We use a “learning by doing” training methodology whereby participants are actively engaged in role play, problem-solving, brainstorming, and individual and team exercises and receive intensive coaching and feedback. This methodology is woven through our digital and live program offerings. The combination of application, facilitator and peer feedback and self-assessment creates engaging, relevant and immediately applicable learning that accelerates behaviour change.
A key part of the philosophy that drives our methodology is that participants are not blank canvases. Participants are respected for what they bring to the training. We use a Socratic approach of questioning and generating a dialogue before presenting concepts and models. We also demonstrate ineffective and effective customer scenarios via high-quality videos that not only demonstrate realistic dialogues but also point out coaching moments for accelerated learning. By doing this instead of lecturing we gain participant involvement and commitment before we build models and teach learning points. We encourage them to use their “natural models” on which we then build models and refine skills to get them to their next level of excellence.
Furthermore, Richardson Facilitators act as more than just trainers departing knowledge and helping individuals practice skills. They are effective coaches. One of the unique ways in which we coach during the training is through a process of “redirect,” which Richardson introduced as a coaching process of stopping the action and giving real-time feedback. This process increases participant awareness of effective and less than effective behaviours, and allows them to make course corrections in-the-moment and apply the effective use of the skills which aids rapid adoption. The participants also develop their own feedback skills and are provided tools to foster the self and peer coaching necessary for ongoing development.