“Practical Tips for Being a Great Trainer and Overcoming Workplace
Contents
1. 9 SCENARIO 9 ANALYSIS 10 STRATEGIES FOR HANDLING TRAINING CHALLENGES 12 QUESTIONS amp WRAP UP 13 Trainer s Guide Page 3 Agenda This document details one session of the Immunization Registry Train the Trainer Workshop Practical Tips for Being a Great Trainer and Overcoming Workplace Challenges It outlines the session in detail and provides guidance for the facilitator The agenda for the session is as follows Topic Time Length Welcome 9 20 5 Who are your customers 9 25 10 How are you different from other trainers 9 35 5 Practical tips for great training 9 40 20 Training challenges 10 00 20 Questions 10 20 up to 5 Training Tips separate handout 10 25 15 Trainer s Guide Page 4 Welcome Time 5 10 minutes Workshop attendees will already have the Participant s Guide in their binders Welcome the group and introduce yourself as a fellow trainer Say something like Because time is short I m going to get right to the point By the end of this hour you ll be able to answer the following questions please see page 4 in your participant guide W2. Immunization Registry Train the Trainer Workshop Trainer s Guide Practical Tips for Being a Great Trainer and Overcoming Workplace Challenges 2003 All rights reserved No part of this document may be reproduced stored in a retrieval system or transmitted in any form or by any means electronic mechanical photocopying recording or otherwise without the written permission of the Skills Training Institute at the California Distance Learning Health Network CDLHN Curriculum prepared by CDLHN under a grant from the California Department of Health Services Immunization Branch Trainer s Guide Page ii Table of Contents TABLE OF CONTENTS II AGENDA 3 WELCOME 4 WHO ARE YOUR CUSTOMERS 4 HOW ARE YOU DIFFERENT FROM OTHER TRAINERS 6 PRACTICAL TIPS FOR GREAT TRAINING 7 CUSTOMER SERVICE BASICS 8 TRAINING CHALLENGES
3. are from the government There is no capital investment by the doctor medical practice The Registry is not mandatory in California Therefore your training must both hold their interest and exemplify your product s benefits and ease of use Trainer s Guide Page 7 Practical tips for great training Time 20 minutes Goal To define great training in useful practical terms Ask the trainees to finish the following sentence s A great trainer is A great trainer always A great trainer never Write their answers on the board Use this to lead into a guided discussion about training and help the class make as many of these points as possible Encourage the class to take notes on page 4 of their Participant s Guide A great trainer Helps people help themselves Is encouraging and supportive Is an active listener meaning that they repeat back what they heard to verify comprehension So you are asking What I hear you saying is Avoids technical terms Gives learners their complete undivided attention Responds with words or phases that indicate they are listening Yes I see I can imagine etc Makes the material relevant to the learner s These skills will help you Keeps things moving along Creates a comfortable environment where learners feel safe making mistakes Pays attention to learners
4. ession to create a safe comfortable training atmosphere at the beginning of the session by briefly getting acquainted Jim is pleased as he takes this to mean that Marge learned what she Jim has no idea if the training was successful because he doesn t know if she can perform any of the Jim should have let Marge perform and practice the tasks throughout the session Trainer s Guide Page 12 Event Issue Strategy needed to and that the training was a great success training tasks because he did them all and evaluated her performance at the end Ask participants to turn to page 11 in their participant guide Review the Strategies for Handling Training Challenges table with them and encourage them to use it on the job Strategies for Handling Training Challenges CHALLENGE STRATEGY Interruptions Anticipate interruptions and understand that they are a predictable part of workplace training Try to get back on track ASAP Ask if there is a quieter place where you can continue the training If they become a real problem ask if there is a better time and schedule a follow up appt Inadequate time Prioritize training based on the learners need Cover have to knows first and nice to knows second Give your customers information on how where to get help if they need it the User Manual the Registry Help Desk training materials your contact information Schedule a follow up ap
