Collector - August 2020 - 35

What's the Scenario?

Get training tips from ACA International
member experts based on their
real-world experiences.

T

his month we talk to Dodi Bohlman, Dickenson branch manager/
collection manager for DCI Credit Services Inc., to learn how to
customize your training to fit each employee's unique learning style.

ACA Achievements:
Fellow, Scholar,
Professional Collection
Specialist and Trainer
Specialist Program
designations; Fred
Kirschner Instructor
Achievement Award
and Unit Leader of the
Year Award

The Problem: Employees Don't
Always Connect with the Material
One thing I've learned in my experience
as a trainer over the years is that every
individual learns in a different way. If I am
presenting the material by lecturing and the
trainee is a visual learner, they are going
to get nothing out of that training. Their
minds will start to wander, and you will
see them actively disengage. For instance,
they might start doodling or watching the
clock. This wastes both of our time, but
more importantly puts the employee at risk
because they will not learn what they need
to know to be successful and compliant.

The Solution: Tailor Your Training to
Each Employee's Learning Style
Embrace the fact that your training will
not always be the same for every single
person. You need to know what type of
learner you have on your hands so you can
come up with the most effective way to
present the material.
To ensure success from the beginning,
I developed a brief list of questions I ask
before I start training a new employee
or before I teach one of ACA's Core
Curriculum courses.

COLLECTOR 08.20

Most of the questions are pretty simple,
scenario-based questions like: "You've
just finished a test. How would you like
to get feedback on your performance?"
And the options are: Have somebody
talk it through with me, get a written
description of the results, see graphs of
what I achieved, etc.
Based on their responses, I can get a
surprisingly good sense of what kind of
teaching style would be best for that person.
For example, if someone is a visual
learner, then I know we're going to do
all our training in our training room
with the big screen TV so they have all
the visuals in front of them. Or if I'm
teaching the FDCPA class and I know
I have a hands-on learner, I'll take out
the FDCPA puzzle I made so they have
a tactile connection to the questions
and answers.
To be a good trainer, you must be flexible.
Find out what type of learner you have in
your classroom, and then use that insight
to determine your approach. Keep your
education fun and engaging, and don't be
afraid to mix it up.
Reported by Anne Rosso May.

35



Collector - August 2020

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