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* Each session is two days long, running 6.5 hours per day
* Sessions run up to four          times a year
* Two facilitators per session
* Minimum eight participants
* Maximum 16 participants
* Based in the behaviourism and cognitivism learning theories

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* Personal Review: Sitting in on a session, noticed engagement was low due to lack of excitement in the visuals being presented.  When I inquired with participants, they mentioned the program felt old and outdated, as facilitators only made use of flip charts and videos.  They mentioned that even with the implementation of power point, the session may have been more exciting.
* Smile sheets that were collected at the end of sessions made illustrated that they activities were the most enjoyed aspects of the session, and they would like to see more. Bringing technology into the workshop will free-up time and allow us to include more relevant activities to assist in breaking up the days.
* Aligning with our organizational goals and wanting to be more environmentally sustainable, we have the support of HR Department and Executive Team to come up with ways to make the proposed changes (listed under the Bringing the Training Session into the Future) a reality.

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Bringing the Training Session into the Future

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Bringing the Training Session into the Future

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* Be more environmentally sustainable
*Offer session to be done over zoom
* Save on transportation
*Locations all across Southern                                               Manitoba
*Cut down on use of paper
*Elimination of flip charts
* Send out electronic participant                                             guides
* Make use of participant surface                                          (most employees have a                                                       surface or smartphone that can                                           be used for work purposes to                                              help reduce paper, we can take                                            advantage of this)
* Incorporate teaching technologies (Technologies and when to use them)
* Powerpoint
* Kahoot! for quiz and knowledge retention
* Wooclap Interactive platforms for sharing                        ideas
* Piktograph  to replace flip charts                                         for activities

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* Flip Charts
*Presentation tools for facilitators
* Activities for participants
*Made in advance with necessary                                    headings for the given activity
* Videos for key concepts surrounding service of internal/external members and putting yourself in the members shoes
* Participants guide: printed paper copy approximately 176 pages

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* Facilitators have to go through train the trainer prior to running a session
* Currently, two of the three trainers have been facilitating the course since implementation in 2014, and the third trainer joined the ranks in early 2018
* All trainers are comfortable using technology, one is more tech savvy when it comes to creation than the others
* All trainer have problem solving skills when various technologies malfunction during sessions, backup plans are in place; issues with audio and visual during attempts to play videos

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* Workplace training taking place in our corporate office at the Stanley Business Park in Winkler, Manitoba.
* Held in Corporate Board Room: 20 seats

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* A+ Member Service Training is given to all staff members of ACU, once they have been employed 6 months or more
* Participants reside in Southern Manitoba and vary in age, gender, cultural background, tech savvy, service experience, and position within the organization; from entry level to executive team

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Objectives and Outcomes of the A+ Member Service Training Sessions

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Objectives and Outcomes of the A+ Member Service Training Sessions

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* Enable participants to: create and develop delighted, full relationship, profitable, lifetime members.  This is achieved by developing an understanding in:
* Recognizing Moments of Opportunity
* Putting yourself in the members shoes
* Understanding the Positive and Negative                                  Ripple Effect
* Knowing a Members Psychological                                             Needs  - the 3 C's
*  Comprehending the Three Dimensions                                        of our Job as an Organization
* Ability to Read The Performeter - Gauging                                   Member Expectations
* Articulating Why do Business with Us -                                      Growing our Business
* Illustrate The Winning Play
* Identifying Member PNO's
* Knowing the Five D's of Discovering                                            Solutions
* Understand the Roles Questions Play
* Ability to Articulate Features and Benefits
*Bringing it all Together
A+ Providing Lasting Unrivaled Service: Member Service Standard, Facilitators Guide