Target Audience

Retail trainers / coaches, line managers and supervisors who need to induct new recruits and / or achieve continuous improvement from more experienced staff.

Purpose

This module will enable delegates to develop a structured and professional approach to training / coaching and giving feedback on performance.

Programme contents

• Welcome, aims and objectives, agenda and ground rules
• Delegate introductions
• The role of a trainer / definitions / attributes / skills required / opportunities for training/coaching
• The connection between training and customer satisfaction
• How people learn - learning styles
• Planning training - including use of the training cycle
• Matching training style to learning style
• Use of training 'kit' - flipcharts, samples
• Running a training session - 1:1 or group
• Handling questions
• Dealing with difficult people
• Feedback - use of checklists; a feedback process
• Developing a coaching style
• Training Evaluation and Keeping Records
• Post Course Action Plan
• Post Course Tutor Assessment and Academy Report

Methodology

Lots of experiential exercises. Use of observers and plenty of opportunity to practice feedback skills

Outcomes

This module will equip delegates with proven training techniques that will significantly improve their capability and confidence to deliver highly effective training