How to Get Your Customers Swearing by You, Not at You: Telephone Doctor's Guide to Customer Service Training

Resources: Where Do I Find the Good Stuff to Help Me?

Ancillary Materials

In training, the term ancillary materials usually means the “stuff that comes with the program.” So when you purchase training materials (or adapt or create them), verify that you have the ancillary materials needed. Webster says it more eloquently by defining ancillary as “that which supplements.”

Ancillary materials may consist of a facilitator’s guide, attendee workbooks, overheads, audio recordings, DVDs, flip charts, handouts, desktop reminder cards, and any other item that successfully enhances the training.

Their purpose is to

•   enliven instruction;

•   break up lectures; and

•   reinforce important points of the training.

However, we would like to offer a word ...