1FS_KT_Foundation TTT_EN www.ITpreneurs.com

The purpose of this document is to explain the requirements and to outline the steps involved in becoming an Accredited Trainer for the Kepner-Tregoe Foundation course.

• Thecandidatehassuccessfullydeliveredtrainingprogramsinthepast(minimumof2years)• ThecandidateholdstheITILFoundationCertificate• Thecandidatehasmore than3yearsexperienceofanykindofprocess improvement ina

ServiceManagementenvironment,forexampleinincidentmanagement,problemmanagement,escalationmanagementorsupportmanagement

• Thecandidatehas- AttendedtheKepner-TregoeFoundationcourseandpassedtheexam- AttendedtheKepner-TregoeFoundationTrainerCertificationProgram:

º TraintheTrainersession–toincreasethedepthofknowledgethatthetrainerhas,toallowthemtobecomfortablewiththecontentsoftheworkshop

º Checkoutsession–toensurethatthequalityofthedeliveryistotherequiredstandard

PURPOSE

REQUIREMENTS FOR BECOMING AN ACCREDITED KEPNER-TREGOE

FOUNDATION TRAINER

KEPNER-TREGOE FOUNDATIONTRAINER FACTSHEET

TERMINOLOGY:

ICF: ITpreneurs Course Familiarization

TTT: Train the Trainer

TCP: Trainer Certification Program

Candidate: Person wishing to become an accredited Kepner-Tregoe Foundation trainer

Partner: An ITpreneurs training partner

SD: Service Delivery

RBM: Regional Business Manager

GSD: ITpreneurs Global Service Desk

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APPLICATION:

If a partner or an individual trainer applies for approval to deliver the Kepner-Tregoe Foundation course, or an existing trainer wishes to extend his or her scope of certification, a Kepner-Tregoe Foundation Trainer Application Form should be requested. ITpreneurs’ Service Delivery team ensures that each trainer’s résumé and certificate are validated before accepting the candidate into the TCP.

PRE-REQUISITE FOR THE TCP:

- Attendedthe2-dayKepner-TregoeFoundationcourseandpassedtheexam- ThecandidatetrainerhassignedalicenseagreementwithKepner-TregoefortheuseofKepner-

TregoeIntellectualProperty

THE TCP PROGRAM COMPRISES OF 3 STEPS:

PROCESS TO BECOME AN ACCREDITED

TRAINER

STEP 2:Virtual Learning3 hours

STEP 1:5 day classroomTTT

STEP 3:2 day Checkout session(First classroom Teach co-delivered by 2 Candidate Trainers)

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STEP 1: 5 DAY CLASSROOM TTTTHE TTT IS A 5-DAY WORKSHOP LED BY A MASTER TRAINER FROMKEPNER-TREGOE

• Duration:5days, (8hoursofclassroomstudyeachday,withabout5hoursofselfstudy/homeworkperdayspreadacross4days)

• Maximum number of participants:6foroneMasterTrainer

OUTLINE OF THE TTT PROGRAM:

• OverviewofthesystematiclearningmodelusedbyKepner-Tregoetoteachpsychologicalcontenttoadultlearners

• DeliveryofthestepsofKepner-Tregoe’srationalprocessofSituationAppraisal,ProblemAnalysis,DecisionAnalysisandPotentialProblemAnalysis

• DeliveryofSituationAppraisal-Thedefinitionofanincidentandaconcern.Howto“ListThreatsandOpportunities“,“SeparateandClarify“,“SetPriority“,“PlanNextSteps“andtheroleofquestioninginSituationAppraisal

• DeliveryofProblemAnalysis-TheKepner-Tregoedefinitionofaproblem.Howto“DescribeProblem“,“IdentifyPossibleCauses”,“EvaluatePossibleCauses“,“ConfirmTrueCause“,explaintheroleofquestioninginProblemAnalysis

• DeliveryofDecisionAnalysis-Thedefinitionofadecision.Howto“ClarifyPurpose“,“IdentifyAlternatives“,“EvaluateAlternatives“,“MakeDecision”.TheroleofquestioninginDecisionAnalysis.Howtoeffectively“PresentRecommendations“and“AssessRecommendations“

• DeliveryofPotentialProblemAnalysis-Thedefinitionofanactionandaplan.Howto“IdentifyPotentialProblems“,“IdentifyLikelyCauses“,“TakePreventiveAction“,“PlanContingentActionandSetTriggers“.TheroleofquestioninginPotentialProblemAnalysis

• IntegrationofQuestioningandListeningSkills-TheroleofquestioninginKepner-Tregoe’srationalprocesses.Thecharacteristicsofeffectivequestions.Thetechniquesof“Open”and“Closed”questioningandtheirpurposes.Thetwotechniquesof“QuestioningtotheVoid”andtheirpurposes.Theconceptof“HandlingAnswers“

• AdvancedPAConcepts-Howto“ThinkBeyondtheFix“

• Managingandcoachingthecasestudies

• AnunderstandingofthemechanismsthatunderpintheKepner-Tregoeprocesses.

