Training4 Trainers in Call & Contact Centres
This is the only accredited course of its kind leading to a university certificate from UCLan, the 5th largest university in the UK. Specifically developed for call and contact centre trainers with the desire to further develop their training design and delivery skills. This 4-day training course mixes theory with practice and presents the opportunity to network with other trainers. Real case studies (all call/contact centre based) will be used throughout the training to assist with the transfer of learning. Attendees will leave with the knowledge and inspiration to deliver even more effective training with improved results!
Day 1: Training in Context - 22nd March, 2010
- To recognise the need for successful, high quality internal training and development programmes.
- Explore a range of training styles, methods and theories and discover how these can be used in an organisational context.
- To understand and apply the principles of accelerated learning, experiential learning and action learning.
- Consider individual learning styles and intelligences and the way in which the adult human brain learns and stores information.
Day 2: Identifying Learning Needs - 21st April, 2010
- Identify, prioritise and agree learning needs with individuals and groups, using appropriate methods of training needs analysis.
- Recommend learning and development opportunities relevant to identified needs.
- Explore how to overcome barriers to organisational learning, including negotiating and persuading for resources and dealing with difficult delegates.
- Creating the case for training and calculating the ROI
Day 3: Designing Training - 19th May, 2010
- Design training and development sessions for a group.
- Prepare and develop relevant materials and facilities to support a training and development session, including activities, content, paperwork, visual aids and preparing the training environment.
- Apply learning to case studies.
Day 4: Delivering and Evaluating Training - 25th June, 2010
- Deliver and review a practical learning session for a group.
- Receive constructive feedback on training design and delivery.
- Provide constructive feedback to learners.
- Analyse two models of Evaluation (pre and post evaluation).
Entry Requirements
It is recommended that those attending the course already have some level of training experience, good communication skills and a level of personal confidence.
University Certificate
The course has been validated by the University of Central Lancashire and a university certificate (worth 20 credits) is available on successful completion of 4 assignments. The certificate is an optional extra for those wishing to achieve a qualification. The only difference between the course and the certificate are 4 assignments (totalling 4,000 words). All attendees will achieve the same learning outcomes and leave with the same tool kit. Those not opting for the university certificate will receive a certificate of attendance.
Venue
The De Vere Whites @ The Reebok Stadium, Havilland Way, Bolton, Greater Manchester, BL6 6SF.
Preferential accomodation rates availalable, please contact the events team for further details.
Preferential accomodation rates availalable, please contact the events team for further details.
By car - 2 mins from Junction 6, M61
By Train - nearest train station Horwich Parkway, 10 minute walk
Bookings
The cost of attending this 4-day course for CallNorthWest members is £999+vat or £1099+vat for non-members.
To undertake the University Certificate is an additional £450+vat.
(covers the registration fee for UCLan and tutor support).
Places are limited to just 15 per course, to book your place please click here and complete a booking form.
About Us
CallNorthWest is the leading support organisation for call and contact centres in Englands North West. Supported by the Northwest Regional Development Agency and hosted by the University of Central Lancashire, we are a not for profit organisation here to support you in your quest for excellence. We have developed the Training4 series in response to industry needs and continue to update and revise course content so that we consistently deliver training that is relevant, current and effective.
Over 500 participants from the UK and europe have successfully completed the course in the past 5 years.
Contact Us
Call Alison Hitchen on 0845 402 2303 or email events@callnorthwest.org.uk to book your place or to discuss your requirements or the course. Visit us online at www.callnorthwest.org.uk
