QUALITIES OF AN EFFECTIVE O-J-T TRAINER

No matter what type of new hire training process your Center has, it probably includes some form of on-the-job training (O-J-T). The success of your O-J-T program depends in large part on the quality of your O-J-T trainers. You can have the best training program on paper but if you don't have trainers that can present it effectively and "get the message out" the "message" will never be received and your trainees will not get effectively trained.

So, as a manager, what qualities should you look for when selecting your O-J-T trainers? Basically, you should look for individuals who have:

• Good communications skills
  • Effective O-J-T trainers have the ability to present information clearly & concisely. They also have good listening skills and the ability to provide timely & effective feedback (both positive reinforcement & constructive criticism).
• Patience
  • Patience when others make mistakes is a particularly important virtue for an O-J-T trainer. Individuals who can patiently train and counsel a trainee while at the same time work the phones & radio possess a rare talent and when you find O-J-T trainers who excel at it - keep them anyway you can!
• A desire to be a trainer
  • Effective O-J-T trainers want to be a trainer and enjoy helping others learn. Individuals who train others because "they have to" or "they didn't have a choice" do not make effective O-J- T trainers.
• A sense of humor
  • A sense of humor "lightens" the training process. Effective O-J-T trainers have the ability to laugh off some of the things that may and enviably do go wrong. They have an attitude that says "OK, it's a problem but it's not the end of the world - let's work on it".
• Trust in & respect for the ability of others
  • Effective O-J-T trainers recognize that trainees must have trust & respect in the ability of the trainer in order for the training process to be successful. They also recognize that trust & respect is contagious. They realize that by demonstrating trust & respect in their trainees' abilities the chances are very good that the trainees will, in turn, demonstrate trust & respect in their abilities as a trainer.
• Good work habits
  • Effective O-J-T trainers recognize that they are role models for expected performance & behavior in the Center. They project a neat appearance, get to work on time, and put in a "full day's work for a full day's pay".
• Good technical knowledge
  • Effective O-J- T trainers have a solid record of good call-take and dispatch performance. They understand both the "technical" and the "human" side of the job and bring to the training process practical wisdom based on actual experience.

Individuals who possess the above qualities have the potential to be effective O-J-T trainers. However, just because someone has the "right qualities" doesn't mean that they are going to automatically know how to functionally apply these qualities in the training process. They have to be trained in the basics of effective training and in how to conduct your O-J-T training program. Send them to generic "Train the Trainer" classes or seminars to learn the basics but also train them in-house in EXACTLY how to train YOUR O-J-T program. This is particularly important in O-J-T training where you want to make sure ALL trainers are training the SAME material in the SAME format with the SAME trainee performance expectations.

By selecting O-J-T trainers with the qualities of an effective O-J-T trainer and then providing them with comprehensive training on how to functionally apply these qualities to train others, you'll greatly enhance the success of your on-the-job training program.

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