Part 1 - Design
Workbook
The knowledge, attitudes, skills and habits
required to be a high quality trainer
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Section One
Major Considerations Before
Any Design Or Delivery
7. Blockages To Learning
8. Learning Styles
10. Recall
Tool 1 -The Trainer’s Skills – Inventory (1)
Like any assessment, it only works if you are genuinely honest about
yourself – and why not be? Nobody else need see it but you’ll find it
useful in revealing where your strengths and weaknesses lie.
When you’ve done that, think carefully about each question and mark
yourself on the scale between 1 and 5 (where 1 equals Weakness and 5
equals Strength) according to how well you think you perform in that
area.
Section 1 Assessment
3. Preparing a ‘storyline’ 1 2 3 4 5
4. Being concise 1 2 3 4 5
Identify which are your strong and which are your weak areas, and
start planning for your development using Tools 2 and 3.
Tool 2 - The Trainer’s Skills – Inventory – Action Plan
Part 2:
Part 3:
Part 4:
Part 5:
Tool 3 - The Trainer’s Skills – Inventory - Areas To Be
Improved
Target date:
2.
Target date:
3.
Target date:
4.
Target date:
5.
Target date:
6.
Target date:
What Benefits Will Come From The Customer Focussed Sales
Skills Course:
For Customers
For You?
•
Identifying Your Learning Preferences
There is no time limit to his questionnaire, it will probably take you 10-15
minutes. The accuracy of the results depends on how honest you can be.
There are no right or wrong answers. If you agree more than you disagree
with a statement put a tick by it (√). If you disagree more than you agree, put
a cross by it (x). Be sure to mark each item with either a tick or a cross.
1. I have strong beliefs about what is right and wrong, good and
bad.
7. I like the sort of work where I have time for thorough preparation
and implementation.
17. I’m attracted more to novel, unusual ideas than to practical one
ones.
18. I don’t like disorganised things and prefer to fit things into a
coherent pattern.
19. I accept and stick to laid down procedures and policies as long
as I regard them as an efficient way of getting the job done.
30. Flippant people who don’t take things seriously enough usually
irritate me.
46. I prefer to stand back from a situation and consider all the
perspectives.
49. I can often see better, more practical ways to get things done.
51. I believe that rational, logical thinking should win the day.
52. I tend to discuss specific things with people rather than
engaging in social discussion.
62. In discussions I’m more likely to adopt a ‘low profile’ than to take
the lead and do most of the talking.
70. I don’t mind hurting people’s feelings so long as the job gets
done.
71. I find the formality of having specific objectives and plans
stifling.
72. I’m usually one of the people who puts life into a party.
You score one point for each item you ticked (√). There are no points for
items you crossed (x).
2 7 1 5
4 13 3 9
6 15 8 11
10 16 12 19
17 25 14 21
23 28 18 27
24 29 20 35
32 31 22 37
34 33 26 44
38 36 30 49
40 39 42 50
43 41 47 53
45 46 51 54
48 52 57 56
58 55 61 59
64 60 63 65
71 62 68 69
72 66 75 70
74 67 77 73
79 76 78 80
Totals
General Norms
0 10 20 30 40 50 60 70 80 90 100
Never Always
A. Often
B. Sometimes
Memory Exercise
•
Customer Focussed Sales Skills Course – Transferring Learning
Into The Workplace
•
Customer Focussed Sales Skills Course – Building Trusting
Relationships With Learners And Line Managers
Learners
Line Managers
•
Section Three
Design Of
The Training Session
1. Background
2. Your Goal
Conditions:
Standards:
Conditions:
Standards:
Conditions:
Standards:
Continued….
Tool X - Behavioural Objectives Planning Sheet – Course
Objectives (2)
Conditions:
Standards:
Conditions:
Standards:
Conditions:
Standards:
Tool X - Behavioural Objectives Planning Sheet – Session
Objectives (1)
Conditions:
Standards:
Conditions:
Standards:
Conditions:
Standards:
Continued….
Tool X - Behavioural Objectives Planning Sheet – Session
Objectives (2)
Conditions:
Standards:
Conditions:
Standards:
Conditions:
Standards:
Tool X - Learning Points Planning Sheet (1)
1
2
3
4
5
6
7
1
2
3
4
5
6
7
1
2
3
4
5
6
7
Continued…..
Tool X - Learning Points Planning Sheet (2)
1
2
3
4
5
6
7
1
2
3
4
5
6
7
1
2
3
4
5
6
7
Continued…..
Knowledge / Age / Sex /
Key Listeners Interest Attitude Learning Style
Capability Level etc.
1.
2.
Customer Focussed Sales Skills
3.
Composite
Audience
Tool X – Audience Analysis Summary
Indicated
Approach
Section Four
Building
The Content
1. Creative Development Of Your Ideas
This exercise gives you practice in planning the time needed for parts
of a session of course.
Please decide how much time to allocate to each activity, put them into
what you feel is the correct order, and explain why.
Make any reasonable assumptions you wish, such as the kind of work
these managers do and the organisation culture, and add any activities
you feel are essential. You can delete certain activities if you wish, but
please explain why.
N.B. This suggested answer is one solution only; it is not definitive. You
or your colleagues may have a different but equally good answer,
especially if it reflects the culture or needs of your part of the company.
