How to Manage Challenging Behavior in Training

This train-the-trainer, e-learning module was developed for Volvo Construction Equipment in Hameln, Germany. The training skills division was looking to develop an empathy training for employees moving into a technical trainer role for the first time. My development team used Articulate Storyline 360 to create a scenario-based learning experience that guided trainees through three distinct interactions in which they needed to determine the best way to communicate when dealing with challenging or disruptive behavior.

Experience This Project

Volvo Train-the-trainer Project Details 

Target Audience 

Subject Matter Experts (SMEs) moving into a training role for the Volvo Construction Equipment division. The expected level of knowledge for this target audience was primarily beginner with no prior teaching or training experience.

Description of Need

Although trainers possessed extensive product knowledge and experience, they lacked many of the communication skills necessary to be effective trainers. A concern expressed by training management was that trainers often came across as aloof and not very approachable or empathetic to trainees.

Training Scenarios on Challenging Behavior

communcation

Trainers determine the best way to communicate with different personalities and respond to certain behaviors.

Examining a Trainee's Point of View

behind the scenes

Trainers are given a ‘fly on the wall’ scene to examine what the trainee might be going through and contributing to their behavior.

My Roles and Responsibilities for This Project

  • Conducted needs and task analysis for the client
  • Authored final draft of the project plan and analysis report
  • Drafted trainee personas and wrote scenario scripts
  • Tested e-learning module prototype

Sample Project Files

Task Analysis Diagram
Quite One Scenario Script

The Tools I Used for This Project

Experience This Project
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