A good trainer will have good communication skills which means that they will have a good standard of written and verbal skills where theÂ subject matter can be demonstrated and explained in a clear, accurate manner.
A person who can communicate well with certain groups may not be soÂ successful when dealing with others.Â Your trainer will be able toÂ adapt quite easily and differentiate the training to suite the needs and aspiration of the trainees.
They should be able to conveyÂ the subject matter to beginners without the need for unnecessary jargon and also be ableÂ to adjust the level ofÂ training to suite the more advanced trainees too.
Additionally, your trainer will offer constructive feedback without directly criticising the individuals concerned.Â Nothing can demotivate a trainee quicker than a trainer who shows a lack of tact in this manner.
b) Should be Organized
Your trainer will be organised to the extent where the training session has been planned in advance.Â
Also a good trainer will have the session organised so that all of the intended topics have been covered within the time schedule.Â Seifert and Stacey, elaborate by saying: "The successful trainer is well organized, and has clearÂ scripts and well-defined aims and objectives which enable individuals and groups toÂ bring to the surface abilities and skills that they may not haveÂ recognised in themselves."
During the session your trainer will have put together assessments soÂ that the individuals can track their own progressÂ throughout the training session.
c) Good Patience
An important part of learning is having the opportunity to make mistakes, learn from them, and correct them theÂ next time youÂ try.Â Trainers need aÂ great deal ofÂ patience.Â Often it isÂ easierÂ to jump in and correctÂ the mistake rather than let theÂ person you are training learn. Therefore your trainer should have plenty of patience toÂ ensure that all individuals complete the course satisfactorily.Â
They will have the flexibility to respond to trainees' different learning styles and be skilled enough to differentiate the training sessions so that the slower ones reach their goals while the more advanced trainees will beÂ given more challenging exercises to get to master.Â In this way, none ofÂ them will be overwhelmed and but everyone will haveÂ successfully completed the training session with a sense ofÂ personal pride and achievement.
d) Good Training Skills
There is so much more to training than just reciting theory or facts and lecturing trainees.Â A good communicator with no training experience would not do justice to anyone.Â Training sessions work much effectively when there is aÂ healthy interaction between the trainers and the trainees.
Good trainers will alsoÂ hold a professional qualification which formalises their experienceÂ and also makes it soÂ much easier for any hiring organisation to filter out inexperienced trainers.
Trainers should also beÂ good performers and make the training sessions interesting or even entertaining.Â In this way it becomes evident that the trainer is genuinely interested in learning and teaching their subject
A good trainer should have a genuine interest in people and easily relate to their needs, aspirations and frustrations.Â Having such an interest the trainer will be able to get on well with them regardless of status, age, abilities or backgrounds.
The trainer will have anÂ aptitude for noticing whenever a trainee has aÂ problem or difficulty but are too shy or afraid to ask for assistance.Â The problem will be resolved at the earliest opportunity or atÂ least the trainer will refer themÂ to someone who is competent to dealÂ with the matter.
A good trainer will have a warm and approachable manner which make the trainees feel completely at ease andÂ will be particularly skilled in motivating others to achieve their goals.
f) Results Focussed
Although your trainer will focus on the needs of theÂ trainees they will fully understand that you have your own targets to meet .
One of the keyÂ factors of good training events is theÂ motivation of trainees. A good trainer will ensure that this is achieved regardless of the individuals' self-esteem or confidence.
The trainerÂ will actively encourage collaboration and team work between them to the extent whereÂ they are actively involved in idea generation andÂ problem solving.
Some of the important qualities possessed by a professor are:
a) Passion :
The best teachers aren't just interested in their subject, they are passionate about it. They are also passionate about teaching and many other things. They have an energy that almost makes them glow and that you want to emulate as much as possible. They approach tasks with a sense of challenge rather than routine.
b) Successful teachers/professors hold very high expectations:
Most of the teachers expect great results from their students, and they don't accept anything less than that. The education in the present age, expectations form a self-fulfilling prophecy. Teachers have to believe that each and every student can soar past various limits and restrictions; and they will also have the confidence and work with the teachers to make it happen.
