Since 9th of March, what seemed to be a small part of our business (remote delivery in international projects), became our core business. Since then, in what seemed to be a life-time but it was actually 1 month, we had the pleasure to start online learning journeys with over 300 participants and we centralized their feedback, curious as how well are doing.
In each of our projects we ask and insist on receiving feedback. As we see it the only way to improve is to learn from each interaction. We take this feedback seriously, so we centralize, segment, and discuss it.
Last week our collegue Simona Caranda joined one of our dear customers in their efforts to involve each member of their organization on a learning journey. As usual, the customer had a clear long-term coherent strategic plan and chose us as a partner in this process. We had the opportunity to build our part in the 3-step process we believe in: analyse, develop, reinforce. This way people’s enthusiasm and curiosity was an integral part of the program.
We received feedback from 88 participants. For statistical rigour and relevance, 2 things our colleague Andrei is very fond of, we compared this feedback with the numbers from the most recent in-class project with the same client (7 respondents) and with the feedback from 2019 in all our projects (over 1,000 respondents).
In the feedback form we ask each respondent to evaluate the statements on a scale from 1 (totally disagree) to 5 (completely agree)
Being so in love with ourselves, of course the first question will be about the facilitator: "The facilitator had a positive impact on my learning experience"
When you are in the training room, you see all participants. You see their body language, see who is ready to move on to the next subject, who still needs clarifications. At the same time the participants benefit from a "complete" communication from the trainer. Body language is important and brings value. All things considered, the webinars score is high, even though it can be higher. 😊
No matter how good the facilitator is, without the proper content, the feedback can’t be good. Therefore we specifically ask this question:
We do not start any learning journey without going through the Analyse step, without studying the field. This way of working, this habit, ensures a constantly high relevance and the feedback reflects this. At this moment content relevance will be higher, indeed, since needs are specific, people go through intense emotions and any help is appreciated, hence the slightly higher score.
The high score, above the average, is a testament to the quality of implementation, of interactivity, of our capacity to let participants test concepts, practice during the webinar, and even more so of the organizational culture of our client. Curiosity and growth mindset always help in this respect. The fact that we managed to keep the score high tells us that we chose well the apps and methods.
The Project Management
On one hand, our experience in remote project management for all customers (our Project Manager, Mo, worked from Mexico, France, Romania, and Azerbaijan) taught us how to create engagement long before the first minute of the training session. Our interactive newsletters, the resources we share before the training, needs and expectation analysis haven’t change. Its more like the world changed just to take advantage of our process. 😊 When everybody gets accustomed to Zoom links, when even the sales people use technology intensely for client meetings, when we are all glued in front of the screen, less and less emails and messages slip and the information gets to where it should.
"Normally", before 9th of March, we had only 1 question about the learning environment. Starting to work exclusively online, we decided to break it down in 4 specific questions (apps, connection, sound, and video) so we know what to improve. When in class, you are in complete control over what happens in the room. When you are at your desk and participants at theirs, each in another location, less and less things are in your control. We quickly learned that we need back-up for everything. It can be that your internet provider decided to have some work done near your building – you switch to the back-up connection; it can be that one of the apps have a momentary failure – you switch to the back-up app or to the back-up flow that has a different exercise. We have stable intern connections, 2 primary, 2 back-ups, we have 2 ways of doing each exercise. Having done all this, interaction will still not be as good as face-to-face. Yes, the score is lower than face-to-face, but its still a score we are proud of.
We don’t like to brag, well, maybe a little, and we really enjoy it when somebody else praises us. At the same time, in these troubling times, we learned to enjoy every success even more than before, to appreciate more bold companies that trust us and be grateful of what we learned from each other.