Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 47)

Avaya Site Administration Reference

Preparing end-user training

Advance organization and preparation are key to effective training. Adequate preparation

will enhance your effectiveness as an instructor and enhance end-users' skills and

satisfaction. Follow these guidelines when preparing for a training session:

1. Gather information.

It is important to know your end-users and the particulars of their voice system. Thus, you

should collect some data prior to the training session. Collect data that will help you

answer such questions as:

 What training will help end-users to do their jobs most effectively?

 On what features do end-users need training? (You should only train end-users on

features programmed on their phones.)

 In the case of a system upgrade, what new features should be covered in training?

What features should be reviewed?

 Can end-users be grouped according to common training needs?

 What information should you provide—or not provide—to ease your administration of

the voice system?

2. Prepare an outline.

An outline can serve as a "roadmap" for your training session. The structure an outline

provides can enhance your students', and your own, confidence in the training. While

there are many elements that you might choose to include in an outline, key elements to

include are:

 introduction: How will you introduce the training topic?

 objectives: What are your goals for this training session?

 Communication Manager software features to review

 items to demonstrate and/or provide for student practice: Examples of business

problems that end-users may confront are often effective for this purpose.

 handouts to distribute

 security and policy information to review

 courtesy training

 question and answer period

 training evaluation: How and when will students evaluate the success of the training

session?

3. Prepare notes to refer to during training.

When used to supplement an outline, notes can focus your presentation. Notes are

especially helpful when you are dealing with content that is particularly complex or

unfamiliar to you.

4. Practice your presentation.

Like an actor in a play, an instructor is "on stage" working to hold an "audience's"

attention. However, as an instructor, your responsibility is even greater than the actor's,

for you are presenting content which may be critical to the end-users' job performance.

The more practiced your presentation is, the more polished your "act" will be.

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Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 47