The best teachers are those who make their students think outside the box, outside the classroom, and outside the norms. The teachers make sure that the classroom experience is well understood by the students by educating them while also keeping them interested in the work at hand. They provide the students with real world applications for improving their knowledge and also taking their learning to the next action packed level.
d) Patience :
The best teachers were those who were willing to keep explaining, knowing that eventually it would make sense to their students. They were willing to wait until a distraction calmed students down, or abandon a lesson entirely if it was clear material needed to be revisited. The best teachers just stuck with it, willing to do what it took, no matter how long it took.
e) Teachers / Professors should be Learners:Â
These exemplary teachers described themselves as learners, each making it a priority to keep their teaching information current and updated. As teachers, they must continue to re-engineer the curriculum, experiment with new and different methods of delivering course content, and bring emerging technologies into our classrooms.
f) Good teachers/professors are sensitive and versatile:
The teachers who consider other people's needs more than their own are the ones who strive to create a difference. These teachers are sensitive to the needs of students and their parents, colleagues and the community. This is a challenging process as each and every individual is unique in his behaviour and character, and the teachers have to play a multitude of different roles in a day while remaining true to themselves.
g) Successful teachers emphasize the fun of learning:
There are many different learning styles. Bad teachers only look a subject matter one way. They teach based on how they learn. This works for some people, but fails for others. The good teachers are ones that are able to teach to different learning styles. If students don't understand a subject, they teach it a different way. Instead of looking at abstract formulas, they explain with images what the formulas represent. This requires a thorough understand of their subject, as well as the ability to consider that subject in different ways, which not all teachers are able to do. This principle applies whether a teacher or professor teaches Organic Chemistry orÂ business classes online; it comes down to their ability to be flexible.
3. Call Centre Executive
a) Communication Skills
Call centres can be high pressure, fast-paced environments where you may have to deal with hundreds of people in one day. That is why it is so important to fine tune your communication skills. This will help in handling different personalities, questioning skills, and telephone skills. These skills are essential to help you to communicate effectively and professionally with your call centre customers. He/She should practise good communication focusing on speed, volume , clarity of voice , voice modulation and tone of voice .
b) Listening skills
Listening is one of the most valued skills companies seek in employees working in call centres . Develop listening skills through clarifying questions. Gain information to understand the speaker. For instance, a call centre employee may ask the customer to describe the problem in detail.
Acquire feedback from your clients to develop listening skills.
c) Multitasking ability
Today's call-centre reps have to pat their heads and rub their stomachs at the same time. They need to be capable of handling more responsibilities because of increased economic, regulatory and customer demands. For instance, agents need to be able to handle calls, answer emails and assist clients via Web chat. If they can't handle multiple tasks or are easily frustrated by pressure, they probably aren't going to stick around for long.
d) Computer Literacy
Computer literary is an important requirement for working with modern customer service facilities. Most centres now use web-based software like predictive dialers. Operators would have to be computer-savvy, particularly in Word processing, and use the internet to be able to work efficiently.
e) Good Customer Care Skills
Call agents are supposed to be people who possess the requisite customer care skills necessary for meeting the objective of maximising sales and productivity through excellent customer relations. Having an outgoing and friendly personality is an asset in the field of customer relations contact centres. A good agent must have a people-oriented attitude that enables him or her to handle customers as though they are the most important people in their (the agents) lives. Good agents are those who are able to use their unique customer relations qualities to turn every inbound or outbound call into an opportunity for having another customer. Adequate knowledge of phone etiquette is crucial for excellent customer care. A good agent therefore needs to be a master of phone manners.
Q2. Design an orientation program for college students.
Introducing students to college life requires presenting as full a view as possible of all that the university has to offer. Therefore, academics as well as extracurricular activities should be presented. If students do not become socially integrated within the first few weeks of their arrival, they are less likely to stay at that institution.
1. Orientation program can start with a welcome presentation , where the faculty or the dean will give the new students an insight into the student life at the college, gives them a strong overview of academic expectations, the different social setups on campus . This gives the advantage for students in making the transition from high school to college.
2. The new students will be put in small groups , and will have an orientation leader to take them around . The orientation leaders can give the new students the inside scoop on college life since they too have been in the new students' shoes. Many institutions use orientation leaders to lead the new students through a series of workshops, campus tours, and social activities. New students may be more open to receive information from the orientation leaders than from a lecturer in a main auditorium. Orientation leaders can also explain some of the details of university life that some administrators would never think of telling them.Â
3. A campus tour would be a very important aspect of orientation program. acclimating students to their new environment . For some students, going to college is their first time away from home, so orientation should give them time to become familiar with their new surroundings. Through guided campus tours orientation provides a safe avenue for new students to find their way around campus.Â This helps students to become familiar with important locations on campus like the library , administration offices canteen, computer labs, auditoriums , hostel facilities..etc .
4.Friendly interaction sessions with seniors and faculties ( over dinner or lunch )should also be arranged for the new students to feel completely at ease on campus. Illegal activities of ragging should be strictly prohibited on campus instead the new students should have a friendly association with their seniors and faculty members.
These are some of the activities to be included at a good orientation program for the new college students .