“I have the answer for you … IF you have the right question” with Kevin Shrum
Many trainers, educators, OD practitioners, performance improvement specialists, and organizational consultants experience a common occurrence – a client or customer comes to the practitioner with the problem diagnosed and a corrective action already in mind, and that corrective action may be based on the client’s knowledge of the trainer’s catalog of training events or the consultant’s menu of services.
While it may seem to be good customer service to simply meet the client’s request, it may not always be in the client’s best interest!
This presentation will use a case study examination to discover why performance interventions can fail to live up to expectations, and will offer ideas on how to use the Kirkpatrick “Levels of Evaluation” model in reverse to perform a more accurate diagnosis and create a more effective intervention plan. The concepts can help a consultant improve client satisfaction, and can help an in-house trainer to escape from the “just a trainer” box and move into the realm of internal performance improvement consultant and problem-solver.
Kevin Shrum bio information