Think back to a time when you were in a conversation that could have gone better. Perhaps you said something the wrong way, or you walked away from the conversation not fully knowing if the other person even understood what you were trying to convey. Technical trainers rely on effective communication as the foundation of everything that we do. We help end users to learn how to use software and adjust to new workflows, through the process of constantly adapting to different backgrounds, skill levels, and learning styles. In this session, you’ll learn actionable strategies to begin thinking like a trainer, including: - Using active listening techniques to communicate with empathy. - Best practices for explaining technical concepts in non-technical terms. - Adjusting your communication approach for different communication styles. - Using problem solving skills to help you get unstuck during difficult conversations.

1. Think Like a Trainer:
Improving Your Communication Skills
Olivia Liddell
@oliravi

2. About Me
● Cloud Training Specialist at Cloudbakers
● Former Chicago Public Schools teacher
● First became interested in technology through hacking

4. “A language is a system in which all the
elements fit together, and in which the
value of any one element depends on the
simultaneous coexistence of all the others.”
- Ferdinand de Saussure

6. Agenda
● Best practices for explaining technical concepts in non-technical
terms.
○ Active listening and empathy
● Adjusting your communication approach for different
communication styles.
● Using problem solving skills to help you get unstuck during
difficult conversations.

8. Explaining technical concepts in
non-technical terms

9. ● Assumptions of prior knowledge or skill level.
○ “As I’m sure you already know…”
○ Just / simply / obviously
● Dismissive corrections.
○ “Well, actually…”
● Unnecessary technical jargon or acronyms.
What to avoid:

10. ● Use sequence adverbs when listing steps in a process:
○ First / next / then / finally
● Use shorter sentences.
● Check for understanding.
○ “Does that make sense?”
○ “What can I further clarify for you?”
What to do:

12. Active listening:
Focus on Paraphrasing and Clarifying

13. Paraphrasing and Clarifying:
“What I hear
you saying is…”
“As I
understand it,
you’re having
difficulty
with…”
“Can you tell
me more
about…?”

14. Make relevant comparisons.
● Use metaphors and analogies that the other person can
relate to.
● Don’t linger on the metaphor for too long.
Connect it back to your main point as soon as you can.
● Have a few go-to examples ready to use. Practice!

15. Make relevant comparisons.
● Multiple layers:
Sandwich or lasagna!
● Many options to consider:
Buffet!
● Different stages of production:
Ingredients → Batter → Cake!

16. Adjusting your communication
approach for different styles

17. Assertive Passive Aggressive

18. Assertive Communication
Characteristics
● Confident posture
● Attentive facial expression
● Enthusiastic tone of voice
Verbal Cues
● “I believe we should…”
● “What alternatives do we
have?”
● “In my opinion…”

19. Assertive Communication
How to Respond
● Mirror their body language.
● Show confidence and openness.
● Use “we/our/us” to emphasize collaboration and connectedness.

20. Passive Communication
Characteristics
● Low volume
● Up talk
● Slumping posture
● Avoiding eye contact
Verbal Cues
● “This is probably wrong, but…”
● “I guess we could…”
● “...but only if that’s okay with
you.”

21. Passive Communication
How to Respond
● Use positive body language.
● Acknowledge their contributions.
● Ask specific follow-up questions.

22. Aggressive Communication
Characteristics
● Loud and yelling tone of voice
● Talking over others
● Rigid posture
● Glaring
Verbal Cues
● “You must…”
● “I’m right and you’re wrong.”
● “It must be done this way.”

23. Aggressive Communication
How to Respond
● Stay calm and pause before responding.
● Depersonalize the situation.
● Empathize with them.
● Be proactive, rather than reactive.

24. Use problem-solving skills to help
you get unstuck

26. Problem-solving methodology
● Break the statement down into smaller pieces.
● Prioritize the pieces, but don’t overthink it.
● Solve them one at a time.
○ Choose a problem-solving strategy to assist you.

28. Communication problem-solving strategies:
Clarify Use a metaphorParaphrase
Feel / Felt / FoundPositive framing

29. “This needs to go
back to the way it
was before.”
I’m feeling
anxious...
This might
negatively affect
other stakeholders.
Change can be
difficult for me.
Positive framing
Feel / Felt / Found
Clarify

30. ● Empathizing through Feel / Felt / Found:
● “I can understand why you might feel that way.”
● “I’ve worked with other clients who have also felt that it would
be better to go back to the previous version.”
● “What I’ve found that can be helpful with adjusting is..."

31. ● Positive framing:
● Assume positive intent.
● “I recognize that this change affects not just you, but also your
entire department.”
● Remind yourself of what brought them to the conversation.

33. Additional Resources
● MindTools: Metaphorical Thinking
● ACAS: Challenging Conversations and How to Manage Them
● Uncommon Schools: Teach Like a Champion
● Ferdinand de Saussure: Course in General Linguistics (1916)

34. “A language is a system in which all the
elements fit together, and in which the
value of any one element depends on the
simultaneous coexistence of all the others.”
- Ferdinand de Saussure