Catapult Employers Association has a dedicated team of learning facilitators who make sure participants get the most value out of their time in our classes. Anchored by staff facilitators and rounded out by contractors, this team ensures Catapult offers topics that are relevant and schedules that ensure access and availability. Catapult staff facilitators bring expertise in adult and workplace learning, applying best practices to introduce and reinforce knowledge and skills, equipping participants to be more successful in their roles today – and tomorrow.
Tracy Mambrino, PHR, staff facilitator, recently celebrated her 30th anniversary with Catapult. After three decades, it is clear that her college degree in Communication and Psychology, combined with sales and management experience, set her up for success as a facilitator.
I am privileged to share my interview with Tracy. I hope you find her as engaging and interesting as I did. Her passion for learning and commitment to supporting the growth and development of everyone who comes to her classroom (in person or virtual) are palpable. Enjoy learning about Tracy Mambrino, Catapult Learning Partner.
Carlie: I have been looking forward to this interview, Tracy! I am excited to share more of your story and expertise with our members. Let’s start by hearing about you—where did you grow up, and what were some early favorites in your life?
Tracy: I grew up in Connecticut and spent most of my summers in Maine on the ocean and eating lobster! That is my favorite place to be. I love to read, spend time with friends and family, try new recipes, listen to music, and watch funny movies.
Carlie: I love the beach and reading, too! Two things we have in common, for sure. So, what about your early career – how did you get started as a professional?
Tracy: My background is in Communication and Psychology (BA, UNC-Charlotte). I have worked as a supervisor and sales associate in a variety of different industries including hotels and insurance.
Carlie: With your degree, it’s easy to see how you connect with people. What brought you to facilitation?
Tracy: Funny story…. I was working as a supervisor in a training facility in the insurance industry. My VP came to me and asked me if I would like to learn how to train newly appointed supervisors. I was not happy at the time in my position and told him, “No thanks.” He said, “Okay, missed opportunity,” and walked away. I thought, “Oh no, I really would like the opportunity and ran after him and said, “Yes”! I was provided with training and became certified in Supervisory courses from DDI (Development Dimensions International) to deliver internally to our organization. We trained over 7,500 supervisors nationwide.
Carlie: That’s an amazing story, Tracy. I love how you pivoted and what it turned into for you. Clearly, it’s worked out for you. How long have you been facilitating training programs?
Tracy: 30+ years. I facilitated for another organization for 4 years prior to joining this organization. Unbelievably, I have been with Catapult Employers Association (formerly The Employers Association) for 30 years as a Learning Partner.
Carlie: What’s kept you doing this work over the years? What draws you to the classroom and learners?
Tracy: Within the first year of doing this work. I was told early on by several seasoned facilitators that I had a gift for this profession. I have worked extremely hard to get better at what I do every day and each year I become more effective.
I enjoy this work because it provides me with purpose and meaning. I absolutely love my job because I get to share my knowledge, skills, and abilities with people who are preparing to be future leaders. This makes an impact on the organization, and I see them grow and develop. I have touched so many people’s lives in a positive way and have had an influence. It is an incredible experience every day.
Carlie: The passion you have for helping and supporting others is apparent. What topics do you specialize in for Catapult? Do you have any favorites?
Tracy: I specialize in leadership and management courses such as Communication, Coaching and Managing Conflict, Being an Effective Supervisor, Developing Trust and Credibility, Everything DiSC® Workplace, Managing Problem Performance, Solving Complex Problems, Managing Organizational Change, Strategic Leadership, Delegation, and countless others.
My favorite topics are Coaching for Growth, Using Feedback Effectively, and Everything DiSC® Workplace. All core courses serve as the foundation for being an effective leader.
Carlie: Your early management experience must have influenced your specialization and preferences. What else do you like about your role at Catapult?
Tracy: I enjoy being in person with learners because I can really connect with the participants in class face-to-face and read their body language to see if they are engaged or not.
Carlie: Tell me about your preparation. What steps do you take to ensure you are ready and the class is successful?
Tracy: I prepare by researching the companies to which I will be delivering classes. I conduct pre-calls with our private training contacts and research the companies that are attending our public courses to know how to tailor the subject I am teaching to different audiences. Reviewing the presentations is necessary before class to be sure the content matches the training materials and videos, and that technology is all in place.
Carlie: Ever had a class with something unexpected or unusual? How did you manage that?
Tracy: I have learned to “roll with it” and be prepared for the unexpected. Always have plan B. I have had situations with people bringing their three-year-old to class, people who cry because they’re nervous doing role-playing, technology not working, topics being changed midway through the class, not having the right materials or not enough materials, managers taking over the class, and not having enough time to complete the topics. In our profession, it is all about being flexible and adaptable. You must be able to think on your feet! No pun intended.
Carlie: A true sign of a great facilitator is the ability to adjust on the fly. What are some of the things you do to make sure your learners are getting the most out of their class experience?
Tracy: I start by getting to know the learners as soon as they attend the class by saying their name and creating a welcoming environment. I ask for feedback throughout the sessions and to let me know if they are getting the most out of class. If they are not, I collaborate with them on a break or after class to help engage them in the process.
Carlie: After more than three decades, what keeps you coming back and keeps you going? Why do you do this work?
Tracy: I enjoy this work because it provides me with purpose and meaning. I absolutely love my job because I get to share my knowledge, skills and abilities with people who are preparing to be future leaders. This makes an impact on the organization, and I see them grow and develop. I have touched so many people’s lives in a positive way to have an influence. It is an incredible experience every day.
Carlie: Your influence on participants in your classes – and their organizations by extension – is an amazing outcome. What do you hope they will say after taking a class with you?
Tracy: I hope a learner will say that I imparted new knowledge to them and they are able to apply practical methods to become better than they were before they came to class. Teaching them the right way to do things and becoming self-aware of the things they may not be doing effectively. Being confident in themselves to make good decisions and boost productivity in their organization for a positive work environment. Also, I want to tell others inside and outside the organization about their wonderful experience taking classes at Catapult.
Carlie: The testimony of a satisfied customer is the best marketing money cannot buy. Do you have any last thoughts to share, Tracy? Do you have any insights for our members who are looking to increase the impact of employee development and training on their company?
Tracy: The people who attend our classes learn not only from facilitators with real-world experience but also from one another through open discussion, group exercises, role-play, and self-assessments. As a facilitator, I create an environment where people feel welcome and are comfortable asking questions. Just today, the participants in my class said it should be longer and enjoyed the open forum to discuss challenges and issues they may be facing as leaders. They are eager to learn more about other classes and share common experiences. It is an opportunity to network with other leaders and collaborate to brainstorm innovative ways to increase their effectiveness. They leave energized with new ideas and ways to apply tools and techniques to grow and develop their teams. It’s a win-win for everyone, the participants and their organizations.