Before You Begin: Tips For Trainers (cont.) Acquaint the participants with the participants regarding the ■ “housekeeping” items. Advise important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.). Establish clear goals. The specific learning objectives for this class are included in the ■ Keep in mind that the clearer the of their Leader’s Guide. participants’ understanding objectives, the more likely it is that they will achieve those objectives. Involve The Participants The corresponding Participant Workbook provides a Before-and-After Skill Inventory. The ■ Before-and-After Skill Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using this inventory sets the stage for immediate involvement. Choose the segments of the media that best meets your needs. Decide the viewing ■ method that works best (start/stop, all inclusive, minus the review segment, etc.). When using Telephone Doctor® Participant Workbooks, there are a variety of ways to ■ complete the questions. 1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page. 2. Prior to class, instructor selects most pertinent questions to be completed during class. 3. Assign homework to participants to complete remaining questions. Verify participant understanding by asking questions. Make them do most of the work. ■ Resist the urge to Ask questions, coax answers, take over. Facilitate, but don’t dominate. encourage give and take. Encourage involvement of the participants, by beginning questions with phrases such as: ■ you think about “What did that?” what you “Tell me just saw.” what was your take on “That was interesting, it?” were your “What initial impressions?” did that scene make you “How feel?”
Before You Begin: Tips For Trainers (cont.) ■ Acquaint the participants with “housekeeping” items. Advise the participants regarding the important features of the training environment (e.g., location of restrooms and lounge facilities, breaks, etc.). ■ Establish clear goals. The specific learning objectives for this class are included in the Leader’s Guide. Keep in mind that the clearer the participants’ understanding of their objectives, the more likely it is that they will achieve those objectives. Involve The Participants ■ The corresponding Participant Workbook provides a Before-and-After Skill Inventory. The Before-and-After Skill Inventory has a dual purpose. It can be used as a pre-test/post-test exercise or as a buy-in activity. Using this inventory sets the stage for immediate involvement. ■ Choose the segments of the media that best meets your needs. Decide the viewing method that works best (start/stop, all inclusive, minus the review segment, etc.). ■ When using Telephone Doctor® Participant Workbooks, there are a variety of ways to complete the questions. 1. Divide participants into two groups, assign each group a page and have the group prepare to discuss one or two questions from each page. 2. Prior to class, instructor selects most pertinent questions to be completed during class. 3. Assign homework to participants to complete remaining questions. ■ Verify participant understanding by asking questions. Make them do most of the work. Resist the urge to take over. Facilitate, but don’t dominate. Ask questions, coax answers, encourage give and take. ■ Encourage involvement of the participants, by beginning questions with phrases such as: “What did you think about that?” “Tell me what you just saw.” “That was interesting, what was your take on it?” “What were your initial impressions?” “How did that scene make you feel?”
7Proactive%20Customer%20Service%20LG%20-%20DRAFT.docx