How to conduct trainings for Creatio end users

Before Training

1. Know your audience:
   1. list of people
   2. age, 
   3. computer literacy, 
   4. previous experience with CRM systems, 
   5. all these things should be known beofre the training.
2. Confirm list of attendees (trainees) with customer
3. Define type of training 
   1. to be detailed
4. Confirm list of trainers
5. Define if training will be onsite or remote
6. Prepare exercises for trainees
   1. main list of exercises (must do stuff)
   2. list of backup topics/exercises if trainees exceed expectation this will be much better than inventing something on the fly during training
   3. All exercises must contain "real life" data and represent situations from real life (no imaginary use cases no names like 'Test 1' and 'Test 2'
7. Define environment where training will be perfromed (trainer demoes, trainees perfrom exercise)
   1. End users and super users usually can work on 1 instance
   2. For CRM admins you may consider to create 1 env per trainee if they intend to do heavy customizations that may conflict (object model customizations, business processes, etc). This has to be env that is ok to break (not prod, not pre-prod)
8. Test exercises on the environment(s) where trainees will perfrom them
9. Prepare slides for every major training topic
10. Notify project team to stop applying any changes to the training environment
11. Prepare training materials
    1. cheat sheet for end users
    2. manuals
    3. exercises
12. Complile all above things in training plan with estimation in minutes for proper timing
13. Confirm training plan with project managers from customer side
14. Prepare and test equipment:
    1. laptops, 
    2. phones, 
    3. projectors, 
    4. cables, connectors needed
    5. internet/wifi
    6. flipcharts/whiteboards
    7. microphones
    8. paper & pencils for trainees
    9. coffee/tea and snacks for trainees
15. Get used to the training room:
    1. where are the lights, 
    2. powersockets, 
    3. air conditioning\heating
    4. windows
    5. lavatory
16. Prepare yourself:
    1. sleep well
    2. know training material
    3. be positive
    4. breathe deeply
    5. if you are nervous - that's ok (there are ways to mitigate this)
17. Meet & greet trainees

During Training:

