Have you ever encountered resistance from employees during a training program? If so, how did you handle it?

Sample answer to the question

Yes, I have encountered resistance from employees during a training program. For example, when implementing a new software system, some employees were hesitant to learn the new technology because they were comfortable with the old process. To handle this, I took a proactive approach by conducting a pre-training meeting to address their concerns and explain the benefits of the new system. During the actual training sessions, I made sure to provide clear instructions, demonstrate the processes step-by-step, and offer plenty of hands-on practice. I also provided ongoing support and created a feedback loop where employees could ask questions or share difficulties they were experiencing. By addressing their concerns, providing thorough training, and offering continuous support, I was able to overcome resistance and successfully onboard the team to the new system.

A more solid answer

Yes, I have encountered resistance from employees during a training program. In one instance, I was tasked with implementing a new sales training program for a team of retail associates. Some of the employees were hesitant to change their selling techniques and were resistant to the idea of adopting new strategies. To handle this, I first engaged with the team individually to understand their concerns and acknowledge their expertise. I then conducted a group training session where I explained the rationale behind the new techniques and demonstrated how it would benefit their sales performance. During the training, I made sure to create an open and interactive environment, encouraging employees to share their insights and opinions. I also incorporated various motivational techniques, such as gamification and rewards, to keep the team engaged and motivated throughout the program. By addressing their concerns, providing clear explanations, and incorporating motivational strategies, I was able to overcome resistance and successfully implement the new sales training program.

Why this is a more solid answer:

The solid answer addresses the question and provides a detailed example of encountering resistance during a training program. The candidate demonstrates their interpersonal and motivational skills by engaging with the team individually, acknowledging their concerns, and incorporating motivational techniques. They also showcase their exceptional presentation and facilitation skills by creating an open and interactive training environment, explaining the rationale behind the new techniques, and keeping the team engaged throughout the program. However, the answer could further improve by providing specific results or outcomes of the new sales training program.

An exceptional answer

Yes, I have encountered resistance from employees during a training program. For example, when I was involved in the implementation of a new customer service training program for a hotel, some employees were resistant to change and believed that their existing service skills were sufficient. To address this resistance, I took a proactive approach by conducting a thorough needs assessment to identify specific areas of improvement for the team. I then customized the training materials to address these areas and emphasized the benefits of enhancing their service skills for both personal and professional growth. During the training sessions, I created an engaging and interactive environment by incorporating real-life scenarios, role-playing exercises, and group discussions. This allowed employees to relate the training content to their everyday tasks and build confidence in applying new service techniques. Additionally, I provided ongoing support by conducting follow-up sessions to address any challenges or questions that arose after the training. As a result of these efforts, I witnessed a significant improvement in the overall guest satisfaction scores, with an increase of 15% within the first three months of implementing the training program.

Why this is an exceptional answer:

The exceptional answer goes above and beyond in addressing the question and provides a comprehensive example of encountering resistance during a training program. The candidate showcases their interpersonal and motivational skills by conducting a needs assessment, customizing training materials, and emphasizing the benefits of enhancing service skills. They also demonstrate their exceptional presentation and facilitation skills by creating an engaging and interactive training environment and providing ongoing support through follow-up sessions. Furthermore, the candidate quantifies the impact of the training program by mentioning the significant improvement in guest satisfaction scores, highlighting their ability to achieve tangible results. This answer effectively addresses all the evaluation areas and aligns with the expectations of the job description.

How to prepare for this question

Reflect on past experiences where you encountered resistance during a training program. Think about the specific situations, the reasons for resistance, and the strategies you employed to address it.
Consider the importance of interpersonal and motivational skills in handling resistance. Reflect on times when you effectively motivated and engaged employees during training sessions.
Review your facilitation and presentation skills. Think about ways you can create an engaging and interactive training environment that encourages participation and facilitates learning.
Research best practices for overcoming resistance during training programs. Look for strategies that have been successful in the hospitality industry or similar settings.
Prepare specific examples and results from previous training programs that demonstrate your ability to handle resistance effectively and achieve meaningful outcomes.

What interviewers are evaluating

Interpersonal and motivational skills
Ability to engage and motivate staff during training sessions
Exceptional presentation and facilitation skills