We are rolling out a new AI scheduling system for our field service technicians, but some of our veteran workers are resisting the change. How do we structure our training program to get everyone on board?

Question

Tyler Smith · Accepted Answer

Forcing a new technological tool on a resistant team will only lead to workarounds and messy data. To get everyone on board, design your training program around Kolb's Experiential Learning Theory. This framework recognizes that people learn through a continuous cycle of direct experience, reflection, conceptualization, and experimentation. Do not just hand them an instruction manual and expect compliance. Start with a Concrete Experience by letting them use the AI tool on a single, low-stakes project. Next, create a space for Reflective Observation by asking them what worked well and what felt clunky. This allows your veteran workers to share their concerns and feel heard. Then, move to Abstract Conceptualization by explaining the logic behind the tool and how it helps the entire company hit its V/TO® goals. Finally, encourage Active Experimentation by letting them run the system independently with a safety net. This cycle ensures your team fully grasps the value of the software rather than viewing it as a tedious administrative burden. By honoring their natural learning process, you build lasting adoption and operational efficiency.