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6 Tips To Improve Your Business Website
There are six important characteristics that can play a major role on the impact your website has on prospects. Outlined below is the importance of each characteristic and tips on how to maximize your potential. It is always important to tailor...
Dealing with Change and Change Management
There is a lot of talk about "change" - how important it is, how
we should alter the way we do to things at work and in our
personal lives in order to be more effective. Sometimes we even
hear how it is essential to change even if just for...
Facilities Needed in Preparing for a Business Conference
A business conference is one the best ways to keep tabs of your
business's goings-on and financial results. Whether you are
about to hold a meeting with your top 5 executives or about to
hold a product launch with 300 invitees, preparation needs...
Get Outsiders on Your Side
Especially good advice for business, non-profit and association managers whose job success depends in large part on the behaviors of their key external audiences.
I refer to behaviors like inquiries on the increase, new waves of specialized...
Outsourcing – A Positive Approach For Small Businesses
Outsourcing is the strategic use of outside resources to perform activities traditionally handled by internal staff and resources. Small business owners can outsource non-core functions to specialized and efficient service providers. It is...
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What do Trainers do When They are not Training?
In the new corporate environments where everyone wears more than
one hat, trainers are often responsible for a myriad of duties
beyond just facilitating new training classes. Their job is
often that of Maintenance, IT Guru, Subject Matter Expert,
Coach, Instructional designer and Copy clerk. There is an
incredible amount of work that has to happen for a training
event to occur. Let's look a little closer at the process.
Training starts with a new tool/ new behavior or a new policy.
The training team is brought in at the development stage to work
as a subject matter expert. They may be asked to do a Needs
Analysis to identify what skills or behaviors will need to be
learned or changed. They may also be engaged in the
instructional design, so they need to see the project from the
ground up. Training is called upon to represent what they think
the client responses or questions may be and help the developers
prepare to answer those questions.
Once the focus of the training has been identified the trainer
will often be involved in the creation of the training
materials. This can consist of everything in the instructional
design process, from screen shots to learning activities, to
knowledge checks. As the training guides are created the trainer
serves as guinea pig for the materials, editor, and system
tester to see if the material validates the learning. One the
materials are complete the training team is often responsible
for printing, collating, binding and distributing the materials
for use. They are also responsible for long term maintenance of
the materials, constantly updating any changes in the process.
The training team then steps into the role of liaison between
departments. They discuss calendars, launch dates, business
demands and space availability to help determine opportune
training schedules. They often take on the role of communication
and are responsible for any hoopla that is created around the
training initiative.
The trainer is then in charge of preparing themselves and the
training room for the training event. They must attend Train the
Trainers to make sure that they know how to deliver the
material. They must take notes and practice their
facilitation
skills on anything that they may have difficulty with. The
trainer will prepare the room, making sure all the systems work,
testing any projectors, sound systems, computers or lights that
might be needed.
If the training event is a new computer tool or program the
trainer tests access and response times in the training databank
and confirms that the students will be able to log into the
system and that the system mimics what will happen in the live
data base.
If the training involves change management or behavioral skills,
the trainer must be able to provide reasons for buy in and
examples of successful implementation of the skill. In change
management situations the trainer is often called on to act as
proponent, counselor and communication liaison. The trainer is
often the voice of the client as well as that of the agent.
Once the training event is complete the trainer steps into role
of coach or observer and goes back into Needs Analysis to assess
the effectiveness of the training event, close skill gaps and
provide additional support to the trainees as they practice new
skills or behaviors.
Trainers are often considered the point of contact to verify and
validate information and are expected to be current on any
changes, deals, policies or information in the daily
interactions of their clients.
The training team is an integral part in the ongoing growth and
development of a company and it takes flexibility, intelligence,
personality and the ability to plan, multitask and deliver. They
are expected to stay current in training practices, build their
own skills and apply new training techniques into their
presentations. As the world of training evolves to include
e-learning, Web CT and blended learning the trainer must be able
to adjust and provide value services in an ever demanding Call
Center environment.
About the author:
Carole Sue Jones is a contributing writer for Interactive
Quality Solutions. She is a training and instructional design
professional with a strong focus on management development. If
you are interested in reading more of Carole's articles please
visit http://www.callcentercafe.com and
http://www.righttolead.com.
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