Have any of you led account handling training sessions for non account people who need to be upskilled? What are the most engaging formats you’ve encountered? Any particular practical cases you’ve found effective? Do you have any general recommendations overall?

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Powerpoint but with worked in examples for the audience to work on on their own and then come back to review

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Are you looking for advice for any particular departments?

Got it! I’ve personally used onboarding decks that include client details to get folks up to speed on the day-to-day, but for upskilling/account handling, it really depends on what they need to learn. For example, I’ve done some trainings on budget development/scoping where I walked them through a high level overview of each doc we use, then drilled down into their specific departments to show how the budgets and language translated into their day-to-day tasks and responsibilities. I’ve found it helps them understand the bigger picture, and with that it’s easier for them to see what the day-to-say actually ladders up to.

For general account/client handling skills, I‘ve found it’s easier to have smaller calls (or even one-on-ones if your team is small enough) where you can have an open conversation about where they feel stuck and what you think may help them in client comms.

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We do some areas, but there's a survey that goes out beforehand to figure out what people want. Not all things are relevant for everyone, but it helps us figure out what to prioritize. Budgeting and scoping tends to come up quite a bit

People tend to learn better when they can relate the material to real-world examples. Using practical examples can help to make the training more engaging and relevant.

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