Attention & Memory
As a consultant that is working with people learning a new ERP system, have you ever thought about attention and memory?
According to Kanar (2012), most people cannot concentrate for more than an hour without getting distracted. In addition, attitude and behavior effect concentration. If you are working with professionals that have work that must be completed along with project work, the consultant is fighting a constant battle. The project team members in the ERP training session are fighting to listen and learn, but many times have multiple sets of data running through their mind (Is the office ok? I need to get those status emails sent! Did the transcript clerk remember to order more paper? I have got to get the new finance numbers for the month to the Dean tomorrow!)
Did any of that sound familiar? Now, let’s look at what is on the consultant’s plate.
The consultant has three days (usually Tuesday through Thursday, 9am – 4pm, and that is if they don’t leave early on Thursday) with two 3-hour sessions a day to impart the knowledge of a particular module within the new ERP system. So, for three hours, the user is trying to listen to a ‘lecture’ or ‘discussion’ while additional tasks take up concentration space, and the consultant is trying to disburse data at a rate that keeps up with the project tasks and timelines! All these competing for completion and attention typically ends with frustrated users, frustrated consultants, and struggles during implementation or postproduction.
I’m sure many may respond by saying “Well, this is why there should be backfill positions to relieve the project team of these additional responsibilities”. While some institutions may be able to do this, the project team is still responsible, at the end of the day, to make sure office tasks are completed and completed correctly.
So, what can be done? Here are a few ideas.
First, perhaps the day can be broken into smaller pieces, allowing for breaks to answer emails, phone calls, etc. more often (40 minutes to instruct, 20 minutes to address outside distractions). Break up the instruction into smaller ‘lecture size portions’ and then come back from the break to do hands on exercises. What this will allow is for the project team members to better enable active listening, followed by the opportunity to do hands-on activities to commit the previous information to long term memory.
Second, be always mindful that short term memory only lasts three to five seconds and has limited capacity (Kanar, 2012). Therefore, individuals that are learning a new ERP system need time to move the items discussed from short term memory to long term. This includes writing notes, stopping to allow the users to ask questions often (because you can’t remember what you don’t understand), and find ways to exercise the new knowledge that will open the sensory pathways to move items from short-term memory to long-term memory.
Third, project team members should also be aware of the distractions and commit to learning the new material. Turn off the outside distractions by closing email and turning off your phone. If the office is in dire straits, someone will come find you. Motivate yourself by looking at the information as an opportunity rather than a hardship or annoyance. Listen actively by writing notes, think about what’s being presented, and reflect on how to apply it to your day-to-day job. Review your notes and practice what you’ve learned. The more you do this, the more information will be retained. And finally, go above and beyond. When practicing what you’ve learned about the new ERP, try to apply it to something that typically happens to a record, or try to build out data for testing later.
All these options can help make learning a new ERP system more engaging, rewarding, and fun! And who knows? You may find yourself dubbed the “Subject Matter Expert” and with that could present a whole world of different opportunities!
Reference
Kanar, C. C. (2012). The Confident Student (8th ed.). Cengage Learning US.
https://mbsdirect.vitalsource.com/books/9798214354538