5. hat Jim encountered interruptions not enough time disinterest etc Lead a 10 minute discussion on the questions above Encourage note taking on page 7 of their Participant s Guide Use the following table to analyze the scenario with the class It is located on p 8 of the participant guide PLEASE NOTE You will not have time to go through the whole analysis line by line so strongly encourage the class to read it carefully on their own time as they will 1 learn a lot and 2 avoid Jim s mistakes Analysis Event Issue Strategy Jim does not preview the training with the customer A critical part of successful training is to preview the event so that learners know what to expect and what is expected of them Jim should have shared the training objectives with Marge at the start of the session Jim sits down at her computer and Marge sits next to him People learn far more by doing than by watching Jim should have taken the chair next to the computer and asked Marge to sit at the computer so she could Trainer s Guide Page 11 Event Issue Strategy perform the training tasks It is like Word but has greater functionality and uses less working memory Jim used technical terms during training and risked confusing Marge and causing her to worry that she was out of her league Unless a trainer knows that the client is computer literate it s always best to use e
6. ho are your customers Where do they work Why are they unique What frustrations do they have What does this mean to you as a trainer What is great training What does this mean in practice What challenges will you face delivering technical training in the workplace How can you overcome those challenges Who are your customers Time 5 10 minutes depending on how long the Welcome took Goal To develop empathy for customers and set realistic expectations for training Start a discussion by asking the group Who are your customers The answer is Medical Assistants and front office staff who work in public health clinics and private doctor s offices Now ask What makes them unique The class may have some of the answers but be sure they get this critical take away information o This group is unique because unlike doctors and nurses Medical Assistants and other office staff do not have to be certified by the State or have college degrees Instead their training is at the discretion of the employers In practical terms this means that Medical Assistants and doctor s office staff are a very heterogeneous group whose ages educational levels cultural backgrounds languages and skill levels are quite diverse Trainer s Guide Page 5 o What does this mean to you as trainers This means that you should be prepared for a variety of training experiences some simple and straightforward and others more cha
7. ing memory Marge yawns Jim wonders why but doesn t say anything because he does not want to ask a personal question Instead he quickly shows Marge how to create a new document insert and format a table AND create a gorgeous header footer Jim is pleased with their progress Marge opens her purse and searches for her new pink lipstick Jim starts to show Marge how to do the next task on the checklist when the phone rings Marge answers it and handles the call When she is done she says Where were we Trainer s Guide Page 10 Jim asks If this isn t a good time Marge says No this is as good a time as any Jim gets back to business He shows Marge how to create a folder and save the file to the folder The phone rings again and Marge handles the call Jim is irritated but says nothing A few minutes later Marge tells Jim that their time is up Jim is concerned that they did not complete all of the tasks on the checklist but has another session to get to and prepares to leave He asks Marge if she has any questions and she says No Jim is pleased as he takes this to mean that Marge learned what she needed to and that the training was a great success Do you agree with Jim Why or why not How would you feel if you were Marge Do you think she ll use the new program What would you do differently if you were Jim How would you handle the challenges t
8. llenging While you can t be prepared for every situation the practical tips you learn today and strategies for overcoming challenges will help make every session a success What are their days like Ask the group to imagine what it is like to be a Medical Assistant or front office person in a clinic What challenges do they face What frustrations do they have Low pay Language barriers Culturally diverse customers Scared children Skeptical reluctant parents fear of vaccines doubt about the need for them A lively work environment Frequent job turnover Note that given the challenging nature of their jobs not every healthcare worker is going to be as enthusiastic about the Registry as the trainers are That s why empathy along with excellent training skills is essential to successful Registry training Trainer s Guide Page 6 How are you different from other trainers Time 5 minutes _____________________________________________________________________ Typically training for medical office staff receive On the job training by supervisors or mentors Training by commercial companies out of the office often expensive Vendors who have sold their practice expensive equipment or products CEU trainings to fulfill requirements for licensed staff In contrast a training offered by your immunization registry is Facilitator provides answers below Registry training is free an excellent value Registry trainers
