Monday, April 16, 2012

TIPS FOR THE TRAINER | System skills training

  • The trainer needs to sit through training as a participant first!
  • If it is a new system, use a pilot or test group before training groups of employees.
  • The trainer needs to be able to complete the work as an agent.
  • You need to have train the trainer and facilitation techniques.
  • You need to have very good IT skills.
  • You should co-tutor for all sessions at least once, but not all in the same programme.
  • The trainer needs to be assessed by an experienced trainer/training manager.
  • Conduct an ongoing review of evaluation sheets after each programme.

Trainer tips: don’ts

  • Don’t ‘chalk and talk’: they don’t want to be bored, and return to ‘school’.
  • Don’t treat participants like children: they are adult learners and you need to use learning methods suited to adult learners.
  • Don’t conduct training in isolated sections: integrate the training into other core skills training: customer service, problem solving, etc.
  • Don’t share computers: participants should work independently.
  • Don’t train on a different version of the live system: to maximize learning, participants must be trained on exactly the same version as the live system.
  • Never use ‘live data’: when training, use data that are constructed or ‘dead’ and which is not confidential.

Trainer tips: dos

  • Training approach needs to be interactive.
  • Trainer first needs to sit through training as a participant.
  • Both content and methods should be fun and entertaining.
  • Follow the profile of so -skills training.
  • Best completed in small ‘bite-size chunks’.
  • Allow plenty of time during the sessions to practise skills.
  • Conduct a practical test after each key learning stage.
  • Build in the time for the participants to understand and reflect on what they have learnt.
  • Test the skills learnt as you progress through the programme content.
  • Build skills one piece at a time.
  • Make available an online or hard copy resource for quick reference post-training.
  • Use a ratio of one trainer to eight to 12 participants if possible.
  • Devote the largest proportion of time to system skills training.
  • It helps if the participants understand the metrics they will be assessed against, so use these when testing skills development during the sessions.
  • Maintain one pace during the sessions. Keep the group working together.

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