The Importance of In-Service Training for Challenge Courses

In-service training is crucial for the ongoing development of employees, particularly in dynamic environments like challenge courses, aerial adventure parks, zip-line canopy tours, etc. These training sessions aim to enhance staff skills, knowledge, and performance, ensuring they can effectively fulfill their job responsibilities. By providing opportunities for staff to practice in a safe environment, away from paying participants/clients, in-service training helps improve overall job performance, quality of work, problem-solving abilities, and safety. Additionally, it fosters community building among employees, aiding in retention and efficient scheduling. These benefits collectively contribute to a high-quality program that delivers exceptional experiences to participants.

Planning an In-Service Training

Timing:
Determining the right amount of time and frequency for in-service training is critical. Short, one-hour sessions can be beneficial for quick updates and focused topics, but they may limit the depth of training that can be achieved. On the other hand, longer sessions, such as four to eight-hour trainings, allow for more comprehensive skill development and practical application.

The frequency of training sessions also plays an important role. More frequent trainings, such as monthly sessions, can help keep skills sharp and address immediate needs effectively. However, scheduling these sessions amidst operational hours can be challenging and may disrupt regular activities. In contrast, less frequent trainings, such as bi-annual, seasonally, or semesterly sessions, provide more time for preparation and deeper dives into complex topics.

Content:
The content of the training should be relevant and varied. Gather feedback from staff to tailor the training content to their needs and challenges, ensuring better engagement and improvement. It's beneficial to categorize the training into key areas:

Technical Skills Review:
Regardless of the type of course you operate, your staff must master a core set of technical skills. In-service trainings provides an excellent opportunity to review and refine these abilities. For instance, think about skills that aren’t used frequently but must be performed well when needed, such as rescues. In-service training offers a safe environment to practice and stay ready.

I also consider what specific skills my staff need to improve. Looking at the big picture, I identify areas where we might not be performing well or where I’d like us to be more proficient. A recent example is our “ground school.” While we consistently cover all the safety points and ensure participants understand them, our explanations could be clearer and more consistent. By practicing ground school speeches through role-playing, we can enhance staff confidence and, in turn, improve participants’ experiences and safety on the course.

New Technical Skills:
I often refer to this as “advanced” skills training, though the skills themselves don’t have to be complex. These sessions are for experienced staff to learn and practice new skills, keeping them motivated and avoiding training fatigue. These new skills can be straightforward, such as new ways of using equipment they are already familiar with in a different application, or more complex scenarios that build problem-solving abilities.One of my favorite complex scenarios is the “Dropped Parachute Cord” challenge. We have several elements where a parachute cord (p-cord) is used to set up climbing ropes. Sometimes both the p-cord and the climbing rope “magically” end up on the ground, requiring extra work to get the p-cord or rope back in place. During training Instead of telling staff how to fix it, I set up a training scenario where they have to figure it out themselves. We utilize our ground school to create a safe but hands-on environment for them to work in. I give them free rein of our gear shed and 20 minutes to brainstorm solutions. This exercise teaches problem-solving, critical thinking, and ensures they understand the correct ways to identify and utilize life safety equipment. After testing their, often complex, ideas, I show them the simplest and safest method. This way, they’re prepared for future issues, have reinforced safety boundaries especially when problem solving, and learned to prevent problems by thinking ahead.

Mandatory Topics (“Boring Stuff”):
Every organization has its share of mandatory and important, yet dull topics like policies and emergency action plans. To keep these sessions engaging, I gamify the information. For instance, we review our emergency action plan twice a year. While discussing when to close the course for storms can be boring, turning it into a kahoot quiz or a puzzle can make it fun. Creating an “ad lib” version of the plan can also bring laughter and engagement during review sessions. I’ve used everything from crossword puzzles to scavenger hunts to and other styles of  games to keep staff engaged.

Play Days:
These days are planned and run by staff for staff, offering fun opportunities to enjoy the course and balance out tougher work days. On play days, staff often act as both participants and staff, experiencing the course from a participant’s perspective. This builds rapport among team members, fosters a positive community, and acknowledges that while high expectations are set, there are also rewarding experiences. It also aligns with our challenge course philosophy of "challenge by choice," allowing staff to gradually expand their comfort zones. By facing activities within their challenge zone during these sessions, staff can build confidence over time, ensuring they can focus their talents on assisting participants effectively during regular operations.

We’ve organized play days as small events, like spending a few hours after training on a “Leap of Faith” element, or larger events like campouts at the course.

Conclusion:
Overall In-service training is a vital component of staff development, improving both individual performance and overall program quality. By thoughtfully planning and implementing these sessions, you create a supportive environment that enhances skills, builds confidence, and fosters a strong, motivated team. Whether your training is simple or expansive, the key is to make it effective and engaging for your staff, ultimately benefiting your entire program. So, what will you do to create engagement at your next in-service training?

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Written by Lori Stover.  Lori is the owner of Avanti Solutions, a consulting company, focused on helping courses enhance operations by sharing her 15 years or experience in the industry.   She is also the Challenge Course Manager NC State University and most recently was elected to the ACCT Board of Directors.