Chapter 7
Case Study Part 1: Cami Machado, Trainer
One of Cami’s other tasks, in addition to implementing the black box technology, is to
ensure that everyone affected by the system changes will be trained well in advance of
the implementation. As such, she is responsible for offering “train-the-trainer” sessions.
The professional trainers in her first class do not share her enthusiasm. Although it is
obvious to them that she loves her job, their general evaluations of the course were poor.
Comments from the trainers included “lots of smoke but no fire,” “talks down to us,” and
“I still don’t have a clue what is expected of me and the people I will be training.”
Although Cami thinks these comments indicate a few issues related to it being the very
first train-the-trainer course, she is not that concerned. Her manager, however, realizes
that something needs to be done immediately.
Cami thinks that somebody from sales and marketing would be better suited to do the
“glamour show.” She thinks that she should remain in the booth talking to the “real”
Ability is the relevant knowledge, experience and consistently demonstrated skill with
the task.
Willingness is the current confidence, commitment and motivation to perform the task.
List behavioral indicators demonstrating Cami’s ABILITY to train the trainers:
List behavioral indicators demonstrating Cami’s WILLINGNESS to train the trainers:
Confidence (can do)
Commitment (will do…believes)
Motivation (wants to do)
List behavioral indicators demonstrating Cami’s ABILITY to present the benefits of the
new security system:
Knowledge (knows how to do)
Experience (has done before)
Skill (is doing)
List behavioral indicators demonstrating Cami’s WILLINGNESS to present the benefits
of the new security system to clients:
Confidence (can do)
Commitment (will do…believes)
Motivation (wants to do)