The use of images and videos is a great training tool that many people love. Even though it is not interactive but it is an effective tool in coaching. One of the reasons why it is so successful is because it allows the viewer to put names to faces and that builds credibility. The online game today is moving more to video delivery of content because people can relate as suppose to text and someone hiding behind it. Images are second best and then text.
Live coaching is another vehicle for coaching and preferable because not only do people listen but they are also given the opportunity to ask questions and get a clearer understanding. This is probably also one of the most difficult means of delivery of information but one that managers have to master. Management training can aid in this regards and in this article we will talk about how managers can use games to teach. We will look at three examples and each teaches on one aspect of training using games, training tips and training ideas. The details to follow will explain.
Customer Service: thinking of a game that can be used to teach managers - or staff for that matter - about customer service can be quiet tricky. But here is a good live demonstration that will drive the point. In the audience, pick 5 people and let them stand in a circle. Give 1 person from the group a ball and let them pass it around. Easy hey! Add another ball until there are 10 balls and at this stage they must pass balls across each other while trying to receive the other ball coming to them; the rule is no one must have two balls at any stage. What do we learn? Taking good care of one customer is easy. 2 Customers, still easy; 3 Customers might not be easy but manageable. As customers increase giving attention to all equally is not easy but has to be done. That game teachers us an important lesson, in our minds we saw some balls drop, others slip and most banging in the air and others fell down and never picked up because we were busy trying to watch the other ball come in before it hit us on the head. Is that not a good lesson in customer service? Systems need to be in place in order to take good care of customers.
Training tips: always have giveaways for important topics. These giveaways go to the correct answer to a given question. People love gifts and when, but they have to be reminded that it is the lesson we learn that is important. It is very difficult to forget a lesson that was learnt through trying to win a prize in the process.
Training ideas: take good care of delegates in the training. Provide bottled water, pen and paper, comfortable seating, good lighting and refreshments during training. All go a long way to getting repeat customers and repeat buyers or attendees on the next gig. Lastly, put on a great show and thank everyone sincerely for attending and sticking with the program.
