Supportive Training Environment

1. Supportive Training Environment

2. Supportive Training Environment • Training Objective: • This module is designed to provide assistance and suggestions to Interviewing Center Trainers in developing and maintaining a classroom structure that relaxes Trainees, respects their background and knowledge and encourages learning.

3. Supportive Training Environment • What do we mean when we say Interviewer training should be provided in a supportive environment?

4. Supportive Training Environment • A supportive environment is an atmosphere, a setting and an image that encourages and maximizes the training of concepts, procedures and applications on the job.

5. Supportive Training Environment • Why is a supportive environment crucial to successful training?

6. Supportive Training Environment • Imagine all the thoughts and feelings new Interviewers are experiencing……

7. Supportive Training Environment • Newbies are: • Confused by all the new input…. • Fearful of the unknown…. • Uncertain of their ability to do the new job…. • Adults who bring prior knowledge, attitudes and expectations to the job.

8. Supportive Training Environment • Training is the first opportunity the company has to determine if a new hire can perform the job.

9. Supportive Training Environment • The Trainee gets to see if he/she can both do the job and feel comfortable and confident in performing the job duties.

10. Supportive Training Environment Support Helps To: • Reduce drop-outs overcome by the first week • Rid Trainees of prior ineffective habits • Send the Interviewer to the “floor” in the most prepared state….

11. Supportive Training Environment • The training environment must allay fears, enhance skills and instill the discipline of research.

12. Supportive Training Environment • Only a supportive training environment can accomplish this.

13. Supportive Training Environment • What are the components of a supportive training environment?

14. Supportive Training Environment • Components are: • Ample Time • Physical Setting • Trainer’s Profile • Flexibility of Approach • Trial and Error Period / Practice • Transition to Live

15. Supportive Training Environment • Ample Time • Training time on various survey projects may vary, but every project deserves some training time. • Don’t use the sink or swim method: “Here, read this, then start calling.” More will sink than swim.

16. Supportive Training Environment • Ample Time • Regardless of the type of research your company does, provide some basic introductory training to all new hires. • You may think you can’t afford the time to train, but you ‘pay’ later on with higher turnover, lower quality, higher refusals, more dials, and redos.

17. Supportive Training Environment • Include: • Overcoming refusals and objections • Avoiding biasing and leading • Reading verbatim • Probing and clarifying • Establishing rapport • Value of market research

18. Supportive Training Environment • Physical Setting • Have a physical space just for training, no matter how small. • Keep it private, quiet and free from distractions.

19. Supportive Training Environment • Physical Setting • Provide good lighting, comfortable chairs and a good flow of fresh air. • Colorful posters, pictures and company information brighten the space and make it interesting.

20. Supportive Training Environment • Physical Setting • A state of readiness before class begins projects an image of professionalism.

21. Supportive Training Environment • Physical Setting • Have all materials ready to go: • Have all copies made, and make sure the copies are clear and straight. • Have all equipment tested, turned on and ready to go. • Have all demonstration tapes and PC presentation modules queued up and ready to go.

22. Supportive Training Environment • Trainer’s Profile: • The Trainer should smile often, make eye contact and greet everyone daily. • It helps to move around during instruction; take different positions around the room.

23. Supportive Training Environment • Trainer’s Profile: • Don’t tower over Trainees, Try to be at their physical level when doing any one-on-one instruction. • Keep that energy level high. If the Trainer sounds / looks bored, Trainees will lose interest.

24. Supportive Training Environment • Trainer’s Profile: • Establish authority quickly to keep class on track, but allow some detours when points are valid or needed.

25. Supportive Training Environment • Trainer’s Profile: • Tell interrupters you will discuss a topic further at the next break. • Talk to disrupters privately about the activities they must stop.

26. Supportive Training Environment • Trainer’s Profile: • Remind the class there is a lot to cover and there won’t be time for everything they want to discuss. • Let them know the points you are trying to cover will help make their job easier later on.

27. Supportive Training Environment • Flexibility of Approach: • Determine the training needs and individual concerns of each person through lots of interaction early on in the class.

28. Supportive Training Environment • Flexibility of Approach: • How much do they know? • What do they need to unlearn? • What concepts / procedures worry them?

29. Supportive Training Environment • Flexibility of Approach: • Determine the training needs and individual concerns of each person through lots of interaction early on in the class.

30. Supportive Training Environment • Flexibility of Approach: • Based on what the Trainer learns, how does the training approach need to be modified? • What can be deleted?

31. Supportive Training Environment • Flexibility of Approach: • Who can give extra help (faster Trainees helping slower members)? • What is the best teaching style according to the majority learning style?

32. Supportive Training Environment • Flexibility of Approach: • Will a group approach or individual approach work best? • Are tests, contests, exercises and self-directed learning necessary?

33. Supportive Training Environment • Trial and Error Period / Practice: • Training should include a statement / frequent reminders that:

34. Supportive Training Environment • Trial and Error Period / Practice: • There are no stupid questions. Trainees should never be afraid to ask questions. • It’s okay to make mistakes; that’s what the classroom’s for.

35. Supportive Training Environment • Trial and Error Period / Practice: • Training should include a statement / frequent reminder that this is the place to ask as many questions as need be in order to feel comfortable with what you are learning.

36. Supportive Training Environment • Trial and Error Period / Practice: • Trainees are encouraged to ask for help. Allow opportunities to ask for help privately (and give it privately).

37. Supportive Training Environment • Trial and Error Period / Practice: • Make time for practice and practical application. • Make it private if correction or instruction will be given.

38. Supportive Training Environment • Trial and Error Period / Practice: • Let Trainees come in early / stay after class to practice. • Pair up Trainees to help each other practice.

39. Supportive Training Environment • General Supportive Tips: • Never berate or criticize a Trainee in front of the class. • Give lots of praise, encouragement and feedback. Open En- Courage Ener-getic Praise Smile Access-ible Feed-back Atten-tive Say Hello

40. Supportive Training Environment • General Supportive Tips: • Don’t play favorites or ignore quiet or unpleasant Trainees. • Be open to suggestions and feedback from Trainees. • Be attentive to non-verbal messages on how training is receive, too.

41. Supportive Training Environment • Transition to Live: • Introduce Trainees to supervisors and other managers on the floor.

42. Supportive Training Environment • Transition to Live: • Show Trainees the “ropes” – where everything is located on the floor and what to do there.

43. Supportive Training Environment • Transition to Live: • Assign the Trainees to specific nurturing supervisors / monitors / sections.

44. Supportive Training Environment • Transition to Live: • Assign a buddy or mentor the first few days - a senior Interviewer.

45. Supportive Training Environment • Transition to Live: • Debrief Trainees after each shift of calling the first few days; let them vent; let them celebrate success.