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.
If you are interest in leadership theory and practices then you need to visit: http://www.righttolead.com. Carole Sue Jones Pouncey is a contributing writer and thinker for our organization. In addition, as a leader you may be interested in http://www.righttolead.com. For more Training information visit http://www.righttolead.com.
green cleaning service Park Ridge ..As the world of manufacturing has become increasingly competitive, managers... Read More
The very effective tool of keeping a journal can be... Read More
It's the summer of 1973, and a young film director... Read More
You are new to Internet Marketing, you join one Affiliate... Read More
Many believe a leaner government promotes better freedoms with respect... Read More
Teams run most businesses and teams work best if each... Read More
Feedback is such an important communication tool. Openness, honesty, candor,... Read More
The first in a series of articles giving a slightly... Read More
We live in very progressive times, one only has to... Read More
Feedback:Most experts agree both types; constructive and positive feedback are... Read More
The Sales Director had organised a great conference; the venue... Read More
As a business owner, I've had staff come and go... Read More
Teams are often useful in situations where the task cannot... Read More
Did you know your work environment can actually make you... Read More
Team Building Question:Our office has recently learned that about 20... Read More
The rise of the internet has given businesses a new... Read More
Too often teams aren't assembled. They just happen. A project... Read More
On the trail in Northern Canada "Marche" was the word... Read More
When was the last time you spent excessive time and... Read More
1. Humor reduces stress levels and stress is the number... Read More
Effective and sustainable teambuilding is necessary in today's marketplace where... Read More
In the constantly changing world of Call Centers, asking agents... Read More
It's not true in every organization, but it is true... Read More
As a manager, your employees will come to you with... Read More
"Conflict becomes politics, commitment becomes 'Only if it's in my... Read More
emergency cleaning services Morton Grove ..Creativity can be defined as problem identification and idea generation... Read More
Team Building Question:I'm a manager of a team of 20... Read More
Who keeps the wheels turning in your organisation? Who holds... Read More
The second in a series of 2 articles giving a... Read More
Why do we human beings complicate things? Is it that... Read More
Today, most of us have been involved in a team... Read More
Young minds are quite easy to shape. International Terrorist recruiters... Read More
Ever watched a really brilliant idea meet with resistance and... Read More
Teams don't have to be aligned with the goals of... Read More
It's the summer of 1973, and a young film director... Read More
Maybe you find yourself in a new team environment and... Read More
Abstract: Based on significant research, Entelechy has defined characteristics of... Read More
Do you let your people express their thoughts about the... Read More
Internal business structures have been radically transformed over the past... Read More
One of the greatest challenges a coaching manager has is... Read More
I'm often asked, "Why is my team always fighting fires... Read More
Teams, teams, teams. They're all the rage these days. Whether... Read More
Winning teams aren't created by accident. Rather, the team or... Read More
1. Humor reduces stress levels and stress is the number... Read More
No figure in history is like General Patton. He was... Read More
Remember playing in your childhood sandbox? If you enjoyed being... Read More
12 Tips and Reminders for Team Members To Enjoy Their... Read More
According to the Oxford Dictionary of Current English, to speak... Read More
Presenteeism is alive and 'not well' in many businesses today.... Read More
7 Key Dimensions of High Performance Teams We can always... Read More
Team Building |