9. pt at the customer s convenience as soon as possible after the first training session Weak computer skills Create an environment where the customer feels safe making mistakes Encourage the customer to perform all computer tasks People learn by doing not by watching Break the tasks into small steps Applaud small successes Be supportive and offer frequent praise Be patient Share a story about something that was hard for you to learn Poor attitude lack of motivation Be empathetic I understand how you feel Acknowledge their concerns Share the Registry s selling points or benefits Language barrier Listen carefully Ask the customer to speak more slowly Repeat back what you understand and ask questions about what you don t Ask if someone else in their office can help them Trainer s Guide Page 13 CHALLENGE STRATEGY communicate with you Remember that they are doing their best to communicate with you Be polite and respectful Check your attitude make sure it is positive helpful and friendly at all times Questions Ask if there are any quick questions Remind the trainees that the handouts from this session were designed to be used on the job to support their performance Thank them for their time and their contributions to the session
10. to find out if they are engaged OR lost and confused Uses questions to keep learners focused gage comprehension and keep them interested Lets the learner use the computer at all times If they have to help the trainer asks if it is ok to use the computer Is enthusiastic about the Registry Knows the Registry s selling points and subtly shares them during training Is an expert on the Registry so that learners never hear them say I don t know Trainer s Guide Page 8 Says Let me look into that and get back to you if they don t know the answer Asks for input during training and feedback afterwards Learns from customers and continuously improves Knows what great customer service is and delivers it during every training session Refer participants to their Customer Service Basics handout on p 5 of their guide which is a copy of the following list Customer Service Basics It is not just what you say but how you say it that matters Great customer service is really just common courtesy and good etiquette listening carefully being polite treating people with respect etc Treat people the way they want to be treated Be courteous respectful and professional and remember that you are representing the Registry at all times Customer service can make or break the experience It will strongly influence your customers decision to use the Regis
11. try or not It will also affect what they say to their colleagues who we also want to use the Registry Trainer s Guide Page 9 Training challenges Goal To prepare the class for training challenges and develop strategies for overcoming them Time 20 minutes Ask the participants to turn to p 6 in their guide Instruct them to read this scenario and be prepared to discuss it in 5 minutes Jim is a professional trainer who loves computers and fancies himself tech savvy His current assignment is to train secretaries in a busy office how to use a new software program that will eliminate lots of paperwork and automate many processes that are currently done by hand To minimize time off the job and to save travel costs Jim will deliver 1 on 1 training in the workplace Jim arrives at the first training session armed with a software manual and tremendous enthusiasm for the job He loves computers and can t wait to share the virtues of the software program with his clients Jim s first client is Marge a middle aged woman who has been with the company for 23 years She takes him to her cubicle and offers Jim a seat Jim sits down at her computer and Marge sits next to him Jim says To launch the program double click on the typewriter icon and proceeds to do that As the program starts up Jim tells Marge about the great features of the program It is like Word but greater functionality but uses less work
12. veryday language during a technical training Marge yawns Jim wonders why but doesn t say anything because he does not want to ask a personal question Jim chooses not to check in with the client and instead plows ahead with the training Jim should have used questions to find out what was happening to Marge was she lost and confused or just sleepy Was she learning The phone rings again and Marge handles the call Jim is irritated but says nothing At this point it is clear that Marge is distracted unmotivated or both but Jim doesn t say or do anything to improve the situation Jim should have asked Marge Is there a quieter place where we can work or rescheduled the training for another day A few minutes later Marge tells Jim that their time is up Jim is concerned that they did not complete all of the tasks on the checklist but has another session to get to and prepares to leave Jim and Marge run out of time and do not meet their training objectives Jim should review document what was covered in the training session using a checklist and then schedule a follow up appointment to complete the training He asks Marge if she has any questions and she says no Jim and Marge did not develop rapport because Jim was very focused on the software program and its functionality and not on the learner Jim should have taken the time at the start of the s
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