4. Develop agenda for workshop and arrange time to meet with managers to workshop implementation of agent training. Arrange for the assessor to observe workshop
5. Lead team workshop with managers. Ensure you:
a. set and complete objectives for workshop; determine how to ensure effective training of agents
b. assign roles for each manager
c. model ethical behaviour and encourage ethical behaviour in team
d. use an appropriate leadership style to achieve objectives
e. discuss organisational requirements such as legislation
f. provide support for team as team generates ideas for how to produce effective training
g. model innovative methods to generate ideas for training agents and achieving training objectives; for example, brainstorming, fishbone diagrams, 8Ps, flowcharting
h. discuss, suggest, demonstrate and encourage innovative approaches
i. provide constructive criticism, advice
j. discuss leadership styles to be employed by managers in training
k. discuss budget for training
l. take notes from workshop to evidence participation