Instructor Development Courses

Advanced Trainer Skills For Contact-Professional Instructors

Duration: eight-hour workshop to four-day train-the-trainer instructor school

Who Should Attend: Individuals responsible for providing training to “contact professionals” working in such disciplines as: healthcare, security, education, public safety, transit, social services, retail, hospitality, and customer service.

Course Description:A

This course provides students with the knowledge, skills, and abilities to effectively train contact professionals — individuals who spend the vast majority of their time directly interacting with the general public or their organization’s customers or clients.

Effective training of an organization’s contact professionals is vital. These people are the face of the organization. If they provide a positive experience for the people with whom they interact, it creates the foundation for a positive outcome for everything else the organization does.

The contact professional job is primarily a “performance” activity. Therefore, training of these individuals should be almost solely focused on on preparing them to be effective at this “performance” — which must provide a positive experience for their customers or clients while their other job duties (related to their specific discipline) are being executed. Simultaneously, they must look professional on camera and take the necessary steps to stay safe.

Therefore, the training of contact professionals should focus on how to integrate human-relations skills, discipline-specific job duties, camera awareness, and personal safety. Learning to provide such training is the objective of this course.

Training Content:

Student instructors will learn how to:

  • Run a “learning-centered” class using the latest adult learning best practices
  • Write a class syllabus with strong learning objectives, performance competencies, and abilities checklists (e.g., using Bloom’s taxonomy principles)
  • Write a lesson plan and produce an effective slide deck to use in conjunction with the lesson plan
  • Teach knowledge and skills using a variety of methods and tools (e.g., demonstrations, videos, discussions, group work, lecture)
  • Practice skills using activities, exercises, and scenarios
  • Evaluate knowledge and skill levels using knowledge exams and performance rubrics.
  • Keep students emotionally and physically safe in class