Thursday, July 09, 2009

Post CC Training Thoughts (Part 5): Realizations from Being in Someone Else’s Shoe

Having given the opportunity to visit ExcelAsia days after my training with them had been completed have made a mixture of feelings inside of me. I am happy because I’d be seeing some familiar faces again (most notable among them are those of the trainers), as well as new ones (those of the new trainees). On the other hand, I feel nervous because of two things: 1) I’ll go there alone, and 2) I don’t actually know what I’m going to do when I get there.

I went there the same time I usually go there, an hour before the time. I felt great in seeing the trainers again, and I am both flattered and grateful with their glad faces and usual lively spirits as they welcomed me back to ExcelAsia. Honestly, that was one of the things that I missed after the training, considering that for a while now, I’ve been looking for those kinds of environments, but to no avail.

Roanna, my trainer invited me if I would want to talk to her “new kids”. I gave in to the request and I suddenly found myself standing in front of the training room, looking at a crowd that I never actually seen until that time. I was a total stranger to them, and vice-versa; but I suddenly had this flash of thought and again, I found myself talking to them about things that they should know, and about what they’re going to face for the remaining days of their training. Experiences were shared, insights were said, advices were given…and it never stopped there.

After I talked with Roanna’s new class, I thought my role there was over. I was hoping that I would be allowed to just sit and listen to the class, but I was invited to talk to Noel’s class. After sharing my thoughts with them, it turned into a casual conversation; so much as with them asking for my age. People were deceived once more as they thought that I am already at my 30’s or late 20’s (I’m not hurt at all, I usually get the same remarks from other people).

Last but not the least; I was invited to Camille’s class. They were a bunch of quiet people (but I personally believe that there’s more to them…). The same thing happened, I talked to them, questions were raised, and thoughts were exchanged. After all of the talk, I was asked by Roanna to at least help her “kids” with the call simulation exercise. I was able to practice 2 people, and after which, I was called by my parents to go home already. Tough luck, I guess…I sure hoped that I could have stayed longer.

With all of these experience crammed up in just 6 hours or so, I came to realize some things, and I wish to at least go through them in passing, so please bear with me in this write-up.

First of all, somehow, I now have a simple (definitely not full) understanding of the reason why the trainers do what they do. Of course, as their designation suggests, they’re supposed to train people. But there’s more to that. My point is this, unless you’ve gone in their shoes (allegorically speaking), you’ll never know why. I’ve been in their shoes for a little time, but out of it, I’ve learned so much. Maybe you’ll know it, but only in the level of the head. I am still, until now, so grateful and humbled with the opportunity, trust, and confidence given by Roanna, Noel and Camille, by letting me share my thoughts and experiences with their trainees.

Second, I realized even more that maybe; dealing with people is my real “calling” (if that’s how you must put it). I can honestly tell you that as I was there in front of the training rooms for three times, talking to different people, I can’t help but be both somehow amazed at myself (for doing something that I don’t normally do) and with the people listening. There had been instances where the trainees would approach me and ask from me certain tips on dealing with call simulations, and I can’t help myself but to be of service to them. I felt great for a short time that was given to me, and I’m telling you, I’ll be looking for more.

Third, a conversation between me and a certain trainee from Noel’s class (I’m sincerely sorry, I forgot to ask for your names), gave me an idea on how to improve self-esteem. At a certain point of our conversation, he mentioned the saying “If they can do it, I can do it”. Suddenly, I uttered out, “Would it be great if you say that in a different way, like…If they can do it, I can do it…BETTER”. And from there, I started to motivate them even more. I sure just hope it reaches them, and everyone else that I’ve talked to during my visit.

Fourth, what I did was just a small part as compared to the trainers who had been there for quite some time now, and who have done so much for that time they have started training those who wish to work at the call center industry. But in spite of that, the feeling of doing something that you really like makes it so big. I sure enjoyed and loved what I did, and I would love to share even more (as long as opportunity would give me).

With everything that’s been said and done, I am happy that I visited ExcelAsia (and I hope I’ll have a chance to do that again soon). Again, I sincerely thank Roanna, Camille and Noel for giving me a chance to share my experiences and myself with them and the others. All the best for the trainees…More power to ExcelAsia :)

Saturday, July 04, 2009

Post CC Training (Part 4): Placing your Best Foot Forward

For every batch that trains at ExcelAsia, the first day is always one of the important days that they look into. For what reason, if I may ask? Imagine a large group of people in front of the building waiting for their scheduled time for training (that which they received after they were interviewed a few days back), may it be for the 6 a.m. or 2 p.m. shifts. These groups of people may be totally strangers to one another, or some may have been acquainted with one another at some point in time prior to the start of the training. But with all of these works of the imagination going on, my point here is this, in a form of a question: How do these “strangers with one another” become “acquainted” and become “close” throughout the course of the training?

The answer is simple, and I would like to assume that those who would be reading this would definitely have some idea of the answer. But the point that I want to dwell in this thought work right now is the usual manner with how “connections” such as friendships are made. The clue: it’s there in the title of this write-up. Yes, it’s placing your best foot forward.

Going back to the scenario at the first paragraph, let’s just say that there had already been acquaintances between the trainees at ExcelAsia. But what separates those with some friends with those who are flocked with so many? Yes, it may be true that “first impressions last”, this situation included. However, as I’ve mentioned, placing your best foot forward can be the key. I personally believe that this thought of placing your best foot forward applies not only with establishing connections such as friendship. Rather, it can also be used as a “food for thought” in preparation for the world of work…and that’s something we were helped to prepare for, right?

For the trainees who had finished their course with ExcelAsia, and for those who are training at this moment, can you think of one of the activities during the training that perfectly fits as a helping hand, a primer for our entrance to the world of work (in the call center industry, if I may be precise)?

The Mock Interviews…As one of the former trainees at ExcelAsia, I can say on a personal note that for some of my co-trainees, this is one of the activities where they feel panic or fear, even after days at training. I’m not really sure why, but honestly, I was one of those afraid trainees before. But in spite of fear to face the mock interviewer (that is, our trainer and any trainer for that matter) would never forget to remind us that this is the one of the crucial steps in employment (in whatever kind of job). Why crucial? It is because whatever we do or say in our interview after training would definitely create an impact towards the interviewer, who would then later on decide if the one interviewed is worthy to have the job.

Yes, the exam and anything and everything that’s under procedure before employment is important, but with the interview, the interviewee (that is, the job seeker) will have the chance to make an impression as well as prove and back-up whatever the results of the exam may be. Plus, it’s your time to “put your best foot forward”.

I hope that those who had gone through the interviews (and were hired), that you’d still “place your best foot forward” once at work. And for those who are still training and are still looking for the opportunity for work, think of ways and means to “place your best foot forward”. Remember, our trainers are preparing us (or have prepared us already). It’s time for us to do our part.

To end this little write up, let me just quote something that Roanna shared to our class that helped me to “place my best foot forward”.

“Always remind yourself that an interview is just like a friendly conversation. The interviewer wants to be your friend. What you just need to do is to win him over”.