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Saying no can be the best response to a training request

Derek Stockley is an experienced trainer, facilitator and consultant. This experience ensures that every potential assignment is carefully assessed before proceeding. This case study demonstrates why Derek sometimes says no to potential clients.

Saying no can be the right thing to do

Potential clients often come to this website via a search engine enquiry. They enter a search term like 'telephone techniques course', click through to an information page and click through to related pages to find out more about the services offered. They compare the information presented to the type of assistance they want to enquire about. If there is a match, they will telephone me or (preferably) complete an online enquiry form.

This case study is about an actual training enquiry. Due to client confidentially, the enquiry can only be described in a general, non-identifying way.

The contact person’s enquiry form requested telephone technique training for recently appointed staff. The staff would be receiving telephone calls on sensitive matters.

I checked the organisation’s website and found two pages of comprehensive information about the service provided.

Before ringing the contact person, I made the following assessment:

I had a good understanding of the type of service provided because of a variety of relevant personal and work experiences.

I had dealt with and worked with the professional staff groupings involved.

I had worked with staff involved in emergency response.

The combination of my customer service and telephone system knowledge, coupled with my knowledge of the staff, industry and service type, meant that I should have the technical skills required to complete the assignment.

I also realised that this training would have to be very specific and aimed at a high level. To carry out their role successfully, the staff would have to combine medical knowledge, interpersonal skills and process knowledge.

After completing this analysis, I prepared a list of questions and issues to discuss with the contact person. There was a range of matters that would affect the assignment, particularly the request to provide the skills to "recognise anxious callers and reassure accordingly".

I discussed these issues when I rang the potential client.

I could have provided a specifically designed training program.

However, during the conversation, as I clarified the key issues, I realised that training, although probably 'nice', would not provide any real added value to the staff concerned. Given their backgroud, they should have the generic skills. Their needs would relate more to understanding the overall process. I assessed that the organisation could provide this guidance.

So that is what I told the potential client.

It would have been a very rewarding project to be involved with. However, the staff did not require external assistance.

This is one example of how Derek Stockley’s experience adds to his consulting work. For other examples, see: training and consulting case studies, or if you would prefer a listing by topic, see: case study by topic listing.

Specific information about the training design options available to you are at: Train the Trainer Program Options.

For information about clients and testimonials, see clients and testimonials.

Derek conducts an Advanced Train the Trainer Course in Melbourne, or if you have four or less people to be trained, see: On-Demand Training Explanation or to obtain a quote or register your interest, see: On-Demand Training Registration.

If you are interested in organising an inhouse training program for your company or organisation, see: Inhouse Training Explanation or to make an enquiry, select: Inhouse Training Enquiry.

If you require consulting assistance, or telephone or write to Derek Stockley at Contact Details.

For more information about Derek Stockley's performance management services, select: Performance Management Services.

This page was last modified on 26 September 2005.