PROCESS TO BECOME AN ACCREDITED

TRAINER

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PROCESS TO BECOME A

CERTIFIED TRAINER

DAY 1

Introduction

SystematicTeaching

PresentationPrep

Lunch

Presentation

Delivery

PPADemoTeach

StudyExpectations

PreparePPATeach

DAY 2

Review

PPA

Presentation

Delivery

Lunch

PPA

Presentation

Delivery

ConceptDiscussion

SA

DemoTeach

StudyExpectations

PrepareSATeach

DAY 3

Review

SA

Presentation

Delivery

Lunch

SA

Presentation

Delivery

ConceptDiscussion

PA1&2

DemoTeach

StudyExpectations

PreparePATeach

DAY 4

Review

PA1&2

Presentation

Delivery

Lunch

PA1&2

Presentation

Delivery

ConceptDiscussion

DA1&2

DemoTeach

StudyExpectations

PrepareDATeach

DAY 5

Review

DA1&2

Presentation

Delivery

Lunch

DA1&2

Presentation

Delivery

ConceptDiscussion

DonutBlindSpec

DemoTeach

StudyExpectations

5FS_KT_Foundation TTT_EN www.ITpreneurs.com

PROCESS TO BECOME A

CERTIFIED TRAINER

STEP 2: 3 HOUR VIRTUAL LEARNINGThe virtual learning covers certain aspects that are not covered in the 5 days, such as Questioning skills, Case debrief and next steps.

OUTLINE OF THE TTT PROGRAM:

Course Introduction(Including Questioning Skills)

Blind Speck(Debrief of the Discovery Case Study)

Next Steps

Discovery Case Debrief & Process Overview

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TWO-DAY CHECKOUT SESSION• Toruntheworkshopforthefirsttimeinfrontofparticipantswiththesafetynetofanexperienced

MasterTraineravailableinrealtimetohelpwithdifficultquestions,andprovideadvice• TogetfeedbackandsupportfromtheKepner-TregoeMasterTrainer• Toensurethattherequiredqualitystandardisachieved• TolicensethetrainertobecomeanAccreditedKepner-TregoeFoundationtraineruponsuccessful

completion

The checkout session is the 2-day Kepner-Tregoe Foundation course co-delivered by the candidate trainers to a live audience. The Kepner-Tregoe Master Trainer will observe the candidate over the entire course and will support the candidate in the following ways:

• Observethetrainingandnottakepartinteachingunlessthecandidatetrainersrequestitorqualitydemandsit

• Makedetailednotesforfeedback• Giveconstructivefeedback• Alertthecandidatetrainerstoanyproblems• Bepreparedtoanswerquestions/provideexamples,butonlyifagreedwithcandidatetrainers

inadvance

PURPOSE

THE CHECKOUT

PROCESS WILL WORK

AS FOLLOWS

BEFORE THE CHECKOUT PROCESS THE KEPNER-TREGOE MASTER TRAINER WILL:

• Talktothecandidatetrainersandchecklogistics(includingmaterialsandalaptoptofacilitatevideoviewing)

• Reviewthesplitofteachbacksandensuretheyaredoingabouthalfeach. In Kepner-Tregoe Foundation each candidate trainer MUST do one part of Problem Analysis each, and one part of Decision Analysis each

• Reviewanddealwithanylastminutequestionsandconcerns• ConfirmtheKepner-TregoeMasterTrainer’sroleforthisCheckoutSession• Agreeprocessforfeedback• Agreeprocessforintervening/fieldingquestions,ifrequired• AgreehowtheKepner-TregoeMasterTrainer’srolewillbeexplainedtoParticipants

DURING THE CHECKOUT SESSION

The Master Trainer will take notes of the observed performance for feedback, and will:

