Supportive Training Environment Copyright 2007 CMOR MRA Interviewer

Supportive Training Environment Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Training Objective: – This module is designed to provide assistance and suggestions to Interviewing Center Trainers in developing and maintaining a classroom structure that relaxes Trainees, respects their background and knowledge and encourages learning. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • What do we mean when we say Interviewer training should be provided in a supportive environment? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • A supportive environment is an atmosphere, a setting and an image that encourages and maximizes the training of concepts, procedures and applications on the job. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Why is a supportive environment crucial to successful training? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Imagine all the thoughts and feelings new Interviewers are experiencing…… Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Newbies are: – Confused by all the new input…. – Fearful of the unknown…. – Uncertain of their ability to do the new job…. – Adults who bring prior knowledge, attitudes and expectations to the job. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Training is the first opportunity the company has to determine if a new hire can perform the job. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • The Trainee gets to see if he/she can both do the job and feel comfortable and confident in performing the job duties. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment Support Helps To: • Reduce drop-outs overcome by the first week • Rid Trainees of prior ineffective habits • Send the Interviewer to the “floor” in the most prepared state…. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • The training environment must allay fears, enhance skills and instill the discipline of research. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Only a supportive training environment can accomplish this. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • What are the components of a supportive training environment? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Components are: – Ample Time – Physical Setting – Trainer’s Profile – Flexibility of Approach – Trial and Error Period / Practice – Transition to Live Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Ample Time – Training time on various survey projects may vary, but every project deserves some training time. – Don’t use the sink or swim method: “Here, read this, then start calling. ” More will sink than swim. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Ample Time – Regardless of the type of research your company does, provide some basic introductory training to all new hires. – You may think you can’t afford the time to train, but you ‘pay’ later on with higher turnover, lower quality, higher refusals, more dials, and redos. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Include: – Overcoming refusals and objections Probing and clarifying – Avoiding biasing and leading Value of market research Establishing rapport – Reading verbatim Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Physical Setting – Have a physical space just for training, no matter how small. – Keep it private, quiet and free from distractions. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Physical Setting – Provide good lighting, comfortable chairs and a good flow of fresh air. – Colorful posters, pictures and company information brighten the space and make it interesting. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Physical Setting – A state of readiness before class begins projects an image of professionalism. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Physical Setting – Have all materials ready to go: • Have all copies made, and make sure the copies are clear and straight. • Have all equipment tested, turned on and ready to go. • Have all demonstration tapes and PC presentation modules queued up and ready to go. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trainer’s Profile: – The Trainer should smile often, make eye contact and greet everyone daily. – It helps to move around during instruction; take different positions around the room. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trainer’s Profile: – Don’t tower over Trainees, Try to be at their physical level when doing any one-on-one instruction. – Keep that energy level high. If the Trainer sounds / looks bored, Trainees will lose interest. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trainer’s Profile: – Establish authority quickly to keep class on track, but allow some detours when points are valid or needed. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trainer’s Profile: – Tell interrupters you will discuss a topic further at the next break. – Talk to disrupters privately about the activities they must stop. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trainer’s Profile: – Remind the class there is a lot to cover and there won’t be time for everything they want to discuss. – Let them know the points you are trying to cover will help make their job easier later on. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – Determine the training needs and individual concerns of each person through lots of interaction early on in the class. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – How much do they know? – What do they need to unlearn? – What concepts / procedures worry them? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – Determine the training needs and individual concerns of each person through lots of interaction early on in the class. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – Based on what the Trainer learns, how does the training approach need to be modified? – What can be deleted? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – Who can give extra help (faster Trainees helping slower members)? – What is the best teaching style according to the majority learning style? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Flexibility of Approach: – Will a group approach or individual approach work best? – Are tests, contests, exercises and selfdirected learning necessary? Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – Training should include a statement / frequent reminders that: Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – There are no stupid questions. Trainees should never be afraid to ask questions. – It’s okay to make mistakes; that’s what the classroom’s for. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – Training should include a statement / frequent reminder that this is the place to ask as many questions as need be in order to feel comfortable with what you are learning. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – Trainees are encouraged to ask for help. Allow opportunities to ask for help privately (and give it privately). Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – Make time for practice and practical application. – Make it private if correction or instruction will be given. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Trial and Error Period / Practice: – Let Trainees come in early / stay after class to practice. – Pair up Trainees to help each other practice. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • General Supportive Tips: – Never berate or criticize a Trainee in front of the class. – Give lots of praise, encouragement and feedback. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • General Supportive Tips: – Don’t play favorites or ignore quiet or unpleasant Trainees. – Be open to suggestions and feedback from Trainees. – Be attentive to non-verbal messages on how training is receive, too. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Transition to Live: – Introduce Trainees to supervisors and other managers on the floor. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Transition to Live: – Show Trainees the “ropes” – where everything is located on the floor and what to do there. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Transition to Live: – Assign the Trainees to specific nurturing supervisors / monitors / sections. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Transition to Live: – Assign a buddy or mentor the first few days - a senior Interviewer. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment

Supportive Training Environment • Transition to Live: – Debrief Trainees after each shift of calling the first few days; let them vent; let them celebrate success. Copyright 2007 CMOR- MRA Interviewer Training Modules Supportive Training Environment