At Lessonly, it’s our mission to help people do better work so they can live better lives. Our Better Work Method (and the accompanying Better Work Assessment) examines the six essential steps of building a high-performing training program. This blog series offers an inside look at each step and how the Lessonly team applies each one to do better work.
Kelsey and Mallary are two of the many talented members of Lessonly’s Customer Experience and Sales teams. They’re a huge asset to our company and customers. They share best practices, talk about helpful new products, and enable teams to do better work. But they didn’t become experts overnight. They improved their skills and knowledge over time with intentional and proactive practice.
Here at Lessonly, we think practice is about more than perfect—we believe practice also makes permanent. Realistic practice helps employees like Kelsey and Mallary remember what they learn. When paired with thoughtful coaching from managers—it’s a recipe for long-term success. That’s why we focus on deliberate practice that involves rehearsal, refinement, and repetition to achieve peak performance.
We’ve witnessed how impactful practice can be—which is why it’s also part of our Do Better Work Method. Practice enables employees to hone their skills, gain confidence, and deliver a better sales and customer experience. As we developed real-world practice lessons, we learned a few key helpful takeaways that any team can use to do better work.
Does your training program reinforce newly learned information and skills? Examine your team’s training with our Better Work Assessment.
Practice new skills regularly
The Lessonly team lives by the mantra of continuous rapid improvement. Every employee is committed to asking questions, refining their skills, and helping the entire organization succeed. Practicing new skills on a regular basis helps our teams focus on specific initiatives and push us beyond everyday learning.
Regular practice is an effective way to break up learning and reinforce skills—while employees are still processing new information. A regular cadence for dedicated practice, usually weekly, doesn’t overwhelm employees or take too much time from their day-to-day tasks. it is meaningful enough to keep topics relevant and drive iteration of skills and knowledge.
Earlier this year, the entire Lessonly team was asked to practice pitching our product. First, we took a lesson about key messaging and positioning strategies. Then, each employee recorded a practice pitch as a benchmark for delivery. As time progresses, employees revisit and practice delivering the pitch for improved delivery and consistency.
Facilitate practice online and in-person
Developing a culture where employees practice requires planning and intentionality. Just as employees benefit from different types of learning, they’ll also find various types of practice more helpful than others. Some types of practice are best delivered through software, group role-play, and one-on-one coaching sessions. If a customer service team primarily handles online chat requests and emails, it may be more beneficial to leverage software that offers chat and email composition practice. The best training programs facilitate practice through both online and in-person opportunities to maximize impact and boost learning engagement.
The Lessonly sales team also utilizes both online and in-person practice opportunities. With features like Video Response, Mallory and the rest of her team can easily record practice sales pitches before making actual calls. They also practice similar pitches during one-on-one and group meetings to further demonstrate product knowledge and perfect their skills across various settings, just as they would need to do in the real world. These opportunities have been invaluable. The feedback helps reps handle common objections with excellence and gain confidence to deliver seamless pitches that close more deals.
Feedback fuels improvement
One of Lessonly’s core values is “share before you’re ready.” The basis of this value is that getting work in front of other people, early, makes for better work. So, while practice may help employees display knowledge competency and reinforce skills, effective feedback ultimately propels performance to the next level. Regular feedback gives learners key insights into where they’re excelling and how they can improve. Additionally, it helps managers and leaders promote an open and collaborative culture—which is crucial for team performance.
Constant feedback loops have been valuable to our company. We’ve found that a great way to provide effective feedback is through well-established criteria. If the goal of training is for a customer service rep to solve a customer’s problem in an efficient and friendly manner, they should receive feedback on rapport, professionalism, and problem-solving skills. This type of feedback provides helpful information to learners so they can grow and do the best work possible.
Rehearse, refine, repeat with Lessonly
Doing better work requires more than a training program that only focuses on learning. For knowledge and skills that need to be cultivated and honed over time, practice is irreplaceable. Move your team toward high-performance today with Practice. Or, take a tour of Lessonly today.