State of ConnecticutCore-CT Project

TT 100: Train-the-Trainer

Self Service Time and Labor

with Instructor NotesUpdated 07/01/2003

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Getting Started

Flashcard Activity1. Unscramble your word or phrase.

2. Post your unscrambled word/phrase on the wall when you are done.

Jiasoj sl Jdfljsdoi

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TT 100: Self-Service Time and Labor Train the Trainer

Week 1: Content Knowledge/ Training Skills

2 days July 22 - 25

Week 2: Open Labs 1/2 day + July 25 – Aug. 1

Week 3: Practice Teaching 1 day Aug. 4 - 6

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Ground Rules

1. Start on time; be back from breaks on time; end on time.

2. The only stupid question is the one left unasked.

3. Listen and follow along; avoid jumping ahead.

4. Help your instructor cover everything by keeping discussions on track.

5. “Cheating” – otherwise known as helping each other – is encouraged!

6. Tent cards on table when working; on computer whendone.

7. Turn your cell phone off or on vibrate.

Getting Started

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Getting Started

Key Core-CT Contacts

Alice Clive

Barbara Kleefeld

Paul Eskew

Libby Bacon

Claudia Rodriguez

Cathy Bysiewicz-Cluen

Your Core-CT Contact Persons

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TT 100: Train the Trainer: Self Service Time and Labor

Morning Break!

Coming Up Next: Change Management!

“Change is inevitable - except from a vending machine.”

Robert C. Gallagher

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Change Management

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Trainer’s Role as Champion

Change Management

•Be the optimist: acknowledge the negatives but keep things on a positive note

•Remind users of the balance between loss and gain

•When opportunities present themselves, point out what is to be gained by end-users

•Model open-mindedness

•Always discuss – never dispute

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The Process of Change

Change Management

Stage 1: DenialDenying, ignoring, minimizing

•Gather Information

•Find out how the change impacts you

•Talk with others

•Give yourself time

Stage 2: ResistanceAnxiety, anger, depression

•Acknowledge your feelings and loss

•Seek out the support you need

•Take care of yourself

•Don’t join the “whiner’s club”

Stage 3: ExplorationLooking for options, letting go, feeling more energetic and hopeful

•Identify your available options

•Focus on short-term goals and immediate priorities

Stage 4: CommitmentFocusing on a course of action, adapting to change, viewing the future with hope

•Set long-range goals

•Celebrate your new reality

•Prepare for the next change

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The Process of Change

Change Management

•The amount of time spent in each stage is unique for each person.

•Stages are not necessarily experienced consecutively.

•It is common to bounce around between the four stages.

•Sources:

•The Resilience Factor: Ken Steller, Program Director for Organizational Development, Connecticut Department of Social Services

•Managing at the Speed of Change, by Daryl Connor

•Dennis Jaffe and Cynthia Scott, Changeworks Group: www.cworksinc.com

•Dr.’s Suzanne Kobasa and Salvador Maddi, University of Chicago

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4 Key Strategies for Being More Resilient

Change Management

•Challenge

•Control

•Connection

•Commitment

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Managing Change

Change Management

What are you losing? What are you gaining?

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Quotations about Change

Change Management

The trouble with the future is

it ain’t what it used to be.

Yogi Berra

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Quotations about Change

Change Management

We’re all in favor of progress

as long as nothing changes.

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Quotations about Change

Change Management

Change is good - -

you go first!

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Quotations about Change

Change Management

Change is inevitable -

growth is optional.

Brian McDermott, Growth Works Inc., Minneapolis, MN

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Quotations about Change

Change Management

Learning is not compulsory;

but neither is survival.

W. Edwards Deming

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Quotations about Change

Change Management

A window of opportunity

won’t open itself.

Dave Weinbaum

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Quotations about Change

Change Management

Learning is change and to change, there must be a reason.

Donald Clark

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Quotations about Change

Change Management

Nothing endures but change.

Heraclites 540 BC – 480 BCFrom Diogenes Laertius, Lives of Eminent Philosophers

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Quotations about Change

Change Management

On rapid change:

Successful adaptation to

the environment requires that

an organism be capable of learning.

Richard Restak, MD, The Brain

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Quotations about Change

Change Management

No one can persuade another to change. Each of us guards

a gate of change that can only be opened from the inside.

Marilyn Ferguson

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Quotations about Change

Change Management

The pessimist complains about the wind; the optimist expects it to change;

the realist adjusts the sails.

William Arthur Ward

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Quotations about Change

Change Management

You can expect the worst and get the worst and suffer twice –

or you can expect the best, get the worst, and suffer only once!

Loretta LaRouche

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Key Points

Your role as champion for the Core-CT project will impact the success of your training classes.

Four strategies for helping users deal with change are:

• Modeling a positive attitude (the champion role)

• Understanding the process of change and how to respond with resilience

• Conducting a “Losses and Gains” brainstorming session

• Adopting a positive philosophical stance by remembering meaningful motivational quotations about change

Change Management

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Train the Trainer

Trainer Roles

By the end of this section, you will be able to:

• Explain your role as Tour Guide.

