Interview from a trainer's and customer's point of view

Interviewer: The Fire Drill training had a resounding success last year. More than 15 trainings with more than 150 participants generated a lot of attention and positive feedback from all involved. What exactly is this exciting training concept about?

Henry Leissl, Senior Consultant at next level consulting: With Fire Drill, we turn the usual training and seminar concept upside down. We start with a practical training that is customised to the daily business and needs of the participants. It requires a high degree of sensitivity and fast perception of the situation. It engages the participants factually and emotionally through thematically well-defined reflections and goal-oriented short inputs after each exercise that relate precisely to the situations previously experienced. We work with two trainers to observe the entire complexity of the communication and behavioural styles during the exercises and differentiate them thematically. After this, we move on to the next practical exercise.

Interviewer: You mentioned that you work with two trainers. Why are two trainers necessary and what is important in the implementation process?

Henry Leissl: With this special concept, the clear delineation of the topics addressed in each exercise is critical. In particular, in the short inputs after the role exercises. The two trainers need to be well coordinated. Their opinions might differ, but they should not be contradictory. Mr. Sachs specialises in psycho-emotional topics in difficult situations. He analyses what causes the participants in the exercises to come under pressure and helps them to find their way out of these stressful situations. I cover all communications topics. For example, how to respond to customer complaints and how to spot opportunities.

Interviewer: Dr. Strassburger, what was the motivation that led to T-Systems International to request and commission this training format?

Dr. Strassburger, Business Operations IT-Division, T-Systems International: Over the last few years, we have continually evolved our trainings. For a specialist task such as service management, both the number of topics and the depth of the topic have increased steadily. Globalization requires that training content is always available worldwide and up-to-date. To achieve this, we have introduced different levels of training: from standard basic knowledge on the entry level, over company-specific basic and advanced courses in the advanced range, to professional trainings. We conclude each of these courses with a certificate. The tests range from testing the theoretical knowledge in the entry levels to applying knowledge in the higher levels. The Service Fire Drill Training is a professional training that allows our staff to recognize and manage specific customer challenges and perceive them as win-win situations. It is not about individual fields of knowledge or knowledge details, but rather about mastering challenging situations, listening to customer demands, as well as joint execution based on mutual agreements and existing contracts.

Interviewer: Where do you see the critical success factors of this training concept?

Dr. Strassburger: Clearly in the practice. Together with next level consulting, we have developed a training approach that lets the participants forget that they are in a training situation in a matter of seconds. The exercises simulate real customer situations. The participants learn through self and external reflection about how they reacted in these situations and how others assess them. For some participants, it is also a revelation to assume the role of the customer and enact it rather than just thinking about it. This enables the participants to understand the motives of their customers much better, to listen, relate and respond more efficiently. This builds confidence in your own approach, but also in customers who feel better understood.

Interviewer: The next trainings are planned for this year already. How will the service fire drill training continue?

Henry Leissl: The concept has a clear future. Less and less participants have the desire and time to attend two days of theory. Active experimentation, practical relevance as well as fun and frustration are important building blocks for this kind of advanced training. It draws heavily on the individual practice cases in which the participants can instantly identify with their own professional situations. For this it is necessary that customers, who commission this training, contribute to the creation of these situations. After all, customers know their critical situations best. For example, Service Fire Drill benefits greatly from the self-interest and commitment of T-Systems International. The concept of deep collaboration between customers and suppliers has a clear future. We are in a continuous improvement and communication process that sustains the learnings for the organisation.
      

Interviewer: Thank you for the interview.

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Dr. Franz Xaver Strassburger received his doctorate from the university of the armed forces in Munich, Germany. He was 10 years at Siemens in different project activities and locations. Since 15 years he is at T-Systems International GmbH. His current responsibilities include the governance, development and certification of service management.

Henry Leissl is Senior Consultant at next level consulting and specialises on project management, sales, and personality development. His key activities include  training (execution, conception), consulting, coaching and interim management.