How can you make system-specific training interactive?

System-specific training is essential for field service engineers who need to install, maintain, and troubleshoot complex equipment and systems. However, it can also be challenging, boring, or overwhelming for some learners, especially if they have to memorize a lot of technical details, follow lengthy procedures, or deal with unfamiliar scenarios. How can you make system-specific training interactive, engaging, and effective for your field service engineers? Here are some tips and strategies to consider.

1 Use simulations and gamification

One way to make system-specific training interactive is to use simulations and gamification. Simulations allow learners to practice their skills and knowledge in a realistic and safe environment, where they can receive feedback, guidance, and support. Gamification adds elements of fun, competition, and reward to the learning process, such as points, badges, leaderboards, and challenges. Both simulations and gamification can motivate learners, increase their confidence, and enhance their retention and transfer of learning.

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Benjamin Forrest-Green

The expert who says it can't be done is generally interrupted by someone else doing it. ServiceNow dilettante and enabler; SNCC office hours co-host ; CTA mini-boss encounter. This isn’t even my final form.
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Just going to say that while I respect the notion of "system specific" training - this presupposes that the training in question isn't _also_ attempting to teach new and adjusted process. Certainly we can teach the same processes in two different systems but we should acknowledge and accept that often times migrations to new systems take advantage of the opportunity to update and change previously established processes. We must always respect this change and plan accordingly when designing our curriculum.

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2 Incorporate scenarios and case studies

Another way to make system-specific training interactive is to incorporate scenarios and case studies. Scenarios and case studies present learners with realistic and relevant problems or situations that they have to solve or respond to using their system-specific skills and knowledge. Scenarios and case studies can stimulate learners' critical thinking, problem-solving, and decision-making abilities, as well as their creativity and innovation. They can also help learners apply their learning to different contexts and situations.

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Benjamin Forrest-Green

The expert who says it can't be done is generally interrupted by someone else doing it. ServiceNow dilettante and enabler; SNCC office hours co-host ; CTA mini-boss encounter. This isn’t even my final form.
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Scenarios have to resonate with users, there must always be a cognitive "hook" that users can grab onto before they're willing to see themselves walking through ANY scenario. Realtors regularly employ professional "stagers" to help potential buyers visualize themselves in a home; as instructors our work is similar, we need to stage content in a way that helps people understand and see themselves within the technical framework we're seeking to teach.

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3 Encourage collaboration and discussion

A third way to make system-specific training interactive is to encourage collaboration and discussion. Collaboration and discussion allow learners to share their ideas, experiences, and perspectives with each other, as well as to learn from each other's feedback, questions, and insights. Collaboration and discussion can foster a sense of community, trust, and support among learners, as well as enhance their communication and interpersonal skills. They can also expose learners to different viewpoints and approaches, and help them refine their understanding and skills.

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Benjamin Forrest-Green

The expert who says it can't be done is generally interrupted by someone else doing it. ServiceNow dilettante and enabler; SNCC office hours co-host ; CTA mini-boss encounter. This isn’t even my final form.
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Encouraging collaboration and discussion requires that the instructor also be an effective facilitator who: - is able to listen and quickly synthesize/summarize discussion topics - help learners organize their thoughts into mind-maps or outlines - moderate discussion when it strays too far from the topic of discussion, becomes too heated and/or ruminative (the negative downward spiral) related to discomfort about any organizational changes related to the new system

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4 Provide hands-on and experiential learning

A fourth way to make system-specific training interactive is to provide hands-on and experiential learning. Hands-on and experiential learning involve learners in doing, creating, or experimenting with something related to the system or equipment they are learning about. Hands-on and experiential learning can help learners develop their practical and technical skills, as well as their confidence and competence. They can also help learners connect their learning to their own interests, goals, and needs.

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Benjamin Forrest-Green

The expert who says it can't be done is generally interrupted by someone else doing it. ServiceNow dilettante and enabler; SNCC office hours co-host ; CTA mini-boss encounter. This isn’t even my final form.
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Time in the seat is crucial regardless of the process or technical system being taught. Just think about how many hours in the simulator a pilot spends learning the subtle intricacies between a Boeing 737-700 and an 800/900 model; we would not gloss over such changes. Octavia Butler famously wrote "All that we touch we change" - more than anything we must respect and provide opportunities to experience the differences between either scenario: User transitioning from previous system to new system User with zero context or experience of any system into new system

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5 Use multimedia and interactive tools

A fifth way to make system-specific training interactive is to use multimedia and interactive tools. Multimedia and interactive tools include videos, animations, images, audio, quizzes, polls, surveys, and other digital or online resources that can enhance the delivery and presentation of system-specific content. Multimedia and interactive tools can appeal to different learning styles and preferences, as well as capture and sustain learners' attention and interest. They can also make the learning process more dynamic, flexible, and accessible.

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6 Ask questions and solicit feedback

A sixth way to make system-specific training interactive is to ask questions and solicit feedback. Questions and feedback are essential for assessing learners' progress, understanding, and performance, as well as for identifying their strengths, weaknesses, and areas for improvement. Questions and feedback can also stimulate learners' curiosity, reflection, and self-regulation, as well as their involvement and participation in the learning process. They can also help learners clarify their doubts, correct their errors, and reinforce their learning.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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Donnell Johnson

Experienced Training Specialist
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System specific training generally happens in new hire training, cross training or when updating to a new system so the learner major concerns are WIIFM(what's in it for me) and the most efficient ways to utilize the system, so in order to keep the trainer engaged and interactive self navigation with key points or use, examples and scenarios that simulate possible real life scenarios and assigned teach backs that will help promote hands on interactions. Most importantly become a promoter and SME before attempting to train the topic. Be able to TSD (Tell Show and Do).

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How can you make system-specific training interactive?

1

2

3

4

5

6

7

1 Use simulations and gamification

2 Incorporate scenarios and case studies

3 Encourage collaboration and discussion

4 Provide hands-on and experiential learning

5 Use multimedia and interactive tools

6 Ask questions and solicit feedback

7 Here’s what else to consider

Field Service Engineering

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How can you make system-specific training interactive?

1

2

3

4

5

6

7

1 Use simulations and gamification

2 Incorporate scenarios and case studies

3 Encourage collaboration and discussion

4 Provide hands-on and experiential learning

5 Use multimedia and interactive tools

6 Ask questions and solicit feedback

7 Here’s what else to consider

Field Service Engineering

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