Welcome to this the Toojays Blog. This is a unique way for us to tell you about the latest training events and activites from Toojays, as well as keeping you uptodate with current development & HR issues. Hope you find it useful and look forward to your feedback.
ROLE PLAY!!! There we said it...!!
The phrase that can send shivers down so many trainees backs as the over enthusiastic trainer smiles smuggly knowing that they are about to inflict a pain worse than death on the audience...!!
(Well maybe not all trainers think and act that way...- Ed)
Role play doesn't work
Lets face it as the picture shows theres a right way and wrong way to embed the learning.
Role play often comes with the tag of doing something that's not real, relevant or going to add benefit.
It's also often embarrassing for those asked to participate...from standing in front of the group massively outside of one's comfortzone...to running around in plane costumes - Learning SHOULD be fun, not embarrassing or isolating the learner.
Our tips for effectively embedding the learning...
1. Assessment - Check whether there is a need for practice or demonstration in the first place. Is there another way of assessing understanding? Plan to have a number of assessment processes - and use the one the fits with the group profile, atmosphere and desired outcome best.
2. Fact not fiction - Make sure any task or exercise is REAL and RELEVANT to the learning. You're not assessing the acting ability or imagination of individuals!
3. Challenge by Choice - Never force people to do anything they are not comfortable with. Explain the exercise, the reasons, the outcomes and the value to be gained. Then its a choice if individuals participate.
4. Respond to feedback - Capture and use feedback on the activities. Did it work? Why? What could be done differently? Amend process and exercises in the future
Our team of facilitators have found using these 4 points effective in ensuring the learning is embedded and groups don't feel embarrassed in anyway...making for an enjoyable value adding experience.
Tags: Role Play, Learning, Management Development, training, Best practice, HR
Sales are not everything
As any business will tell you sales are critcal. But repeat sales are often down to the quality of the customer experience.
An article from the BBC shows that two thirds of us will not use a company again once we have experienced bad service.
So while many organisation hope to survive the recession and emerge intact the key to ensuring their survival is great customer service.
Adding or Detracting?
It should also be remembered that Customer Service is as much about how you handle the customer experience when things go wrong as it is when things are going well.
So how confident are you that your staff are adding to the customer experience or detracting from it?
If you're not sure, what price the loss of sales or repeat business? more than training and skilling your staff?
Time to invest in your lifeblood?
Tags: Management Development, Customer Experience, SME, Small Business, Leadership, HR, training, Customer Service
Game of two halfs
There has often been a link to sport and business leadership for many years. Sport has provided an easy to relate framework for individuals to understand leadership and performance concepts.
With the start of the European Championships this week football provides yet another analysis opportunity.
Using a few well know football managers a recent article by Personnel Today What can we learn from football managers? highlights the different leadership approaches.
What is your football manager style?
So what's your style? or preference?
Truth be told effective leadership is situational. Knowing how to adapt and change in order to get the best out of the situation or individuals.
Tags: training, Management Development, Leadership, HR, football management