What Do Trainers Do When They are Not Training?

In the new corporate environments where everyone wears more than one hat, trainers are often responsible for a myriad of duties beyond just facilitating new training classes. Their job is often that of Maintenance, IT Guru, Subject Matter Expert, Coach, Instructional designer, and Copy Clerk. There is an incredible amount of work that has to happen for a training event to occur. Let's look a little closer at the process.

Training starts with a new tool/ new behavior or a new policy. The training team is brought in at the development stage to work as a subject matter expert. They may be asked to do a Needs Analysis to identify what skills or behaviors will need to be learned or changed. They may also be engaged in the instructional design, so they need to see the project from the ground up. Training is called upon to represent what they think the client responses or questions may be and help the developers prepare to answer those questions.

Once the focus of the training has been identified the trainer will often be involved in the creation of the training materials. This can consist of everything in the instructional design process, from screen shots to learning activities, to knowledge checks. As the training guides are created the trainer serves as guinea pig for the materials, editor, and system tester to see if the material validates the learning. One the materials are complete the training team is often responsible for printing, collating, binding and distributing the materials for use. They are also responsible for long term maintenance of the materials, constantly updating any changes in the process.

The training team then steps into the role of liaison between departments. They discuss calendars, launch dates, business demands and space availability to help determine opportune training schedules. They often take on the role of communication and are responsible for any hoopla that is created around the training initiative.

The trainer is then in charge of preparing themselves and the training room for the training event. They must attend Train the Trainers to make sure that they know how to deliver the material. They must take notes and practice their facilitation skills on anything that they may have difficulty with. The trainer will prepare the room, making sure all the systems work, testing any projectors, sound systems, computers or lights that might be needed.

If the training event is a new computer tool or program the trainer tests access and response times in the training databank and confirms that the students will be able to log into the system and that the system mimics what will happen in the live data base.

If the training involves change management or behavioral skills, the trainer must be able to provide reasons for buy in and examples of successful implementation of the skill. In change management situations the trainer is often called on to act as proponent, counselor and communication liaison. The trainer is often the voice of the client as well as that of the agent.

Once the training event is complete the trainer steps into role of coach or observer and goes back into Needs Analysis to assess the effectiveness of the training event, close skill gaps and provide additional support to the trainees as they practice new skills or behaviors.

Trainers are often considered the point of contact to verify and validate information and are expected to be current on any changes, deals, policies or information in the daily interactions of their clients.

The training team is an integral part in the ongoing growth and development of a company and it takes flexibility, intelligence, personality and the ability to plan, multitask and deliver. They are expected to stay current in training practices, build their own skills and apply new training techniques into their presentations. As the world of training evolves to include e-learning, Web CT and blended learning the trainer must be able to adjust and provide value services in an ever demanding Call Center environment.

If you are interest in leadership theory and practices then you need to visit: http://www.righttolead.com. Carole Sue Jones Pouncey is a contributing writer and thinker for our organization. In addition, as a leader you may be interested in http://www.myleadershipsuccess.com. For more Training information visit http://www.trainercorner.com.

---

Why Is Teamwork Training Important?

"When teamwork kicks in, nobody can beat you." Don Shula,... Read More

Creating a Winning Staff Team

As a business owner, I've had staff come and go... Read More

Employee and Coworkers Gifts

Giving gifts to your co-workers or your employees can be... Read More

Top 7 Ways to Motivate Your Team

1. Involve them. Many employees want to be involved in... Read More

Motivation - The Benefits of Spending Time with Your Team

Benefit 1 - You get to understand them betterAlmost everyone... Read More

Leading To A Preferred Future

Last month's edition of Footprints and Monuments illustrated a parallel... Read More

Virtual Team Work

At a time when many companies are scaling down their... Read More

Recruiting Government Workers As Franchisees

Many believe a leaner government promotes better freedoms with respect... Read More

Why It Pays to Out More Humor in the Workplace

1. Humor reduces stress levels and stress is the number... Read More

Effective Team Building for Stronger Teams

TEAM LEADERS WORKSHOPAlice asked Cheshire cat "which road should I... Read More

Go On, Be A Tiger

From the moment he putted with Bob Hope on the... Read More

Seven Keys to More Effectively Leading Teams

Maybe you find yourself in a new team environment and... Read More

Proactive High Performance Teamwork

Proactive High Performance Teamwork is made up of nine proactive... Read More

4 Tips for Keeping a Team Motivated

Companies often have incentives for reps, but sometimes that isn't... Read More

How To Help A Sick Team Become Healthy

Team Building Question:A team is full of animosity, pretended interpersonal... Read More

Hand Out Warm Glows

Do you remember how you felt after your last interaction... Read More

Effective Brainstorming

Most managers simply herd some people in a room with... Read More

Motivation - Dont Make Your Team Uncomfortable

The people in your team may feel a bit uncomfortable... Read More

Working with Difficult People: 3 Questions to Help You Turn Your Tormentors into Teachers

The Dance of ConflictWhen faced with the prospect of meeting... Read More

Teamwork in the Workplace: A Definition

A tight knit team is a group of competent individuals... Read More

WIIFM - Making the Whats In It for Me? Question Work for You

In the constantly changing world of Call Centers, asking agents... Read More

Joy and Laughter in the Workplace: Lessons From the Land of OZ

Turbulent TwistersYou've read about it in the headlines and experienced... Read More

Whats Your REAL problem??

When was the last time you spent excessive time and... Read More

Collaboration Software - Building an Office Without Walls

The rise of the internet has given businesses a new... Read More

Aligning Corporate Teams

Picture yourself entering a corporate meeting, team meeting, or business... Read More

How to be Healthier and Happier In Your Organisation

Did you know your work environment can actually make you... Read More

Raising Issues In Your Group or Offline

In a recent group coaching session, a client mentioned that... Read More

12 Tips and Reminders for Team Members To Enjoy Their Team Experiences More

12 Tips and Reminders for Team Members To Enjoy Their... Read More

Whats the Secret Ingredient That Turns Groups into Teams?

What's the Secret Ingredient That Turns Groups into Teams? Working... Read More

Motivate People with Feedback

Someone once said - "Feedback is the breakfast of champions."... Read More

Downsizing Your Team

Team Building Question:Our office has recently learned that about 20... Read More

Winning Teams on the Football Field and in the Office

Teams, teams, teams. They're all the rage these days. Whether... Read More

People Are The Heart Of Your Organization

Do you let your people express their thoughts about the... Read More