Evidence for my ePortfolio - I designed this 8-hour training to prepare employees for the installation of a new, more automated telephone system. http://eportfolio4mwalkerwade.wordpress.com

1. XYZ Credit Union – Training & Development Team
Curriculum Design
TRAINING OVERVIEW
Creation date: 5/18/2010 Training No TT0107
Training Title: XYZ New Telephone Experience Training
Total Hours: 8 hours
Training Description:
The purpose of this training is to give all XYZ employees the tools and techniques needed to provide an
improved and consistent telephone experience for our members and employees, as well gain the skills needed
to successfully support our members through the changes in our telephone system.
Training Pre-requisite(s):
Completion of Adapt’s technical use of the Presence Telephone System.
Learning Outcomes: Trainees will…
 Identify the emotion one may experience at each phase of the change process, and will summarize
techniques to manage the emotion.
 Recognize the value of ensuring all members and employee’s telephone experience aligns with XYZ
standards.
 Modify their personal telephone practices to match XYZ ’s organization-wide telephone standards.
 Use a rubric to rate and analyze their basic communications skills and style.
 Demonstrate professional phone skills at exemplary levels.
 Write FAQs to assist with member education of our new telephone system.
Length of Training/Suggesting Training Schedule:
Program is designed for a full one-day training, 8:30 am – 4:30 pm, with one 30-minute continental breakfast,
two 15-minute breaks and a 30-minute lunch break.
Format/Methodology:
This workshop format will consist of interactive discussions, small group activities, lectures, case studies, and
self-assessments.
Audience:
All XYZ Credit Union employees. Suggested group size is 20-40 participants.

2. XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker Page 2 of 7

3. TRAINING INSTRUCTIONAL UNITS
XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker Page 3 of 7

4. # Title & Duration Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
1 Change – An Listen to pre-recorded audio clips of XYZ ’s Introductory Exercise After examining the Factors in
Opportunity for organizations leader’s viewpoint on change. Managing Complex Change
Methods: (1) Use pre-recorded audio clips
Strategic Growth (1.5 chart, employees will identify
Discuss the risks and benefits of change. as listening & discussion tool. (2) Lecture.
hours) the emotion one may experience
(3) Small group discussions.
Discuss the factors motivating the New Telephone at each of the eight phases of the
Experience change. Resources: (1) Pre-recorded audio clips of change process, and will
XYZ ’s organization leaders expressing their summarize techniques to manage
List how this change will affect members and employees
personal attitude and beliefs about change that emotion.
immediately and in the future.
(make available via on-demand podcast). (2)
Discuss the 8 phases of the change process. List of guided questions to create an
association between management viewpoint
Gain emotional buy-in to strategically facilitate this
and staff viewpoint. (3) Factors in Managing
change.
Complex Change chart.
2 Communicating as One List XYZ ’s standards for member satisfaction and Method: (1) Small group discussions and After recognizing the value of
(1 hour) employee satisfaction. report-outs. (2) Lecture. (3) Self-assessment. the telephone experience, all
employees will modify their
Identify specific actions associated with telephone Resources: (1) XYZ Call Center telephone
telephone practices to match
experiences that would support these standards. standards. (2) List of guided discussion
those of the XYZ Call Center.
questions. (3) Self-assessment/rubric
Identify specific actions associated with telephone
experiences that may compromise these standards.
Discuss connection between member/employee
satisfaction standards and telephone experiences.
Examine and discuss current XYZ Call Center telephone
standards in relation to member/employee satisfaction
standards.
Compare and contrast ones personal telephone practices
to XYZ Call Center telephone standards and identify
ways to align ones practices with these standards.
Assess the value of ensuring that all members/employee’s
telephone experience with any XYZ employee meets or
exceeds these standards.
XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker Page 4 of 7

5. # Title & Duration Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
3 Professional Phone Discuss and assess ones basic communications skills. Methods: (1) Lecture. (2) Individual work. Given a telephone skills
Skills (2.5 hours) (3) Small group discussion with guided performance evaluation form and
Describe the procedures for answering, transferring, and
questions and report-outs. (4) Relevant a role-play scenario, all
screening internal and external phone calls.
problematic case studies and report-outs. employees will demonstrate
Define and discuss best practices for performing a warm- professional phone skills at
Resources: (1) Communications Skills
transfer. exemplary levels.
rubric. (2) Self-prep questions, video tutorial,
Discuss the effective and expected use of voice mail. and post-video discussion questions. (3) Case
studies and role-play scenarios. (4)
Discuss tips for:
Evaluation form.
 managing angry callers.
 projecting a professional image.
 building a rapport with every customer.
Demonstrate how to project warmth through tone of
voice and by using specific key words.
Identify words that show responsiveness and gain
member confidence.
Discuss how to recognize a member’s personality and
how to adapt to it.
Develop effective listening and questioning techniques.
XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker Page 5 of 7

6. # Title & Duration Objectives / Learning Points Instructional Methods & Resources Learning Outcomes
4 Our Member’s Anticipate how members may respond to the change in Methods: (1) Small group brainstorming. Applying lessons learned about
Experience (45 min) phone options. Small group discussion with guided managing change, unifying
questions and report-outs. telephone practices, and
Develop a plan for educating members about the change
demonstrating professional
to their telephone experience before, during and after the Resources: (1) Anticipated Comment &
phone skills, all employees will
transition. Response form. (2) Jumbo post-it flip chart
write FAQs to be included in our
List methods for responding to member’s frustration with Member Education New
change in telephone options. Telephone Training.
5 Using the New Phone Rate one’s readiness to operate the new phone system. Methods: (1) Individual assessment. (2) Pair Survey responses.
System work.
List unanswered questions on using the new phone Training evaluation.
Training Evaluations system. Resources: (1) Materials from vendor’s
(45 min) telephone training. (2) Technical Use of New
Respond to other team member’s questions on new phone
Phone System – self-assessment survey. (3)
system.
T&D New Telephone Experience training
Report remaining questions on the T&D New Telephone survey.
Experience Training survey.
XYZ Credit Union – Training & Development New Telephone Experience TT0107-MWalker Page 6 of 7

7. OTHER TRAINING CONSIDERATIONS
Suggested Training Agenda
8:30-9:00 am Continental breakfast
9:00-10:30 am Change – An Opportunity for Strategic Growth
10:30-10:45 am BREAK
10:45-11:45 am Communicating as One
11:45-12:15 pm LUNCH
12:15-2:45 pm Professional Phone Skills
2:45-3:00 pm BREAK
3:00-3:45 pm Our Member’s Experience
3:45-4:30 pm Using The New Phone System & Training Evaluations
Instructional Materials and Aids
 Trainee workbooks (3-ring binder) containing all materials, learning activities, rubrics, checklists…
 Pre-recorded audio clips loaded on laptop
 1 Jumbo Post-it Flip Chart per table
 Phone Skills video DVD – Title TBA
Equipment List
 Laptop
 LCD projector with a/v connection
 Projection screen
 Wireless / Hands-free microphone and a/v system
Facility and Room set up
 Participants: Round tables (seating no more than 6 per table), water and glasses, small snack basket, pens, notepads,
post-its, jumbo post-it flip chart, chart markers (black, red, blue, brown).
 Trainer: 2 rectangle tables, table and outlets for LCD projector and laptop, Flip chart and easel, chart markers, water
and glass.
 Break table: Coffee, tea, water, and pastries.
Reference List
TBA