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A Guide For Customer Service Training Tools
Let's face it, good customer service can make or break a
company. Even if the product is top-notch, if the sales
representatives don't have great customer service skills, it
doesn't matter. Customer service should be a number one priority
to any...
Media Training 101 -- the Secrets of Writing a Good Press Release
Does the thought of trying to get publicity for your business
seem like something that you can't do yourself, and would have
to hire a professional for? Do you think that writing a press
release is totally outside your ability to do? Does the...
MLM Training- MLM Success Secret of the Master Skill in MLM
It truly is the Network Marketing Paradox. I just shake my head sometimes at this, and other times, I just smile.
I have some good news.
And some not so good news.
Well, I guess it all depends on how you look at it as far as your Network...
Prevent "Pour and Snore" Training
Prevent "Pour and Snore" Training: How to Hook Participants from
the Very Beginning
Fly In the Face of Conventional Wisdom!
What's the best way to assure your training participants groan
inwardly and "turn off" the first second you open...
The Missing Link in Presentation Skills Training
Imagine you are the most amazing figure skater who ever lived. When rehearsing in a peaceful, empty rink, you demonstrate the ultimate in athleticism and artistry. You defy the laws of gravity as you leap in the air, landing with flawless...
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Prevent "Pour and Snore" Training
Prevent "Pour and Snore" Training: How to Hook Participants from
the Very Beginning
Fly In the Face of Conventional Wisdom!
What's the best way to assure your training participants groan
inwardly and "turn off" the first second you open your mouth?
Simply by following conventional wisdom about how to open a
training session: introduce yourself and provide your
credentials.
Instead, generate curiosity, interest and investment from the
outset. Use a "Hook" before introducing yourself. Participants
will hear your credentials better after you "hook" them, anyway!
Three Ideas for Powerful Hooks
Quickie Quiz: Create a 3-5-question quiz and ask participants to
take it the minute they sit down. It's best if the questions are
slightly provocative or contro-versial. Throughout the class,
answer and clarify the issues.
Here's a "real-life" example currently being used in a Risk
Management class for supervisors:
What percentage of claims and incidents filed against this
company were closed in 1999 without payment? 30% 50% 80%
If an employee is sued because of an act s/he committed within
the scope of their duties, the employee must provide his/her own
legal defense. (T/F)
This company is self-insured for Auto Liability and General
Liability. (T/F)
Questions: Carefully
constructed questions are often the easiest
and most powerful "Hooks." Questions can begin with the words
"How many here have...?" or "Did you know that...?" Your
question should demand a physical response from the
participants, such as nodding, raising hands, even standing up.
Visualization: This technique gives even "dry" subjects the
emotional content you need to hook the learners' interest.
Here's a real-life example of a visualization "Hook" from a
supervisory class on wage and hour laws:
"Close your eyes and imagine that you are a 10 year old child in
the 1930's working in a factory 12 hours a day, 60 hours a week
for 10 cents an hour. You've never seen the inside of a
school...your feet are cold and you get just one meal break a
day. How do you feel?"
Ask the participants to open their eyes. Debrief thoughts and
feelings; connect to the course topic and state the learning
outcomes.
Remember: to prevent "Pour and Snore" training, hook your
participants from the very beginning. For more tips, please
visit
About the author:
Guila Muir pumps up your training skills! Helping people to
train dynamically since 1989, Guila provides tools, tips, and
techniques to enhance your training skills. Sign up for her free
e-newsletter, full of active training strategies, at
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