Online Training: how the scam operates

A look at some of the training sector’s darkest secrets…

Today I spoke to the victim of a very cunning scam.

There’s no other way I can describe his experience. After signing up with a supplier and paying, the product delivered to the customer’s business didn’t work. So bad was it that by the time he spoke to me he’d actually forgotten how many he’d originally paid for, because he asked them to stop sending the rest after the first ones failed so dismally.

He couldn’t demand a refund; “The contract was a bit too, um, one sided.”

It sounds odd, don’t you think that such a contract could ever be enforced? Everyone knows that goods have to be fit for sale after all?

“I couldn’t even get working ones elsewhere… the small print said that they can charge us heavy fees if we deploy another supplier’s product.”

I think the term here is ‘abuse of market power’.

“…and it gets worse”, he continued, “they started selling direct to our staff but had a clause that forced our finance team to pay whether we authorised a transaction or not. Staff only had to take one look and discard it, but this was defined as a sale; we were left with big bills we never budgeted for and had no control over.”

We are shocked to hear of a large organisation engaging in such activities. Whether we are buying a house, furniture, a car or anything else, we expect it to perform the stated purpose and we would not agree to contracts that absolve a vendor from responsibility.

What intrigues me is the number of people who shrug or indicate I should not be so naïve as to complain when I tell them the product in this case is eLearning.

Have we really reached the point where we are resigned to accepting something which would cause outrage if perpetrated by any other vendor?

Is a group who work unconscionably the best basis for a complex future legal defence if things go wrong?

Anything sold as a ‘course’ must by definition teach people! Noone actually believes their team learns effectively from an onscreen text document with a few click-and-reveals and a quiz, (what I call a text-assault). Least of all the staff asked to sit through it; in my experience, they know perfectly well when their valuable time is being treated with disrespect. They skip to the end, share quiz answers and go through the motions. Who can blame them? They are treating the material with the same disrespect shown to them and it is also unlikely they are missing much anyway.

The problem for their employer is that it is wasting money and unlikely to be meeting its compliance obligations.

Remember this – humans want to learn; if people are resisting, it’s safe to assume they aren’t learning. If they must be pressured to complete, both your time and theirs is being wasted.

A particular irony is when I see people being bullied to complete their anti-bullying compliance courses!

If anyone else behaved this way, we would report them to the authorities. It’s about time the shonky eLearning players were treated the same way.

Avoiding the pitfalls

1) Look for hidden fees. Reputable providers charge an all encompassing annual fee.

2) Never agree to charges or limitations on loading your own or other content.

3) Don’t buy sight unseen – do the courses. If you don’t want to finish, nor will your team.

4) Don’t be fooled by the impressive list of ‘who is using our courses’.

5) Do not sign up for a multi-year lock-in contract. Ensure you can exit after 12 months if it doesn’t work out.

6) Don’t call referees chosen for you – pick your own three of their clients who are similar to your organisation and call them. Ask about:

  • extra charges
  • whether staff complete without being chased up
  • supporting responsiveness
  • whether they are likely to change providers in the future.

If you know more, I’d be interested in your experiences. Please contact me via

What on earth was he thinking??

illegal“Disgraced former Education Department official facing criminal charges for corruption”. He stole millions of dollars from the state’s schools and spent them on restaurants, wine, parties.

And now prison, public humiliation, condemnation and a long career in ruins.

What on earth was he thinking?

It is easy to dismiss this person as a crook, as an anomaly. It is easy because it avoids getting into his head. It is a place few want to venture.

Would his family agree he was a crook? After all they know him better than you or I. No doubt they have a very complex set of emotions ranging from anger to sympathy, but is he a ‘baddy’? Does he wake up in the morning, put on a black hat and start scheming?

Or does he go to work, work hard, look at the awards on his wall, think of all the things he has to do to help educate the state’s children, then after work throw that party ‘because everyone does it’ or ‘because I have to impress my guest’ or because ‘it’s a small thing and the rules are stupid’?

