1. Train the Trainer
Your Name

2. 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

3. 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

4. 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

5. 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

6. 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

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

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

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

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

11. 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

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

13. 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

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

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

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

17. The Measure of Success

18. 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

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

20. 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

21. Put the spotlight where it belongs

22. Dot to Dot

23. The right balance?
30% Trainer
70% learner

24. First Impressions
The learning environment
The trainer

25. 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.

26. Non-Verbal Communication
Closed
Open

27. 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?

28. The Feedback Sandwich

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

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

31. 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?

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

33. 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

34. 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?

35. The Feedback Sandwich