| Training Strategies
|
Configuring a Training Solution:
Example: Using your current resources, you can focus the training for a specific agent or groups of agents that require support in that specific area. Rather than putting the agent(s) through an entire training program that may touch upon areas that they are already proficient in, you can maximize the time used and dollars allocated to help agents become more competent in the areas where the assessment has indicated that they ‘’need improvement”.
Steps to consider
- Assess how many areas require training
- Determine what existing training would be appropriate for the identified areas
- Determine the time required to complete the training for each area
- Focus on one training item per session.
- Each session should consist of: defining the problem area
- Allow for a discussion regarding the impact of improving that area on the candidate’s performance.
- Allow for a discussion of the tactics / strategies that have been proven to strengthen the identified area.
- Have an exercise to facilitate the practice of the discussed tactics/strategies.
- Provide a review of the training and proposed follow up date to discuss how the training has been implemented in the field and if it has been beneficial.
|