Don’t get me wrong, I don’t defend him for a moment and am as furious as anyone else. Indeed as a former teacher in the very system he damaged, I feel betrayed.

But I am interested in what makes people flout rules. I am interested in whether we can safely rely on their being upheld by good people, or whether we need to be alert to the fact that it could be any one of us, given certain circumstances.

I would like to believe the former, but I am not so sure.

Sometimes it is hard not to feel a degree of sympathy even for crooks; the lonely self-loathing accountant for instance. She kept her miserable evenings occupied with an unbreakable gambling addiction that started with a few dollars at the only place that welcomed her and eventually swallowed her employer’s bank account. Yes, it is not acceptable. Nor was the lack of help that might have saved her.

Too often the world has seen good people swept up in madness. Sometimes it has infected an entire nation and has led to persecution and war, sometimes it has infected a jealous individual and has led to a crime of passion. A distant forebear of mine was transported to Australia for stabbing a stranger who was not in military uniform, assuming him to be a deserter. In peacetime! His death sentence was commuted on the grounds that he, while a complete nutter was at least in some weird way injecting patriotism into his warped world view.

What were they all thinking?

I hope it is true that nothing could seduce me to allow my ego to suppress the warning bells. If I want to ‘look the part’ in my important job when a VIP is in town, that I remember which credit card is personal.

But then, most of us commit the odd ‘technical’ non-compliance. Are pens at conference stands considered gifts to my employer? Does everyone really have a receipt for every tax claim? Do they really log mileage meticulously?

I bet that Education Department official started small too. I bet if I had asked him at the outset, as a junior civil servant whether millions of dollars in expenses would be legitimate he would have been horrified, but maybe he was taking the odd sick day he shouldn’t.

Yet, years later when he was questioned by colleagues, he rode roughshod over them – they were being pedantic and were not part of the team. He knew the rules didn’t permit what he was doing, clearly; he went to some lengths to bypass them. Yet he presumably saw his actions as justifiable. This, from a man who is undeniably very smart and has worked hard to contribute to public education and clearly values it highly. Again, what was he thinking?

Just reward for someone who worked hard maybe?

Neccessary to operate in the circles he ‘needed to’ maybe?

Benefiting the school system in some weird fictional world view (a bit like my transported ancestor)?

We will never really know what he was thinking. All we can say for sure is that his thinking changed. Somewhere along the way, his definition of ‘technical breach’ evolved.

That’s why we have compliance teams. They protect not just out employers and colleagues but they protect us from ourselves.

Compliance musings as I circumnavigate the bay


I am a pilot.

A year ago, I decided I wanted to fly a plane. I did it because I have one leg… people assumed flying wasn’t an option for me. So of course I had to do it.

Going back to “school” at the age of fifty has been a learning experience in so many ways. I’m studying, sitting exams, studying, spending money, doing practical tests, and studying. I remember study; it’s that boring thing you have to do because they tell you to if you want that piece of paper, right?

A month or so ago, I took off for a routine flight along a path I’d flown so many times I knew it like the back of my hand.

Plane walk-around… check
Flight plan… check (pretty proud of overdoing the detail here…)
Fuel… check (full to the brim)
Weather… check (a perfect day)
NOTAMs (warnings)… check

We’re flying close to the army barracks – stay away from that – planes dislike artillery practice.

I’m not permitted to use GPS while I’m learning (as I have to be able to operate when technology fails). It’s a rule that drives me nuts. It’s overcooking things. Sure, stuff might not always go as expected, but you deal with it at the time. Pedantry.

Anyway it’s the rules so it means keeping accurate measures of speed and compass and time, but I’ll stay well clear of the base so it should be okay.

