10 Ways to Know You’re a Great Trainer

Think you’re a great trainer? Here are 10 things you should definitely be doing in your contact centre!

1. You are clear on the learning objectives

You are crystal clear on the purpose of the training.

All the content is directly linked to those specific objectives and outcomes.

2. You have outstanding communication skills

You possess a full toolkit of verbal communication skills. Your body language and tone is upbeat and constructive.

You speak in Plain English, free from waffle and jargon, allowing your language to be structured and clear. You ask the right questions, in the right way, at the right time.

Above all, you listen to the participants; not just the words but the way they say it, picking nuances and subtleties.

3. You create respect and rapport

You are able to create an atmosphere of respect and rapport with the participants, who feel comfortable but challenged.

You may also use humour to lighten the mood and raise engagement and energy levels.

4. You are passionate about the subject matter

You really know your subject in depth. You know several layers deeper than the material you are delivering, so whatever question is asked, you know the answer.

You lead by example, showing enthusiasm for the content.

5. You adapt to the participants

You adapt your style to the experience, knowledge, mindset and needs of the participants.

Sometimes this means changing from the training plan and going off at interesting tangents.

You are flexible rather than following a rigid training plan.

6. You cater to all learning styles

You deliver varied and balanced training and visual aids that meet the needs of all learning styles – not just the style that you like to learn or deliver yourself.

7. You create an unconscious learning environment

This is the opposite of death by PowerPoint where the participants are being fed information in a dry and mechanical way.

Instead you use a range of innovative but gimmick-free activities to allow the participants to learn even when they are not consciously aware of it.

8. You personalise the training content

Everyone likes a story and you are able to flavour the theory with personal stories and anecdotes. Some, of course, overdo this and go on ego trips.

9. You focus on the learners instead of yourself

You know that all that matters is that the learning objectives are achieved as fully as possible.

Others like the sounds of their own voices and the performance element of the training a bit too much. They make the training about them, not the participants.

10. You push participants out of their comfort zone

You are prepared to put the participants out of their comfort zone, in challenging situations, and you provide honest and challenging feedback if it will help meet the objectives.

You place this above the participants simply having an enjoyable time.

With thanks to the National Skills Academy for Financial Services