【正文】 Lesson 4 Concept: Handling Answers ? Use positive reinforcement for correct answer ? Acknowledge the effort. ? Use positive or neutral acknowledgement for an incorrect answer. ? Respond in a fashion that maintains continuity and pace TraintheTrainer 73 Lesson 4 Concept: Responding to Questions ? Provide the answer ? Redirect the question ? Defer the question REMEMBER… The way you handle the question and answer process initially sets the tone and the environment for collaborative learning. TraintheTrainer 74 Lesson 4 Concept: Managing Discussions ? Discussion is an exchange of opinions and feelings. ? Listening is twothirds of a discussion. ? Opinions are neither right nor wrong. ? Everyone may contribute. ? A predetermined objective must be set. TraintheTrainer 75 Lesson 4: Enabling Object ? Knowledge: Describe four mon facilitation situations encountered within a training environment and how to manage them. TraintheTrainer 76 Lesson 4 Concept: When to…….. ? Common facilitation scenarios can include: ? Enlisting participation and motivating ? Guiding and rewarding desired performance ? Correcting errors or misunderstandings ? Resolving issues TraintheTrainer 77 Lesson 4 Concept: Participation ? Various levels of trainee participation can be expected. Key in the process is the ability of the instructor to identify trainees that need support and motivation to meet the objectives of the course. TraintheTrainer 78 Lesson 4 Concept: Guiding ? The learning environment provides the opportunity to obtain the desired performance by the trainee. Guiding the “willing” or “confused” motivates and rewards all participants. TraintheTrainer 79 Lesson 4 Concept: Misunderstandings or Errors ? Teach: ? When the trainee does not have the knowledge to respond or execute ? Coach: ? When the trainee has the knowledge but is having difficulty applying the knowledge ? Counsel: ? When the trainee has the knowledge and knows they have made an error TraintheTrainer 80 Lesson 4 Concept: Issue Resolution ? Observe body language, facial expression, eye contact, and vocal expression ? Decide if the situation warrants action ? Determine appropriate action ? Take action and followthrough TraintheTrainer 81 Lesson 4: Review ? Review Question 1: List the four facilitation skill types. ? Review Question 2: What three conditions can be determined by using questions? ? Review Question 3: List the mon facilitation scenarios. TraintheTrainer 82 Lesson 5: Classroom Management TraintheTrainer 83 Lesson 5: Objectives Terminal Objective: Identify and apply the techniques provided in preparing and managing the classroom. ? List and prepare the support requirements for training ? Develop your strategy for conducting training and managing the trainees ? Prepare required visual aids TraintheTrainer 84 Lesson 5: Enabling Objective Knowledge: Prepare and list the logistical support requirements for training. TraintheTrainer 85 Lesson 5 Concept: “Be Prepared” ? Use of a checklist assures that your support requirements are in place. Items to consider include: ? Site infrastructure (rooms, seating, location, etc.) ? Trainee information ? Course material ? Training aids available and work (., puters, audiovisual, flipchart, markers, pointers, name cards, pens, note paper) ? Contact information (trainers and trainees) ? Contacts for site and system problems TraintheTrainer 86 Lesson 5 Concept: Contingencies ? Be prepared for the unexpected with contingencies that address issues like: ? If the PCs fail before or during the class ? If the logons do not work ? If the SAP R/3 training system is uncooperative ? If hard copies are not available ? If your trainees are a no show TraintheTrainer 87 Lesson 5: Enabling Objective Knowledge: Develop your strategy for conducting training and managing the trainees. TraintheTrainer 88 Lesson 5 Concept: Before Beginning ? Rehearse your timing, pace, process, and procedures ? Arrive early to prepare the room ? Check and adjust room temperature and lighting ? Distribute course material, pencils, etc. ? Test audiovisual equipment and other training aids ? Verify that all PCs are working properly ? Check Inter access on the PCs ? Check SAP R/3 access TraintheTrainer 89 Lesson 5 Concept: Starting Out ? Introduce yourself and your background ? Introduce the course ? Have trainees introduce themselves and their background ? Check the attendance list / fill in attendance sheets ? Review the “house “rules ? Explain the course agenda ? Start your training on schedule TraintheTrainer 90 Lesson 5 Concept: Delivery ? Introduce topic ? Recognize inclass resources ? Cover objectives ? Establish importance and relevance ? Instruct with concise information ? Use examples and demonstrate ? Facilitate exercises ? Answer questions honestly ? Defer challenging questions to the “parking lot” ? Provide feedback often and when appropriate KNOWLEDGE TraintheTrainer 91 Lesson 5 Concept: “The End” Summarize the key points / objectives Assure capabilities in conducting transactions Give follow up assistance if needed Shut down all AV equipment Complete the feedback forms TraintheTrainer 92 Lesson 5 Concept: Challenging Trainees ? Managing the training environment may require handling the challenging trainee. Be prepared for the: ? Knowitall ? Combative ? Condescending ? Questioner ? Emotional ? Quiet mouse ? Chronically late ? Conversationalist TraintheTrainer 93 Exercise : Handling Challenges ? Use the behavior of the previous slide as examples, discuss the approaches you would take to handle t