Coaching skills Training Users and Customers

A training situation is everytime you need to explain something (technical) to an IT user or an IT customer. Examples : Formal training session, Onetoone explanation of an IT procedure or a user guide, Explanation of what you are doing on a IT user customer PC (when solving a problem or installing a software for instance), Recommendations made to an IT user customer on how to use their PC andor an applicationstools, Explanation about the IT services you provide to a client. Your Own Examples : Client may ask…

PNV Professional Life Coaching skills Training Users and Customers 2011 Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST Objectives • The objectives of the sessions are : – To understand which kind of “trainings” you may have to in your future internship/job – To be able to prepare and conduct a client-oriented “training” – To be able to have a client-oriented approach as an :  IT technician towards other employees,  IT seller towards customers,  IT support member towards customers and other employees Copyright © 2007 - CIST Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST Training Situation • Definitions : – A training situation is everytime you need to explain something (technical) to an IT user or an IT customer – Examples :  Formal training session,  One-to-one explanation of an IT procedure or a user guide,  Explanation of what you are doing on a IT user / customer PC (when solving a problem or installing a software for instance),  Recommendations made to an IT user / customer on how to use their PC and/or an applications/tools,  Explanation about the IT services you provide to a client – Your Own Examples : Client may ask… Copyright © 2007 - CIST Preparation(1/2) • Before doing a training or explaining something, what you have to ask yourself? : Copyright © 2007 - CIST Preparation(2/2) Who needs to receive the message? What needs to be communicated? When should the message be delivered? How Copyright © 2007 - CIST best to communicate the message? Preparation (Who) 1/2 Who needs to receive the message? • Identify your target audience, their needs and level of IT knowledge : – Depending on the number of people : one-to-one training or IT explanation? Or in front of several people? – Is the audience made from IT staff (customer or internal), or only IT users from your company?  Copyright © 2007 - CIST You will avoid too technical words for users or customers who are not familiar at all with the topic: Preparation (Who) 2/2 -If the user/customer is not expecting your visit, you’ll have to explain him before, why you are here and check if he/she is available:  « Your manager asked me to install this software on each PC in this room It will only take 15 minutes Are you available right now? Let me first explain you what is this software » Have a « client-oriented » approach Copyright © 2007 - CIST 10 Preparation (How) How best to communicate the message? • Based on the answers to the previous questions, decide how you will your training or deliver your IT explanations to the user / customer : – Based on paper documentation (powerpoint presentation, IT procedure )? – Only oral training / explanation? – At the user / customer desk? – In a dedicated training room ? – Copyright © 2007 - CIST 13 Preparation Tips • You may not have all the answers to these questions Ask your manager and/or colleagues for more information !! Copyright © 2007 - CIST 14 Exercise: Preparation • For each of the following situations answer the questions (Who, What, When and How) : Who  level of knowledge of the user?  does the user expect your training or not? The Director of your company doesn’t know how What  scope of your training/ When  urgent or non-urgent intervention?  estimation of the lentgh of the to sort the data of a sales reporting file (Excel) by date training/explanation? Your manager asks you to explain him/her how to that Copyright © 2007 - CIST explanations? How  use of documentation?  explanation/training at the desk of the user? Or in a dedicated room? 15 Exercise: Preparation • For each of the following situations answer the questions (Who, What, When and How) : A new e-mail tool Who or not? (Outlook) will be implemented in your company in  level of knowledge of the user?  does the user expect your training What  scope of your training/ When  urgent or non-urgent intervention?  estimation of the lentgh of the explanations? month Your manager asks you to train the training/explanation? employees of the HR department (5 people) on this new tool Copyright © 2007 - CIST How  use of documentation?  explanation/training at the desk of the user? Or in a dedicated room? 16 General Training Tips – Customer = Client : individuals or companies which may buy a product (service and/or goods) from your company – Client oriented approach or customer orientation:  the set of beliefs that says that customer needs and satisfaction are the priority of an organization  Customer orientation places an emphasis on listening to customers, assess their needs and deliver the best value or best services Copyright © 2007 - CIST 17 Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST 18 Training Tips: Apply Communication Skills (1/3) – Facilitate the understanding of your message:      Plan, organize, and structure your communication (Introduction, body, and conclusion) Use simple, concise, and factual words or phrases to say and explain, Avoid using too many jargons or too long and complex sentences, Make sure that the information is not too long and not too short (lack of information) Make sure that the receiver understands what you are saying:  You spend more time on complicated points and use more than one way to explain,  You can ask your listeners if they see your points,  You can repeat or debrief what have been said at the end of talk Copyright © 2007 - CIST 19 Training Tips: Apply Communication Skills (2/3) • Choose the appropriate form of communication: – Verbal and nonverbal communication: depend on the message you want to convey – Oral or written communication: think of the most effective medium • Be flexible: – Make sure that the words and attitude used fits with the receiver status or position  Formal or informal communication: depends on the receiver – Choose appropriate time for your talk Copyright © 2007 - CIST 20 Training Tips: Apply Communication Skills (3/3) • Develop your speaking skills: – Do not speak too fast or too slow, – Be careful with the volume of your voice (do not shout, and not murmur) • Use nonverbal communication to improve your oral communication skills: – Keep eye-contact to the whole audience, – Smile to the audience, – Be careful with your posture:    Sit or stand erectly, If you sit, not sit with cross legs, Avoid putting your hand (s) in your pocket, cross your arms or put your hands behind you back – Dress appropriately, – Avoid moving too much, because it can make the audience feel dizzy or bored, – Be polite Copyright © 2007 - CIST 21 Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST 22 Role Game Instruction • Organizing the groups – Keep the groups organized during the “IT Procedure” module – members of each group switch with members of another group • Role game – trainer, trainee, observers – Each student explain one procedure to the members of the other group – Observers make an assessment and communicate the comments to the other team members – After students exchange their roles: the observers are becoming trainer and trainee 1h10m n Copyright © 2007 - CIST 23 Role Game • What are the comments made? • What have been improved between the first and the second round of the role game? • What can still be improved? Any questions? If no more questions, please remember: • You & the client are equals • Plan your training strategy beforehand: Setting training goals, Assessing end-user needs, … • Some basic messages to be delivered:  The purpose of the product  Tasks the user will complete with it  How it differs from previous products (if applicable)  Common problems users may encounter  Security issues Copyright © 2007 - CIST 26 Thanks for your attention! ... TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright © 2007 - CIST Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS • ROLE GAME Copyright... towards customers,  IT support member towards customers and other employees Copyright © 2007 - CIST Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS. .. to customers, assess their needs and deliver the best value or best services Copyright © 2007 - CIST 17 Agenda • OBJECTIVES OF THE SESSION • HOW TO PREPARE A TRAINING • HOW TO TRAIN USERS AND CUSTOMERS