Any Train The Trainer Recommendations?

[Dismuke]

I have just started a new call center management position. Our trainer is relatively inexperienced. My understanding is that the primary reason she was promoted into the position was because of her expert knowledge in terms of the company's products and systems plus the fact that she is an intelligent and highly motivated employee. She has, however, had virtually no formal training in in terms of fundamental teaching principles. Can anyone recommend some good books on the subject that might help her polish her classroom techniques? She is a real go-getter and I think with just a little bit of guidance and the proper focus she has the potential to become an outstanding trainer. Unfortunately, I have neither the time nor the specific background needed to provide all of it for her myself. Any suggestions would be most appreciated.

[SeattlejoSpk]

Thats the roll I'm in here as well. I'm the Training Lead for an ISP. While I've done training here before, and can provide suffecient training, I know nothing about the psychology or methodology of training.

Ive looked into ASTD, A professional organization for trainers additionally I've been reading anything I can get my hands on, from Mentoring for Dummies, Designing training programs : the critical events model. Structured on-the-job training : unleashing employee expertise in the workplace . And on and on.

I'm in a techicnal Industry and have also looked into ITRAIN which is an association for technical trainers, they offer a train the trainer seminar as well.

Good luck to your new trainer! I'm well aware of the difficulties she is facing. If she'd like to discuss our common career paths, please pass my email address on.

Deb Schumacher
Deb_s@speakeasy.net

[Tron Jordheim]

Our call center serves as a back-up to sales people as well as doing customer care. We always look for ways to improve training and give our trainers more tools. I'd be glad to share more ideas with you if you want to email me. I'll actually be in the Ft. Worth area on Aug 11 and 12. If it worked out that I could take the nickel tour of your call center, that might be fun.

Thanks

[JimGarey]

If you have the capabilities to video-tape the training programs conducted by this "go-getter" I would strongly recommend it. Once the new trainer has a chance to observe her own performance she will more than likley make changes to her style and delivery that will surpass any content a book can offer.

As an adjunct to this suggestion, I would recommend a "focus group" study after the training program is complete. The focus group study should also be video-taped and the group should consist of select trainees that just completed the program.

[ghorrocks]

I have worked with several companies providing train the trainer sessions. If you have an inexperienced trainer in place no matter how much of a go getter they are they are affecting everyone they work with. If they are in the position and do not understand adult learning styles this will cost organizations thousands of dollars in turnover, sick time etc... I would strongly recommend finding the time or bringing someone in to provide coaching and training. It is hard for companies to spend the initial dollars until they have lost significant dollars. Find a way to help her and your company be successful together. Books are great but again you are only covering one learning style. If you want your trainer to be the best of the best you have to train them in all of the learning styles. Consider it an investment on your company. After all your trainers will make or break a companies reputation by the facilitation and instructional design they provide to their participants. If you have any questions please dont hesitate to contact me

Gary Horrocks
1-866-260-1724
www.contactcentercampus.com

[SeattlejoSpk]

Gary,
What are your suggestions for Train the Trainer programs? Which ones do you have experience with and what is your feedback?

Please post this on the board, as I'm sure I'm not the only person looking for this information.
Deb

[Frank A. Engle]

I can highly recommend Judy McKee from McKee Motivation. She has been in the business for a good number of years and has a some great call center training programs including "Train the Trainer". She also provides her programs, if desired, live via the internet so you do not have to pay for the normal expense and travel time.

Her website is:
http://www.phonedamentals.com/

Give her a call! Good luck!

[ghorrocks]

Deb,

Here is to your questions:

Gary,
What are your suggestions for Train the Trainer programs?

***I will throw this one back to you. What type of facilitation will the trainers be conducting?
I.E Blended E-Facilitation- Train the trainers should be conducted in that enviorment.

Classroom Style training-should be hands on with a train the walking through the presentation.

The reasoning behind this is if you conduct (which a lot of companies do) train the trainer calls then send off your trainers they do not have a clear concept of what the training should look and feel like. Now if you can dictate training in a way that people can see, hear and feel the methodology within it ,which is very challenging, then a call may be significant. Otherwise your learning curve for your trainer and the people they impact during that time would of been better spent having an actual trainer guide them hands on.

Which ones do you have experience with and what is your feedback?

***I personally have designed, developed, delivered and then coached afterward for organizations such as Citigroup, Wells Fargo, Generation Direct, Teracore A&S teleservices, colleges etc... etc.... All types of training from e-facilitation, blended enviorments, on-site, and phone with proper training guides.

Please post this on the board, as I'm sure I'm not the only person looking for this information.
Deb