COLLABORATION
Kelly Macias (left) and Jennifer Lalli (right)
In the dynamic, highly regulated life sciences industry, training is essential for compliance, professional growth, skill development and operational excellence.
Training professionals often turn to suppliers when specialized content or tools are needed. However, assuming that paid suppliers alone must manage everything — from setting expectations to defining objectives to managing timelines — is misguided.
Let’s explore how this mindset is limiting and advocate instead for true partnership: one in which client and suppliers share responsibility, resulting in better outcomes and lasting relationships.
Viewing the supplier-client relationship as merely transactional undermines the potential for real impact. While suppliers bring expertise and resources, clients possess invaluable organizational knowledge, context and strategic and business priorities. When only the supplier is tasked with steering the project, crucial insights and needs may be overlooked, leading to misaligned learning objectives, unmet expectations and diminished training effectiveness.
Both parties contribute unique strengths to any training initiative. True partners — not “vendors” — offer strategic insights, industry trends, instructional design, content development and, in some cases, technical platforms. Meanwhile, clients provide organizational, business and strategic insights as well as access to learners, clarify regulatory requirements and define strategic goals.
A collaborative, orchestrated approach to training ensures:
Alignment with business goals: Jointly developed learning objectives ensure training supports organizational priorities.
Clear communication: Open channels between the parties — sharing feedback during regular calls as well as in the moment — reduce misunderstandings and foster transparency.
Timely execution: Shared project management responsibilities keep timelines realistic and achievable.
Effective change management: Both partner and client can anticipate and mitigate resistance to new processes or technologies.
Continuous improvement: Collaborative feedback loops enable the refinement of training programs based on real-world outcomes.
Effective foresight: Partners truly ingrained in the business anticipate challenges and opportunities, proactively share feedback and capitalize on opportunities that lead to lasting positive change.
The bedrock of a successful partnership is setting clear expectations from the outset. Both client and agency partner should articulate their roles, responsibilities, deliverables and communication protocols before the project begins. Setting expectations includes:
Defining scope: What will be delivered? What are the boundaries of the project?
Establishing stakeholders: Who will need to weigh in on the objectives and content? For instance, marketing, sales, training and other leadership.
Outlining communication frequency and channels: Who are the points of contact? What communication methods are preferred? How will feedback be shared?
Establishing milestones: What are the key dates and who is responsible for each?
Aligning on success metrics: How will outcomes be measured and reported? Will stakeholders meet after the key training initiative to review performance and post-survey results?
Aligning on reinforcement tactics: How will learning be reinforced over time? For example, manager coaching, communications or training?
Clarifying change procedures: How will scope changes or unforeseen challenges be managed?
Consider capturing these expectations and objectives in a formal document you can align with in partnership. By mutually setting these expectations, both parties are empowered to contribute proactively, adapt to challenges and celebrate shared successes. It’s also crucial to revisit these expectations and demonstrate agility when adjustments are needed.
When clients and agency partners view their relationship as a partnership, trust and respect flourish. Such an approach encourages innovation, creative problem-solving and a commitment to continuous improvement. It creates an environment in which you can respectfully challenge one another to enhance any training project. Over time, both client and agency partner become more attuned to each other’s working styles and business needs, paving the way for future collaborations that are even more productive and impactful because the partner is embedded in the business.
The most effective training initiatives in the life sciences industry — and the strongest partnerclient relationships — are built on a foundation of shared responsibility and collaboration. Move beyond one-sided expectations by embracing partnership — set expectations up front, maintain open communications and work together toward established goals. These steps ensure that every project delivers maximum value for the partnership, the client’s business and the patients they serve.
Kelly Macias is associate director, omnichannel engagement skills training, for Novartis, and a member of the LTEN Editorial Advisory Board. Email Kelly at kelly.macias@novartis.com or connect through www.linkedin.com/in/kelly-macias-7b81b57/.
Jenn Lalli is vice president of business development and marketing for Encompass Communications and Learning. She is a member of the LTEN PIP Advisory Council and Editorial Advisory Board, is an LTEN Ambassador and was named the 2023 Provider Member of the Year. Encompass is an LTEN Preferred Industry Partner. Email Jenn at jlalli@encompasscnl.com or connect through linkedin.com/in/jennlalli.