Diversity in Training

by Linda Farley on March 21, 2010

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So, maybe you don’t have these issues…exactly…..but training classes can have diversity challenges.

Here are some tips:

  • Use illustrations that can apply to everyone.  Avoid focusing on just one type of illustration:  kids, sports, spouse, single parent.  You get the message.
  • Vary your language to include references to both genders equally.
  • Make sure to make eye contact and ask questions to everyone.  Notice your own biases, even towards outgoing people vs. quiet people, better dressed people vs. poorly dressed people, those with titles vs. no or lower title.
  • Notice the graphics or photos – do they honor diversity?  Do you ever include illustrations of heavier people or those with disabilities?

What do you need to work on in your training classes to better honor diversity?

Video courtesy of  http://www.notebookbabies.com/ See more Notebook Babies videos on http://www.youtube.com

©  Linda M. Farley  www.LMFarley.com LMF@onr.com

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Ask More Questions

by Linda Farley on March 13, 2010

Let’s say that you are training a class of service representatives or agents in a call center. You have two choices:

• Lecture through the process, possibly using flow charts, graphs and acronyms.

-OR-

• Guide the learners to understanding by asking questions about an illustration depicting the process.

Service Rep Illustration

Think about the questions you might ask about this illustration:

• How will you know you are receiving a call?

• What system sends the call to you?

• How should you answer when you receive a call?

• If the customer needs to get widgets for their business, who handles it?

• Who/what is listening to the calls?

• What is used to order widgets?

If you want  individuals to learn the information by themselves, rather than having a group discussion, create a quiz that each learner completes while referring to the illustration for answers.

Asking questions, rather than lecturing, is faster and results in a higher level of learning.

Can you “let go” of lecturing and let learners learn?

© Linda M. Farley     http://LMFarley.com LMF@onr.com

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©  Linda M. Farley  www.LMFarley.com LMF@onr.com Follow Me on Twitter:  http://twitter.com/LindaFarley

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