Skill transfer by Robert C. Davis and Associates: The doing phase of the skill transfer process for contact centers

Five-part series

Part 1 | Part 2 | Part 3 | Part 4 | Part 5

By Brad Baumunk, President and COO

Here’s my next post in my series about our proven skill transfer model for contact centers.

Some people love to practice and try new skills. Others don’t. As a leader, you must be persistent during Step 3 of the skill transfer process – Practice with Coaching. Remember, people learn 90 percent of what they do! Practice is the doing phase of the skill transfer process.

In the practice with coaching step, remember:

  • Make it safe to make a mistake.
  • Be totally non-critical at the beginning and increasingly constructive as the team improves. Give constructive feedback in baby steps.
  • Be prepared to give several demonstrations if the trainee needs more help in learning. Talk less, demonstrate more.
  • Praise every improvement you see. Look for the positive.
  • Be persistent. Remember, repetition will create results.
  • Continue practicing until you feel the trainee has achieved acceptable competence in the new skill.

Next we will look at Step 4 – Observe. Until then, here is a quote reinforcing the importance of practice and repetition.

“The four laws of learning are explanation, demonstration, imitation and repetition. The goal is to create a correct habit that can be produced instinctively under great pressure. To make sure this goal was achieved, eight laws of learning were created, namely: explanation, demonstration, imitation, repetition, repetition, repetition, repetition and repetition.”

– John Wooden

Let’s have a call to talk more about Robert C. Davis and Associates’ proven skill transfer model (including explanation, demonstration, and practice with coaching) and how it can be of high value to your contact center operation.

Robert C. Davis and Associates
Bob Davis, Founder and CEO | 678-548-1775 | bob@robertcdavis.net
Brad Baumunk, President and COO | 512-695-2511 | brad@robertcdavis.net

Five-part series

Part 1 | Part 2 | Part 3 | Part 4 | Part 5