Your Federal Quarterly Tax Payments are due April 15th Get Help Now >>

TRAIN THE TRAINER PROGRAM TRAIN THE TRAINER PROGRAM by ito20106

VIEWS: 0 PAGES: 4

									                        The Internatiionall Customer Serviice Associiatiion
                        The Internat ona Customer Serv ce Assoc at on
                                        Toronto Chapter
                                        Toronto Chapter

                           “In Pursuit of Customer Service Excellence”


                           ICSA Toronto Chapter proudly presents:

                             TRAIN THE TRAINER PROGRAM

                                                 12th 2010
                                 February 11th & 12th 2010


INTRODUCTION & DESCRIPTION

Well we have done it again! Many of you told us you love training - you want to be a trainer.
Maybe you are a trainer and you want to be better. Maybe you just want some fresh ideas! This is
the course for you. The first day is all about the essentials of training. The second day is about
presenting! Participants may choose to attend both days or the second day only.

For many people, the biggest problem isn’t planning an effective training session; it’s the
execution part that brings them trouble. A great presentation can fail if not properly delivered. This
program highlights and discusses many important features of an effective presentation that are
guaranteed to bring success to any training agenda.


WHO SHOULD ATTEND?

This highly interactive and presentation focused course is designed for those looking to improve
on their current skill set. This program is ideal for those who have training activities included in
their job accountabilities on a full- or part-time basis and are responsible for some stand-up
training. This program is also highly recommended for those who aspire to become trainers and
those trainers who wish to enhance their skills.


HIGHLIGHTS OF WHAT YOU WILL LEARN*

    Practical and effective training skills to engage participants
    How to conduct a pre-training assessment
    Becoming a facilitator as opposed to a lecturer
    Understanding adult learning
    How to change, identify and demonstrate
    Create a training objective and lesson plan
    Encourage participation from trainees
    Facilitator coaching
    Vast array of hands on practical tips to become a better trainer


PROGRAM OUTLINE

This 2 day hands-on program involves a variety of activities to enhance the learning experience.
The modules have been upgraded and designed to instill the most important and proven training
methods in the participants.


                                                                                                   1
            THE INTERNATIONAL CUSTOMER SERVICE ASSOCIATION TORONTO CHAPTER
                           25 Royal Crest Court Unit 5, Markham ON L3R 9X4
                      Phone: 905-477-5544 Fax 905-940-1278 Email: dolly@icsa.on.ca
                                            www.icsa.on.ca
                       The Internatiionall Customer Serviice Associiatiion
                       The Internat ona Customer Serv ce Assoc at on
                                       Toronto Chapter
                                       Toronto Chapter

                          “In Pursuit of Customer Service Excellence”




DAY ONE TOPICS INCLUDE*:

Trainer Characteristics, Roles and Competencies
Module 1: Roles as a Trainer
       Understanding learning theories and concepts

Module 2: Adult Learners
       Explain how these learning concepts contribute to enhancing learning and performance
       for adult learners
       Defining Learning & Preferred Modes for Learning

Module 3: Elements of Training – Part 1
       Performing assessments and designing a program based on assessments

Module 4: Elements of Training – Part 2
       Trainer’s behavior checklist: Do’s and don’ts
       Six P’s of preparation


DAY TWO TOPICS INCLUDE*:

Module 5: Presentation Principles
       Power Presentation Skills
       Training Techniques & Delivery Strategies
       Using Training Tools Effectively
       Dealing with Problem Learners & Overcoming Resistance

Module 6: Environment and Equipment
       How, when and why use of audio visual aids and other training technology
       Body language and intentional movement

Module 7: Develop – Design – Deliver – Details
       Organizing the presentation
       Delivering the presentation
       Engaging participants with effective interaction techniques



This ICSA-TC workshop includes helpful checklists, worksheet forms and access to 1-on-1 and
group coaching after completing this program. On site sessions are available upon requests.

