Decrease monthly training Attrition from 30% to 15%, by (target date to be confirmed) as trainers [increase focus on basic facilitation, classroom management, and classroom engagement.]
Classroom Management 🚩
Encourages balanced participation from everyone in the class.
Maintains order and adherence to the ground rules. âš
Resolves disruptive behavior such as heckling or sleeping (how it's coached).
Regularly walks around the room - not stuck at the front of the room.
Forges a personal connection with every learner.🚩
Works the door - no sitting down especially at the beginning/end of the day.
Greet people by name and ask how they are doing. Personalized good-byes.
Appropriate use of ice breakers, and a better variety of ice breakers to draw from.
Checking in to make sure everyone is doing well - noticing when people seem emotionally or personally down.
Celebrate wins at the start of each day.
End the day (not necessarily EOD) on a positive note - have everyone share something they've learned.
Coach learners 1:1 as needed during Training/Nesting (not just documenting issues), including conducting RCAs and helping agents overcome obstacles. 🚩
Basic Facilitation 🚩
Stands and moves with confident, energetic posture and gestures.
Explains agenda/structure/what to expect.
Covering the whole course for the next few weeks.
Specifics of the day/setting expectations for the day.
Making it very clear what you should be focusing your attention on for the day.
Appreciates and encourages participation and effort (saying things like, "thank you!" and "Good job!")
Speaks with an enthusiastic and clear voice, appropriate pace, and varied pitch (not monotone).
Gives examples and anecdotes based on their technical knowledge (improvisation/extemporaneous speaking?)
Gives action oriented objectives/moves smoothly through topics.
Classroom Engagement
Interactively pulls out the What's in it for me? (WIIFM) (benefits & relevance for the learner)
Gauges how much leaners already know on each topic, eliciting and building on their existing knowledge and experiences
Uses engaging, memorable teaching techniques (Examples: activities, games, quizzes, analogies, acronyms or other memory devices,)
Provides many opportunities for realistic practice, with feedback.
Gives impactful feedback on their practice: specific, encouraging, etc.
Explain things clearly and concisely.
Gauges and tests for learners'/class' understanding throughout the session/training.
Redirects learners in a positive way (not scaring them about failing training/nesting).
Nesting
Leads Nesting Huddles (pre-shift/post-shift)
Raises/documents red flags - potential attrition (also handled in Classroom Management)
Facilitates/Administrates Handover to Operations
Raises/documents red flags - potential attrition (also handled in Nesting)
Provide practice spaced over time
Provide clear expectations
Provide timely feedback
Get best practices from TSL trainers
Technical problems in virtual (Adobe Connect)
Expectations need to be clearer
No feedback
May not have time in classroom - focused on delivering content
Provide one-time practice
Provide clear expectations
Need feedback
Not enough time to review materials
Need to know why it's important
Potentially materials not being clear enough - having agenda/structure
Needs spaced practice.
Need clearer expectations.
Need feedback.
Need clearer expectations
Need timely feedback (ToF)
Record a video of high level expert (Brett)
Classroom layout - U shape?
Need clearer expectations
Provide timely feedback
Banks fo examples/anecdotes
More time to review material and develop anecdotes - also may need more time to clarify answers to questions
Provide spaced practice over time
Need clearer expectations
Need timely feedback
Correct documentation and reporting of EWS
Observation of Early Warning Signs
Job Aid
Spaced practice
Need timely feedback
Need timely feedback
Could use a more simplified process/tool
Could use a more simplified process/tool
Spaced practice
Need clearer expectations
Need timely feedback
? Randomizers - may need job access to tools
Spaced practice - Train against shaming or calling people out
List of best practices - creating a house rules list with participation and having the class sign it
Provide clearer expectaitons
Provide timely feedback
Spaced practice
Clearer expectations
Timely feedback
Practice over time
Clearer expectations
Timely feedback
List of practices - dance party to get energy up or giving hecklers something to do like writing notes or presenting for a littel while
Time constraints ?
Clearer expectations
Timely feedback
Spaced practice over time
Clearer expectations
Timely feedback
Bank of appropriate ice breakers
Clearer expectations
Timely feedback
Room layout?
Practice over time
Clearer expectations
Timely feedback
Practice over time
Resource - creating name tents if possible
Clearer expectations
Possible security and resource (printer) access issues
Timely feedback
Feedback
Expectations
Activity idea bank
Practice over time
Need clear timely feedback - from supervisor and audit of log that they submit
Tools/resources may be complicated or difficult to access
Process/workflow is difficult
Time constraints make it diffcult
Practice spaced over time
Bank of roleplaying activities or workarounds when tools are unavailable
Need timely feedback
Tools access (may be client side and out of our control)
Practice spaced over time
Need clear expectations
Need clear feedback
Understand why it's important
Need clearer expectations
Need timely feedback
Practice spaced over time
Need to understand why it's important
Provide practice spaced over time
Provide clear expectations
Provide timely feedback
Provide tools/resources
Establish intrinsic rewards when they do it, based on what they value (satisfaction, accomplishment, autonomy, mastery, meaningful work, recognition, prestige, solves or prevents a problem, easier than not doing it, etc.)
Establish negative consequences when they don't do it (annoyance, boredom, embarrassment, repeated failure, unrewarding work, wasted time, leadership or peer disapproval, etc.)
Provide practice spaced over time
Provide clear expectations
Provide timely feedback
Provide tools/resources
Provide practice spaced over time
Provide clear expectations
Provide timely feedback
Replicate effective circumstances
Establish negative consequences when they don't do it (annoyance, boredom, embarrassment, repeated failure, unrewarding work, wasted time, leadership or peer disapproval, etc.)
Provide practice spaced over time
Provide clear expectations
Provide timely feedback
Replicate effective circumstances
Provide tools/resources
Fix systems/processes/workflow (issues with WFM Guat?)
Provide timely feedback
Provide practice spaced over time
Establish intrinsic rewards when they do it, based on what they value (satisfaction, accomplishment, autonomy, mastery, meaningful work, recognition, prestige, solves or prevents a problem, easier than not doing it, etc.)
Provide tools/resources
Lookout for call avoidance (physically missing from phones long breaks etc.) - different complaints - different approach to coaching - bigger motivational piece
Fix systems/processes/workflow
Provide job aid or reference doc
Provide timely feedback
Provide tools/resources
Replicate effective circumstances