Products for designing, developing, implementing and evaluating your Human Performance Initiatives.

The Sales and Customer Service Training and Safety and Operating Procedures Training systems were designed for, and have been successfully deployed in, multi-national F-100 company environments. They are now available to any company wanting true global-quality training.

The products are designed to transfer best practice in Distance Learning scenarios, and are targeted at turning training department cost-centers into Learning and Development profit-centers. By restructuring training strategy to encompass both dissemination AND best practice capture, trainers become organizationally dynamic in profit-measurable interventions for closing skill gaps, competency upgrading, Leadership Development, talent identification and succession planning. This dynamic interaction refocuses training functions from a Return On Investment  driven strategy to a bottom line measurable Profit On Investment strategy.

Sales and Customer Service Course Development system

How it works  The trainee interacts with customer simulation videos and must make decisions and choose actions based on the spoken word and the body-language of the customer. You can transfer best practice when you find it; you can train new responses to customer complaints; you can teach how and when to question, negotiate or close in any face-to-face situation - and you can change the course in minutes if you find a better response to customer situations. More Information.....

Safety, Diversity and Operating Procedures Course Development system

How it works There are two types of course modules you can build: 1) The trainee interacts via a touch-screen or a mouse and must make decisions and choose actions based on the video or photo situation shown. You can transfer best-practice when you find it and you can train new safety or operating procedures with proven accountability.

2) The trainee selects the correct or incorrect picture from a series of 2, 3 or 4 photos either by touching a photo on the screen or by clicking one using a mouse. This type of module can be used for training and proving knowledge of safe and unsafe procedures, diversity training and training identification of correct and incorrect company operating procedures. More Information.....

2-Day in-house solution development and course production training at your company premises.

This is a two-day training course for any HR personnel and trainers who will be involved in course development using the Best Practice Transfer system. It's purpose is to not only maximize the utilization of the development system, but also to act as catalyst in pushing training solution development initiative to the trainers in the front line, and then capturing their solutions for development and best practice transfer.

Program:

Day 1:

• Setup and customization of course development systems on existing computer platforms including company logo insertion.
• Full training for all personnel in the use of the course development software and LMS. (learning management system.)

Day 2:

A practical day producing a customer-facing course and a safety/procedures course including:

• Obtaining stakeholder buy-in
• Building subject matter expert teams
• Analysis of competency deficiencies
• Analysis of best practice and common errors
• Structuring solutions
• Video and photo production and editing
• Production and deployment of the finished courses

Upgrade and Support package

We are continuously upgrading the course development systems as customers request additional features for particular applications. The Upgrade and Support package entitles you to receive the latest version of the program as it is produced and entitles you to unlimited Email support for any problems you encounter in producing courses, or any advice you need on how to structure solutions. Just go to our Contact Us page on this website and if we can help - We will.

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Custom Products

We also develop custom solutions. Please click on these links to see our Literacy Training  for Schools and our Healthcare Training  solutions.

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More Information - Sales and Customer Service Course Development

The Sales and Customer Service course development and training software is specifically designed to address customer facing competencies in both Sales and Customer Service roles. The competencies fit easily into any existing competency mapping framework and comprise the 5 essential negotiating competencies of Avoiding, Accommodating, Compromising, Collaborating and Confronting, and the 3 critical probing skills relating to Strategic Open Ended questions, Tactical Open Ended Questions and Close Ended Questions.

As the course uses videos of real people simulating the customer, the trainee has real time input to judge responses based on the verbal content AND the body language of the customer. 

Each time the trainee chooses a response, this Learning Management System information is collected and translated into a competency framework update so that a coaching report can be generated for the employees' manager. The coaching report targets managers to structure "Work-Withs" and "One-on-Ones" to maximize their coaching efforts around real capability gaps instead of the "Any problems?" One-on-Ones and observing the employee dealing with carefully selected compliant customers. The coaching reports also introduce accountability in coaching for the manager, as the next training module taken by the employee measures any change in competency, and therefore measures the managers' coaching competency and training needs. 

The captured trainee competency mapping data also produces best practice success profiles when employee performance is measured, which can be then be translated into on-boarding modules, recruitment profiles and competencies for best practice transfer. The training software also becomes a powerful recruitment tool, as, by putting a potential new-hire quickly through a few training modules, a competency profile is produced which can be compared with existing performance achieving competency profiles. 

