IT & End User Training

What is behind our great 

Training Participant Experience?




What makes a trainer so effective at what he or she does?  If you’re a buyer of training services for a corporation, you may have wondered:

Why can’t we find trainers for less?


The answers are rooted in the preparation; before a trainer starts delivering in the classroom, much activity takes place behind the scenes to get a trainer ready for class:


Trainer Recruitment: High quality sourcing and screening via a standardized teach-back process

Trainer Onboarding and Preparation: Project onboarding assessment and comprehensive trainer self-preparation

Training Content Delivery and Professional Best Practices Review: Development of high quality materials and trainer adherence to best practices



1. Trainer Recruitment

“Highly effective screening with above-average screen out rate”


Our Experience

OfficePro recognizes that technology training is a people business and a people-finding business, despite the word technology in the term. We leverage leaders at technology recruitment firms and use employee referrals to locate resumes of great people. By using these recruitment resources, we ensure we are speaking a common language with our agents and job requirements easily fall into place. 


Our Network

Having worked in unified communications and telecommunications for a long time, in some cases more than a decade, our managers have developed networks of individuals who’ve earned the respect and trust of the industry; these networks yield more than a few great people.


The Teach-Back

Following resume screening, we get to work answering the question, "Can this person teach?" The best way to ascertain this is to place the candidate in a real-life teaching situation, which we call a teach-back. It requires the candidate to "teach back" to us a technical topic we already know so we can properly assess the candidate's training skills.


Quality Control

Most prospective trainers do not pass the teach-back (fewer than 1 in 5). What commonly holds people back is one or more of the following issues:

  •      They don’t have a full grasp of the technology
  •      They don’t perform well under pressure
  •      They haven’t practiced enough
  •      They experience challenges orchestrating it all and creating the right flow for students


Since our most essential service is teaching, only the most qualified trainers will pass the quality test. 


2. On-boarding and Preparation


Implementing Best Practices

People across the training industry know that even in the face of rigorous recruitment, a demanding hiring process, and high standards, a new trainer has a high chance of failure. To avert this, we utilize on-boarding strategies for new and experienced trainers that expose the trainer to best practices, policies, advice from veteran trainers, and office procedures optimized to the technology training industry. 


Example: When an instructor is working with adults on a new computer technology and visits a student’s workstation, the trainer is taught to never grab the student’s mouse and do something for the learner. This best practice is maintained to enhance the adult learning experience, as adults learn best by doing given tasks on the computer themselves.


3. Training Delivery


Materials

We leverage best practices for in-service trainers developed over 30 years in the industry. Trainers recognize that learning for adults is fundamentally different than learning for children, and adapt accordingly. In tandem to this distinctive class management, we make multiple learning aids available to our trainers, such as Quick Reference Guides (QRGs) or our constantly growing library of user manuals.


Training Project Management

Every training engagement is formally managed as a project. When changes are required, we review the project to understand and rectify everything that needs to be modified or reconsidered. Before classes start, every schedule is checked and double-checked. Trainers check in the day of class so we are kept aware of the project's activities. In the post-training process, course evaluations are obtained from participants and the data compiled so that feedback may be given to trainers. Training reports are commonly delivered to the client’s company representatives and/or project sponsors.


Selecting the Trainer

Trainers are selected from our “bench” based on availability and appropriateness for each training engagement. As most trainers are independent contractors and do not work a standard full-time employee schedule, trainers require daily compensation rates above the average for full-time employees.


For training projects above a pre-determined size, typically a project manager (PM) will travel to the client site along with the trainer(s). The PM communicates objectives, monitors training, and focuses on quality measures. He/she also escalates issues as appropriate to minimize downtime or delays. The PM serves as the main point-of-contact (P.O.C.) for trainer, head trainer, OfficePro management, and clients.



The Difference


For years, OfficePro has delighted its training clients, as evidenced by feedback and repeat business. Delighting customers is important to us and you will notice the high quality of service and laser focus on client satisfacation.