Why does our training work so well?

Many managers confuse orientation with training. Orientation teaches basic knowledge. Training develops employees’ skills and results in behavior change on the job. Training is what helps people make the transition from knowing what to do to being able to do it.

Adult Learning Theory

People learn best by doing. Whether learning to play a sport, an instrument, or to learn a job skill, practicing with a coach allows continuous feedback, which results in continuous improvement.

People may not remember everything they see and hear during a lecture. Long-term learning and true skill development take place only when people go through the three levels of learning.

1. Present Level—This level gives people an overview of the tasks they will perform and the strategies they will use. The Present level tells them what to do.
2. Involve Level—The goal of this level is for trainees to understand strategies and techniques. This learning level incorporates exercises that cause employees to review sample verbiage and think about and write what they would say in guest situations.
3. Practice Level—Practice occurs when event staff is doing or talking, using the words they would use with a guest. The most common form of practice is role-play. The goal of this level is for the employee or volunteer to become comfortable saying the right things in the right manner.

Our training seminars include exercises and role-plays that lead your staff through all three levels of learning.

Frequently students, volunteers, and younger or newer event staff are reluctant to proactively intervene in guest problems (smoking, changing seats, prohibited items, profanity), and they may lack tact when they do approach guests. By rehearsing their words for these situations during training role-plays, all staff will be much more confident and professional on the job. Event staff self-confidence makes their jobs easier, which contributes to improved employee morale and more pleasant guest experiences.

All courses include comprehensive reference manuals for note taking, exercises, practice dialogs, implementation plans, future reference and review, and more.