So we’re off. After about twenty minutes the instructor calmly says “you checked the weather?” “Yes!” I replied with pride.
…”Before I left home”
after a bit of silence… “how long does it take you to get to the airfield?”
“40 minutes.”
“so an hour ago?”
“can I see the printout?”
“sure!” and I produced it. A legal requirement is to carry it and I was hoping he might actually give me my license today if I crossed all the Ts and dotted the Is!
“did you get an update after this?”
“no… ummm why?”
“Those storm clouds ahead of us…”

An oops moment. But he was calm. no instruction to turn around. He shrugged. Clearly the clouds are no big deal and I keep going.

Another ten minutes pass.

“What do you plan to do about the clouds?”
“My heading is 260 so I’ll fly that”
“Okay… just letting you know if you fly me into a storm in this light aircraft I’ll never fly with you again.” Delivered calmly and matter of factly.

“Okay, I guess I will turn back?” I say

He grabbed the controls and spun the plan in a 360… just to let me see that in the time I’d been proceeding, the storm front had almost completely surrounded me. Then he handed the controls back; “your aircraft” he said casually.

“What are you going to do?” He repeated.

The panic was setting in. The only gap in the storm front was to the north. In the direction of the army base – or so I thought. After all, I had been planning to stay “well clear” of it. I’d worried about a fix on my intended destination, not the unintended one!

“Ummm I guess I should head north?” I say with rising panic.

“Towards the artillery fire?”
“I think I can maybe skirt that?”
“Okay” he shrugged.

By now there was almost no space between the artillery area and the storm. No visual navigational references. Just a clock and a ruler.

The calculations were complex and I was flying a plane while doing them. I summoned every ounce of brain capacity I owned while the instructor sat silently beside me, offering no hints.

I did it. Just. At one point I was apparently only a few hundred metres from the artillery range but I got home. I was so stressed and unable to think that navigating this tiny piece of metal was the extent of my capability. I have never experienced stress like it… and hope I never will again. That combination of horror, terror and a realisation that no-one will help me. That sudden understanding that all the confidence and cockiness I’d developed was unjustified – I’d merely been lucky but my luck had run out.

Back at the airport, I was mentally exhausted. My landing was horrible, but it got me down (bounce bounce…), just before the storms arrived there too.

Isn’t it strange? I’m a professional compliance consultant! I’d unquestionablycomplied with the letter of the law, sure. But I’d become comfortable and thought I knew what I was doing… even though I’d never had to put into practice anything I had learned in anything approaching an actual situation! I know I can get out of trouble… so long as there isn’t any…

Compliance is not just ticking the boxes. It is about best practice. If the rules say print a current forecast, get a last minute update regardless.

It’s not passing an exam in a classroom, it’s remaining alive at the coalface.

It is not learning the theory in the safety of your home, it is being ready when the theory breaks down.

That’s hard. Really hard; it takes effort and investment.

It’s hard for the learner who has no idea why it’s taking so long.

It’s hard for the employer who needs to meet targets.

It’s much, much harder for the teacher who has to be creative when it would be so much simpler to hand out a textbook and a multiple choice quiz. But then how does one sleep after one gets the phone call about that recently accredited student?

Back in the club house I received a debrief. The wind now howled around us, adding to my misery – I am just not able to do this. I will never get into a cockpit again.

He took pity. He outlined an almost identical situation that once had occurred to him in training – here was the most experienced trainer in the flight school and he too had been allowed to continue on a flight until he realised he was out of his depth, but not assisted. “The only lesson I remember vividly” he explained. “And like me, you will never forget today. Oh and by the way I was looking for a paddock for an emergency landing at one point…”

I needed a month or so to take to the air again. This time I had a forecast from that morning, and another redundant one taken minutes before takeoff. Both were clear, but I didn’t trust them. I was more alert than I had ever been.

As I say, the debrief had a note of sympathy, but it was unremitting in conclusion. “However… you now know one thing” he went on “No matter what happens… I will never tell you you are in danger, because I won’t always be with you.

You are the pilot.”