               * Subject to change based on research and customer needs


                                                                                              2
            THE INTERNATIONAL CUSTOMER SERVICE ASSOCIATION TORONTO CHAPTER
                           25 Royal Crest Court Unit 5, Markham ON L3R 9X4
                      Phone: 905-477-5544 Fax 905-940-1278 Email: dolly@icsa.on.ca
                                            www.icsa.on.ca
                       The Internatiionall Customer Serviice Associiatiion
                       The Internat ona Customer Serv ce Assoc at on
                                       Toronto Chapter
                                       Toronto Chapter

                          “In Pursuit of Customer Service Excellence”




BIO– Corey Atkinson, Professional Speaker & Corporate Trainer

Corey is a sharp and seasoned training specialist who exemplifies leadership in all walks of life.
As a professional speaker, corporate trainer and consultant, Corey works with clients to enhance
their clients’ customer experience and strengthen their service skills. He is energetic,
entertaining, but most of all educating - a respected instructor, who has a natural ability to
connect with all levels of a business - from the CEO to Customer Service Representatives.

With over 10 years of experience in numerous organizations - both for profit and non-profit, has
allowed Corey to become a recognized professional in customer service and leadership.
Participants of workshops facilitated by him provide exceptional feedback with comments such as
"fun and interactive" and "knowledgeable with meaningful examples".



                                      AGENDA
                          FOR TRAIN THE TRAINER PROGRAM


Date:           February 11th & 12th 2010


Time:           8:30 A.M. – 9:00 A.M. – Registration (both days)
                9:00 A.M. – 4:00 P.M. – Workshop


Location:       25 Royal Crest Court
                Markham, ON
                L3R 9X4


Cost:           Both Days: ICSA Member: $499 + GST                 Non-member: $549 + GST

                Day 2 Only: ICSA Member: $299 + GST                Non-member: $349 + GST

                        Groups of 3 or more will receive a 10% discount

Reply By:       February 4th, 2010


Contact: Dolly Konzelmann         Phone: 905-477-5544              Email: dolly@icsa.on.ca


         ------------------------------


                                                                                               3
            THE INTERNATIONAL CUSTOMER SERVICE ASSOCIATION TORONTO CHAPTER
                           25 Royal Crest Court Unit 5, Markham ON L3R 9X4
                      Phone: 905-477-5544 Fax 905-940-1278 Email: dolly@icsa.on.ca
                                            www.icsa.on.ca
                             The Internatiionall Customer Serviice Associiatiion
                             The Internat ona Customer Serv ce Assoc at on
                                             Toronto Chapter
                                             Toronto Chapter

                                 “In Pursuit of Customer Service Excellence”


                                                 REGISTRATION
                                            Train The Trainer Program
                                                        th     th
                                            February 11 & 12 , 2010


THE FOLLOWING PERSON(S) WILL BE PARTICIPATING: (Please print)

 1                                                                 5

 2                                                                 6

 3                                                                 7

 4                                                                 8


I am a Toronto Chapter ICSA MEMBER:                         Yes            No

Cost:               Both Days: ICSA Member: $499 + GST             Non-member: $549 + GST
                    Day 2 Only: ICSA Member: $299 + GST            Non-member: $349 + GST
                           Groups of 3 or more will receive a 10% discount

Payment Option (Please check):                    Visa                      Master Card                         Amex

     For credit card payments, please fax this page to 905-940-1278 (Markham) – Secure Fax
Company Name

Cardholder Name

Card Number

Expiry Date
(MM/YY)
Total Amount CDN $

Signature

Email Address

Phone #

Cellular #

Once reservations are confirmed, any cancellations not received will be charged accordingly. To keep our prices affordable, we
will invoice all no-shows. Replacements are welcome. ICSA Toronto Chapter has the right to cancel or reschedule its venues
due to unforeseen circumstances. If a cancellation occurs, ICSA Toronto Chapter will refund any payments that have been made
for that venue.

 If there are others in your organization that could benefit from this information, please forward this to them.
                                                   Thank You.

                                                                                                                           4
               THE INTERNATIONAL CUSTOMER SERVICE ASSOCIATION TORONTO CHAPTER
                              25 Royal Crest Court Unit 5, Markham ON L3R 9X4
                         Phone: 905-477-5544 Fax 905-940-1278 Email: dolly@icsa.on.ca
                                               www.icsa.on.ca

								
To top