Where it shows up
A leader or requester asks for training, but the team has not confirmed the real gap or the right kind of support.
Look for performance gap, audience, task, context, existing support, non-training causes, urgency, risk, and evidence.
No technology
Ask what people are doing now, what they need to do instead, and why the gap exists.
Microsoft 365 or Google Workspace
Use an intake worksheet or discovery interview guide in Word, Docs, Forms, Sheets, or Excel.
AI-assisted
Ask AI to draft discovery questions and possible non-training causes from the request, then use those questions with the requester.