Your key client throws a curveball during remote training. How will you navigate this unexpected disruption?

When a key client throws a curveball during remote training, the key is to remain composed and flexible. Start by acknowledging the disruption and showing empathy towards the client’s concerns. Quickly assess the situation to understand the nature of the issue, whether it’s a technical problem, a change in priorities, or new questions. Adapt your approach by proposing a solution or an alternative plan, and communicate clearly to ensure everyone is on the same page. Maintain open lines of communication and offer reassurance that their needs will be met. By staying calm and responsive, you demonstrate professionalism and commitment, turning the challenge into an opportunity to reinforce your value and strengthen the client relationship.

Keeping calm under pressure should be considered a USP. The client needs to know that you will provide a stable level headed solution even of they can’t do that themselves. Giving them confidence overtly is also a good idea as this will further help calm their nerves.

Maintaining a calm demeanor helps set the tone for the session. If I remain composed, it reassures the client that the situation is under control. I would acknowledge the issue right away, without dwelling on it. This shows transparency and respect for the client's time. Quickly determine the nature and impact of the disruption. Is it a technical issue, a misunderstanding, or something more significant? Depending on the situation, I would pivot the training session. This might mean revising the agenda, focusing on a different topic, or providing additional resources to cover the disrupted content later. I’d involve the client in the solution, asking for their input or preferences on how to proceed.

Remaining calm in the face of challenges is crucial as a leader and to keep the training on track. Resiliency and adaptability are two of the most important skills you can have when conducting live trainings, so use the disruption to your advantage and play off of it.

Totally agree about remaining calm, but strongly recommend that you ask your client how will they now define success (i.e., after the “curveball”). If that has materially changed, your course of action should as well.

Esteja preparado! Situações adversas podem surgir a qualquer momento, especialmente quando você está conduzindo um treinamento. Nessas ocasiões, a possibilidade de imprevistos é ainda maior. Por isso, é fundamental manter a calma e estar bem preparado. Essa postura não só demonstra sua competência, como também transmite confiança ao público, mostrando que você é capaz de agir com clareza e eficácia diante de desafios.

If a client calls me or needs my help I drop the remote training. You can always watch the training on video later. The Customers needs always come first especially a remote training video. It's that simple.

Manter a calma e ter uma resposta ágil para identificar e propor soluções, é essencial para aparar arestas e elaborar um plano de ação para eventuais intercorrências, de modo a manter uma experiência positiva para todos os envolvidos.

Crie um ambiente favorável às interações, seja em treinamentos presenciais ou online, a possibilidade do público interagir entre si, auxilia na fixação do conteúdo, assim como para tornar a experiência mais rica e promover o networking.

Manter o contato por meio de suporte, permite esclarecer situações pontuais e demonstra preocupação para com o desenvolvimento das pessoas, gerando uma experiência positiva e conquistando respeito e admiração.

Acompanhar e mensurar a satisfação e eficácia dos treinamentos é essencial para a promoção da melhoria contínua e garantir a assertividade e o ROI, fazendo os ajustes necessários e assegurar níveis elevados de qualidade do treinamento em si e dos serviços prestados pela empresa através de equipes capacitadas com qualidade.

While we all like to know everything, we have to sometimes admit that we don't. Even with thorough preparation there may be something that hasn't been covered. If you're asked a question and you don't know the answer, don't try to cover that up. You can say that you're not sure but will find out and get back to them (and do that!). You can throw it back out to the audience to see if someone else has an answer. You can ask questions to ensure you've understand the issue correctly, and to give you some time to think. All of these are acceptable professional responses.

The curveball may well be a learning experience for all participants. Take the time to discuss it within the training and actively listen to understand. This will encourage the other participants to do the same. You can then open it up to a group discussion. Some of the best learning points during my courses have come from curveballs and how they are dealt with.