Training manual: [Role or process]
How to use this template
Write one module per task a new person has to learn, in the order they'll need them. Write each procedure while you watch someone who does it well: the step is what they do, the key point is what makes or breaks it (a check, a safety point, a knack), and the why lets a trainee handle cases the manual doesn't cover. Copy Module 1, from its heading down to the divider under it, for each module.
For practice, use a realistic task with sample data, never live customers or systems. The trainer shows it once at normal speed and once slowly, naming the key points; the trainee then does it while explaining each step aloud, and again alone until they no longer need the manual open. Sign a module off only when they can do it without help.
Give the manual an owner and a review date, and add a line to the revision history whenever the process changes.
This manual trains [role] to [what they will do on their own]. Work through the modules in order. Your trainer signs off each module when you can do it without help.
Audience | |
Before module 1 | |
Format and time | |
Trainer | |
Version | |
Owner | |
Next review |
Modules
Module | By the end you can | Time | Assessed by |
1 | |||
2 | |||
3 |
Module 1: [Title]
Objective | |
Why it matters | |
Have ready |
Procedure
Step | Key point | Why |
1. | ||
2. | ||
3. | ||
4. |
See a step written well
Step: Read the order number back to the customer.
Key point: Read it digit by digit, and wait for a yes before you search.
Why: A wrong number pulls up someone else's order, and a refund can go to the wrong account.
A step for an exception: If the order is over 30 days old, transfer the call to billing instead of issuing the refund yourself.
Practice
A realistic task with sample data, never live customers or systems.
Assessment
What the assessor can watch, or check afterwards.
Troubleshooting
Problem | Likely cause | What to do | Ask |
Quick reference: [most frequent task]
Stuck? Ask
Glossary
Term | What it means here |
Sign-off record
Result: competent, or not yet.
Module | Trainee | Assessor | Date | Result |
1 | ||||
2 | ||||
3 |
Revision history
Version | Date | Author | Change |
1.0 | First issue | ||