Avaya Site Administration Reference Release 3.1 Manual de usuario descargar pdf (Pagina 49)

Avaya Site Administration Reference

Delivering end-user training

Once you have prepared for training, the next step is to conduct the training. Effective

training is high interest, systematic, and appropriately paced. When conducting a training

session you must consider the range of experience, skill levels, and learning styles which

your students represent. Follow these proven steps for conducting a productive training

session:

1. Gain the attention of the class and promote interest.

It is important to gain—and hold—participants' attention from the outset of the training. To

this end, you should maximize students' participation. Consider beginning the training

with a "go-around" to allow participants to introduce themselves, and share concerns they

may have with the phone system. This will pique participants' interest, set the stage for

cooperative learning, and help you tailor the training to the participants' needs.

2. Share the objectives for the session with the class.

Be explicit about the purpose of the session and its goals. You may want to give

examples of how the information that you'll present will help them do their jobs more

effectively. Ask if there are any additional topics or features that participants would like to

cover.

3. Review past training.

If appropriate, briefly review the last training session. Get feedback on any trouble that

participants are having with material they learned in previous sessions.

4. Introduce the new concept.

Briefly explain the feature or outline the procedure you are presenting. Provide step by

step visual aids to reinforce the concept.

5. Demonstrate the proper performance.

Set up a representative number of phones for various set-types. Demonstrate the steps

participants are learning with the phone set up in the classroom. Involve participants in

role plays to demonstrate proper phone etiquette.

6. Divide end-users into smaller groups.

Large groups of students can be unwieldy for interactive activities. Divide training

participants into smaller groups according to some commonality such as their

departments, phone types, or common training needs.

7. Allow end-users to practice.

If possible, have end-users practice the tasks and procedures discussed. If the class size

is too unwieldy for all participants to practice, or time is limited, select a representative

su/jointfilesconvert/102807/bgroup to do so.

8. Provide feedback.

Give appropriate praise and helpful suggestions. Encourage participants to do the same

for one and other.

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Avaya Site Administration Reference Release 3.1 Manual de usuario Pagina 49