A Note from Ruby Read More Train The Trainer Workshop with Ruby Read More New Year's Sale Read More Feature Article: "Seven Mistakes to Avoid when Setting Up Training" Read More Help Ruby name her BLOG Read More Make Your Own Stamps Read More Ruby's Schedule Read More	January 30, 2007 Volume 4, Issue 1 Sign up for this Newsletter or Read Past Issues
"Helping organizations make exceptional customer service a way of life through consulting, training and keynotes."

Here is a great shot of the view from the patio of World Headquarters in Littleton.
This was taken New Year's Day.

Train The Trainer Workshop with Ruby
March 20-21, 2007
Rolling Meadows, IL
(Registration open to anyone)
Sign up for info about Train The Trainer or download the preliminary brochure

Space is limited so please register as soon as possible.

In two days Ruby will teach you how to present in front of any group and you will leave with a game plan for your next staff orientation.
Visit www.RubySpeaks.com/TrainTheTrainer for for more information

To start 2007 off right, Ruby is offering a special one week discount on all of her products!

This includes any current products I am selling on the web. But you need to hurry! This special discount is available only for one week! When you order off our web site, your 20% will be calculated in the last stage of your purchase. To get your 20% discount you must click here first. Your discount will be applied during the last step in the check out process. New Year Sale

What plans do you have for this year? Have you decided to "engage" your employees or just hope they choose to show up everyday?

Here are some tips that I will cover in the up coming two day Train the Trainer program:

We have all attended training sessions that made us wish we were at the dentist getting a root canal instead. But what makes a program so miserable? Here are a few mistakes trainers make and how to avoid them.

Mistake #1 - Sending the "Mandatory Memo" for staff training
Invite staff to attend and let them know why the training is taking place and why their attendance is important. Get them excited about attending. Training should be an opportunity not a punishment so create a learning culture where employees embrace staff development. Recognize new hires with a special orientation designed just for them.

Mistake #2 - Doing the same old stuff year after year
It has been said that sometimes organizations "Breathe their own exhaust." Although I think that is a little harsh, I certainly understand how some folks get in a rut and just don't know how to do something different. Some take the philosophy that "We have always done it that way." And I bet their staff is sick and tired of it. Involve the attendees in the training. Have group activities that engage everyone to their comfort level. Not everyone likes to get up in front of a group and share so have different ways to involve them. A small discussion group where someone reports back to the group is more accommodating and productive.

Mistake #3 - Not inviting employees to be part of the mission and vision of the organization.
Sometimes so much time is spent on the rules and regulations for employee behavior; there isn't time left during the orientation to lay out the big picture goals of the organization. A successful orientation will provide an over view of what the company is all about. The true test is to ask participants after the training "What is the goal of our company?" If they can't answer that succinctly, you need to work on what you have told them and improve how it was delivered to make sure they "Get it."

Mistake #4 - Not designing the training to reflect your expectations of their responsibilities and actions
First assess what tools employees will need to succeed. Then invite key leaders at every level to be involved in the planning of the program. Review problems staff members have encountered in the past and develop guidelines to help them avoid those difficulties in the future.

Mistake #5 - Lecturing to employees on and on
Presenters think that just because they "told them" that employees will do what they cover in the training. Adults can only listen as long as their bottoms can endure. Get creative with the presentation and make it fun. Participants appreciate a variation in delivery and will learn better from interaction.

Mistake #6 - Presenters have to deliver material in a way that helps the listener understand it
Just because presenters have done the job doesn't mean they know the best way to teach others how to do it. A good presenter studies adult learning and presentation skills to promote maximum knowledge transfer. Some presenters truly do not know to adapt the material for different age groups or scenarios. This lack of training awareness causes some attendees to tune out and miss the key points.

Mistake #7 - No follow up or Recognition Program
That which is not reinforced disappears. Decide what is really important and then reinforce it every chance you get. Create a staff recognition program for the end of the year or the end of the season to celebrate everyone's accomplishments. Make sure you have recognition set up along the way that keeps them motivated every day. It doesn't have to be something big, just a simple acknowledgment can go a long way. For a great resource, sign up for monthly staff recognition tips at http://www.baudville.com/tipsignup.asp Baudville offers great motivational ideas that are sure to inspire your staff.

When you take steps to avoid these mistakes you can create a culture where employees come on board, like their job and stick around. Remember how first impressions can last forever.


"The relationship we have with our people and the culture of our company is our most sustainable competitive advantage."
- Howard Schultz, chairman and chief global strategist of Starbucks, in 2002

"My biggest fear isn't the competition, although I respect it. It's having a robust pipeline of people to open and manage the stores who will also be able to take their next steps with the company."
- Jim Donald, president, Starbucks North America in 2005

© 2007 RubySpeaks, Inc. You are free to reprint or share this article providing you include Ruby's copyright information, leave it unaltered and include Ruby's contact information on the page.

Ruby has discovered the convenience and fun of creating your own personalized postage stamps right from your own computer!

Here's an innovative way to turn your favorite pictures into stamps.

Visit stamps.com and get your very own PhotoStamps!

Feb. 3-4, 2007	Orientation Observation and Consultation, Six Flags Corporate Dallas, TX
February 8, 2007	KLCSP National Management Meeting Englewood, CO
Feb. 9 - 11, 2007	Presenter, National Speakers Association Educational Workshop Denver, CO
Feb. 12, 2007	Presenter, Nationwide Marketing Group Orlando, FL
Feb. 16 - 18, 2007	Workshop Leader – Train The Trainer for Six Flags Theme Parks Dallas, TX
Feb. 19, 2007	Trainer, Bernalillo County Parks and Recreation Albuquerque, NM
March 7-8, 2007	Presenter, California & Pacific Southwest Recreation & Park Training Conference Sacramento, CA Mar. 7: 10:30 am - Noon The Secrets to Keeping Our Customers Happy Mar. 7: 1:00 - 2:30 pm How to Work Effectively With Your Boss Mar. 8: 8:00 - 9:15 am How to Attract and Select Great Employees!
March 12-13, 2007	Presenter, Utah Recreation and Parks Association Annual Conference Utah
March 14, 2007	Workshop Presenter, Denver Metro Chamber of Commerce Session Title: Seven Star Customer Service Denver, CO
March 20-21, 2007	Workshop Presenter, Train The Trainer (open to anyone who pays the registration fee) Rolling Meadows Park District, IL
March 28-30, 2007	Presenter, 25th Annual Tri-State Camp Conference Atlantic City, NJ

Recognized as a leading provider of staff development programs for the Leisure Industry, Ruby Newell-Legner has designed and presented more than 1600 programs in nine countries.

Ruby offers customized learning programs, targeted to supervisors and front line staff. As an award-winning, international speaker, Ruby works with organizations to build better relationships: from front-line employees to customers, from co-worker to co-worker, and from supervisors to the employees they supervise. She helps participants refine skills that make relationships work.

Whether you are building a new team, or looking to rejuvenate your existing staff ... Ruby can help. To check Ruby's availability, call today at 303-933-9291 or send us an e-mail Info@RubySpeaks.com

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