20 years of on-the-job research revealed to me an abundant, holistic truth about work conversations:
They all possess the same 3-part structure that I now call Learn Teach Explore.
Learn, Teach and Explore are the names of each essential phase in a work-related conversation - regardless of the subject.
Learn LTE and you will be a better conversationalist with any person on any work-related subject. These three words have been carefully tested and chosen to act as ‘framing words’ to instantly allow you to access the communications skills you already possess - e.g. active listening, effective questioning, suggesting, explaining.
In other words, LTE is predicated on the truthful idea that you already have the capacity to be a great conversationalist.
The workshop/coaching experience is therefore a wholly positive and nurturing one. There is none of the normal ‘breaking you down and building you back up again’. You’re already built!
More about Learn Teach Explore as framing words
Telling yourself to be and do a framing word is a very helpful technique. For example, if you work in a customer-facing role, telling yourself to be and do ‘Help’, has been shown to really assist in accessing the style of behaviour and communication customers love. With the 3 generic phases of any work conversation…
Putting the word Learn in your head allows you to asking better questions and listen with genuine curiosity.
Beginning a conversation with an inquiring mindset allows you to achieve two essential goals. First, you establish rapport and connection with the other person. Second, you gain a clearer understanding of where they’re coming from. It’s only then that you’ve earned the right to be listened to.
Putting the word Teach in your head before you speak allows you to uses statements to explain or suggest with empathy and clarity.
This phase is about clear, single-subject statement-making. We tend to do this for only three reasons; to explain, suggest or persuade. Either way, it’s all about using a low word count and high meaning.
Putting the word Explore in your head assists you to truly connect with the other person honestly and strategically.
You and other person have both shared your respective viewpoints. It’s now time to actually converse; to chat, share, question, answer back and forth in an engaged, connected way. This is where the resolutions and problem-solving actually take place.
“In 2017, Victorian CGU WorkCover identified a compelling need to improve the customer service communication standards of our 100 plus strong claims team. Our goal was to improve our ranking for service satisfaction in the Victorian WorkCover Authority scheme.
We approached Derek Consulting with our desire to run short, behaviour-focused workshops of 90-120 minutes each. Derek immediately replied he could deliver. He outlined his Learn Teach Explore Holistic Communication process, and how it was specifically designed to create the maximum amount of learner development in the shortest possible workshop length.
Over a 2-day period, Derek delivered 8 x 90-minute workshops – 7 for team members, and one for team leaders to develop their call coaching skills using a variation of the same LTE model. The financial and time economics of this approach were marked, and very shortly afterwards we saw our service survey statistics begin to improve. Over the subsequent months, Derek ran further rounds of workshops, each designed to use the LTE model to redress very specific aspects of the claims management process, such as adverse decisions, first call contacts etc. Again, these workshops were always short and behaviourally focused.
In between workshops, Derek provided 1:1 call coaching assistance to each team, again using the LTE model as a framework and benchmark for such sessions. We found our team members could remember, as well as use, the LTE model to extend their potential, and that our team leaders could also use it to assess and benchmark calls as well as provide objective, criterion referenced feedback. A year later, our service stats have improved markedly, placing CGU in first position in some months.
The impact and high usability of the Learn Teach Explore model has been a critical component of these improvements. We believe so much in its effectiveness that we are now using it throughout the organization nationally, as a foundation communication model for all of our long tail claims. This model is truly unique in that it supports authentic team member communications skills development in a holistic, supportive and ‘human’ way. It is simple, highly effective and empowering for anyone who commits to it.”
“The LTE model’s simplicity and practicality have empowered our frontline managers to elevate their communication skills meaningfully”
START HERE: Learn Teach Explore Introductory Workshop
The ‘showpiece’ of this popular communication model, this workshop offers learners the keys to the work conversation skills kingdom!
After completion of the introductory workshop, single focus workshops on specific subjects are unlocked - such as Coaching, Giving feedback, Courageous conversations, Selling, Service, and Negotiating.
Up to 3 × 2 hour sessions can be run in a single day, maximising your staff’s training in a minimal time period.