Certified Train The Trainer (ILM)

This is not a typical train the trainer program as aside from teaching participants to be great trainers by learning how to conduct training at a high energy level with powerful results. It uses creative training techniques which provide you an opportunity to practices what you have learned and perfect that in “mock up” sessions before going into real practice. It comes with on-the-job assignment.

This program is designed for immediately be able to make significant transformations as a Trainer. It would be also be a very good foundation for anyone who had certain expertise but no prior training experience.

Highly practical and intensive, the program has with practical class assignments and on-the-job assignment for certification purposes.

Participants will have hands-on experience in design and delivery the program identified by organization. Finally there are certified using the SWAY model for the presentation performed by individual.

Course Objectives

By the end of this workshop, you should be able to:

• Outline  a TNA framework
• Select appropriate methods to carry out a TNA
• Learn the learning cycle and the importance of setting out learning / training objectives using a MAPING TOOLS.
• Identify the suitable training methods to the learning needs.
• Select the appropriate training aids relevant to the subject proper
• Apply the ISD Model and ADDIE 9 stage model for effective designing training programs
• Learn the various techniques to make training entertaining and how to build the entertaining elements into it.
• Know how adults learn and how to incorporate knowledge and competencies into training.
• Design and delivery training program using the SWAY Model

Who Should Attend?

This training program is aimed at professional teams, managers and supervisors who wish to improve people's performance by planning, designing or delivering training for their organisations.

Roles include

• New Trainers
• Experienced Trainers
• Facilitators
• Educators
• Course Designers
• HRD Professionals
• Supervisors
• Team Leaders
• Line Managers

Course Outline

Introduction To Training

• Training definition
• Learning / Training Objectives
• The Importance of Training

Training Management

• The Role of Trainers
• Competency of Trainers

The Training Concept

• Adult Learning

The Training Cycle

• Instructional Techniques
• Barriers to Effective Learning

Training Needs Analysis

• TNA Process and Overview
• How is the outcome analyzed

Designing Training Program

• What is ISD and ADDIE MODEL
• 9 Stage approach in designing training program
• HANDS-ON exercise on designing training program

Identification Of Individual Training Program

• Selection of training program for design work
• Exercise

Designing Training Program Using The Model

• Individual activity
• Presentation
• Group activity
• Presentation
• PREPARATION OF TRAINING SESSIONS
• Developing lesson plans
• Input outline and schedule plans – using format
• Managing the training session
• Managing training venue

Presentation Preparation

• Design and develop the visual aids
• Techniques in the development
• Exercise and presentation

Sway Model

• 15 BEHAVIOUR model in the presentation
• Practices using them and feedback
• Exercise

Develop FG And PG For Facilitator

• Individual preparing PG
• Individual preparing FG
• Presentation – individual
• Review and feedback

Developing Learning Modules

• Format and prepare the learning materials
• Structure sequence and learning points

Individual And Group Project

• Identification of project
• Briefing and action plans
• GANTT chart for project implementation

Presentation Techniques – Sway Model

• How to practice and control the environment
• Eye contact and vocal techniques
• Question and Answer techniques
• Making a difference
• Exercise and feedback

Learning Resources And Techniques

• Competence-based learning
• Training approaches
• Coaching and Mentoring

Post Training Management

• Evaluating the Training Sessions
• Post Training Implementation Plan
• Measuring of the Training Impact
• Return of Training Investment

Project Assessment / Evaluation

• Project Presentation – individual

Module Two: Who Are and What We Do

• Who Are Customers?
• What is Customer Service?
• Who Are Customer Service Providers?

Module Three: Establishing Your Attitude

• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Module Four: Identifying and Addressing Customer Needs

• Understanding the Customer’s Situation
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Module Five: Generating Return Business

• Following Up
• Addressing Complaints
• Turning Difficult Customers Around

Module Six: In-Person Customer Service

• Dealing with At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Customer Service
• Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone

• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module Eight: Providing Electronic Customer Service

• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tip and Tricks
• Examples: Eliminate Electronic Ping Pong

Module Nine: Recovering Difficult Customers

• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module Ten: Understanding When to Escalate

• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do to WOW Customers Every Time

• Ten Tips

Module Twelve: Wrapping Up

• Words from the Wise

International Certification

At the end of the training, Assessments will be given and will be validated by ILM (Institute of Leadership and Management)

Please note that only successful candidates will receive ILM issued Certificates

About ILM (Institute of Leadership and Management)

The Institute of Leadership and Management (ILM) is Europe’s foremost leadership and management body.

ILM provides qualifications in leadership and management, coaching and mentoring and specialist areas such as social enterprise. We accredit 2,500 training experts to deliver our qualifications globally.

ILM also connect a community of 35,000 leaders and managers committed to making a real difference to their organizations. They become better managers by receiving the professional recognition and management support that comes with ILM membership.

About ICTD

ICTD tries to maintain the standards of teaching by the help of different accrediting body;

IAO (ISO 9001: 2008), ACTVET, PMI®, QRS, CAMBRIDGE, International PMA, CILT, University of Cambridge, MICROSOFT and ILM (Institute of Leadership and Management).

ICTDs program are designed to offer our clients the latest information and techniques in their relevant sectors, making them aware of all the advancements in their respective industries.

ICTD upholds its 4 guiding principles; Integrity, Innovation, Teamwork and Dedication in every aspects of the business.

Course Methodology

Based on case studies (30%); Techniques (30%); Concepts (10%) and Role Play (30%)

• Pre-test and Pro-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session