Training people in the use of technology presents some special challenges. The trainer needs to be sensitive to the fact that, while some learners are comfortable with technology, change, newness, etc., others need to find a level of comfort. The non-judgmental support of the trainer is especially critical for these learners. Phil Agre offers practical wisdom about building a comfortable learning environment for technology training.

These are some useful techniques for technology trainers described in Agre’s article:

• Avoid abstract language. Use concrete language. For example, “open a new file” is abstract. “From the File menu choose New” is concrete. Do not say anything unless you intend for them to understand it. Keep adjusting your language towards greater concreteness until they understand.
• Do not take the keyboard or mouse away from the learner! Let them do all they typing and mouse manipulation even if the process is slower this way.<
• Pay attention to your body language during the session. In particular, do not tower over the learner. If at all possible, sit or squat down so your eyes are just below the level of their eyes. When they look at the monitor, look at the monitor. When they look at you, look back at them.
• Most user interfaces are not perfect. When people make mistakes in the beginning of learning new technology it is usually the fault of the interface. You probably have forgotten how you learned to adapt to imperfect interfaces.
• By the time they ask you for help they have probably tried several different things. As a result, their computer might be in a strange state. It is not their fault.
• A computer is a means to an end. The learner probably cares most about the end.
• Nobody is born knowing this stuff.

Source: Agre, Phil. How to help someone use a computer. The Network Observer, May 1994 v1 n5.