Many times, when people ask you to design a training program, they believe that the training program will solve a particular issue. What needs to be done is to figure out what the problem is or what the real issue is, and look for the root cause. The problem or issue may not be addressed in any way by designing a training class. Let's look at an example.

Carol asks you to design a specific class - Customer Service. She is not sure what should go in the class, only that the employees need the class. So, what should you consider as you prepare for this meeting with Carol?

First, you may not know Carol well; let alone know what her employees do and what "customer service" means to them. From the little information you have, Carol may not know what the class "looks like" either. So, you need to determine:

• What do Carol and her organization actually do?
• What does customer service "look like" to that organization?
• What has created this particular need at this particular time?
• What type of intervention may be required to alleviate the situation?
• Who needs the intervention - all or a few employees?

These are just a few of the questions you need to ask yourself and/or others. There are many more questions that could and should be considered. Send me an email if you would like to make a few suggestions on questions to ask to uncover this critical information.