Crm Ttt Cite

8/8/2019 Crm Ttt Cite

1/47

Train-the-Trainer


2/47


3/47

Lets Recap

What had happened?

How do you feel?

How do you rate yourtraining session?

What you want to learn today?


4/47

Module Learning Objectives

At the end of the module, participants should be

able to;

Understand and apply adult learning principle

Do the necessary preparation for training

Write lesson plan and organize training

contents

Facilitate training session

Deliver training effectively

Interact well with audience


5/47

Learning Agenda

Introduction to Training &Development

Adult Learning

Preparing for Training

Delivering Your Training

Q&A, Summary &Conclusion


6/47

Life as a Trainer

Can you stand on your feet all day?

Are you willing to work more than eight hour days and 40hour weeks?

Can you stand on your feet and be on your toes all day?

Can you give and not receive?

Are you the role model?

Can you deal with the constant logistic issues?

Can youcheer even without management support?

Can you deliver hard feedback?

Can you identify issues, document them, identifysolutions and make improvements?


7/47

Definition of Training

Training - improving the knowledge, skills

and attitudes of employees for the short-

term, particular to a specific job or task.e.g.,

Employee orientation

Skills & technical training

Coaching

Counseling


8/47

Definition of Development

Development - planned program

preparing the employees for future

responsibilities, while increasing thecapacity to perform at a current job

Management Training (DRM)

Supervisor development (CRM)


9/47

Definition of Training & Development

Planned programs to equip the employees

with necessary knowledge, skills & attit

udefor them to perform current job effectively

and efficiently, as well as to prepare them

for future responsibilities


10/47

Knowledge, Skill & Ability (KSA)

Knowledge - information we place into memory

(i.e.: company rules, process & procedure,

management theory & practice, etc.) Skill - capacities needed to perform a set of

tasks that are developed as a result of training

and experience

Ability - the quality of being able to perform; a

quality that permits or facilitates achievement or

accomplishment


11/47

Trainer, Coach & Facilitator

Trainer- one who trains other persons

Coach - Someone who assist others to

learn a skill or task. A person who givesprivate instruction

Facilitator- individual who enables

grou

ps and organizations to work andlearn more effectively; to collaborate andachieve synergy

WHICH IS YOU?


12/47

Roles & Competencies of Trainer

Roles Competencies

Analysis/Assessment

Role

Industry understanding; computercompetence;

data analysis skill; research skill

Development

Role/ProgramDesigner

Understanding of adult learning; skills in

feedback; writing, electronic systems, and

preparing objectives

Strategic/ChangeAgent

Role

Career development theory; business

understanding; delegation skills; managingchange

Instructor/Facilitator/Coa

ch Role/Performance

Consultant

Adult learning principles; skills related to

coaching, feedback, electronic systems, and

group processes

Administrator/Program

Manager Role

Computercompetence; skills in selecting and

identifying facilities; cost-benefit analysis; project

Based on a study conducted by ASTD (American Society for Training

& Development), trainers perform many other roles such as;


13/47

Adult Learning


14/47

Adult Learning Principles

Reasons to learn and re-learn

Learning is by doing Tell Them, Show Them, They Tell You,

They Show You (OJT)

What, Why, How, Where & When


15/47

Types ofLearner

Auditory Learner

Learn best from listening and spoken words.

Use spoken words, sound and discussions

Work best by listening to instructionsVisual Learner

Learn best from seen and observed things.

Use pictures, diagrams, demonstrations, displays, flip-

chart and handout

Work best from lists and written directions and

instructions


16/47

Types ofLearner

Kinesthetic Learner

Learn best from physical experience

Use touching, holding, doing, and feeling in

learning Work best when you allow them to try something


17/47

How to Help Adult Learns?

Learn by doing

Learn by solving practical problems

Learn through the application of past

experience

Learn best in an informal environment

Through a variety of training method


18/47

Teacher vs Trainer

Teacher

Tell them what you are going to tellthem

Tell them what you are telling them

Tell them what youve told them


19/47

Teacher vs Trainer

Trainer

Ask them what theyve done

Tell them what they are going to do

Show them what they are going to do

Let them do it

Let them do it some more

Ask them what theyve just done


20/47

Preparing For Training


21/47

Preparation: Create a check list

You will conduct Merchandisingtraining for

your new stockers next week

The training will be conducted in 1 day. First half

will be in the classroom, and second half will be

at the selling floor for practical session

In pair, prepare the checklist for the training Write in the flipchart paper and present it

