Client Story (Delivery)

Scaling Delivery for Large Learning Engagements

The Challenge

This client, a training firm, faced a recurring challenge in delivering programmes to large audiences. While they could manage their typical group size of 30–40 learners with their internal facilitators, larger engagements of 100–150 learners created logistical and delivery hurdles. These large opportunities were valuable but difficult to manage effectively with the resources at hand.

Hiring additional full-time facilitators wasn’t a viable solution. The demand for large-scale engagements was sporadic, and maintaining a large team of facilitators would add unsustainable fixed costs. Yet, turning down these opportunities wasn’t an option. The firm needed a scalable solution to manage large audiences while ensuring a consistent and high-quality learner experience.

The Solution

To address this challenge, we designed a system to train and deploy a flexible network of group facilitators. These individuals were tasked with guiding smaller groups of 6–8 learners within larger sessions. Their role was critical—not to lead the entire class, but to ensure meaningful engagement, drive discussions, and help learners achieve the desired outcomes within their smaller groups.

We began by proactively reaching out to individuals who might have an interest in and suitability for facilitation. Many of these candidates were identified through recommendations and word of mouth. This targeted approach ensured we recruited individuals who met specific prerequisites, including communication skills, adaptability, and an eagerness to contribute to the learning experience. One person within the organisation was appointed to oversee this growing network, managing recruitment, coordination, and readiness for assignments.

I was brought in as a master trainer to design and lead the facilitator training programme. This programme focused on equipping group facilitators with the skills, tools, and confidence to succeed. Since many were new to facilitation, we adopted a highly structured approach that provided clear guidance and support.

The training included prior information sessions to set expectations and clarify goals. Facilitators were given detailed guides outlining their roles and responsibilities, the session structure, and facilitation strategies. These guides also provided deeper insights into the content than the learners would have, enabling facilitators to effectively steer discussions. To ensure consistency, we clearly defined what facilitators should and shouldn’t say, creating a reliable and predictable learner experience across groups.

Implementation and Monitoring

During large-scale engagements, trained group facilitators were deployed to lead smaller group discussions. This structure ensured that each learner received individual attention and meaningful engagement, even within audiences exceeding 100 participants.

Close monitoring was integral to maintaining quality and consistency. Experienced facilitators and lead trainers, including myself, roamed between groups to provide real-time support, address challenges, and ensure alignment across discussions. After each session, feedback loops were implemented to gather insights from both facilitators and learners. This iterative process helped refine the approach, ensuring continuous improvement in delivery.

The Impact: Unlocking New Opportunities

By building this network of group facilitators, the client successfully scaled their delivery capacity without committing to full-time hires. This flexible model allowed them to take on large engagements that had previously been beyond their capability, capturing valuable opportunities and expanding their market reach.

The structured training and oversight ensured a consistent, high-quality learning experience across all groups. Learners benefited from interactive and focused discussions, while facilitators felt equipped and empowered with the tools and guidance needed to perform effectively.

For the client, this solution was transformative. It not only solved the immediate logistical challenges but also laid the foundation for sustained growth and scalability. By creating a flexible, well-trained network of group facilitators, the firm positioned itself to confidently manage large-scale engagements, delivering exceptional results and unlocking new possibilities for the future.