10 Quick Tips For Using Flip Charts
March 11, 2010 by Gail
Filed under Call Center Training
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
March 8, 2010 by Gail
Filed under Call Center Training
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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What is a Trainer? What is a Facilitator?
March 6, 2009 by Admin
Filed under Call Center Training
By Guila Muir
Recently, I’ve noticed that some corporations call their trainers “facilitators.” I can only assume this is meant to be shorthand for “facilitator of learning.” However, is “facilitator” really an appropriate term when the “facilitator” uses only lecture and Power Point? Are facilitating a strategic planning session and teaching someone how to do that really the same thing?
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How To Create A Powerful First Impression
March 6, 2009 by Admin
Filed under Call Center Training
By Mic Farris
You’ve heard it a hundred (if not a thousand) times: You never get a second chance to make a first impression.
Yeah, yeah, yeah… So, is this going to be another one of those articles?
Well, no, but I’ll have to admit, there is truth about the whole first impression thing…
It turns out, psychologically, that peoples’ impressions of things – people, food, whatever – are truly most influenced by their first exposure to them. These first exposures set the initial state by which we compare any future exposures.
So, while first impressions can be overcome, they are very important since they carry the most weight.
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