1. How to Train Your Dragon

2. Importance of Training Productivity - Helps increase staff productivity.Productivity Team spirit - Helps instill a sense of team work, team spirit, and inter-team collaborations.Team spirit Organizational Culture - Helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization.Organizational Culture Organization Climate - Helps build a positive perception and feeling about the organization.Organization Climate Quality - Helps in improving the quality of work and work-life.Quality Morale - Helps in improving staff morale.Morale Healthy work-environment - Helps in creating a healthy working environment by building employee relationships. Ensuring that individual goals align with organizational goal. Healthy work-environment Image - Helps in creating a better image.Image Funding – Can potentially lead to new funding streams or extensions of existing funding/contracts.Funding Training and Development Helps staff develop problem solving skills. Enables better understanding of organizational policies and protocols. Develops leadership skills, motivation, loyalty, better attitudes, and other aspects that successful staff usually display.

3. How to Identify Training Needs Call Monitoring New Contracts Requirement Customer Feedback Observations Reporting Discrepancies Staff Requests Program Changes Coaching Session

4. Analyze the Training Need Research: Listen to random sampling of calls Review sampling of random transactions Run reports Staff survey Identify who needs training: Entire I&R team Group within the I&R team New staff Determine urgency of training

5. Training Objectives Defining the objectives for a training is a critical step in the whole development process. Why is it critical?

6. Training Objective A training objective is like a map. If it is developed correctly it will clearly define the route to get from point "A" to point "B.

7. Writing Training Objectives Components of an effective objective S – Specific M – Measurable A – Attainable/Achievable R – Relevant T – Time Element

8. Examples of Training Objectives Staff will learn to be good I&R Specialists. Reason: Too broad and not measurable. Staff will learn about California Emerging Technology Fund (CETF) and bridging the digital divide. Reason: Too broad and not measurable.

9. Example of Training Objectives Staff will learn to be good I&R Specialists. Who: Staff What: Will assess for stated and unstated needs How: By listen for keywords that flag important issues to focus on, asking open and close ended questions When: On every call

10. Example of Training Objectives Staff will learn about California Emerging Technology Fund (CETF) and bridging the digital divide. Who: Staff What: Will offer technology based services/referrals and ask CETF questions How: By using effective transitional phrases to introduce CETF services When: On all calls where the inquirer is in the target population (low income, senior, Hispanic, etc.)

11. Activity

12. Training Your Dragon: Training Objectives Workshop participants will network with each other by engaging in exercises/activity. Workshop participants will write an effective training objective including all necessary components by working collaboratively. Workshop participants will learn about the 3 major learning styles and determine their own learning style/preference by reflecting on materials provided during workshop.

13. Learning Preferences

14. Design & Develop Various learning style: Visual Auditory Tactile/Kinesthetic

15. Design & Develop Various delivery methods Lecture (Auditory) Interactive (Kinesthetic) Technology based (Visual, if all written) The best method of training delivery includes a balanced learning experience.

16. Design & Develop Content Examine existing training materials Update/Creating new training materials Consult with subject matter experts Organizing Content Chronological Step-by-step Categories

17. Finding the Right Trainer/Facilitator Things to consider: The type of training Expertise in training topic area Skills No one is off limits/Look outside your department Outside trainers/partners

18. Delivering Training Start off with an ice breaker Know your audience Know your training material Be sure to make your training balanced so that everyone has a positive learning experience

19. Remember: Your organization is only as excellent as the staff that represent you.

20. Contact Information 211 LA County 526 W. Las Tunas Dr., San Gabriel, CA 91776 626-350-1841 Laura MejiaCaroline Leverette Ext. 2156Ext. 2193 lauram@211la.orgcleverette@211la.org Elizabeth Ruiz Ext. 2179 eruiz@211la.org