I’m currently running a training workshop for seven SMEs at the request of their managers. During the course request discussion, the managers explained that although their department “trainers” are well versed in the process, they appear to lack empathy, patience, and have difficulties seeing the essential duties and tasks of the position from a novices' view point. All very common issues for SME’s as you well know. In addition to management input, I collected information from the SME’s in a pre-training assessment. The results indicated the following:
• Expectations of workshop: To be a better trainer
• Suggestions to improve current training process in department: range from activities to supplement the “technical/discipline” training to none
• Experience: 7 trainees have trained in department for one year or more; 1- elementary education degree; 6 trainees- Business degrees

Given, this feedback and management input, it appeared that the group had little or no experience with the adult learning theory/principles. I figured this to be a good starting point, followed by exposure to training terms and definitions. In our second week, we began to focus in on the differences between how adults learn and to understand how their experiences provide them with a different view of the department and business than that of the new/newer employees. Future topics consist of using the departments training outline as a resource to build lesson plans.

My overall thoughts at week 2, is that this group thinks I’m wasting their time. So not to ignore my part in this process, I feel like I have not found an effective way to help the group find the value in increasing their skills for this aspect of their position.
I did get an email from the department supervisor who mentioned that one of the trainees had some feedback that may take us in a different direction. I’m truly concerned about what this feedback could be and how it will affect the remaining workshop sessions. I’m scheduled to meet with both the supervisor and trainee next week. If anyone is willing to offer some feedback on their experiences with training non-trainers I’d really appreciate it.

Have you considered presenting something new to them in a manner that is similar to how they have presented (i.e., ignoring the challenges of a novice), then brainstorm about how it could have been a more effective session, how did they feel about it, etc.? Good luck.

It sounds like SMEs are not making a connection between the theory and terms with practical use, the what's in it for me factor if you will.

You could cover new material (not theory and terms, not even industy Subject Matter) and model the desired behavior. Then debrief the experience.

The Telling Ain't Training series does a good job of covering theory with fun and interactive activities.

Something has changed between week 1 and week 2. That's a starting point. Do they think there's no value in what they're learning? Ask them what they think they need to be a better trainer. Then, tie their answer into what's in it for them.

I'd also refer back to the pre-training assessment. If an expected outcome is to be a better trainer, and your SMEs have expressed that desire, maybe they have a different idea of what training is. And how does that compare to what you/their managers think it means?

Also, are you making sure that your training is modeling what you expect their training to be like? What kind of practice is involved? And, when they return to their training roles, what will they do differently (i.e. better) as a result of your training?

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MJ,

It is possible that the SMEs you're dealing with are not cut out to be trainers - especially if they lack empathy and patience. Those are two characteristics that are essential for trainers. I would talk with the management about the possibility of selecting the "right" SMEs to be trainers. (Of course if a union is involved that may not be possible.)

At a minimum, for SME trainers, look for these characteristics. (These are taken from my book, Training On the Job (ASTD, 2002.)

A good trainer:

1. Is genuinely interested in training
2. Has good interpersonal skills
3. Is knowledgeable and experienced in the specific training subjects being taught
4. Has a positive attitude
5. Is able to listen attentively
6. Is patient
7. Is available during the time period that training is scheduled (i.e., no other conflicting obligations)
8. Has good coommunication skills
9. Is respected by peers
10. Is willing to participate in train-the-trainer classes and other requirements for the job
11. Is highly motivated
12. Demonstrates willingness and desire to share his or her job knowledge and experience
13. Is able to organize and plan, and to solve problems
14. Has coaching skills and the ability to question others' performance constructively
15. Is willing to commit to being a trainer for a specified time period.
16. Is able to keep ego out of the way.

Your experience is typical. Assuming you're stuck with the current seven SMEs (and they may be okay - just can't tell from your brief description), here's what I would suggest for your next workshop session. Instead of more sessions on training particulars like adult learning theory, learning styles, etc., I would immediately get them involved in the more technical aspects of the job, and focus on that up front - not the specifics of training per se. The technical stuff is what they're most interested in right now, and you need something to "hook" them.

I would start by involving them in a task analysis using the training outlines you mentioned as a starting point. Have them brainstorm a list of tasks that are required to do the job. Then have them go through each task and break them down into manageable chunks for training - aim for something that takes around 30 minutes to train and learn.
They can complete a fairly long list in a couple of hours if they stick to the brainstorming rules.

I have a template for this team task listing process - I'll send it to you if you let me know where to send it.

Then have them go through the list (which will probably be rather long) and select tasks that they feel need to be trained. One hint: this will work out much better if there are some novices included in the process. SMEs should be encouraged to ask the novices for input. In this way they get valuable feedback as to the knowledge and experience levels of future trainees.

In the next workshop session, I would next have the SMEs write simple "how-tos" for tasks that need training right away. Here too, involve novices in the process. Ask the novices to question things they don't understand - like terminology, acronyms, etc. It will assure that SMEs get the basics down and will help them understand what it's like to be a trainee. They will be confronted up front with how new employees view the job.

I also have a template for the "how-tos" that I can send you.

I've never met a SME who didn't love to be involved in the team task identification process as well as the team writing of the "how-tos." So you should get no resistance once they get started with this.

If the seven SMEs are specializing in totally different subjects, you can still do the process. Just have each SME work with two or three less experienced employees (in their area of expertise) on their own teams. That way you will have seven teams to facilitate instead of just one.

Once they get the "how-tos" for a task or two written down, have them practice teaching each other the task or even try it out on a real trainee. Once they are faced with actually having to "train" someone, they generally become much more interested in the fine art of being a good trainer and will be more receptive to the workshop topics of coaching trainees and giving effective feedback, validating training materials before using, objectively evaluating and documenting performance, preparing training plans, conducting consistent training using a systematic, structured training delivery method, etc.

Good luck with your project. Hang in there - as you know, SMEs are a challenge. Letting them get involved up front in the technical matters is fairly easy since they generally like nothing better than to talk about the job - and it keeps them in the "expert" mode - their comfort zone. They will feel a lot more comfortable about their role as trainer once they have a handle on what they will be training, and why.

If in the end some SMEs decide that training is not for them, you won't have wasted any time. You will need the task list and training modules for future SMEs to use.