Helping embed Treating Customers Fairly TCF learning and behaviours through the Watch one, Do one, Teach one process
We learn best through a combination of watching, doing and then teaching what we have learned (this sharing knowledge solidifies what we have just learned). It is easy to observe a process, harder to actually do it, and another thing altogether to try and explain it to someone else. Sharing the ideas and processes, that are essential to what we have just learned, significantly deepens our understanding and ownership of a process.
A TCF learning process helps improve knowledge sharing, communication and helps embed the right behaviours (those that have Treating Customers Fairly at their core). This requires sharing experiences and knowledge, encouraging a person who has just completed the process to Mentor a person who is still learning. In order to be successful they need to communicate the ideas and behaviours clearly, and in a manner the learner can relate to. The mentor may be asked questions they had not thought of, and have to apply their new knowledge to answer these questions. Balanced feedback principles can be extremely useful to help guide the learner and help the mentor share tacit knowledge with the learner.
Take the simple example of using an effective tone of voice when speaking to an upset customer. Our tone and body language need to be congruent, and the customer needs to feel we care, and are not just “handling them.” Many ideas can be learned from course notes, but are never really understood until they are experienced. With embedded TCF learning the learner observes an experienced consultant manage a difficult conversation and has the opportunity to ask questions and unpack the experience afterwards. As the learner is aware they will have to practice what they are seeing they are more likely to pay more attention to the mechanics of the conversation, analysing what works, and why. they are then encouraged to ask questions in order to more fully understand the process. The mentor then guides the learner through the process. Effective TCF behaviours can be actively demonstrated through role plays, but real experiences with customers are the best source of understanding.
We learn best when we have time to reflect on, and apply, what we have learned.
- Watch One: Watching the process and gather data on how to achieve your TCF goal. Learning the steps through observation.
- Do One: Put the data into action with support (from someone who has already done it), receiving direct feedback.
- Teach One: Share your knowledge and experience with others. Supporting colleagues and answering their questions helps us gain deeper insight into an idea or process. Others may see the issue from a different perspective, and as such ask questions that can challenge our assumptions and perspectives.
Embed TCF learning and share the knowledge – Watch one, Do one, Teach one
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