How People Learn

I recently started a new job and the first couple of months were very frustrating   Although I was very excited in the beginning, I soon became frustrated at not knowing my way around the company and who to call to resolve problems.  I then remembered the Situation Leadership II model that I had learned by Ken Blanchard.  The model states that people go through four stages of learning and as a manger you, should change your management style to match the stage of your employee.  First, they are excited but clueless, next, they are frustrated and lost, in the third stage they are competent but do not realize it then finally they are successful and confident.  This concept is similar to the adage about high-school students.  As a freshmen, you think you know everything but you know nothing, as a sophomore, you know nothing and you realize it.  When you are a junior you know everything but do not realize it and as a senior you know everything and you know it.

The Situational Leadership II Model

A managers style changes with the progression of the employee

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As the employee progresses through the stage, the manger varies the amount of encouragement and direction.  In the beginning the employee needs little encouragement but a lot of direction.  In second stage, the employee needs clear direction as well as a great amount of emotional support.  In the third stage, the manager should provide strong emotional support but less direction.  Finally, the employee can work independently with little guidance from their manager.

This model is very similar to the concepts in the book called "Mastery: The Keys to Success and Long-Term Fulfillment  by George Leonard.  The book describes a similar pattern path that people take to reach success.  In the beginning, you are excited, then you as you begin to practice, you get frustrated because the task is hard.  If you stick with it, you become competent but reach a plateau.  Finally after months of practice, with no change in results you have a breakthrough and reach a new level of mastery.  Unfortunately, many people tend to stop at the second stage when things get tough.  Imagine the person taking up golf.  They go to the store and buy all the right clothes and the best set of clubs and after the first lesson they quit because they can't hit the ball.  Mr. Leonard refers to this type of person as the "Dabbler".  They get excited about something new and then when they realize it is hard they quit before they have a chance to develop the skill.

The "Dabbler" quits when a new task becomes too hard.

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So why is it so hard to learn something and why do we get so frustrated in the early stages?  The answer lies in two concepts, Muscle Memory and Procedural Memory.  When you first start to do a task like swinging a golf club, you brain needs to direct every muscle in your body involved with the task.  At the same time your brain is recording each of the actions.  With so many things going on at once, there are bound to be problems and you rarely hit the ball in a straight line.

With consistent practice, your brain records the movements until they become second nature.  You can then perform the task without thinking.  Over time, your brain has literally become rewired.  It is this rewiring process that causes so much pain and frustration.  The same thing happens with Procedural Memory.  When you drive the same route to work, you brain creates an internal map.  After several weeks of commuting, you can leave your office and arrive home and not recall where you have been.  Your brain has been working on autopilot making turns without your conscious input.

The important thing to remember from all of this, is that it is the repetition that leads to mastery.  When you first start a task, your body and brain must focus all it's energy in order to be successful   This concentration can even be mentally and physically draining.  Without a good coach, you may fail at your task and become discouraged from trying again.  With positive feedback, your body continues to refine the model and create a stronger and stronger internal ability.  Eventually, you can perform the task without engaging your active brain and you are able to focus on higher levels of strategy to be successful.

Many products seem to ignore these stages of learning.  How many times, have you tried a recipe from a cookbook once and if it did not come out correct, you gave up?  Only by trying the same recipe several times can you become successful.  To help you along this path, products should encourage the customer to repeat a process until they have become successful.  For example, a cookbook could only have five recipes   On each page there are boxes where you can record the date you tried the recipe, how it came out and what you would do to change it next time.  After cooking the same recipe for five times, the person should be able to do the recipe without looking at the book.  There could be a series of such books. The first would be soups, the next casseroles, then breads and so on.

The smartphone is a perfect feedback system to encourage people to continue practicing a new task until they have achieved mastery.  The trick is to limit the task so the person can become successful in a small number of tries, provide some kind of feedback so the person can learn from their mistakes and to encourage the user when they are frustrated and want to give up (hint- have people upload their frustrations to a social network, it may prove very therapeutic).

By recognizing the stages that people go through when learning a new task and helping the user along the journey as their mind and body is transformed, companies can help people achieve goals that the person never thought they were capable of.