Well folks, here it is…the last blog post pre-conference.  I fly out tomorrow morning at 6 AM, provided there are no issues with ice, snow, wind, and all that fun stuff:-)

My wife and I were cleaning out the back room where stuff seems to just gather, and I came across a box of old papers from my days training for Medical Arts Press.  (a division of Staples Office Supplies)  I found a set of papers that my supervisor had put together on training, and thought I would share it.  Hope you enjoy:-)

Expectations and Best Practices
for Training Delivery

Overall Classroom Management


  • Clean room
  • Everything organized
  • All training material for entire class ready to go
  • Training materials updated
  • Training environment updated and tested
  • Tag team with other trainer so one
  • All of the above will allow the focus to be on the learners


  • Communicate expectations at beginning of activity- what to do when you are finished
  • Provide other learning activities for downtime, e.g. catalog corrections
  • Keep distractions to an absolute minimum while learners are learning
  • Ask class to review independently while others finish and not converse with neighbor
  • Speak to individuals, if needed “I need your help …others are still working through the packet”


  • Trainers conduct only critical, business-related, non-distracting conversations (no small talk) between themselves and visitors during learning
  • Take conversations outside of training room whenever possible


  • Okay for learners to apply previous work experience to classroom, but after a couple minutes bring classroom back to topic
  • Trainer must be focused to avoid one’s own side-tracks


  • Punctual, start class on time, start after break and lunch on time
  • Always dismiss class by end time
  • Tag team with other trainer so one leaves before class but can make sure to be back when class returns
  • Set up resources like e-mail in training room for trainer to use during break/lunch so it’s not necessary to go to one’s own office
  • Recognize when class is done absorbing new information, and move to review or dismiss early
  • Always give the option to stay and do self-study for those who cannot afford lack of work
  • Communicate schedule and plan “here’s what we will do today.


  • Communicate that the learner’s learning is the most important thing happening
  • Learners need to know the trainers care about them
  • Create physically comfortable learning environment — comfortable chairs, comfortable temperature, etc.
  • Create emotionally safe learning environment – no questions are stupid, it’s okay to “guess”
  • If learner doesn’t “get it”, trainer takes accountability “I’m sorry I wasn’t clear on that”, when system doesn’t work for demo “it’s clearly user error”
  • Engage with learners
  • Watch for questions, respond quickly
  • Treat learners as internal customers — use please, thank you, may I, ask permission, be respectful and considerate in language


  • It has to be there, especially in role play
  • Use to break the tension, as long as it is directed at oneself and not the learner

Giving Feedback

  • Recognize immediately
  • Tie to learners “ah-hah’s”
  • Be specific
  • Be sincere
  • Be consistent

Soliciting Feedback

  • Ask the class
  • Ask individuals
  • Ask open-ended questions, not yes/no
  • Use “on a scale of 1-5…” to gain better understanding
  • New Hires will be more cautious
  • Experienced employeeswill be more vocal and open in sharing feedback
  • Training evaluations

Key Questions For Each Learning Area

  • What is the objective?
  • What are the key things the trainer needs to accomplish? What do we need to have the learner achieve?
  • What techniques support the objectives?
  • What things should the trainer avoid?
  • How do we know if we are successful?
  • What do I want to work on in this area?

Well, if you are planning on being in NY this week, I’ll see you at the conference and look forward to meeting you!  If not, stay posted and I’ll try to post!