This is the second in our two-part Business English Pod lesson on delivering workplace training.
Delivering training requires you to lead and control a group. This is no easy task, as you’ll know if you’ve ever done something similar such as delivering a presentation. You need to engage people, you need to make the topic interesting or relevant to them, and you need to make sure they participate.
In the end, you want them to learn something. If their ears or minds are closed, they won’t do that. So how can you get them to listen, to respond, and to learn? Well, you can try some of the language and techniques we’ll look at in today’s lesson.
In our last episode, we heard some useful language for introducing a training session. Today, we’ll hear about eliciting input, encouraging participation, and giving feedback. We’ll also look at connecting to personal experiences and checking understanding. These are all important ways to make sure you are an effective trainer, or presenter.
We’re going to rejoin Zack as he delivers a workshop on customer service. You’ll also hear Ian and Nicole, two of the participants.
1. Why is it a good idea to use a customer’s name when talking to them?
2. What does Ian suggest doing when talking to customers?
3. According to Zack, what should we do more than we speak?