• Explain your role as Facilitator.

• Explain your role as Competency Assessor.

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Introduction: Brainstorming Activity

Trainer Roles

BEST software trainingsession I have ever

attended

WORST software trainingsession I have ever

attended

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Tour Guide and Facilitator

Trainer Roles

Tour Guide (of the Content)

Facilitator (of the Learning Process)

•Familiarized users with the software’s features and capabilities

•Took a “demonstrator” role for navigating, using tool bars, etc.

•Explained unfamiliar terms and

concepts

•Was knowledgeable

•Provided appropriate materials and job aids

•Encouraged self-reliance – was “hands-on” with navigation

•Encouraged and allowed enough time for questions

•Made learning “safe”

•Controlled “air time”’; dealt with

excessive talkers

•Related content to real-world examples and applications

•Was helpful, responsive, and patient

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Competency Assessor

Trainer Roles

During Class After Class

•Class Exercises •Online Participant Handouts and Job Aids

•Training Sandbox

•Help Desk

•Super Users

•WLA

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Key Points

As a Core-CT trainer, you have 3 main roles:

1. Tour Guide of the Core-CT software itself

2. Facilitator of the classroom learning process

3. Competency Assessor

– Do they get it?

Trainer Roles

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TT 100: Train the Trainer: Self Service Time and Labor

LUNCH BREAK!

Coming Up Next: How Adults LearnClassroom Management Skills

To err is human - and to blame it on a computer is even more so.

Robert Orben

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Train the Trainer: Self Service Time and Labor

Adult Learning Principles

By the end of this section, you will be able to:

• Identify and describe 5 principles of adult learning.

• Describe at least 3 ways you can apply adult learning principles to the classroom.

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Adult Learning Principles

1. Adults are self-directed learners.

2. Adults need to have their physiological and psychological needs met.

3. Adults bring their life experience to learning experiences.

4. Adults prefer varying styles of learning.

5. Adults need appropriate practice.

Source: The Accelerated Learning Handbook. Dave Meier.

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Adult Learning Principles

Learning Principle Explanation Classroom Applications

1. Adults are self directed learners.

•Need a reason to learn.

•Need to know what’s in it for them.

•Must be ready - must have a desire to learn.

•Are task or problem - oriented.

•Clearly communicate the learning objectives and benefits of the course.•Ask users about their expectations as learners.•Remember you are responsible for “setting the table”; only the users can decide to “eat.”•Keep content job- related.

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Adult Learning Principles

Learning Principle Explanation Classroom Applications

2. Adults need to have their physiological and psychological needs met.

• Cannot tolerate interminable sitting.

•Have pride and self esteem - and something real to lose.

•Need a “safe” environment in which to learn.

•Schedule an adequate number of energizing stretch breaks.

•Frame asking stupid questions or making mistakes as a necessary part of learning.

•Use praise and encouragement.

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Adult Learning Principles

Learning Principle Explanation Classroom Applications

3. Adults bring their life experience to learning experiences.

•Draw upon an accumulated wealth of knowledge.

•Relate new information to what they already know.

•May need to debate or express an opinion about new information.

•Acknowledge the expertise of users.

•Relate new business processes to old ones.

•Be open to and encourage questions.

•Respect users by listening to what they have to say.

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Adult Learning Principles

Learning Principle Explanation Classroom Applications

4. Adults prefer varying styles of learning.

•Have their own preferences and learning styles.•SAVI:

•Somatic: moving and doing

•Auditory: talking and hearing

•Visual: observing and picturing

•Intellectual: problem solving and reflecting

•Aim for a smorgasbord; not a one-dish meal.•Integrate presentation with practice.•Encourage learners to talk about what they’ve learned.•Make learning visual with process flows, etc.•Encourage users to think about how to apply new learning on the job.

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Adult Learning Principles

Learning Principle Explanation Classroom Applications

5. Adults need appropriate practice.

•Need hands-on, experiential opportunities.

•Need practice to be real-world oriented.

•Need feedback about how they are doing.

•Need a chance to experience success.

•Don’t just show and tell.

•Use relevant scenarios and examples.

•Help users troubleshoot what they are doing wrong.

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Adults Need Appropriate Practice

Adult Learning Principles

We remember:

10% of what we READ

20% of what we HEAR

30% of what we SEE

50% of what we SEE and HEAR

80% of what we SAY

90% of what we SAY and DO

Source: Instructional Design for Web-Based Training. Dave Arch, The Bob Pike Group

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Key Points

5 Principles of Adult Learning:

1. Self Directed

2. Physiological and Psychological Needs

3. Life Experiences

4. Different Learning Styles (SAVI)

5. Practice

Source: The Accelerated Learning Handbook. Dave Meier.

Adult Learning Principles

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TT 100: Train the Trainer: Self Service Time and Labor

AFTERNOON BREAK!

Coming Up Next: Classroom Management Skills!

“The illiterate of the 21st century will not be those who cannot read and write, but those who cannot learn, unlearn, and relearn.”

Alvin Toffler