7.4 Support individuals and groups in their use of learning materials.

Table of Contents

1. Types of support
   1. Support roles
   2. Coaching
   3. Mentoring
   4. Significant influences
   5. Mentor qualities
   6. Training
2. First line ICT support

Training

Training is more directive than either coaching or mentoring. It involves the learners receiving input from the trainer in the form or instruction. Training is always specific and may be long or short term. The trainer is your role! This unit explores the skills you require and the methods you may use to deliver direct training to the learners.

As the trainer, you must consider the ways in which coaches and/or mentors could contribute to the progress of your learners. You must exercise care in the choice of staff to undertake the coaching/mentoring role. As well as having the necessary work-related knowledge and skills, they must be in a position to devote time to coaching/mentoring and should be able to develop a real rapport with your learners.

1

Coaching, Mentoring or Training Here are some learning situations. For each decide if you would describe it as coaching, mentoring or training. Give the reasons for your choice. 1. Bill has been trained on the latest Freedom of Information legislation. He prepares a summary of what he has learned, issues this to a group of three colleagues and answers their questions on it. 2. Annie is working on the service desk in the library. She is entering data into the circulation system. Melanie notices that she is doing this in a rather inefficient way. Melanie assists Annie to learn a speedier method which is possible with the latest version of the software. 3. Fred is asked to work with Sasha, a newly recruited member of staff. He must provide support and advice to her through her three-month induction period. 1. This involves training. Bill has gained knowledge which he seeks to share with his colleagues. There is a structured discussion session based on his printed handout material. He has a specific objective that the learners will understand the key changes to the legislation. 2. This involves coaching. It is short term and occurs in a real work situation. It demonstrates one of the traits of a good coach - Melanie has spotted a skills gap and addressed it quickly. 3. This involves mentoring. There will be specific objectives for Sasha's induction period and Fred will underpin these by developing a supportive relationship with Sasha over a period of months. We imagine that he will have an overview of Sasha's work experiences, discuss what she is learning from these and suggest how she can build on this.

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