Facilitator Training

Plan and prepare for training sessions Deliver lessons effectively to adults Use different teaching methods Assess learners fairly and give feedback

Instructor

Shirwin Mudaly

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Description
Curriculum
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The Facilitator Training course provides participants with the skills and knowledge to plan, conduct, evaluate and reflect on learning interventions in various contexts (corporate training, workplace facilitation, adult learning). It emphasises facilitation methodologies, learner‑centred techniques, planning and evaluation of sessions, group dynamics, and use of various learning resources.

Students learn how to:

Analyse learner needs and context
Choose and apply appropriate facilitation methods
Facilitate adult learning sessions effectively
Evaluate the effectiveness of facilitation and learning interventions

Introduction to Facilitation

Module 1

1

Introduction to Call Centres
0-2hrs
1.       Understand the role and function of a call centre in business operations
2.       Demonstrate effective telephone etiquette and customer service skills
3.       Handle customer inquiries, complaints, and objections professionally
4.       Use active listening, empathy, and communication techniques effectively
5.       Manage stress, time, and performance in a call centre environment
6.       Navigate CRM systems and call centre software confidently
7.       Apply best practices for inbound, outbound, and blended call handling
8.       Understand metrics and KPIs that drive performance in call centres

Module 2

2

Professional Telephone Etiquette
0-2hrs

Module 3

3

Communication Skills
0-2hrs

Module 4

4

Customer Service Excellence
0-2hrs

Module 5

5

Call Handling Techniques
0-2hrs

Module 6

6

Call Centre Technology
0-2hrs

Module 7

7

Sales and Upselling Techniques (if applicable)
0-2hrs

Module 8

8

Stress & Time Management
0-2hrs

Module 9

9

Call Centre Metrics & KPIs
0-2hrs

Module 10

10

Role Plays & Call Simulations
0-2hrs

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Course details

Lectures 10

Level Level 5

Basic info

Objectives

Understand the facilitation role and the adult learning context
Prepare and plan a learning intervention, including selecting methods and resources
Conduct facilitation sessions using appropriate methodologies and manage group dynamics
Evaluate the facilitation process and outcomes (including gathering feedback and reflecting on improvement)
Apply facilitation in a variety of occupational settings using the South African outcomes‑based system

Course requirements