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Getting Started: Setting Your Agendas for Training
You need to train your staffers, and you want to do it in a group setting. There are two things you can do to make the task easier and the final results more effective. The first is to prepare a formal agenda before the meeting. The second is to allow your staffers, at the beginning of the meeting, to set an agenda as well--a private agenda.
The formal agenda
What is a formal agenda? It is the heart and guts of your presentation.
Suppose you need to improve staffer phone communications with customers who may or may not be familiar with your company. You will go about setting up your agenda by doing one or more of the following:
* Listening to your people talk to customers.
* Getting employees to tape their conversations with customers.
* Calling customers to find out how they are being …