Hi Guys,
I'm the IT Trainer in a Technical Helpdesk / Call Center environment and one of the things built into our training is OJT with the more experienced employees, (listening into calls, getting tips on the systems etc)
Lately we have been considering providing some kind of formal training for the 'buddies' to ensure they are passing on the most relevant information and their new hires are getting the most out of it.
Any Suggestions without going to formal 'train the trainer' etc?
Thanks, William
William
3 Responses
On the job trainers
Hi William.
In response to your suggestions for some on the job training for your training buddies. You may want to start by ensuring you have a clear understanding of the level of competence you want your buddies to demonstrate before providing them with the empowerment to coach on the job. Once you have identified the key levels of competence and are sure you have the right people for the job, the next port of call would be to train the buddies key coaching skills and I really feel these skills would need to be imbedded in the classroom to start with for at least one full day. It may seem like a lot of time to invest but if on the job coaching is to be worthwhile and productive you need to build the coaching foundations of your buddies first. You can then draw up a coaching observation sheet that sets out the key areas covered in the coaching workshop, this will enable anyone one who is assessing the buddies on the job will have a clear skills and knowledge matrix to measure against.
If you would like any further info on how this may work feel free to contact me at [email protected].
Kind regards
Zoe.
Giving Constructive Feedback
I would say that training on ‘giving feedback’ is essential: what is constructive and what isn’t. I once used a Waldorf and Statler clip (grey haired hecklers from the muppets!) and asked on-the-job ‘buddies’ to anaylse what was wrong with that feedback. I’ve got a couple of ‘fun’ exercises which help delegates identify what constitutes good feedback. Can email them if you wish.
Training is a skill!
As a long in the tooth trainer who had the advantage of a very thorough training programme to become one, I get increasingly frustrated with the idea that just because someone knows something they are automatically going to be able to pass it so I was delighted to read that you are considering giving them some coaching. This isn’t meant as an advert but I do run such programmes! Jo Hughes Metamorph (T&D) Limited