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ForumsYou may be a brilliant technician, but providing computer training is a completely different game than fixing a computer. It doesn’t rely so much on technical skills; instead it requires social and teaching skills which many computer technicians don’t necessarily have. Here are some tips I learnt over the last 8 years to be the best computer teacher you can be.
Explain things clearly and in great detail
Instead of saying something like “open Internet Explorer”. Say “See that blue E in the top left corner that says Internet Explorer? Can you double click that with the left mouse button for me please”.
Don’t be surprised that many clients wont even know what Internet Explorer is, often they just use the top default link in the start menu which is labeled “Internet”. Always explain in detail.
Put them in the drivers seat
Most people learn better by actually doing the task themselves rather than watching you do it. Get out of the computer chair, give it to them and you can watch over their shoulder to guide them. I find this is the most important thing to help them remember what you are teaching.
Its quite common for the client to forget what they learnt once you leave the premises, especially if there were many steps involved in the task. Get them to write the steps down in their own words that they can understand.
Make them do it again without you helping
Many clients will say they are keeping up with you while its being done the first time, but don’t really understand or remember it. The best way to make sure that they learnt what you are teaching is to make them do it again, based off their own notes without you assisting. Be patient and let them take their time. Some people have narrow vision and have to look at every icon on the desktop before they find the one they want. If they get stuck, give them some hints and let them try again. If they are still stuck, show them that step again and afterwards, make them do the whole process again without your help.
Be patient
We need to remember that many people weren’t brought up in the computer age and/or it just doesn’t come as naturally to them as it does to us. Be patient with them and let them learn at their own speed (besides, who cares how long it takes if you are getting paid per hour?). Also, keep in mind that people who are not good with computers aren’t dumb. Everyone has their own skills somewhere (I can fix most computer problems but I can only do the basics when troubleshooting a car problem). For all you know they used to run a multimillion dollar business. Everyone is each to their own.
Make it easy
For the people who are very new to computers (we’re talking barely-managing-to-use-the-mouse new) and they want to do some basic things like how to find something with Google. Make it as simple as possible by putting shortcuts on the desktop like this and hiding unnecessary things. Other things you can do is make Google their browsers start page and make things happen automatically like the computer choosing the appropriate program when they plug in their digital camera without their intervention.
Once a client finds someone who is patient, lets them take their time, explains things slowly and makes them feel they’ve accomplished something because they can remember the steps, they’ll keep that person for a long time. Make sure its you.
I find it ammusing when you tell the cilent/student to “right click on the icon in the bottom left corner ” and 99% of the time the reply is ” no I don’t have one those on here, ah yes found, left click!!!” drives you nuts, if you move into the tution field you have to have the patience of a saint.
I’d even go so far as to say that if you’re teaching noobs, it’s better not to be too advanced in your knowledge of the subject matter. It’s preferable to only have as much knowledge as you need to teach the student. Otherwise I find the type of patience required is completely impossible.
I was thinking about trying to create a niche market in training seniors. Working with my mom is the reason that I continue to deliberate even attempting this. She recently bought her first computer and did not even know what “right click” or “double click” meant. And she always had to ask “WHY?”. A lot of times patience is going to be a more important quality than your technical knowledge. You really have to get your beginner training materials down to the most extreme basics in a lot of cases. I find this is especially true for older people who never had a computer before. They seem to have a lot more questions and require a lot more patience because they may lack a lot of the basic knowledge that you would assume most would have. If you are patient I think you can do really well in your business, will have an extremely happy client, and you will get great word of mouth.
While it is important to have good communications skills and patience with clients, it’s just as important to realize that not every client wants to learn.
I have a good reputation with people who need tutoring and with people who just need to know what the sequence of tasks is to achieve a particular outcome, and the word of mouth on that helps me get new clients.
However, I have plenty of other clients who just want me to come in, fix the thing or clean the thing or install the thing or whatever, while they go in the other room and make a sandwich or play with the dog. And I have a good reputation there, too.
So the most important part of this is to ask the client if they want to know what you’re doing and learn how to do it before you launch into an explanation of left-click and right-click. Plenty of folks are happy just to buy in your services, and if you are efficient and polite, they’ll buy in your services next time, too.
Good article and I agree with your points.
My fiance’s grandparents just got their first computer and were asking me a couple questions. I make an effort to not talk above people when it comes to tech stuff, but there was no way I could “dumb it down” so they would understand. It’s been quite some time since I talked to someone at such a low level of computer skills. Kind of frustrating because you want to help and no matter what you say, you cannot help them understand.
Great advice, teaching really requires a different skill set than just being a good technician. I agree, you need to have the participant do the dirty work and make notes that they will understand.
I have trouble when i try and teach my spanish speaking clients. Im fluent in spanish but when trying to name a part or explain how one thing works with the other i have trouble translating.
As a former UK Army Instructor i have had great tuition in explaining this from a basic level or giving an “Idiots guide/explanatgion” as we call it.
My advice is this:
If your serious about giving lessons, plan ahead and write some down, such as step by step on how to access the internet, include screen shots, the elderly or non pc friendly folk love this.
My mistake on doing this, i sent a copy to a customer and i had arrows pointing to a screen shot of my desk top with instuctions shuch as left click on the start button and the arrow pointing to it, he said it didnt work…..then i realised he was clicking on my screen shot instead of his desktop.
Lesson i learnt, print it out and hand it to them.
Hope this helps someone..
Quite honestly, I don’t have the patience to teach people computer skills. I’ve been working on them since 1978 and just don’t have the patience for it. I like working on computers because I’m good at it and it’s my primary source of income, but if given the chance (like winning the lottery or if I somehow had enough cash), I’d never touch another computer again (except for my own.)
I agree that patients and communication skills are extremely important when dealing with seniors–not to mention the fact they already feel “pretty dumb” when it comes to technology. I have been teaching seniors for over 15 years and have developed a “senior friendly” curriculum for computer usage. Classes are offered in 8- week semesters, focused on a variety of topics, from games to email… If anyone else is into the same concept I’d love to collaborate…
Idif
You must have not only experience in your field, but also an inclination to teaching. When I explain something and a person doesn’t get it, that’s always driving me mad.
I am thinking of teaching a computer begginers class for older learners at a high school. The high school wants me to come up with a lesson plan to show the school for what I will be teaching in the course, which I expected. Does anyone have an idea for a good teaching aid or books to use? I have a few a begginer books I was going to take parts from but any suggestions are welcomed.