How to Train: Which Technique is Best?

At every conference, in every chat room, compliance specialists ask each other for better ways to train. No one method ever seems to accomplish what is needed. It's like grass on the other side of the fence, we are all certain that there is something better out there.

So here's the newsflash. There is no perfect way to train. But there are a lot of choices. The juggling act is to choose a method or combination of methods that work well in your setting and communicate what staff needs.

We are believers in multiple methods for training. Using the same technique - and probably the same message - over and over has a serious down-side. It gets boring for both you and the trainees. Moreover, if it didn't cover something, reusing the program means not covering the same point over and over. No wonder they never learn!

Multiple methods provide more opportunity to communicate information and give trainees more ways in which to learn. Not everyone learns in the same way. Some people are most influenced by something they see. For these people, video has obvious advantages. Other people are influenced most powerfully by what they hear. For these people, video can work, but so can in-person training. Anything that involves listening is more likely to be remembered.

Still others like to work through new information at their own pace, making sure they have absorbed a point before moving on. Computer based training is ideal for these more methodical learners. They are in control of the process and move at their own pace. So what should you be using in your training program? Your choices involve finding the unique combination of what you can afford, what information you need to communicate, and how you can schedule and reach your bank's staff.

Before making final choices, consider the training program options available, how and when you can schedule training, and the context in which your staff learns best. When choosing the medium, consider the following strengths and weaknesses.

Video
Lights, camera, action! The class sits entranced by the high entertainment value of video training. Everyone likes to see movies and video training fits into that category. Video has several advantages. First, it is entertaining. Passing off training as entertainment has clear advantages.

Second, there is a managed level of expertise in the video presentation. You know exactly what material will be covered and how it will be presented.

Third, the video can illustrate how not to do something and how it should be handled correctly. Nothing is quite as powerful as a visual image - especially when it is something you can make fun of. Deep in their hearts, most people identify with the malfeasor on the compliance video. That's why they take it to heart so effectively. It makes it memorable. Learning what not to do is often as much of the battle as learning the right way to do something.

Finally, you can customize video. It takes the pressure of the trainer by providing the core part of the material, but still leaves the trainer free to add and adjust content.

Computer-based
Computer-based training has become very popular. There are now many variations on and versions of this training technique. As with any training method, all of them have advantages and shortcomings.

Computer-based training controls the learning process more effectively than any other method. It ensures what material will be covered, and precisely how it will be presented. As with the video program, you know exactly what is covered.

Computer-programmed training can also manage the knowledge level and accomplishments of the trainee. Many of the training programs contain systems to track users, time spent training, and scores on tests. This makes managing the training process very easy.One of the strongest advantages of computer-based training is its flexibility. Anyone using it can train at their personal convenience and at their own pace. That means that you don't have to find a time and a place to pull everyone together. You simply monitor what the trainees have done, and send them reminders if they haven't done it!

In-person Classroom
Sometimes there is truly no substitute for a trainer who knows the subject being in the same room with the trainees. This exposure - with its opportunity to ask questions - can be important for the trainees. However, this kind of training setting can be even more valuable to the trainer. The questions - or simply the puzzled expressions on the faces of trainees - tell the trainer something really important. They tell the trainer what staff doesn't know and what staff doesn't understand.

There are times and topics when a face-to-face training session is invaluable. Any subject that requires discussion to fully understand (fair lending and privacy are two that come to mind) may need this type of training. It can be supplemented or preceded by computer-based or video training so that the time spent is minimized.

Invisible Training
Some training gets information across without the trainees recognizing that they are being trained. Important information can be passed on to staff in a variety of ways outside of classroom settings. Staff meetings are often training vehicles. Memoranda also distribute information.

This "invisible training" is particularly useful in updating information, reinforcing policies and procedures, and refreshing memories. It produces information in a working context. It produces manageable amounts of information that makes learning easier and more certain.

Invisible training is also the cheapest training method available. It has the advantage of using routine communications so there is no extra cost. The weakness is that we forget to recognize and document this as training, leaving it invisible to the examiner.

Copyright © 2001 Compliance Action. Originally appeared in Compliance Action, Vol. 6, No. 5, 5/01