The Three Methods of Learning
July 3, 2010 by Gail
Filed under Call Center Training
The Three Methods of Learning by Craig Twombly
While speaking with a client recently, I was asked to help train her leadership team on how to coach employees. Once we discussed what the needs were, the client asked, “Can we do it in two hours?” The answer to the question is fairly vague – yes and no.
There are several factors to consider when training and one is the knowledge base of the audience and the other is the retention rate you wish to gain.
While some training only needs engagement of the audience, others will only need knowledge transfer. The most important question I will often ask is, “How much do you want the group to execute on?” Each one requires a specific amount of time and will determine if time will allow.
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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Training You Have To “Walk the Walk”
March 3, 2010 by Gail
Filed under Call Center Training, Employee Motivation
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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The Training Room’s Featured Article for May
March 6, 2009 by Admin
Filed under Call Center Training
If You Want to Learn—Get Your Body Moving
Guila Muir
Anyone who jogs regularly will tell you that they feel sharper both emotionally and mentally after a run. But did you know that when you exercise, you are also pumping up your ability to learn, think creatively, and perform better in intellectually demanding situations?
According to a fascinating new book, “Spark: The Revolutionary New Science of Exercise and the Brain” (John R. Ratey & Eric Hagerman, Little, Brown and Company, 2008), the science is in. Not only can exercise work at least as well as antidepressants to improve moods, it improves our ability to learn.
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Five Tips to Present Like a Pro
March 6, 2009 by Admin
Filed under Call Center Training
How to Rise Above the Crowd
Guila Muir
Over the last five years, I’ve noticed a dramatic change in the field of presentation skills. Increasingly, experts support the idea that being a “good enough” speaker is no longer “good enough.” Mere competency as a speaker is no longer enough to sell your ideas, bring communities together, or move clients to action.
What are the reasons for this change? I believe it results from a unique confluence between popular and business cultures. The private sphere has become more public, reality shows rule, PowerPoint is the norm, and the idea of individual “performance” is key. Whatever the reasons, the expectations of ordinary audiences have risen. It’s no longer good enough to be good enough.
How can presenters overcome these new challenges?
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The Power of the HOOK
March 6, 2009 by Admin
Filed under Call Center Training
What is a Hook?
In the literature on learning and presenting, hooks have many names. These include “opening gambits,” “advance organizers”, “ideational scaffolding” and “motivational sets.” (Weissman, 2003, Shulman, 1986, Bruning, 1995.) A hook is “an umbrella statement, activity or question that provides a conceptual link between the learner’s existing knowledge and the new learning.” (Ausubel, 1968.) By using a hook, the trainer or presenter gives participants the opportunity to use their brains immediately-and when their brains are engaged, so are they.
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Role of the Trainer – Engagement
March 6, 2009 by Admin
Filed under Call Center Training
Trainers can achieve engagement in many ways, from encouraging participation to sharing personal experiences and interactive activities. How the trainer encourages engagement is very important, but we can’t lose sight of the value this type of engagement brings to each training intervention.
First, highly engaged participants will have higher levels of retention. It’s easy to impart knowledge to a group of participants in a factual, or even dry, way. Some adults do retain facts and trivia, but many do not. Using engaging techniques during training will create an intellectual anchor to the material being learned. When participants go back to the job and must use the information they’ve gained, that mental anchor will kick in because of the activity surrounding it.
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Present Without Fear – PRACTICE
March 6, 2009 by Admin
Filed under Call Center Training
By Drew Stevens
Public speaking is one of the largest fears that people face. Whether a toast at a wedding or as business meeting facilitator- public speaking can be a nuisance. Some balk at embarrassment while others fear hesitating. Even for the most learned or the professional speaker, public speaking is difficult.
Overcoming fear is similar to athletic competition- one must practice before competition. Research with hundreds of clients shows that when individuals practice speaking they become confident and unrestrained. Presentations are not as difficult as they seem; they require structure and framework. Get help with your next presentation with PRACTICE©.
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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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