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I want to know what the problem is, what is happening currently, and what results they expect before I ever began thinking about designing training since training is not always the appropriate answer.
How do you know when training is the appropriate answer?
As a Training Manager in a contact center, I was always of mixed emotions when a manager or director came to me saying “I need training for my group.” I loved that they were coming to me, and I loved the opportunity to design new training that meets a real need.