"Our customer satisfaction ratings are declining. I’d like to discuss what training you can provide that will enhance our customer service skills.”
The manager making this request has jumped to a training solution when it may be insufficient or even unnecessary.
The goal is to engage the manager in a discussion that focuses on the performance and business results that are needed, and not the solution that was requested.
This reframing discussion is a skill used by Performance Consultants and requires that we ask powerful, thought provoking questions.
This presentation focuses on the mental model and powerful questions used by Performance Consultants to reframe solution requests into discussions of strategic, business results.
Chris Adams is a performance consultant and instructional designer with over 20 years of experience helping clients engage people, apply processes, and implement technology to improve human and organizational performance. He is currently a senior consultant for Handshaw, Inc. in Charlotte, NC. In 1999, Chris was co-inventor of Handshaw’s award-winning software, Lumenix – one of the first content-managed platforms for e-learning.
Chris frequently writes and speaks on the topic of performance consulting, has been a featured speaker for a number of ATD and ISPI chapters, and has presented at regional and international conferences such as Training Magazine, THE Performance Improvement Conference, ATD ICE, and the Coast Guard HPT Conference. He is also a doctoral candidate in the Instructional Design and Technology program at Old Dominion University.
Since 2015, Chris has partnered with Dana Robinson to deliver performance consulting services to Handshaw's clients in North America and Europe.
6:00 - 6:30 p.m:
Registration, Networking, and Food
6:30 - 8:00 p.m: Presentation
The meeting will be held in the "School of Rock" meeting room at AvidXchange, Inc.