1. Ask if you can record training, if answer is YES - start the recording (even if it is onsite training  - you can record from PC used for demo)
2. Presentation skills:
   1. Visual contact
      1. allows to establish 1 on 1 communication
      2. lowers nervouseness
      3. helps to control audience reaction
      4. shows that you are interested
      5. 3-5 seconds
      6. not one by one - random order
      7. speak only if you got eye contact
   2. Voice
      1. Speak loud and clear, adapt to the pace of audience don't be too quick
      2. make pauses
      3. instead of parasite words (hm, mm, etc) - silence
      4. Grammar  + pronounciation + correct emphasises
   3. Gestures
      1. Draw picture
      2. no gestures on belt level
      3. avoid "parasite" gestures
      4. show Extremes (it was thaaat big)
   4. Pose/movement
      1. stand on both legs
      2. shoulders back, head is straight, draw in the stomach
      3. don't fuss, don't dance
      4. change your location over time (move around the room if it is possible)
   5. Mimics
      1. Smile
      2. Show emotions - surprise, excitement
      3. Audience is focused on your face - use it!
   6. Energy
      1. be sincere and honest
      2. be positively biased
      3. show interest
      4. add energy and emotions to your speech, to increase material perception by audience
   7. Distracting factors for audience
      1. don't speak in monotonous manner
      2. don't be too loud/too quiet
      3. parasite words (hmm, mm etc)
      4. weak visual contact,
      5. Errors in training material
      6. technical issues
      7. too much movement
3. Trainers behaviour during trainig:
   1. stay emotionally calm
   2. actively listen to participants
   3. be ready to put yourself in the other mans shoes
   4. move from problem to solution
   5. stick to your training goals
4. Reasons why challenging trainees resist training: 
   1. physical reasons (hot, cold, illness, no sleep)
   2. fear of unknown
   3. demotivation
   4. presense of important people in the training
   5. too much new info
   6. negative past experiene
5. How to ask questions:
   1. From you to audience:
      1. have to be planned
      2. have to be clear and concise
      3. ask questions one by one
      4. wait for answer
      5. say names of those who reply
   2. From audience to you:
      1. Decide - answer now, or after the training
      2. remember who raised hands
      3. do notes if needed
      4. listen actively, rephrase, don't rush to answer
      5. answer to the whole audience
      6. if you don't know the answer - say it
      7. answer in simple and clear manner
      8. if you get question from audience - repeat the question so that everyone hears it
6. Drawbacks and benefits of challenging trainees:
   1. Drawbacks:
      1. hinders the training and resists reaching training goal
      2. lowers trainers authority
      3. violates trainers emotional state and enegry level
   2. Benefits
      1. develops trainers confidence and adds a lot to training experience of the trainer
      2. may increase authority of trainer (if treated in the right way - see below more on this)
      3. May activate (wake up) passive group
7. How to treat challenging trainees:
   1. "Monopolist" (always talks, doesn't allow team to talk). How to treat: 
      1. Thank him for his opinion and proceed
      2. Suggest to other trainees to ask questions
      3. Split audience into mini-groups
      4. State that Monopolist diverts from training topic
   2. Agressor (negatively biased, provokes conflict, resists). How to treat:
      1. Understand reason behind resistance
      2. Try to smooth out the conflict with a joke
      3. Try to engage him during the break
      4. Give him word to share his question
   3. Never agrees with trainer, How to treat:
      1. Ask "is there a better/working way of doing this?"
      2. Ask  him to share his solution 
      3. Change his replic to question to the whole group: "What do others think on this?"
   4. Expert, Mr. Google (knows everything about everything, boasts, etc). How to treat:
      1. Make compliment to his level of knowledge
      2. Give him opportunity to demo his knowledge during practical exercise
      3. Share "easier said than done" thought with Mr. Google in correct manner
   5. Flower "Цветочек" (doesn't take part in groups work). How to treat:
      1. try to understand reason of his passive behavour and try to include him using different activities
      2. try to engage him and make contact during break
      3. ask to take leading role in the group
      4. leave alone
   6. Comic (alsways interrupts training with jokes, leads training aside). How to treat:
      1. Make compliment to his sense of humor
      2. Set rules - 1 joke per training topic
      3. Ask him to tell those jokes during the break
   7. Conspirator (leads whispering/parallel conversation with colleagues). How to treat:
      1. Use non-verbal communications
      2. Lower your voice or make a pause
      3. Ask question to one of talking trainees
      4. Ask thier permission to proceed non-verbaly
8. Group dynamics:
9. Ask specific people, not the audience in general to get proper answers/feedback
10. Training process:
    1. Kick-off
       1. Share training goals, agends, align expectations with trainees
    2. Training (theoretical part and demo)
       1. If there are typical errors/omissions probable warn trainees about these before they start practicing
       2. You need to do 1-2 sentence introduction (what is this and why they need it) before each new topic/item and 1 sentence of conclusion after
       3. If training is longer than 1 hour - consider multiple trainers that exchange leading role (in order to avoid situation when 1 trainer speaks whole time)
       4. Take short breaks every 60-90 mins of the training
       5. For ootb topics mention that there's academy chapter on this (users will be more confident that there's no need to remember everything by heart)
    3. Practical part (trainees perform exercises)
       1. ask about results
       2. offer immediate/online help for users stuggling
       3. observe how users perform exercises and be ready to adjust schedule, skip some planned exercises or add more from list of backup topics/exercises
    4. Wrap-up:
       1. agree list of next steps, 
       2. follow-ups, 
       3. open questoins to be clarified, 
       4. feedback about training/trainer

After Training

1. Send out recording of the training
2. Send out training materials (user guides, links to academy, anything else users requested as follow-up)
3. Send out list of next steps