As I was training a new employee this week, I realized that
often envoke my “baseball rule” during training. It’s the baseball rule because
the trainee gets three strikes.
The first time I train someone, I demonstrate the process. I
explain the rationale for each step, and expect the trainee to take notes.
The second time I watch as the trainee steps through the
process. I provide verbal cues if I see the trainee committing an error.
The third time I sit back and let the trainee complete the
process without my input. If the trainee commits an error, I allow it, and only
intercede if asked a direct question.
Of course, as the employee works through the process on her
own, I am available for questions. I also encourage the employee to create a
job aid from her notes. This provides another way to reinforce the process.
I also use the baseball rule when creating elearning
lessons. I provide three settings for the user.
- A demonstration of the process with verbal directions and rationale.
- A chance for the user to work through the process with verbal directions and rationale.
- A chance for the user to work through the process without verbal directions, but with hints that the user can access.
This approach allows users to choose the level of guidance
that they need to be successful. If the process is new, the user can watch the
demo and then try for themselves. If the user requires a refresher, then the
user can choose to try for himself and access hints if necessary. This process
also prevents the frustration and boredom users often experience in many
elearning courses.
As trainers we want to make sure that we provide what the
user needs when the user is ready for the information. The baseball rule can
help us do that, whether in person or online.
