How to Train Your Dragon

1. How to Train Your Dragon

2. Importance of Training • Productivity - Helps increase staff productivity. • Team spirit - Helps instill a sense of team work, team spirit, and inter-team collaborations. • Organizational Culture - Helps to develop and improve the organizational health culture and effectiveness. It helps in creating the learning culture within the organization. • Organization Climate - Helps build a positive perception and feeling about the organization. • Quality - Helps in improving the quality of work and work-life. • Morale - Helps in improving staff morale. • Healthy work-environment - Helps in creating a healthy working environment by building employee relationships. Ensuring that individual goals align with organizational goal. • Image - Helps in creating a better image. • Funding – Can potentially lead to new funding streams or extensions of existing funding/contracts. • Training and Development • Helps staff develop problem solving skills. • Enables better understanding of organizational policies and protocols. • Develops leadership skills, motivation, loyalty, better attitudes, and other aspects that successful staff usually display.

3. How to Identify Training Needs • Call Monitoring • New Contracts Requirement • Customer Feedback • Observations • Reporting Discrepancies • Staff Requests • Program Changes • Coaching Session

4. Analyze the Training Need • Research: • Listen to random sampling of calls • Review sampling of random “transactions” • Run reports • Staff survey • Identify who needs training: • Entire I&R team • Group within the I&R team • New staff • Determine urgency of training

5. Training Objectives • Defining the objectives for a training is a critical step in the whole development process. Why is it critical?

6. Training Objective A training objective is like a map. If it is developed correctly it will clearly define the route to get from point "A" to point "B.”

7. Writing Training Objectives Components of an effective objective S – Specific M – Measurable A – Attainable/Achievable R – Relevant T– Time Element

8. Examples of Training Objectives Staff will learn to be good I&R Specialists. Reason: Too broad and not measurable. Staff will learn about California Emerging Technology Fund (CETF) and bridging the digital divide. Reason: Too broad and not measurable.

9. Example of Training Objectives • Staff will learn to be good I&R Specialists. Who: Staff What: Will assess for stated and unstated needs How: By listen for keywords that flag important issues to focus on, asking open and close ended questions When: On every call

10. Example of Training Objectives • Staff will learn about California Emerging Technology Fund (CETF) and bridging the digital divide. Who: Staff What: Will offer technology based services/referrals and ask CETF questions How: By using effective transitional phrases to introduce CETF services When: On all calls where the inquirer is in the target population (low income, senior, Hispanic, etc.)

11. Activity

12. Training Your Dragon: Training Objectives • Workshop participants will network with each other by engaging in exercises/activity. • Workshop participants will write an effective training objective including all necessary components by working collaboratively. • Workshop participants will learn about the 3 major learning styles and determine their own learning style/preference by reflecting on materials provided during workshop.

13. Learning Preferences

14. Design & Develop • Various learning style: • Visual • Auditory • Tactile/Kinesthetic

15. Design & Develop • Various delivery methods • Lecture (Auditory) • Interactive (Kinesthetic) • Technology based (Visual, if all written) • The best method of training delivery includes a balanced learning experience.

16. Design & Develop • Content • Examine existing training materials • Update/Creating new training materials • Consult with subject matter experts • Organizing Content • Chronological • Step-by-step • Categories

17. Finding the Right Trainer/Facilitator Things to consider: • The type of training • Expertise in training topic area • Skills • No one is off limits/Look outside your department • Outside trainers/partners

18. Delivering Training • Start off with an ice breaker • Know your audience • Know your training material • Be sure to make your training balanced so that everyone has a positive learning experience

19. Remember: Your organization is only as excellent as the staff that represent you.

20. Contact Information 211 LA County 526 W. Las Tunas Dr., San Gabriel, CA 91776 626-350-1841 Laura Mejia Caroline Leverette Ext. 2156 Ext. 2193 lauram@211la.orgcleverette@211la.org Elizabeth Ruiz Ext. 2179 eruiz@211la.org