Good Trainer

A good trainer is key to a great training experience. While the training needs may differ depending on the domain, a good trainer provides essentially the following:

A well-defined course outline The course structure should be well defined. With the specific details given, it is easy to convey the meaning of any such training. It should be topical and updated The course should be specific to the topic being covered and should blend with the current scenario. It should carry all the updated facts and information. A complete schedule of the training The training schedule should be defined as a stepwise process. The timelines of the training schedule should be adhered to. The completion of each training module should be followed by formal or informal assessment. Simplicity in the training material- Presentation, Takeaways, Workbook, Handouts The training should be well supplemented by presentations, takeaways and workbook exercises. Specific topics in the presentation may be dealt with at a deeper level in the handout, takeaway or workbook. Provide simple and relevant examples A trainer should present simple and relevant examples to enhance the topic.

Besides all this, a trainer needs to understand the presentations, should be aware of the contents of the workbooks and takeaways, keep on updating knowledge in order to provide better communication, keep an eye on the body language of the students and should be able to follow time management. However, the most important aspect of good training is continuous and rigorous practice.

1) Attendance: Puts in the extra hours without hesitation when the work
demands are such. Is uncomfortable when he/she has to ask for leave. Constantly strives to maintain 100 % attendance. Is a role model for others to follow.

2) Adaptability and Flexibility:

Constantly strives to improve processes and systems. Is ever ready to put in the extra hours when the work demands it. Is willing to adapt to the requirements of the work force and the organization. Uses the training time and skills effectively and optimizes the time for CSR and self. Is always willing to take on additional responsibilities and enjoy newer responsibilities. Is highly capable of performing a wide variety of assignments within the scope of his/her job duties.

3) Communication: The Trainer always communicates clearly and effectively

in writing and orally. Displays a very quick grasp of the significance of information communicated and always initiates and responds to communications in an appropriate, timely and comprehensive manner. Makes employees understand even the most complex information by simplifying the information. The reports generated are succinct and accurate. Delivers product information and any other training without ambiguity. 4) Training Skills: The trainers presentation skills are captivating. He/she explains content clearly and makes the presentation sound interesting. The trainer is able to hold the attention of the class and the participants look forward to attending the classes. Exudes personal confidence while interacting with participants. Understands the requirements and demands on the production floor and tunes the content and delivery style accordingly. Uses adult learning principles in the classroom. Treats participants with equality and respect. Ensures that maximum number of people are trained and goes that extra mile to use idle time on the floor in a effective manner. Uses the training forum as a place to develop and groom individuals for higher levels of function in the organization. Conducts gap analysis and creates training plans to bridge the gaps. 5) Documentation Skills: The reports and documents created by the Trainer set standards for others to follow. He/she is able to see patterns in data and is able to extrapolate and suggest corrective/preventive measures on various aspects. Observes the processes closely and is able to document all of them. Has a talent for documenting problem resolution processes. Ensures the training performance evaluation is documented and also given as a input to people in operations to take corrective measures.

6) Leadership and Team building: Consistently inspires, motivates and guides

others. Fosters commitment, pride and trust. Contributes by providing feedback to

participants and also removes obstacles to performance. Demonstrates ability to assess own strengths, weaknesses and its impact on others. Does not hesitate to demonstrate authority and makes a positive professional presence in all forums. Recognizes and effectively balances the interests and needs of one's functions with those of the broader organization. Demonstrates corporate responsibility for others to follow.

7) Interpersonal Skills: Shows consistently high level of interpersonal skills in

dealing with others. Does not get involved in unnecessary or trivial disputes and misunderstandings. The employee has good working relationships with peers, supervisors, customers and clients. Relates to people in an open, friendly and accepting manner. Shows sincere interest in others and their concerns. Initiates and develops equitable relationships with others as a key priority. Develops give and take relationships with others and highly capable of collaborating across boundaries for all work related matters. 8) Customer Orientation: Fully understands and appreciates the SLAs of the organization and constantly strives to excel them. Anticipates customer's needs and actively seeks customer inputs to increase effectiveness of performance. Creates and sustains a culture encouraging high customer service. Enables others to acquire skills they need to provide effective service. Goes that extra mile to exceed customer expectations by taking initiative and adapting to any customer requirements. Generates new ideas, insights and solutions and also fosters creative thinking and innovation in others. 9) Job Knowledge: Has a thorough knowledge of the software used for monitoring calls. Displays a consistently high level of job knowledge that exceeds requirements. The trainer is able to complete all the normal tasks of the job, as well as unusual and difficult tasks independently. The trainer is consulted by others often and is recognized and trusted for his/her job knowledge. The employee inspires and guides others to acquire new knowledge and realize the importance of job knowledge. 10) Productivity: Trains the employees effectively and takes all steps to exceed productivity expectations on the floor. Exhibits sustained concentration and endurance throughout work timings. Does not show fatigue or restlessness on the floor. Allocates one's own time efficiently. Is capable of handling multiple demands and competing priorities. 11) Quality Concern: The employee is fully aware and knowledgeable about the client's products and services and he/she consistently exceeds the requirements. Lays emphasis on the need to deliver quality customer service by the CSR. Defines standards and evaluates processes against those standards.