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    Twisted Training: Expert Advice from an International Award-Winning Designer of Training Programs
    Twisted Training: Expert Advice from an International Award-Winning Designer of Training Programs
    Twisted Training: Expert Advice from an International Award-Winning Designer of Training Programs
    Ebook93 pages56 minutes

    Twisted Training: Expert Advice from an International Award-Winning Designer of Training Programs

    By Janet Lynn Miller

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    About this ebook

    Twisted Training is an experience that will take you by storm!

    Its more than an instruction book; its a treasury of stories, cutting edge techniques, and ideas that will stir things up in your workplace.

    Here is some of what you will learn:

    What it takes to create, build, and implement successful training programs that will leave your employees begging for more.
    The importance of un-wrapping the gift of hospitality within your employees and within yourself.

    How to teach your staff to create world-class service one day at a time, one guest at a time.
    Recognize dominant and sub-dominant personality traits that will aid in the selection of employees.
    To create themes that build teams.
    LanguageEnglish
    PublisherAuthorHouse
    Release dateOct 28, 2005
    ISBN9781467069120
    Twisted Training: Expert Advice from an International Award-Winning Designer of Training Programs
    Author

    Janet Lynn Miller

    Janet Lynn Miller is a wife, mother, speaker, author, and church youth leader, who loves to help, encourage, and motivate others to reach their highest potential.    Her creativity, warmth, and passion shines through in every part of her life.   Janet is a leading expert in the field of training design and hospitality in the park and attraction arena.  She has over 16 years of ongoing direct experience in guest service and is a seven-time IAAPA award-winning designer of training programs.  Janet is internationally known as a creative designer of orientation, supervisory, guest services, recognition, and experiential training programs, using theme-based initiatives and direction.  She is a highly energetic, motivational, and experience-driven trainer with a passion for people.  She is a member of ASTD, the American Society for Training and Development, and a member of IAAPA, the International Association for Amusement Parks and Attractions.  In 2004 Janet teamed up with several trainers from Disney, developing a presentation for the American Zoological Association Conference highlighting her award-winning programs.   Janet’s professional career began in 1989 as a front-line employee at Cleveland Metroparks Zoo where she worked her way through the Guest Services Division as a Tram Driver, Guest Services Associate, Cashier, Receptionist, Secretary, and Training Coordinator.  Janet is currently part of the Cleveland Metroparks Diversity Team, serving as a training facilitator.  Janet served on the 2002 IAAPA Human Resources Committee, and she currently serves on Cleveland Metroparks Personnel Committee and Employee Incentive Taskforce.  Her experience and knowledge of park operations, along with her hospitality skills and creative talents, have formed a solid foundation for Janet as a designer of training programs.  She is using her ability to develop interactive tools for learning that truly prepare people for service.  Her cutting edge experiential learning programs are changing the way we look at training throughout the industry.  Paramount’s Carowinds in North Carolina hired Janet to facilitate a program for 500 of their returning staff and gave her rave reviews.  In 2002 Janet formed her own company, Right Track Training, and is taking her talents on the road to explore the concept of using themed, experiential learning around the country.    Janet is actively involved in her community and is a Youth Group Director to junior and senior high youth.  Janet leads a team that attends conferences, mission trips, and servant events around the globe.    Janet shares her passion for youth work with her husband, Rich, and two grown children, Jennie and Chris.    Janet’s philosophy of life is simple: It comes from the Book of Matthew 19:26 … “With men this is not possible, but with God ALL things are possible.”

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      Book preview

      Twisted Training - Janet Lynn Miller

      © 2005 Janet Lynn Miller. All Rights Reserved.

      No part of this book may be reproduced, stored in a retrieval system, or transmitted by any means without the written permission of the author.

      First published by AuthorHouse 10/19/05

      ISBN: 1-4208-8727-0 (sc)

      ISBN: 978-1-4670-6912-0 (ebk)

      Twisted Training

      Creative Training Solutions

      That Enhance the Guest Experience

      Introduction: Hello and Welcome!

      In these pages you will discover what it takes to create, build, and implement successful training programs that will leave your employees begging for more. The excitement is contagious and the results will blow you away!

      This book will provide you with expert advice in finding, selecting, and training employees who will engage your guests, provide exceptional guest service, and be a positive reflection of your place of business.

      • You will learn to uncover your passion for people.

      • You will learn the importance of un-wrapping the gift of hospitality within your employees and within yourself.

      • You will learn how to teach your staff to create world-class service … one day at a time, one guest at a time.

      • You will learn how to recruit the right people who match the needs of your organization.

      • You will learn techniques in discovering dominant and sub-dominant traits which will aid in the selection of employees.

      • You will learn where to target your training directives and to create training materials and tools which re-enforce learning.

      • You will learn how to design customized experiential- themed training programs that will engage your employees and help them retain what they have learned.

      • You will learn how to build employee incentive programs that really work.

      • You will learn how to create leaders from managers and instill a vision of quality service.

      • You will learn how to create themes that build teams.

      • You will learn the importance of ice-breakers.

      • You will learn how to elicit audience participation.

      Before you can build successful training programs, some soul searching needs to take place.

      This book will explore where your passion lies and force you to make some choices. Uncovering our purpose and using our experiences and skills, shape us and define who we are.

      Once we explore where we come from, then we will be on the right track to directing our thinking, and to building a foundation of service that will stand the test of time.

      Thanks for coming with me on this journey and be ready for lots of twists and turns along the way.

      Contents

      Chapter 1

      Chapter 2

      Chapter 3

      Chapter 4

      Chapter 5

      Chapter 6

      Chapter 7

      About the Author

      CHAPTER

      1

      Hospitality Is Key

      A guest never forgets the host that treated him kindly.

      Homer

      Making People Feel Welcome Is an Art

      Imagine if you will, stepping into a world where people are welcoming and attentive to your needs – a place of hospitality that reaches deep down and stimulates your senses. A place that caters to YOU!

      Hospitality can be created EVERYWHERE people go: In our homes, in parks, restaurants, movie theatres, corporate offices, and churches. It takes a lot of hard work to make it happen, but when friendly, sincere hospitality is achieved, the results will be memorable for everyone.

      Since our goal is to create exceptional service for our guests, you need to start with your employees.

      If you truly expect them to honestly represent your park, restaurant, hotel, retail store, or any business for that matter, then start by making their first contact with your business an impressive one.

      My advice to you is to see yourself from the eyes of someone who is experiencing your organization or park for the first time. What will be their impression of both you and your place of business? What about the surroundings of the meeting place? How smooth was the introduction? Do this every time you enter a room, greet someone, talk to someone on the telephone, or visit a place you’ve been a hundred times. Take the time, and do some planning so the experience will make a positive memory.

      What does true hospitality feel like? This might sound like a crazy question, but think about it for a minute. When was the first time you really felt welcomed or at home when you visited a new place? Did it create a lasting memory for you?

      As a child, I remember visiting a distant relative down south. Having never been away from home, I was both excited and a bit anxious. The trip seemed very long, and I couldn’t wait to stretch my legs and get some fresh air.

      Visiting a second cousin of

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