Date Published: June 07, 2011 - Last Updated 5 Years, 106 Days, 15 Hours, 11 Minutes ago
Assuming training is the right solution; the trainer should have a clear understanding of what the overall need/problem to be addressed is and develop training objectives that match that. Participants must know what to expect from the course. They must be clear on the overall objective of the program. For example if the program is designed to be a refresher for representatives on how to navigate a key desktop application, it is important to indicate whether the class will be taught at an advanced, intermediate or introductory level. If the class is on customer service skills/soft skills, what new behaviors should participants be able to demonstrate as a result of the training?
In addition, it is critical that the trainer (whether internal or external) know as much as possible about their audience. Some questions that will enable that understanding include, but are not limited to: