During the Training Needs Analysis (TNA) it is important to question effectively so that a clear picture can be drawn across the user community, understanding where confidence exists and where it does not. Equally which confident users can be supportive during the learning process to other learners who need it.
Based on the TNA output, the objective is to provide a targeted training offering, designed to accommodate as far as possible the range of User confidence in your training audience. Activities in the section may include small group introductions, face-face sessions or virtual classrooms, video tutorials, simulations and Quick Reference Guides amongst other elements. For users on the right-hand side of the curve, this element is often very lightweight.
Once personal confidence levels have raised, we can move to System Competence focused sessions.