Certified Train the Trainer

22-04-2024 - 26-04-2024 4200 كوالا لمبور

 

Course Introduction:

 

This is not a typical train the trainer program as aside from teaching participants to be great trainers by learning how to conduct training at a high energy level with powerful results. It uses creative training techniques which provide you an opportunity to practices what you have learned and perfect that in “mock up” sessions before going into real practice. It comes with on-the-job assignment.

 

This program is designed for immediately be able to make significant transformations as a Trainer. It would be also be a very good foundation for anyone who had certain expertise but no prior training experience.

 

Highly practical and intensive, the program has with practical class assignments and on-the-job assignment for certification purposes.

 

Participants will have hands-on experience in design and delivery the program identified by organization. Finally there are certified using the SWAY model for the presentation performed by individual.

 

 

Course Objectives:

 

By the end of this workshop, you should be able to:

·         Outline  a TNA framework

·         Select appropriate methods to carry out a TNA

·         Learn the learning cycle and the importance of setting out learning / training objectives using a MAPING TOOLS.

·         Identify the suitable training methods to the learning needs.

·         Select the appropriate training aids relevant to the subject proper

·         Apply the ISD Model and ADDIE 9 stage model for effective designing training programs

·         Learn the various techniques to make training entertaining and how to build the entertaining elements into it.

·         Know how adults learn and how to incorporate knowledge and competencies into training.

·         Design and delivery training program using the SWAY Model

 

 

Who Should Attend?

 

This training program is aimed at professional teams, managers and supervisors who wish to improve people's performance by planning, designing or delivering training for their organisations.

 

Roles include:

·         New Trainers

·         Experienced Trainers

·         Facilitators

·         Educators

·         Course Designers

·         HRD Professionals

·         Supervisors

·         Team Leaders

·         Line Managers

 

 

Course Outline:

 

INTRODUCTION TO TRAINING

·         Training definition            

·         Learning / Training Objectives

·         The Importance of Training

 

TRAINING MANAGEMENT                  

·         The Role of Trainers

·         Competency of Trainers

 

THE TRAINING CONCEPT

·         Adult Learning

 

THE TRAINING CYCLE               

·         Instructional Techniques

·         Barriers to Effective Learning

 

TRAINING NEEDS ANALYSIS

·         TNA Process and Overview

·         How is the outcome analyzed

 

DESIGNING TRAINING PROGRAM

·         What is ISD and ADDIE MODEL

·         9 Stage approach in designing training program

·         HANDS-ON exercise on designing training program

 

IDENTIFICATION OF INDIVIDUAL TRAINING PROGRAM

·         Selection of training program for design work

·         Exercise

 

DESIGNING TRAINING PROGRAM USING THE MODEL                          

·         Individual activity

·         Presentation

·         Group activity

·         Presentation

·         PREPARATION OF TRAINING SESSIONS

·         Developing lesson plans

·         Input outline and schedule plans – using format

·         Managing the training session

·         Managing training venue

 

PRESENTATION PREPARATION  

·         Design and develop the visual aids

·         Techniques in the development

·         Exercise and presentation

 

SWAY MODEL

·         15 BEHAVIOUR model in the presentation

·         Practices using them and feedback

·         Exercise

 

DEVELOP FG AND PG FOR FACILITATOR

·         Individual preparing PG

·         Individual preparing FG

·         Presentation – individual

·         Review and feedback

 

DEVELOPING LEARNING MODULES      

·         Format and prepare the learning materials

·         Structure sequence and learning points

 

INDIVIDUAL AND GROUP PROJECT      

·         Identification of project

·         Briefing and action plans

·         GANTT chart for project implementation

 

PRESENTATION TECHNIQUES – SWAY Model

·         How to practice and control the environment

·         Eye contact and vocal techniques

·         Question and Answer techniques

·         Making a difference

·         Exercise and feedback

 

LEARNING RESOURCES AND TECHNIQUES

·         Competence-based learning

·         Training approaches

·         Coaching and Mentoring

 

POST TRAINING MANAGEMENT

·         Evaluating the Training Sessions

·         Post Training Implementation Plan

·         Measuring of the Training Impact

·         Return of Training Investment

 

PROJECT ASSESSMENT / EVALUATION

·         Project Presentation – individual

 

Module Two: Who Are and What We Do

·         Who Are Customers?

·         What is Customer Service?

·         Who Are Customer Service Providers?

 

Module Three: Establishing Your Attitude

·         Appearance Counts!

·         The Power of a Smile

·         Staying Energized

·         Staying Positive

 

Module Four: Identifying and Addressing Customer Needs

·         Understanding the Customer’s Situation

·         Staying Outside the Box

·         Meeting Basic Needs

·         Going the Extra Mile

 

Module Five: Generating Return Business

·         Following Up

·         Addressing Complaints

·         Turning Difficult Customers Around

 

Module Six: In-Person Customer Service

·         Dealing with At-Your-Desk Requests

·         The Advantages and Disadvantages of In-Person Customer Service

·         Using Body Language to Your Advantage

 

Module Seven: Giving Customer Service over the Phone

·         The Advantages and Disadvantages of Telephone Communication

·         Telephone Etiquette

·         Tips and Tricks

 

Module Eight: Providing Electronic Customer Service

·         The Advantages and Disadvantages of Electronic Communication

·         Understanding Netiquette

·         Tip and Tricks

·         Examples: Eliminate Electronic Ping Pong

 

Module Nine: Recovering Difficult Customers

·         De-Escalating Anger

·         Establishing Common Ground

·         Setting Your Limits

·         Managing Your Own Emotions

 

Module Ten: Understanding When to Escalate

·         Dealing with Vulgarity

·         Coping with Insults

·         Dealing with Legal and Physical Threats

 

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

·         Ten Tips

 

Module Twelve: Wrapping Up

·         Words from the Wise

 

Course Methodology:

 

Based on case studies (30%); Techniques (30%); Concepts (10%) and Role Play (30%)

• Pre-test and Pro-test                            

• Variety of Learning Methods

• Lectures

• Case Studies and Self Questionaires

 

 

Course Fees:

 

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

 

Course Timings:

 

Daily Course Timings:

    08:00 - 08:20       Morning Coffee / Tea

    08:20 - 10:00       First Session

    10:00 - 10:20       Coffee / Tea / Snacks

    10:20 - 12:20       Second Session

    12:20 - 13:30       Lunch Break & Prayer Break

    13:30 - 15:00       Last Session

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