Preparation
Prepare and prevent, rather than repair and repent. (Anon)
When you’re thirsty, it’s too late to think about digging a well. (Anon)
Your role as a facilitator
In your role as facilitator, you will be using your skills, instinct and experience to decide when and where you might need to intervene in the training process. You have the background materials you need and we have given advice about the additional props to use, but there is no ‘script’ to which you must rigidly adhere as you will be required to respond to the developing situation.
You will know what you and the participants are hoping to get from the course, and rest assured you are not expected to be an expert in the subject of ‘customer care’ – this is not a prerequisite. ...
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