Time management
12.30 Lunch 60
Now that you are fully aware of how to get the balance right in your training
sessions, let’s try out your skill with a balance exercise.
On the following pages you will see details of a Presentation Skills Course
which is partly designed. This is in Tool X – Balance Exercise.
Your task is to rearrange the order of activities to give a good balance and
meet the objectives/outcomes.
Once you have completed the exercise, we can then compare it with the
comments and advice in Tool X – Balance Exercise Comment And Advice.
This is good practice. Remember that the essence of good balance is to have
variety in your training sessions. In this way, you will maintain the learners’
interest and appeal to the various learning styles within the group of learners.
Tool X - Balance Exercise (1)
Please rearrange the order of activities, to give a good balance and meet
the objectives/outcomes. You will probably also need to adjust the
timings.
Presentation skills
This course is aimed at staff who are likely to make presentations within
the organisation, and to outside clients.
Objectives
By the end of the two-day course, the participants will be able to:
• present ideas, proposals and recommendations clearly within the
company and to clients, on company or client's premises
• illustrate their presentations with relevant visual aids
• answer questions from the audience clearly, briefly and accurately
• `sell' themselves effectively, and leave a lasting impression on others.
Day one
9.00 Welcome and introductions: fire Input
procedure, accident and so on
9.20 Objectives: personal objectives for Plenary
course, on flipchart
10.00 `Who are you?': ice-breaker exercise Exercise
10.30 Key features of a good presentation: list Exercise
on flipchart
11.00 Tea/Coffee
Tool X - Balance Exercise (2)
12.45 Lunch
1.00 Lunch
2.00 Individual presentations: presentations, Group
with structured feedback from tutor and
other participants
4.45 Review Group
The situation shown here is very common. The trainer has worked hard
to think about what to include in the course to give participants plenty
of information and skills, but has not yet thought about the need for
variety and balance in the design.
•
How Will Your Wife Afford the Expenditure Without Your Income?
From carrying out a factfind, you establish that the customer has a substantial
life cover shortfall and you recommend a protection policy for x KRW at a
premium of x KRW per month. You get the classic objection – “I can’t afford it”
– but the financial summary shows that surplus income is available. How do
you get the message across?
Take a blank piece of paper and write ‘Monthly premium for life cover is x
KRW’.
Leisure
Travel
Phone
Electricity
Food
INCOME EXPENDITURE
Remind the customer that he says he cannot afford x KRW per month at
present for life cover.
1. Please select from the list below what would have the biggest impact
on your life.
Long ter m
Other illness
Early Retirement
demise
Critical
illness
2. Please identify the area over which you have the least control.
Many people put off retirement planning in the belief that they have
plenty of time before retirement. They will probably get round to it one
of these days!
If you are paid monthly and hope to retire at age 60, then you only have:
AT AG E 30 360 PAY DAYS TO RETIREMENT
The work
Q - When will clients do the most hours
spending? Working
day leisure
A - At leisure
hours
sleep
hours
This sales aid sets out to remind the male customer that expenditure will
continue for his wife after his death. In some ways, it may even increase as
the widow may need to pay for help to look after the children.
A monthly premium for life cover on the life of the husband will remove the
uncertainty of how the wife is going to be able to pay for the continuing
expenditure.
The monthly premium for life cover will give peace of mind.
The intention of this sales aid is to get the customer to focus on areas which
are outwith his/her control. There are some events which we may be able to
control – for example, we may be able to pay more money into our retirement
plan. But there are some events over which we have little or no control:
¾ Critical illnesses
¾ Early demise
We need to consider these and what impact such events would have on our
life and the lives of our spouse and family.
The customer may not be able to address all the events at one time but at
least addressing some of them will bring some peace of mind to the
customer, their spouse and their family.
We cannot prevent most health and life threatening events but we can at
least do something to bring financial peace of mind to ourselves, our
spouse and our family in the event of any of these happening.
How Many Pay Days To Retirement?
When we are younger, we do not notice the time passing by. We have so
many things to think about – our jobs, our relationships, our families.
But time does pass by quickly and we cannot do anything about it.
Sometimes, before we realise it, retirement is not too far ahead.
But to enjoy your retirement, you have to fund the retirement period when you
are still working. The majority of people will not be able to work during their
retirement period, so they have to rely on the fund they have built up during
their working life.
This sales aid helps customers to focus on the urgent need to plan ahead for
retirement. If the customer is paid monthly, then we relate the number of
potential payments he/she can make to their retirement fund to the number of
paydays left. For some people, it will not be many.
Time passes quickly. The comfort and leisure we will have in retirement
is related to how much we put into our retirement fund while we are still
working. Any delay could have unfortunate effects.
Paying For Leisure
When customers are working, most will have an income that enables them to
enjoy some kind of leisure, whatever that may be. During our working life, the
leisure period is reduced, of course, by the number of hours we work.
When we retire, however, we will have lots more leisure time – at least twice
the amount we had when we were working. How can we enjoy this extra
leisure time if we don’t have enough income to pay for it?
So, this sales aid can be used to reinforce this message. If the customer
enjoys leisure time, then surely he/she will want to ensure that their leisure
time in retirement is equally enjoyable.
Twice the leisure time in retirement means twice the spending time.
More income will be required if we want to enjoy our leisure time.
Section Five
Pre – Delivery
1. Refining And Practising