Three Tips to Getting Commitment From Training Participants

Every facilitator in the customer service and/orMost training participants are motivated by
telephone sales work environment has seen it atanswering the question, What's In It For Me?
one time or another-a classroom full of dull stares,(WIIFM). To get learners' commitment and willing
big yawns, and murmured sighs. It's a wonderparticipation in training, it is very important for you
otherwise known as a training course withto let them know WIIFT (What's In It For
reluctant participants.Them)-basically, how they'll benefit from doing
If your employees don't react to training thiswhatever it is that you want them to do.
way, consider yourself lucky. Continue doingMany training events can offer multiple benefits.
whatever it is you're doing that motivates themDecide two or three that you feel will resonate
to enhance their knowledge. However, if youstrongest with employees, and then point them
have a tough time getting your representativesout positively and confidently. You can also remind
enthused about training, the three tips that followthem of these benefits throughout the course of
might help you fix that.the training. Everyone can benefit from learning
1. State the purpose of the training coursenew skills. Following are some examples:
Before beginning the training course, it's importantMake better use of time
to let the group know your goals for the training,Reduce job-related stress
and why their active participation is crucial to itsEasily handle difficult customers
success. Your primary objective should be writtenContinue along a career path
and posted somewhere on the call center floorMake little or no data entry mistakes
(so that it can be seen by participants) and it3. Leave them with a feeling of gratification
should be verbally stated (so it can be heard byAt the end of the class, review the goal you set
them as well). Keep in mind that often a trainingbefore the training and remind employees that
course can have a few different objectives,they've now successfully learned and developed
rather than just one. State them all.the new knowledge. Congratulate them and
To determine the purpose, ask yourself "At theencourage them to continue to practice it once
end of the training session, what new skills shouldthe training is over. Although this step takes place
employees have acquired?" Then state theat the end of your training event (at which point,
objective concisely and positively. Following are ahopefully, buy-in has already been achieved), it will
few examples:help employees to commit to the concept of
Learn to work the XL 55000 data managementapplying what they've learned. Participants will be
softwaremore inspired to use what they've learned if they
Learn skills for forming e-mail messages that arefeel that they've worked to acquire it, and
clear, concise, and positivesucceeded in doing so.
Learn several approaches to effective customerIf you're actively training or planning a training
service interactionssession, you may be interested in more training
2. Explain WIIFTresources or training courses.