In this issue, we are excited to spotlight Hope Knowles, the director of learning and development (L&D) at Priority Commerce. She oversees all L&D teams globally, as well as all employee training initiatives. This year, she is expanding her focus to include external training initiatives. She has been in L&D for over 20 years and holds multiple certifications, including the certified professional in training management (CPTM) credential.

Read on to learn more about Hope’s career journey.

How did you get started in L&D?

In the beginning of my career, I held roles as a relationship manager and an onboarding manager. In those roles I was responsible for training independent sales offices. From there I moved into a formal L&D role and started Priority’s L&D department.

What’s your most memorable training experience, good or bad? 

I was tasked to deliver a training exactly like the previous trainer, over the phone and with no presentation. I knew this was not best but was not comfortable with pushing the issue. The result was a horrible experience for the learner. I learned to trust my gut and speak up from that experience.

Who would you consider your most valuable role model? What were some qualities that made them great?

My faith is the most important thing to me, and Jesus is my most valuable role model.  I keep my Christian values at the forefront of everything that I do. I do my best to show love to everyone I meet, be a bright light in dark places, and treat people the way I would want to be treated. He is the ultimate example of selfless love and I strive each day to simply be a servant.

What are the most pressing issues on your professional plate right now? 

We are revamping our onboarding process to provide a more agile learner experience. We are also moving toward a skills-based training model. To do this, we are aligning skills with roles, creating leaning paths for each role and mapping to our career pathing.

What’s the most challenging aspect of your job? 

The hardest part of my job is time zones. On my team alone, I have employees in four different time zones, which makes communication difficult at times.

What’s the most rewarding aspect of your job? 

Seeing an employee’s growth. Whether it is a new hire successfully completing onboarding or a tenured employee moving to a new role, it all brings me satisfaction.

What’s your preferred training methodology?  

I prefer a blended approach. Classroom training is priceless but giving the learner the opportunity to immediately apply what they learned is vital. Whether simulations or on-the-job training, giving learners a safe place to fail is priceless.

How do you find the time to continue your own professional development? 

I am creative and make the time, as learning is a lifelong journey. Sometimes it’s as simple as reading a white paper or listening to a podcast while cooking. Other times, it could be completing a certification. No matter what it is, I firmly believe you should make time for what is important to you.

Any recommendations for folks out there: books, partners, resources, etc.? 

I highly recommend the CPTM program, as well as networking with others in the industry and learning how they are doing things. Also, books like “Map It: The Hands-On Guide to Strategic Training Design” by Cathy Moore, “The 12 Week Year: Get More Done in 12 Weeks than Others Do in 12 Months” by Brian P. Moran and “The Power of Moments: Why Certain Experiences Have Extraordinary Impact” by Chip Heath and Dan Heath.

“If someone wants to follow in my professional footsteps, I’d tell them to be sure to …”

Invest in your own personal development and be confident in your skills. Have a mentor and people you trust to be honest with you that you can bounce ideas off of for feedback.