Staples Soft Skills training and sustainment program

 
 

Summary:

Staples needed a fully immersive soft skills training experience for their customer service support team. They needed a virtual instructor led training program, knowledge base articles and coaching guides to support the agents and their coaches. I was responsible for building out 10 lessons for facilitators, training the facilitators how to use materials, building out roleplays and scenarios, and developing a comprehensive sustainment program. This program included knowledge articles, job aids, and coaching guides.

Project info:

    • Interviewing SMEs

    • Classroom facilitation development

    • Assessment and scenario development

    • PowerPoint development

    • Graphic design

    • Audio recording/production

    • Train the trainer (led by me)

    • PowerPoint,

    • Adobe Creative Suite

    • Audacity audio software

    • Camtasia

    • Word

  • The output for this project was in three parts:

    • Facilitation decks

    • Job aids and guides

    • Knowledge articles

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Example facilitator notes indicating slide flow, purpose, and animation timings

Example facilitator notes indicating slide flow, purpose, and animation timings

Built in prerecorded audio scenarios for class discussion

Built in prerecorded audio scenarios for class discussion

Activity built to bridge the gap between established processes and soft skills

Activity built to bridge the gap between established processes and soft skills

Facilitator slide for problem solving demonstration

Facilitator slide for problem solving demonstration

Branding for each section of training

Branding for each section of training

Agent reference guide for skills recall

Agent reference guide for skills recall