Trainer Talk: Lessons Learned

By Bonnie Burn What could 19th century philosopher George Santayana possibly know about facilitating a “Lessons Learned Session” for a 21st century project? His famous quote has the answer: “Those who cannot remember the past are condemned to repeat it.” All too often teams have not heeded this sage advice. But let’s take it one step further, by also challenging ourselves to increase our learning as we facilitate Lessons Learned Sessions. Below, you will hear from a trainer who is willing to do just that...learn lessons about leading Lessons Learned Sessions. Q: A key manager requested a Lessons Learned Session for his project team that failed to meet its critical launch deadline. To prove my responsiveness, I said, “Yes,” and facilitated the session two days later. Dismal results. Only seven of the 12 team members attended. The executive sponsor decided to just “drop by” (and texted during the entire session). When I asked, “What went well?” the room went silent. Then someone shouted, “We all got along!” followed by nervous laughter, but no other contributions. Then I asked about improvements. One person lamely piped up with “Our timing,” which was followed by a monologue from the manager about his career accomplishments and insights. A few team members rolled their eyes while others fought back snickers. It’s been two months since the Lessons Learned Session, and a new project is underway. How can I avoid a repeat of this professional embarrassment? A: As you have experienced, facilitating a Lessons Learned Session is one of the toughest assignments a trainer can undertake. There is no way to predict what dynamics will occur, but using a checklist that is focused on preparation, has effective questions, and includes follow-up steps will help your next Lessons Learned Session to be a success. Lessons Learned Checklist: 1. Prepare with a purpose.

• Meet with the project leader to determine invitees.
• Discuss team history, structure, and make-up of team members.
• Discuss a draft of survey questions with the project leader, distribute, collect, and compile responses.
• Discuss survey themes with the project leader.
• Coach the project leader on his responsibilities during the session, as well as after.
• Articulate Lessons Learned Session objectives based on agreements with the project leader.

2. Facilitate for substance.

• Have participants add to your ground rules.
• Keep discussions focused on team learnings and solutions.
• Use open-ended, probing questions to help the team explore “how to improve?”
• Select debriefing techniques such as mindmapping, energy/interest charts, graffiti walls, and picture selections.
• Visually capture key insights in real time.
• Ask the team for feedback on Lessons Learned Session.

3. Act on action words.

• Schedule a follow-up meeting with the project leader to review next steps.
• Identify reinforcement resources, e.g., setting up an interactive learning community group, Intranet blog, social networking site, and posting learnings on a community Website.
• Ask the project leader for feedback on your facilitating skills.
• Discuss with the project leader what additional support you could provide.

Like success in the training classroom, a successful Lessons Learned Session is not simply the result of years of experience or books read. It’s about preparation, facilitation, and action...and, of course, the insight and honesty to take a lesson from your own book of life. Bonnie Burn is CEO of DISCcert and the author of “Assessments A to Z” and “Flip Chart Power.” For 25 years, organizations have used her assessments, coaching, management skills training, teambuilding workshops, and train-the-trainer certification programs to grow.