You will be required to write a paper/PowerPoint about a train-the-trainer progr

Question

You will be required to write a paper/PowerPoint about a train-the-trainer program you would design. Your challenge is to create a paper about how you would teach future trainers about creating training programs. Topic Requirements for Program Design: Your presentation should include each of the topics listed below. Discuss “what” each topic is and why it is important to program design. • Include an overview slide. • Selecting and preparing a training site. • Choosing trainers. • What learning theory will guide the training preparations and implementation? What are a few common options and why are they appropriate for adult learners? • How trainers make the training site and instruction conducive to learning. • Curriculum road map. • Pre- and post-training activities. • Program design implications for the transfer of learning. o Why types of activities will be used: formal education, assessments, group projects, e-learning, etc.? • Levels of management support of training. • How do trainers assess a training program’s success? I know if done right it will take some time but I leave a good review. Thank You

Explanation / Answer

Train the Trainer Program

OK so this is from my own corporate experience as I myself have been involved in few of such exercises.

The context is that of a lending institution (let’s call it ABC Financial Services) which deals in giving only car loans (for the sake of simplicity) and has its entire collection related activities outsourced to a third party vendor (DEF Inc.). DEF Inc performs all the tasks of customer service right from resolving post financing queries, reminder calls for EMIs (equated monthly installments), and follow ups. The operations team from ABC Financial Services would periodically go the vendor’s site and train their team leaders. These team leaders in turn would train their own team members. And that’s how the operations team would train the trainers (team leaders of the outsourcing vendor).

Topics to be covered

ABC Financial Services Code of Business Ethics

This slide will talk about some of the significant parts of the business ethics, especially the ones that relate to outsourced vendors. The objective of this slide would be to drive home the point that even though DEF is a separate entity, ABC’s customer is not bothered with it. To them the representatives of DEF are from ABC only. This makes it important that DEF behaves as if its ABC only.

The post disbursement stages of financing

This slide would be to reiterate the various stages in post disbursement of a particular loan contract. Although this is entirely an ABC controlled process, it is still included in the training program since it is the precursor to stage from where DEF takes over. Hence to set a context, this is included in the training program.

Where does DEF come in?

This is going to be an exhaustive slide that will talk about each and every activity that DEF representatives are required to execute and the corresponding turnaround times for each activity.

Rights and Obligations of DEF Inc

DEF representatives will have some rights conferred to them by ABC as this entity is acting on behalf of them. For example, DEF representatives will have login rights to the proprietary software that ABC uses for data entry purposes. So this slide will talk about such rights and how to use them by remaining within the limits set by ABC

Dos and Donts for DEF Inc

This will be a set of activities that are recommended and prohibited by ABC. For example, never to be rude with a customer, always to be in a helpful mode, etc.

Typical Situations

Based on the experience of ABC in conducting its business, this slide will talk about commonly occurring problems and how to deal with the same.

Questions

In this, the floor can be opened for questions.

Selecting training site

ABC would normally conduct its training in DEF’s premises only. This served two purposes. In the process ABC could audit the processes of DEF and also DEF representatives felt more at ease in their own office.

Choosing the Trainers

Middle management members from the Operation Risk Management team would be the trainers from ABC’s side.

Learning Theory

There were no specific theories that were referred to. Every training component was based on real life scenarios and experience of conducting business.

Pre and Post Training Activities

Pre Training Activity were normally to create their version of the process map and post training was to create the same process map, but with incorporating any new learning that has been imparted in the training program. These were later downloaded to the next level members in DEF.

Types of Activities

Role plays, PowerPoints, self assessment tests and case studies were the various pedagogical features that were used to impart the training.

Assessment of Training Program

The vendor was judged basis certain parameters on a monthly basis. If the vendor scored well in these parameters, the training program was deemed to be effective.

For example, marketing team would make random calls to customers of ABC and do a telephonic survey of their satisfaction levels for the post loan services. If customer satisfaction index was high, then the vendor is doing a good job owing to the training program.

Hope this helps. Thanks

Related Questions

Navigate

• Browse (All)
• Browse Y
• Subjects

Integrity-first tutoring: explanations and feedback only — we do not complete graded work. Learn more.