初六|我为什么需要了解这些？
似乎每次我想出了一个新的、明智的主意时，我发现已经有别人考虑到了。往往，先行者掌握了话题的话语权。
I thought I had original thoughts about adult learning until I ran into a renowned American educator named Malcom Knowles (1913-1997). Knowles developed an entire set of concepts that describe the fundamental differences between teaching adults and teaching children. He even gave his adult-learning principles a name—andragogy—to distinguish them from the principles of pedagogy.
在我遇到著名的美国教育家Malcom Knowles(1913 - 1997)之前，我认为我对成人学习方法有独到的见解。Knowles研究出了一整套概念，描述了成人和孩子教学间的根本区别。他甚至将成人学习原则命名为成人教育学，以区别于教育学的原则。
我想我已经想出了一个更好的名字，但我不能反驳关于成人学习者的五项基本假设:
1、自我概念：成人学习使用自我指导的方法来发现新知识时往往学习效果最好。
2、Experience: Adults rely on their own past experience, even when that means repeating mistakes. Breaking a habit may be the hardest thing a human is ever asked to do.
2、经验：成年人往往依靠自己过去的经验，即使那意味着重复错误。改变习惯对成年人而言可能是最难的事情。
3、Readiness to Learn: They demand that material should be relevant and impactful to their jobs.
3、学习准备：他们想要的材料往往是与工作相关的和对工作有帮助的。
4、Orientation to Learning: The material must be connected to current problems the student experiences.
4、学习的方向：学习材料必须与当前遇到的问题有关联。
5、Motivation to Learn: Why do I need to learn this? If you don’t have a good answer, don’t waste time trying to teach them anything.
5、学习动机：我为什么要学这个？如果你没有一个好的答案，不要浪费时间去教他们任何知识。
Silly me, I thought I was the guy who figured this out. Okay, I’ll give Malcom his due. But, my invention of the certification plan for the Customer Relationship Professional (CRP) reinforces my claim to be the first to apply these principles to the training of sales and service people. And even if not the first, then the best—if I do say so myself.
与诺尔斯相比，他唯一缺乏的是在实际工作验证证明他的概念可执行性。这就是我领先他的地方。
The only thing lacking in Knowles’ work is validated proof that his concepts actually work. That’s where I’m ahead of him.
我真傻，我原以为我是那位想出这个五项基本假设的人。好吧，我会给马尔科姆他应得的。但是，我的客户关系专业（CRP）认证计划的研究促使我成为第一个将这些原则应用于销售和服务人员培训的先行者。即使不是第一也是最好的。
CRP培训:自己动手还是从专家那里购买?
CRP培训，我将它称之为学习的责任。这是基于一个古老的原则，即“可衡量的，可完成的”。在学习中，获得了衡量方法和学习方法。”在1995年，我的公司投资了一个经过认证的评估项目，它既能跟踪培训过程的学习质量，也能跟踪学员在工作中应用新技能的能力。评估不是一项调查。这是基于事实，而不是意见。
引入问责制对成人学习的所有假设都有影响。例如，当学员知道他们将被进行学习效果评估时，他们会更“有动力去学习”。当学员意识到他们有不足之处时，他们更倾向于“学习”。(我们用预先学习的基准评估来建立这种意识。)如果使用了经过验证的度量系统，这五个假设中的每一个基本假设问题都可以得到最好的解决。
Accountability alone isn’t enough, however. Even if all five assumptions are addressed, training can still fall on its face. And, the trainer’s task isn’t getting any easier. Experts from the past, including Malcom Knowles, couldn’t have anticipated the myriad distractions that technology presents to humans today. I recently heard a new term called “phubbing.” Derived from “phone” and “snubbing,” it refers to the act of ignoring the people you’re with while you focus instead on your smartphone. This now happens in learning environments, just as it does elsewhere.
然而，仅仅有责任是不够的。即使所有的五个假设都得到了解决，训练仍有可能失败。而且，教练的任务并没有变得更简单。过去的专家，包括Malcom Knowles，无法预料到科技给人类带来的巨大改变。我最近听到一个新术语叫“phubbing”。“手机”和“怠慢”指的是你在专注于智能手机的时候忽略了你身边的人。现在这种情况不仅发生在学习环境中，而是无处不在。
For training to stick at all, the learning has to be REAL. But to combat phubbing and a hundred other obstacles, learning also has to be FUN. To be made aware of their own deficiencies, students must recognize themselves in a training program’s “wrong way” scenarios. That means the scenarios must be relevant. But, the scenarios also need to be entertaining and fun, or students won’t be drawn to them.
为了坚持训练，学习必须是真实的。但为了打击phubbing和其他成百的障碍，学习也得很有趣。要让他们认识到自己的不足，学员必须认识到自己在培训计划中“不足的地方”。这意味着场景必须是相关的。但是，这些场景也必须有趣，否则吸引不了学员。
What it boils down to is that an effective training program has a lot of moving parts—a lot of gears that need to mesh. If you think you can whip up a great training program on your own that will turn customer-contact people into skilled Customer Relationship Professionals, I respectfully ask you to give it more thought. I’ll let one of our clients have the last word about this.
说来说去，就是一个有效的培训计划有很多部分组成，需要齿和齿轮。如果你认为你可以自己制作一个很棒的培训项目，让客户接触到技术娴熟的客户关系建立的专业人士，我建议您多考虑一下。让我们的每一位客户有最后的发言权。
Find out what it looks like when employees become Customer Relationship Professionals.
Lee Roberts是位于卑尔根中西部地区的一家快速增长的区域会计师事务所的合伙人。卑尔根最近将注册会计师和其他员工安排给我们对他们进行客户关系专业培训项目训练。罗伯茨说，整个公司对这个选择非常满意：
“I must admit that some of our management wanted to create a training program internally. What we realized is that effective training requires a lot of highly effective pieces and parts. With Action Selling CRP, every tool we needed is already developed: tools for preparing staff to be trained, conducting the workshop, reinforcing the new behaviors, and measuring the learning acquired.”
“我必须承认，我们的一些管理层想在内部建立培训项目。我们意识到有效的训练通过大量高效的部分组成。用行动销售CRP，我们所需要的每一种工具都已经开发出来了：给培训人员准备工具、举办研讨会、加强新的行为和衡量学习成果的工具。”
“We quickly launched CRP ourselves with the aid of your incredible, complete program. Not only did everyone rave about the usefulness of the training, they complemented me on my expertise as a trainer. Thank you!”
“我们很快速的在你完整体系的帮助下高效、迅速的启动了CRP。”。不仅每个人都对训练的有效性赞不绝口，他们还补充了我作为教练的专业知识。谢谢您!“
❶ 行动销售微信号 ：actionselling
❷ 近期公开课 : 2月 24-25日 深圳