Train the Trainer Your Name

Day One Objectives This session will provide you with the tools to be able to: Explain why it is important to deliver training with an appropriate mix of visual, hearing and feeling elements Select the most appropriate method(s) of training for the topic(s) being trained Carry out a simple analysis of learning needs to ensure that the training you deliver is fit for its purpose Develop training sessions using a structure that ensures that your participants consistently achieve the learning objectives of your sessions Take the necessary steps to ensure that you, your participants and the venue are prepared for your training sessions

Day Two Objectives This session will provide you with the tools to be able to: Deliver training with a balance of trainer and participant activity aimed at ensuring the learners get the most from your training sessions Overcome your nerves by ensuring that the focus of your training remains on the participants where it belongs Conduct training sessions that encourages the level of learner participation that best enables them to achieve the learning objective(s) Work with your participants so that they are able to get the most out of your training Make effective use of visual aids Conduct effective evaluations of your training sessions

Day Three Objectives This session will provide you with the tools to be able to: Provide feedback to learners that helps them to get the most out of practical activities included in your training Self-analyse your training so that you are constantly developing your skills as a trainer Accept constructive feedback about your training so that you are constantly developing your skills as a trainer

Day One Objectives This session will provide you with the tools to be able to: Explain why it is important to deliver training with an appropriate mix of visual, hearing and feeling elements Select the most appropriate method(s) of training for the topic(s) being trained Carry out a simple analysis of learning needs to ensure that the training you deliver is fit for its purpose Develop training sessions using a structure that ensures that your participants consistently achieve the learning objectives of your sessions Take the necessary steps to ensure that you, your participants and the venue are prepared for your training sessions

Four Ways of Learning Trial and error Being Told Imitation Thinking Trying for yourself Being Told Direct instruction – oral or written Imitation Copying the actions of another person – perhaps an instructor or other skilled person Thinking About a topic or problem to reach an explanation or solution

Recall after 1 day Amount covered during training Remembered 24 hours later

Recall after 1 year Remembered a year later if the learning is regularly reinforced Amount covered during training

Basic Analysis Background Information Objectives Contents The Learning requirement Learner Characteristics Practical Constraints Objectives Contents

Types of Learning Knowledge and understanding Social skills Problem solving skills Practical skills Attitude

Dependency Dependent learners Independent learners Rely on the help and support of trainers Independent learners Don’t rely on the help and support of trainers so much

Learning Objectives Three elements: An observable action A performance measure The relevant conditions

Possible Objectives By the end of the training participants will: Understand our published standards for dealing with complaints or Handle all customer complaints in accordance with our published standards

Basic Analysis Background Information Objectives Contents The Learning requirement Learner Characteristics Practical Constraints Objectives Contents

Training Structure Introduction Main Body Conclusion to gain attention development of the main points Conclusion to draw everything together

I.N.T.R.O Introduction Need Title Range Objective(s)

The Measure of Success

Content Development Start with what the learners know Build on what the learners know Start simple and build to complex Provide essential support information Use small logical steps Use real examples

Is it necessary? Or is it too much to cope with?

Day Two Objectives This session will provide you with the tools to be able to: Deliver training with a balance of trainer and participant activity aimed at ensuring the learners get the most from your training sessions Overcome your nerves by ensuring that the focus of your training remains on the participants where it belongs Conduct training sessions that encourages the level of learner participation that best enables them to achieve the learning objective(s) Work with your participants so that they are able to get the most out of your training Make effective use of visual aids Conduct effective evaluations of your training sessions

Put the spotlight where it belongs

Dot to Dot

The right balance? 30% Trainer 70% learner

First Impressions The learning environment The trainer

The new attraction The theme park is going to build the biggest indoor snow dome on the planet. Visitors will be able to ski, snowboard, toboggan and engage in many other winter sports activities 365 of the year . This will attract tourists from all over the world.

Non-Verbal Communication Closed Open

Feedback to learners Ask learner: What do you think? Ask the other learners: What do you think? Trainer offers own feedback Ask learner: What do you think now?

The Feedback Sandwich

The Kirkpatrick Model Level 1: Reaction Level 2: Learning Level 3: Behaviour Level 4: Results Reaction Learning Behaviour Results

Reaction Case Study – Complaint handling During the training – ask learners Course evaluation form Meet with learners later Ask learners boss

Learning Case Study – Complaint handling During the training – questions and answers Post course written test Post course verbal test On job observation correct information being given to customers?

Behaviour Case Study – Complaint handling During the training – observing activities On job monitoring Check with learners boss

Results Case Study – Complaint handling Harder to do but some possibilities exist Cost of compensation to customers Number of times compensation paid Compare pre and post course customer retention Ask learners boss

Feedback to learners Ask learner: What do you think? Ask the other learners: What do you think? Trainer offers own feedback Ask learner: What do you think now?

The Feedback Sandwich