Trainer Development Workshop | ICMI
Empowering contact center excellence for 30 years!

Trainer Development Workshop

Delivery Method



Symposium (Classroom)
In-person, multi-day training.

November 17-18
San Diego


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Client Site Training
Bring this course to your facility.


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In two days, this course will help experienced and new trainers uncover attitudes, techniques, and tools that make training more effective and that will develop their training skills and refresh their abilities.

Contact Centers often use supervisors or subject-matter experts in the training role. This allows them to bring their wealth of experience into developing others, but effective training is a skill that includes more than just knowing the material and being able to speak to groups. Participants will leave the course with a solid understanding of what makes for good training as well as a whole new host of training activities and trainer tips and tricks that they can immediately use to make their training more effective.

Who should attend
  • New or experienced Trainers
  • Supervisors with training responsibilities
  • Training Managers
What you will learn
  • The basic principles of how adults learn
  • A process for determining if training is the best solution
  • A simple design model for creating training or modifying existing materials
  • What really works in training and has been proven by research  versus many popular learning myths
  • Best practices for before, during, and after delivering training
  • Techniques for engaging participants, making them better able to absorb and remember the material.  
  • Tactics and tips for managing classroom behavior
  • How to evaluate the effectiveness of your training
  • A strategy for linking training to workplace performance
  • Many, many activities to easily incorporate into your own training and make it more effective
Get started

List Price: $1,895

Course Duration: 2 Days

This is a 2 day instructor-led course delivered by ICMI Certified Associates. If you have questions about which course is right for you, an ICMI Account Manager is available to help. Complete the Request Information to speak with your Account Manager.

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Course Outline

Module 1 How Adults Learn

  • The six factors that influence adult learning and how they can be used

Module 2 Assessing Needs and Designing Training

  • How to process a request for training to determine whether training is the best solution.
  • The two vital principles that trainers must keep in mind at all times
  • The 4 Cs approach to designing effective training quickly.

Module 3 What Works in Training

  • Research-proven techniques that make training work
  • Popular learning myths that are not backed up by research

Module 4 Trainer Best Practices

  • 14 best practices for delivering effective training, including things to do before and after the training session.

Module 5 Engaging the Elephant

  • Techniques the trainer and designer can incorporate into training to make it easier for participants to be engaged and pay attention to the material.
  • Using story-telling, visuals, surprise, curiosity, and social tendencies to make training more effective.

Module 6 Classroom Management

  • The skills involved in effective classroom management
  • Approaches that help with classroom environment
  • How to read the audience
  • Strategies for handling mild disruptions
  • Strategies for handling persistent disruptions
  • Trainer behaviors that cause issues

Module 7 Evaluating Training

  • Kirkpatrick’s 4 levels of training evaluation
  • Performance-focused smile sheets
  • A plan and recommendations for evaluating training

Module 8 Linking Training to Performance

  • Key leverage points in training to performance
  • A plan for transitioning from training to production

Does your contact center have a policy regarding allowing agents who wish to apply for internal company positions outside the contact center?

No, we don’t have a formal policy
Yes, agents must work in the contact center for at least 1 year before applying for other positions
Yes, agents must work in the contact center for at least 6 months before applying for other positions
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