Training documents tend to be information sheets in practice. For employers, the needs can be specific to training new staff. The documents are used as ready references, and are generally used in on the job training.
Important:
Do NOT give trainees huge amounts of materials they can't use effectively.
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A person with vast amounts of materials isn't 'trained'. They're more likely to be highly confused. It can be downright dangerous to force feed trainees with too much information on the job. |
Training materials should be used with direct supervisory oversight. Make sure someone with the requisite knowledge is always available, to avoid misinterpretation.
Always use training materials one stage at a time. It's essential to get a reliable working knowledge in place before adding further information.
Preparation of training documents
These documents should be prepared with care, by someone with expert knowledge of the subject, and edited into easily readable and accessible formats.
Prepare your training documents in stages.
Each piece of information must be:
Brief enough, but not omitting any necessary information.Additional information:
Training documents should contain a Help Line contact. Trainees can get out of their depth and need instant assistance. Staff should be assigned to assist.
The example below is for a trainee receptionist. Note that information is set out in the most basic possible format, a table.
The idea is that the trainee has direct access to information and has immediate failsafe contacts to handle inquiries.
Do NOT leave trainees in a position where they're unable to seek advice, or clients stuck with someone who doesn't have enough information to do their job effectively.
Note use of color to break up the sheet and make it more readable.
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The advantage of a sheet like this is that the backup number will be able to keep track of which inquiries the receptionist isn't sure about. The receptionist's own department is Administration. The Executive Branch contact is the management secretary. |
RECEPTION CONTACTS LIST
| SUBJECT | CONTACT | DEPARTMENT |
| GENERAL INQUIRIES | John White 3603 Jim White 3604 Fred Black 3605 | Administration |
| ORDERS | Jane Greene 3701 Tim Browne 3702 | Accounts |
| SALES | Jack Grey 3703 Tanya Brown 3704 | Accounts |
| COMPLAINTS | Daniel Redman 3501 | Complaints |
| SUBSCRIPTIONS | Sonja Greendale 3502 | Subscriptions |
| INTERNET ACCESS | Ian Tan 3401 | IT |
| WEBSITE ISSUES | John Bluer 3402 | IT |
| SERVICES | Sam Spectra 3301 Susan Sienna 3302 | Services |
| HUMAN RESOURCES | Ann Ochre 3202 | HR |
| LEGAL | Carol Cream 3101 | LEGAL |
| MANAGEMENT | Denise Coffee 3105 | EXECUTIVE BRANCH |
BACKUP CONTACTS:
If you're not sure where to direct a client, these numbers can be used for quick reference:
John White 3603SPECIAL CONTACTS FOR CLIENT ISSUES
| SUBJECT | CONTACT | |
| STORM SOFTWARE | Ian Tan 3401 | |
| BIG THUNDER INFO PACK | John Bluer 3402 | |
| USB DRIVER ISSUES | John Bluer 3402 | |
| PERIPHERALS (Plug ins like printers, speakers, microphones, backup memory, etc.) | Daniel Redman 3501 |
NOTE: The Special Contacts list form of information is a particularly useful way of keeping staff and trainees informed of current issues.
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These sheets are very easy to compose, and provide a lot of information for trainees who know little or nothing about specific subjects. |
Disclaimer
Please note:
