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Employee Training

1 Job Aid Your Support Reps Really Need - Part 2

Jonathan DeVore - Mar 22, 2018 10:12:00 AM

This is the second of a 7-part series where we talk about different kinds of job aids that your Support Reps need you to make for them.

Topics: Customer Support

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1 Job Aid Your Support Reps Really Need - Part 1

Jonathan DeVore - Mar 22, 2018 8:30:00 AM

This is the first of a 7-part series where we talk about different kinds of job aids that your Support Reps need you to make for them.

Topics: Customer Support

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3 Missing Elements You Need to Include in Employee Onboard Training

Jonathan DeVore - Mar 15, 2018 12:58:32 PM

When a manager sits down to "train" a new employee, the main focus is almost always on how to use the system.

But that approach leaves everybody frustrated. The employee doesn't actually know the context of when she should be doing those actions, NOR can she remember everything the manager showed her. And the manager is frustrated because he notices that the employee seems to constantly interrupt him with questions.

It's a lose-lose-lose (the system loses in this case, too) situation.

Instead of only focusing on showing employees how a system works, I recommend focusing on all 3 of these elements:

Topics: Training Events- Live Training- Onboarding

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One Idea That Will Clarify the Purpose of Your Training 

Jonathan DeVore - Mar 13, 2018 3:43:14 PM

If you are planning a training session, I want you to pull out a piece of paper and a pen, and do 2 things.

Topics: Training- Teaching- Learning

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Inline Links - A Better Way to Reuse Content

Jonathan DeVore - Feb 13, 2018 11:13:00 AM

Sometimes, hyperlinks are scary. You ask yourself, "Do I really want to leave the page I'm on?" 

This is especially true when reading documentation, policies, procedures, and job aids.

If you see a link (like this link here) in a knowledge base article, you don't want to click on it because you don't want to leave the help article you're on. After all, if you leave, there's a chance you'll never find your way back.

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7 Expert Tips To Keep a Virtual Training Session Lively

Jonathan DeVore - Nov 16, 2017 10:15:11 AM

For learning to occur, two requirements must be met: 1) you must have a teacher who is ready to teach, and 2) you must have a learner who is ready to learn. 

Topics: Live Training

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Four Rules to Improve Your Training

Greg DeVore - Nov 1, 2017 9:40:51 AM

Are you getting ready to rollout a new CRM system, or to onboard some new employees? Here are four rules that will help you use ScreenSteps to improve the success of your training.

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3 Ways to Use ScreenSteps: Save Time, Eliminate Mistakes and Apply Knowledge

Greg DeVore - Oct 24, 2017 2:08:00 PM

ScreenSteps isn’t just a traditional knowledge base - it’s a tool for giving your employees all the information they need to do their job in the context of where they are working. Here are three examples of how we have been using ScreenSteps:

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Are You Helping Your Employees Succeed When They Forget?

Greg DeVore - Oct 19, 2017 8:17:00 AM

Why do we assume that we need to learn everything? Our brains can only hold and apply so much information.

Do we really want to limit our performance and the performance of our employees to what information we can remember and actually apply? Not if we want our team to reach its full potential.

But what if L&D changed its strategy from trying to teach more information to trying to help employees be successful when they forget?

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5 Thoughts on Teaching and Learning

Greg DeVore - Oct 17, 2017 8:44:00 AM

I teach. A lot.

I teach people that are very interested in what I have to say. And I teach people that don't care at all.

I teach people who are highly motivated to apply the information that I present. And I teach people who like what they hear but can't find the time to get around it actually applying it.

I teach big groups and individuals. I give lectures and I lead discussions. And I have to do it multiple times each week. Here are just a few principles that I have learned over time.

1. You cannot teach someone who is not ready to learn.

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