A long-time client recently reached out with a familiar frustration:
“Do you know any good trainers on customer service? It’s just so frustrating—my people know what to do… they just don’t do it!”
I could practically hear the exasperation in his voice. But as we unpacked the issue, it became clear: this wasn’t a training problem—it was an engagement problem.
Too often, organizations reach for training when what they really need is alignment and ownership. If your team already knows what great service looks like, repeating the basics won’t move the needle. What they need is a facilitated workshop—a space to:
- Define what excellence looks like in their context
- Identify the specific behaviors that support that definition
- Commit to real actions that raise the bar
- Agree on how to hold each other accountable
While this example is about customer service, the same dynamic applies to nearly any topic—whether it’s teamwork, communication, innovation, or accountability. If your people already know what to do, training isn’t the answer. Engagement is.
When people co-create the standard, they’re more likely to live up to it. Instead of passively absorbing what a trainer tells them (again), they’re actively shaping their own performance expectations—and holding each other accountable.
Compliance vs. Commitment
Here’s the real magic: a training session may get you short-term compliance, but a facilitated workshop delivers commitment. And commitment is where transformation happens.
So before you default to another training session, ask yourself, “Is the knowledge already resident in the room?”
If the answer is yes, consider gathering your team for a facilitated conversation instead. You’ll be amazed at what can happen when people take ownership of the solution.
(And if the stakes are high and you want to get it right the first time—give me a call. This is what I love to do!)
Related Articles:
The Role of the Meeting Facilitator
Engaging Disengaged Participants in Strategic Planning
Try this Process for High-Stakes Decision-Making
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Kristin Arnold
KRISTIN ARNOLD, MBA, CSP, CPAE-Speaker Hall of Fame, CPF | Master has been facilitating meaningful conversations between executives and managers to make better decisions and achieve extraordinary results for 30+ years. She's a leading authority on moderating panel discussions and passionate about finding the perfect olive to complement a vodka martini.
