We are looking to address some key areas with our tradespeople (plumbers, bricklayers, electricians etc.)
The key areas that are identified as problems are:
1. Customer Service Skills - Professional image, considerate of peoples homes, not passing the buck or blaming others.
2. Managing conflict.
3. Dealing with complaints
4. Recognising that paperwork is part of the job.
I want to run a series of short one hour sessions on these types of topics but recognise that my audience does not react well to a classroom environment, any ideas on how to deliver these would be much appreciated.
Steve Broomer
3 Responses
Practical Situations
Steve,
In similar circumstances I have used practical role plays in the normal work environment, or as close as I could get to it. The situations need to be carefully scripted and I have found the greatest success when using actors with a training and development background to play the customer etc. I have used a company called Steps Role Play, you can find them on the web.
Good Luck.
Snap!
Steve
I had a recent assignment just like this.We agreed with client 2 x2 hour sessions after work but with an enhanced hourly payment rate,with action plans built in. We also incorporated equality and diversity issues in our programme AND CRITICALLY staff care provisions viz a viz ugly customers and situations.Worked a treat
William
[email protected]
Tradesmen needing behavioural skills training
Steve,
Some time ago I experienced a similar situation. I did deliver shortened sessions during the working day either am or pm depending on shift patterns. (For my client overtime was not an option.)To ensure the sessions would find some common ground to build on I spent a few days shadowing the staff for whole shifts. I collated information based around the courses that I had been brought in to deliver and used this to pitch the courses. I also found that some of the participants did enjoy a change of scenery and the classroom was a welcomed change.
Good luck
Debbie