The Learning Management System also includes a "strategy gauge" where each potential response choice is graded against corporate policy and acceptable corporate ethics to automatically produce an evaluation measurement of how close an employee is to the way the company wants to do business. Finally, the Learning Management System also includes a budget reporting facility. If, when signing employees on to the training system, the system administrator enters salary information, the LMS automatically captures cost of training information for each employee and updates the spend against budget report on-the-fly.

The Best Practice Transfer Ltd. Development and Training software has been designed by a trainer for trainers. The template-based module approach means that any trainer in your company who can point and shoot a simple video camera and can fill information into any red boxes on the screen can make interactive multimedia training modules with no technical skills whatsoever. Course development is therefore focused exactly where it should be - on gathering subject matter expertise relating to opportunities and problems and translating that expertise or best practice into meaningful, measurable competency training modules. The modular approach to course development also has two significant advantages. Firstly, each module is designed to address a specific competency in the competency framework, and each module becomes an available module in the center of excellence library that can be withdrawn and assembled with others into a full training or on-boarding course that is relevant to each individual employee's training need. Secondly, it mitigates the substantial cost of developing training courses that become redundant. In any changing environment, competencies have a significantly longer shelf life than procedures, and competency training modules can be quickly modified or replaced to reflect new thinking or best practice as it occurs. Empowering trainers to analyze training needs and opportunities, and then produce immediate training interventions in-house, not only motivates a training department, but also introduces accountability to demonstrate a measurable effectiveness and Return On Investment for all training modules produced as the learning management system reports any changes in trainee competency. 

More Information - Health, Safety and Diversity Course Development

With this in mind, the Safety Training software has been designed with a two-level decision and action strategy: 

The first level is to make one of three decisions - "Do Something", "Do Nothing" and "Tell Someone." It's purpose is to raise awareness of potential and observed safety problems, and to introduce accountability for action even if the safety problem is perceived to be "not my problem." 

The second level is choosing an appropriate action to follow the decision, and when both decision and action are correctly chosen without error, the employee is marked as qualified on the safety competency and is accountable for any deviation from the learned procedure. 

Operational procedures training uses the same decision / action strategy but whereas a single module can be a safety competency, generally a progressive series of "What do you do next?" decisions and actions comprise a procedure competency. Customized Safety Training Courses and Procedures Training Courses are cheaper and superior to generic courses, and by virtue of their direct relevance to your real operating environment, mitigate the financial litigation risks associated with non-specific training. 

The Training Software can also be used to develop courses based on the selection of correct or incorrect pictures instead of video. For Safety Training, the pictures are used in a "Which picture is correct/incorrect" mode, and in operational Procedures Training the pictures are used in a sequential mode such as "Which of these pictures indicate a low-voltage problem?...." "Which of these controls will adjust the voltage variation?... etc." 

All Safety Training and operational Procedures Training software has been designed for use either with a conventional mouse, or as a touch-screen system for employees with low computer literacy skills.

The Health and Safety Course Development and  Training Software has been designed by a trainer for trainers. The template-based module approach means that any trainer in your company who can point and shoot a simple camera or video camera and can fill information into any red boxes on the screen can make interactive multimedia training modules with no technical skills whatsoever. Course development is therefore focused exactly where it should be - on gathering subject matter expertise and translating that expertise or best practice into meaningful, measurable competency training modules. The modular approach to course development also has two significant advantages: 

Firstly, each module is designed to address a specific competency in the competency framework, and each module becomes an available module in the center of excellence library that can be withdrawn and assembled with others into a full training or on-boarding course that is relevant to each individual employee's training need. 

Secondly, it mitigates the substantial cost of developing training courses that become redundant. In any changing environment, competency training modules can be quickly modified or replaced to reflect new Safety or Operational procedures as they become necessary. 

Empowering trainers to analyze training needs and opportunities, and then produce immediate training interventions in-house, not only motivates a training department, but also introduces accountability to demonstrate a measurable effectiveness and Return On Investment for all training modules produced as the learning management system reports any changes in trainee competency.