In the last post we talked about the importance of pre-session preparation and discussed tips on how setting up early can offset some possible glitches: Click this link for an in-depth look at how and why this is important. In this post we will look at getting your employee training session off to a good start.
It’s critical to your success to be a STARS role model: Practice your STARS skills from beginning to end to create an employee training environment that supports the positive behavior changes we want! So when your participants arrive…Acknowledge each guest with a Sincere Welcome: Smile, look them in the eye, give them a STARS handshake and call them by name or ask their name and add a “great to meet you” or “glad you are here”. (See note about STARS at the bottom of this post)
Authenticity: Be you up a notch! A little bigger, a little more exaggerated but definitely you. We, as humans, have evolved our senses to detect deceit and when we are trying to be something we are not, people don’t buy into what you are saying and this makes for a difficult session… so be authentically you.
“Be you, up a notch! A little bigger, more exaggerated, but definitely you!”
Ground rules. Set them: Ground rules are important to establish what is acceptable or not. There are a few ways you can do this. Establish a set of ground rules that you will consistently use for each employee training session or ask your participants what ground rules they would like to set. When thinking about adult learning theory best practices, if you connect to what adults already know and ask them for their input, you are sure to get more buy in and it can be fun! For example I use “airplane rules” and “Vegas rules:”
Airplane rules means to put cell phones on airplane mode. Vegas rules are what happens in Vegas stays in Vegas. Vegas rules offers safety to your participants so they can relax and enjoy the practice.
Excitement, create it! To create excitement you need to exude excitement. Nervousness can get in the way if you let it and if you think about it excitement feels a lot like nervousness. Heart rate rises, you may get warm, wiggly etc. Just know that once you get going, it will all come together because you did your homework, you practiced and you made it yours.
Now go break a leg!
Editor’s Note: The STARS model Chris is referring to in this post is the one we use in our Red-Carpet Customer Service Training. The behaviors taught are:
- Sincerely Welcome
- Take Note and Adjust
- Act with Urgency
- Respond & Recover
- Surprise & Delight
Chris Perillo is the Countess of Curriculum and Director of Training for Red-Carpet Learning Systems, Inc. She has over 25 years of experience in Organizational Development. Chris designs curriculum for our clients and delivers our Train-the-Trainer programs, helping our clients roll out their customer service employee training. Click here to learn more about our red carpet programs.