Preparing Effective Trainers. to accompany the instructional guide. Seminar Goals. At the conclusion of this seminar, participants will be able to. identify training opportunities apply the components of a training cycle to develop a training program
Preparing Effective Trainers
to accompany the instructional guide
At the conclusion of this seminar, participants will be able to
What’s causing the problem?
Once the problem is understood, you can determine…
The solution may not be training.
This training program will provide participants with an opportunity to learn specific customer-service skills, in person and over the telephone, that will build customer confidence and enhance customer loyalty.
Describes the characteristics of people who should participate in the training program.
What are we trying to do with the population description?
identifies what resources will be available and useful to program developers and instructors/ facilitators.
A developer needs to know
the constraints on developing and presenting a training program
the available resources.
Typical constraints include
A job analysis breaks down job responsibilities.
Job analysis data will help a trainer determine the objectives and goals for a training course. This is the starting point in curriculum development.
This is critical because these “steps” are the content for the instruction you will plan.
Course Content Development
Perform vehicle repair and maintenance.
Maintain an operable environment.
1. Clean or replace spark plugs. (1)
2. Adjust and bleed brakes. (1)
3. Replace wheel cylinders. (1)
4. Inspect and flush radiators. (1)
5. Test antifreeze. (1)
6. Repair tube or tubeless tires. (1)
7. Rotate tires. (1)
8. Lubricate vehicles. (1)
9. Balance tires. (1)
10. Replace air cleaners. (1)
11. Clean or replace gas filters. (1)
12. Wash and wax autos. (1)
13. Sell auto accessories. (3)
14. Sell service plans. (3)
15. Replace oil filters. (1)
16. Check oil, brake fluid, power steering, other fluids. (1)
17. Wash windshields, replace blades. (1)
18. Fill gas tanks, radiators. (1)
19. Maintain daily records of sales, inventory changes. (3)
20. Order supplies. (2)
21. Open and close station. (2)
22. Clean garage. (2)
Gas Station Mechanic/Attendant
1. Clean or replace spark plugs.
1a. Note the plug location relative to the cylinder.
1b. Remove all spark plugs.
1c. Identify the type of plugs.
1d. Decide whether or not to replace plugs.
1e. Clean plugs, if necessary.
1f. Replace spark plugs in engine.
1g. Connect ignition wires to appropriate plugs.
1h. Check for performance.
1i. Clean tools and equipment.
1.Clean or replace spark plugs.
2. Adjust and bleed brakes.
3. Replace wheel cylinders.
4. Inspect and flush radiators.
5. Test antifreeze.
6. Repair tube or tubeless tires.
7. Rotate tires.
8. Lubricate vehicles.
9. Balance tires.
10. Replace air cleaners.
11.Clean or replace gas filters.
12.Wash and wax autos.
Write the objectives from the task analysis.
Design (not write) the test items for each objective.
Segment and sequence the instruction.
Plan the instructional strategies.
Example: If the task from the task list is complete a contract, then the training objective might be:
“Given a standard xyz sales contract and customer information, complete a contract with fewer than three errors.”
Given a paper and pencil, describe the elements of the marketing mix according to Marketing My Way by John Arno, pp. 135–142.
Task: describe the elements of the marketing mix
Condition:given a paper and pencil
Standard: according to Marketing My Way by John Arno, pp. 135–142
Given a screwdriver, a light switch, and a schematic diagram, install a light switch so that the light illuminates when the switch is turned to the “on” position.
Task: install a light switch
Condition:given a screwdriver, a light switch, and a schematic diagram
Standard: so that the light illuminates when the switch is turned to the “on” position
What do these words have in common?
You can’t measure them!
Explain—deliver the content.
Activity—reinforce the content.
Show—demonstrate at full speed.
Show and tell—demonstrate and explain individual steps.
Check for understanding.
Facilities and equipment
Learners arrive, the course is taught, and participants' learning is evaluated.
Information is collected. What types of information are collected?
Analyze trainees’/students’ performance during the course.
Analyze the completers’ performance after the course.
Analyze how the course ran.
Check the workplace to see how it has changed.