• Keeptrackoftimings• Trackpositiveandnegativepoints• NoteProcessuseandSystematicTeaching• Includeideas/suggestionsforimprovements• Addexamplesand‘TestForUnderstanding’questionstohelpfornexttime• Noteobservationsaboutthegroup.eg.Involvement,missinginputs,confusionetc.• Makesurethenotesarelegible

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THE MASTER TRAINER WILL PROVIDE FEEDBACK

• Usuallyattheendoftheday• Atthefirstconvenientopportunity,ifurgent!• Usuallytobothcandidatetrainerstogether

And will:

• Provideacopyofthefeedbacktothecandidatetrainers• Reviewkeyareasforimprovementnextday/nexttime• Reviewreadinessfornextday’ssessionattheendofDay1

POSSIBLE OUTCOMES OF THE CHECKOUT

PASSAt the successful completion of a checkout, Kepner-Tregoe grants a license to the candidatetrainertodelivertheKepner-TregoeFoundationcourseforarolling12monthperiod,renewedbydeliveringtheKepner-TregoeFoundationwithin12monthsofthelastdelivery.

CONDITIONAL PASS Thesecandidateswillonlybeallowedtoco-deliverwithaKepner-Tregoeaccreditedtraineruntilthenext re-checkout. If thecandidatedoesnotpass the re-checkout, the individualwillhave toattendtheTTTagain,butcanonlyapplyforaTTTthatisconducted12monthsafterthisCheckout

FAIL TheindividualwillhavetoattendtheTTTagain,butcanonlyapplyforaTTTthatisconducted12monthsafterthisCheckout

For anything other than a Pass the candidate trainers will be made aware of the Master Trainer’s concerns at the earliest possible opportunity. At the end of the Checkout, the Master Trainer will inform them of the result.

Specific Assessment Criteria on which the candidates will be assessed:

• Doesthecandidatedisplaygoodcommunicationandcoachingskillsinthetrainingenvironment?• Canthecandidatedemonstrateagoodgraspofthekeypointsofthesession(s)andisheor

sheabletoimpartthemtotheclass?• Canthecandidatedemonstratefamiliaritywith,andfacilitatetheuseof,allthecoursematerials,

includinganyexercisesandcasestudies?• CanthecandidateprovideaccurateandappropriateanswerstoquestionsaskedbytheMaster

Trainerand/ortheclass?• Can the candidate demonstrate an understanding of the contents of the Kepner-Tregoe

methodology?• Canthecandidatedemonstrateanabilitytointerrelateandlinkdifferentpartsofthecourse?• Canthecandidatefurnishrelevantexamplestobringthemethodtolifethroughtheuseofreal

worldexamples?• Isthecandidatefamiliarwiththeexaminationadministrationprocess?

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MAINTAINING CERTIFICATION

TASKS

The following are the conditions that a trainer must adhere to in order to maintain certification: • Trainersneedtodeliveratleast1courseevery12months• Whentherearetwocoursesdeliveredwithapassratelowerthan50%withinonecalendar

year,thetrainercanloseaccreditationstatus• Thecandidatewillbe licensedbyKepner-Tregoe todeliver thiscourse toparticipants fora

rollinglicenseof12months.IfthecandidatedoesnotdeliveraKepner-Tregoecoursewithin12monthsofthepreviouscourse,thelicensewilllapseandacapabilitycheckwillneedtobemade,atthecandidates’expense,withKepner-Tregoe

• If the license expires, Kepner-Tregoe will assess the quality of the trainer and will requireappropriateremedialactiononacase-by-casebasisatthecandidate’sexpense

Tasks Responsible

Request the candidate to fill the Kepner-Tregoe Trainer Application form, provide a résumé and relevant certifications

SD>Candidate

Evaluate the candidate credentials before the TCP and approve attendance

SD> Candidate

Send candidate credentials to Kepner-Tregoe for approval if required

SD> KT

Service Delivery facilitates the signing of the licensing agreement for the use of Kepner-Tregoe Intellectual Property between Kepner-Tregoe and the candidate

SD> KT >Candidate

Schedule the TCP SD>Candidate SD>KT Master Trainer

Provide the candidate with access to materials on my.itpreneurs SD>GSD>Candidate

Send the candidate a trainer certificate if the TCP is successful SD>Candidate

Update ITpreneurs’ trainer database SD

This product includes content from Kepner-Tregoe, which is used by permission of Kepner-Tregoe Inc. All rights reserved.© Copyright 2012 by ITpreneurs Nederland B.V. All rights reserved.