Most of the time when designing a training, I don’t like to show people how “not to do something”. You’ve probably seen those trainings where an instructor shows a video or acts something out with someone giving really bad customer service, and all the trainees laugh at how badly the employee acted. For me the problem is, the people being trained often remember that “funny” wrong way of behaving instead of the right way to do something.
All that said, sometimes using a negative example and building from it seems more engaging and thus more effective (though I have found it difficult to gather data that proves this). The discussion generated by a negative example can lead to people talking about solutions.
Do any of you brilliant folks out there have some good examples of this negative to positive training technique working for you?
