Here is an article by Mike Aoki for our call center trainers with tips on using flip charts.

Pre-write your notes on the flip chart page in faint pencil so you can refer to them as you present. (Your participants will not be able to see your writing, but you will.) Test your markers in advance.

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Presentation Skills – How to Generate Group Discussions

Mike Aoki wrote this article awhile back but his tips on getting participation during presentations are right up to date.

Boy, did I look stupid! I was facilitating my first sales training class back in 1994. The course had 30 minutes earmarked for a group discussion. So I asked, “Does anybody have a question?”

You could hear a pin drop. The room was silent except for the rapid beating of my heart. So I asked, “What’s your best technique for selling accessories?” That generated a dozen answers. We soon had an enthusiastic discussion about sales techniques.

By asking better questions, I was able to generate a great group discussion.
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Training You Have To “Walk the Walk”

While Rick Johnson wrote this article a while ago, it still has many interesting points on training. As a call center manager; what do you think?

Most company executives decide to spend money on training because it is popular, especially when economic times are good. There is a view that it is “good” and it is also something that responsible leaders are supposed to do to prepare for the future. However, just spending money on training isn’t the only answer.

Training alone will not produce the kind of results that training combined with coaching and mentoring can produce. Training can increase specific skill sets but education, coaching and mentoring is necessary for complete employee development which incorporates leadership into the equation.

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Adult Learning

30 THINGS WE KNOW FOR SURE ABOUT ADULT LEARNING

By Ron and Susan Zemke

A variety of sources provides us with a body of fairly reliable knowledge about adult learning. This knowledge might be divided into three basic divisions: things we know about adult learners and their motivation, things we know about designing curriculum for adults, and things we know about working with adults in the classroom.

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