1. TRAIN THE TRAINERTRAIN THE TRAINER
DAY 1 . . .DAY 1 . . .

2. THE ROLE OF THETHE ROLE OF THE
TRAINERTRAINER
 A Business IsA Business Is
Only As GoodOnly As Good
As Its TrainingAs Its Training
 Central BridgeCentral Bridge
 ““The Enforcers”:The Enforcers”:
Standards of ServiceStandards of Service
 A Resource Tool:A Resource Tool:
The Area ExpertThe Area Expert
Team Members Team Members
Management
TRAINER

3. RULES OF THE GAMERULES OF THE GAME
 CLASS SYLLABUS/EXPECTATIONSCLASS SYLLABUS/EXPECTATIONS
 PRESENTATIONS
 QUESTIONSQUESTIONS
 CONTRACTCONTRACT
 BREAK TIME!

4. COMMUNICATIONCOMMUNICATION
 What is it?What is it?
 What makes it efficient or useful?What makes it efficient or useful?
 How do we use it?How do we use it?
 There exist a variety of theories,There exist a variety of theories,
models, and perspectivesmodels, and perspectives =>=> AA
Communication Spectrum!Communication Spectrum!
Objective________________________SubjectiveObjective________________________Subjective

5. COMMUNICATIONCOMMUNICATION
 A process that constructs meaning by
sending and receiving messages so as
to achieve understanding based on
interests, needs, or goals . . .
 Important Types for your position:
– Interpersonal
– Organizational
– Cultural

6. COMMUNICATIONCOMMUNICATION
CULTURAL
ORGANIZATIONALINTER-PERSONAL

7. COMMUNICATIONCOMMUNICATION
 Transfer of TrainingTransfer of Training::
 CulturalCultural
– Reality = Culturally CreatedReality = Culturally Created
– The “Role of the Other”The “Role of the Other”
 Adaptive Performing = Role PlayingAdaptive Performing = Role Playing

8. COMMUNICATIONCOMMUNICATION
 Transfer of TrainingTransfer of Training::
 InterpersonalInterpersonal
– Language Significance: Clarity?Language Significance: Clarity?
 Interaction invests meaningInteraction invests meaning
 I.A. Richards Semantic TriangleI.A. Richards Semantic Triangle

9. COMMUNICATIONCOMMUNICATION
 Transfer of TrainingTransfer of Training::
 OrganizationalOrganizational
– OrganizationOrganization isis CULTURECULTURE
 Expectations = Driving ForceExpectations = Driving Force
 Relationships and StorytellingRelationships and Storytelling
– Communication ‘Systems’ withinCommunication ‘Systems’ within
companycompany
 Hierarchy/DepartmentsHierarchy/Departments
 Group Decision MakingGroup Decision Making
 Processes, systems, paperworkProcesses, systems, paperwork

10. COMMUNICATIONCOMMUNICATION
 CommunicationCommunication
Arenas DirectlyArenas Directly
Affect:Affect:
– CREDIBILITY!CREDIBILITY!
– TraineeTrainee
MotivationMotivation
– Transfer ofTransfer of
TrainingTraining
CULTURAL
ORGANIZATIONALINTER-PERSONAL

11. COMMUNICATIONCOMMUNICATION
 The Rules of IMPROV are the same forThe Rules of IMPROV are the same for
Good Communication Skills:Good Communication Skills:
– Accept Information; Don’t DenyAccept Information; Don’t Deny
– Be Very Specific; Name ExamplesBe Very Specific; Name Examples
– Go Line For LineGo Line For Line
– Provide Information & JustificationProvide Information & Justification
– Get Behind the ‘Story’: Know YourGet Behind the ‘Story’: Know Your
RoleRole