Know your learners

ℹ️Learning objective

After this micro-module, you will be able to tune in deeply to a nonprofit team's reality and needs by deploying at least two discovery techniques.

This includes sharp follow-up questions that convert a surface chat into valuable insights for workshop design.

Why is this needed?

This is the main tip that new trainers would like to do differently after doing their first training.

💡Key principle

No matter what you're saying, speak the language of the learners.

No jargon, no acronyms, or reference to your day-to-day job they might not understand.

Introduction call agenda

A typical intro call runs about 25 minutes:

1. Quick intro from everyone — 5 min

  • What does your company/nonprofit organisation do?
  • Your role

2. Discussing needs and challenges — 15 min

Nonprofit team explains:

  • Who are the learners? What is their background, their level of ability?
  • Why do they need the training? Describe the behaviour changes you'd like to see and the job context and challenges.

You present:

  • High-level outline of the proposed training

3. Logistics and next steps — 5 min

Please pencil in a possible date and time (it can be updated later).

  • How to shortlist and confirm learners on the nonprofit side
  • Where should the session be hosted? Online or in person?
  • Questions to investigate (needs or logistics)
  • Materials to share

Confidence pulse

If the intro call were tomorrow, how sure are you that you'd extract the learners' real needs, and not just the headlines?

Discovery techniques

Here are five techniques to help you dig deeper during your intro call. Each includes an example phrase you can use.

Echo & Extend

"So you mentioned [their words]... Can you paint me a picture of what that looks like in practice?"

Example phrase to use

What is it? Rephrase the partner's key point, then invite them to go deeper.

How to use it:

  1. Paraphrase in your own words
  2. Add a nudge: "Can you walk me through the last time that happened?"
  3. Listen, and repeat if details are still light

When to use it: Whenever a statement feels thin or needs illustration.

Concrete Zoom

"Walk me through the last time that happened. What exactly did you do first?"

Example phrase to use

What is it? Move from abstract talk to measurable, observable facts. Play detective a bit, and try to think there is more to uncover.

How to use it:

  1. Mention a specific situation: last time, a specific example
  2. Try to break it step by step
  3. Listen and follow up with precise questions

When to use it: When answers stay vague, e.g. "the team struggles with reports".

Two-beat pause

Pause for 2-3 seconds after they finish speaking. Wait for them to fill the silence.

What is it? Silence is a power move: by leaving this room, you're leaving people extra time to think and add details. It also signals that you might be expecting more from them.

How to use it:

  1. Count in your head to 3. It's normal if it feels long
  2. Don't forget to smile and stay engaged, as if you were expecting them to continue
  3. Let them fill the space

When to use it: After loaded statements, or when answers feel rushed.

Future-back ask

"Imagine it's six months from now and this is working perfectly. What changed? How did we get there?"

Example phrase to use

What is it? Jump ahead in time and ask them to describe success in hindsight. Think of it as time travel for goal-setting.

How to use it:

  1. Set the scene: "Imagine it's six months after the training session"
  2. Ask for proof: "How does it relate to your organisation or team's goals and challenges?"
  3. Probe for details

When to use it: When clarifying goals, metrics, or motivation (works brilliantly in project kick-offs).

Open-ended questions

"What else comes to mind when you think about [topic]? What questions do you have?"

Example phrase to use

What is it? Start topics with What/How questions that let them steer. You don't know what you're looking for, so you want to leave your options open for the unpredictable.

How to use it:

  1. Frame the area you're exploring
  2. Ask your open-ended question: make sure you don't hint too much at a specific answer
  3. Use the Echo and Zoom techniques for more details

When to use it: Kicking off new sections or when you sense closed answers coming.

ℹ️More techniques in the cheat-sheet
  • Summative bounce — Summarize and confirm to make sure you're clear
  • Reverse interview — Ask the interviewee to answer the question you should be asking
  • Pixel check — Get super specific by asking people to show examples and artefacts
  • Pre-mortem flip — Imagine what could go wrong

Time to practice!

Start Practice

Evaluation criteria

Evaluation Criteria

You'll be evaluated on:

  • Discovery techniques used — Did you use 3-5 techniques from the module?
  • Depth of insights — Did you uncover who uses the CRM, why workflows break down, and how your workshop could help?
  • Question quality — Were your questions open-ended and exploratory rather than leading?
  • Conversation flow — Did you keep the conversation focused and under 10 questions/4 minutes?
  • Follow-up questions — Did you dig deeper when answers were vague?

What's next

💡For your real intro call

Five minutes before your real intro call, open your Quick-cue cheat-sheet.

Your task

Pick two techniques you'll focus on during the live call. During the call, pay attention to the techniques used by your co-trainer.