Why is Teaching Soft Skills so... Hard?
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Jeffrey Pinkerton
Our oldest son was 17 and had his first job interview. The night before, I helped him practice and prepare. We talked about what he was going to wear, some of the highlights of his resumé and the importance of making a great first impression. I reminded him of the things we had discussed in the past, often in the context of meeting new teachers or new coaches: make eye contact, smile, give a confident handshake, speak clearly and show enthusiasm. Then I said, "Just for fun, let's practice how you are going to walk in." It was, in fact, not fun.
Making a First Impression 30 Times
I assumed, since my son and I had talked about these life skills on numerous occasions, the first-impression must-haves would be a quick and simple part of our pre-interview practice. Not the case. It took 20 to 30 attempts just to get his entrance, hello and handshake to a passable level – some of the attempts taking only a few seconds. If he walked in with his eyes down or shoulders slumped, that was an immediate U-turn and restart. "No, thank you. We'll hire someone else. Try again."
To his credit, he was serious about getting this job. He had gotten a haircut earlier that day, had ironed his shirt and slacks, and while I am biased, already has one of the most genuine, kindest smiles you've ever seen. I knew that if he made a great first impression, the questions and conversation would be easy. They'd be crazy not to hire him for their team.
And, after practicing a few dozen times, each time pushing his introversion to the side, he was brighter and bolder. Then, we rehearsed interview questions (his request to begin with), and – fast forward – he got the job.
Hard Wiring Soft Skills
Kroger, the grocery store that hired him the next day, would have training sessions to teach him how to do what they wanted him to do, the "hard skills." But, they hired likeable, trainable, hardworking people, who would be great to work with and who would be a great representation of the company.
That's why we spent our time working on soft skills – making a great first impression, how to be a great conversationalist, how to ask great questions, and how to be yourself – the best, most professional, most presentable, most hirable version of yourself.
Practicing Being Personable
Now, let's talk about your team. Sure, you can teach the hard skills, like processes, technical skills and systems. But, how well trained and prepared is your team in soft skills like communicating, caring and making a great first impression?
If you're unsure, have a friend call your club and ask a few questions. Or, even better, have someone secret shop your club by walking in the door. You can even message me, and I'll call your facility and ask some questions about programs and pricing. Warning: I am definitely going to ask them if they've ever tried a group fitness workout at your facility.
It can be hard to teach soft skills for a few reasons. The first is that, to apply them, you have to be willing to step out of your comfort zone and face stressful situations. Even rehearse them. Because handling a customer complaint can make you want to hide behind the desk. Overcoming sales objections can trigger a true fight or flight response. And, standing on a stage in front of 20 people to teach a group exercise class can mean sweaty hands and an increased heart rate... before the workout even begins!
But, being unprepared for those situations is even more stressful.
The second reason, as my son learned, is that it takes practice to be personable. I'm happy to report that my son's time stocking shelves at Kroger brought him out of his introverted shell and helped him shine as the friendly face and warm smile to brighten people's day. He gained confidence and eventually sought out conversations with customers, even going out of his way to talk to our adult friends and neighbors.
Training for Hard and Soft Skills
In MOSSA's instructor trainings, we – of course – teach the technical side of delivering a group fitness workout, hard skills like knowing programming and correctly executing the movements.
But, we also dig deep into connecting, being personable, helping people feel welcome, helping new people get started well and helping people feel as successful as possible as soon as possible.
Because we know how important it is for instructors – and any employee at your facility – to simply care. You want them to be serious about the job, however part-time, to care about the company they represent, about the mission you together are trying to accomplish, and about being the best version of themselves for the benefit of other people.
As for my son, Wilton, you won't see him at Kroger any longer; since then, he's received some of the world's best training, absolutely pushed himself out of his comfort zone, and now walks into a room with eye contact, smiles and has a strong and confident handshake (or salute, if applicable). Was it our conversation all those years ago? I am sure it helped. But, more than likely, it was the eight weeks of Navy Bootcamp and his 6+ years of traveling the globe... all starting when a Navy recruiter sparked up a conversation with Wilton (or maybe Wilton struck up a conversation with him) on the aisles at Kroger.
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Know people who would be great at teaching group fitness but need to build confidence and skill? MOSSA instructor trainings aren't Navy Bootcamps, but they do equip trainees with hard and soft skills practice and feedback so they can deliver great experiences at your facility. If you'll find the likeable, trainable, hardworking people (look everywhere!), we can inspire, train and mentor them.