Time given is 15 minutes


22/47

Course Outline & Lesson Plan

Introduction - Agenda, Objective,

Expectations

Contents - What, Why, How, When &

Where

Conclusion - Recap & Wrap-up


23/47

Exercise

Refer to the handout

Arrange the slides acc

ordingly Justify and share your answer



24/47

IntroductionGeneralguidelines

Write notes on index card

Eye contact Drink water if you are thirsty. Not iced water

Vary your voice pitch, volume, shortdramatic pauses, speed of delivery

Watch your language! Use everydaylanguage, friendly

Mannerism - avoid adjust yourclothes,scratch your ear or nose, brush back your hair


25/47

Introduction: gain attention

y Open with high energy, animation and

enthusiasm

y Give the audience an overview - tell them

the big picture

y Be aware of your appearance

y Be aware of your voice - tone, accent,

pace and speed, choice of word


26/47

Take One, Ready & Action!!!

Select one topic/subject you are familiar

with

Visualize that you are going to conduct thetraining on the topic/subject

Prepare an introduction of the training


Present yourIntroduction


27/47

Delivering Your Training


28/47

Delivery Skills

Verbal

Pleasant

Natural

Dynamic

Expressive

Easily heard


29/47

NonverbalDeliverySkills

Posture, confidence, alert

hand gesture

body movement, step forward, a step

backward, lateral movement

facial expression

eye contact

Delivery Skills


30/47

Deliveryof Contents

Step by step

Clear and concise

Tell them why

S

tress key pointsAvoid jargon and buzz words

Speak at moderate speed

Delivery Skills


31/47

How to Make Your Delivery Interesting?

Quotation

Challenging questions

Stories and description of incidents

Activities

Visuals props

Motivate your audience


32/47

How to Motivate Your Audience?

y Tell a story

y Use natural humory Unusual statistics

y Know their level of knowledge

y Speak their languagey Variety in a presentation - consistent &

inconsistent


33/47

y Create a need - WIIFM

y Get yo

urself ex

cited - eye

conta

ct andmake yourself available before session, at

breaks and after session

y Establish a long range objectives - see

bigger pictures like the overall presentation

yApply contents to life - role play and action

plans



34/47

Know their level of knowledge

Speak their language

Variety in a presentation

How to do this?

Observe & learn from good instructors

Practice



35/47

Take Two, Ready & Action!!!

Refer to your handout

Deliver the topic in 5 minutes


Present the topic

Observe and give feedback


36/47

Transition

Physical movement

Use of media

Change ofMedia

Mini-Summary

Q&A

Pause


37/47

Use ofMultimedia

PresentationSlides & Flip Chart

Write big and well

Use color - red forunderline,black/blue/green for main text

Use exact words,

Face your audience,

Post them

Use symbol, box and bullet points


38/47

Facilitation Skills

Set ground rules

Learn to wait before responding - count to 10

Redirect questions to the group

Use the energy of the group - rest, humor,stretch break

Avoid making judgment statements - Howcan you do that?

Listen attentively - look into their eyes


39/47

Paraphrase to clarify

Use flipchart - keep track of ideas. KISS

Combine - dont just record. Get comment

and build on each others thought

Summarize periodically

Park it - parking lot

Give reinforcement verbal and non verbal

thank you and thumb up

Facilitation Skills


40/47

Check forunderstanding

Ask participants to summarize Ask others for opinion

Summarize and move on

Facilitation Skills


41/47

Demo & Role Play

Position the employee correctly

Explain the objective and steps

Demo first the overall process

Demo each & next step slowly, explain

each step elaborately and verifyunderstanding

Practice and feedback

Summary


42/47

Verify the Trainees Understanding

Ask for questions

Any questions before we move on?

Anything I need to clarify further?

Wait for questions

Havetrainee repeatinstructions

Anyone can tell me the complete steps?

Praise them if they do it well


43/47

Testverbally for understanding

keep question short and to the point usually 2 to 3 questions

gain confidence and making progress

Example: What is GST? Why we shouldpractice GST? How to do GST?

Verify the Trainees Understanding


44/47

Summary and Closing

Ask questions

Check parking lot

Summarize any follow up action items

required of you

Summarize key points


45/47

Last Scene, Final Take, Ready & Action!!!


46/47

The Challenge Choose one topic in training module The

Roles ofManager

Prepare for5minutes delivery and 2minutes Q&A session

Present the topic

Observe and give feedback



47/47

Q & A

Date post:	09-Apr-2018
Category:	Documents
Upload:	zzulhaimi
View:	226 times
Download:	0 times

Crm Ttt Cite

Documents