Customer Services & Training Standards

I was asked a very simple question by a contact (Susan Robinson of http://www.fundraisingcpd.com/):

"Just wondered if you know what the 'best practice' guidelines are on training? For example, is there anything published on how many learners to each tutor? maximum numbers of days that one tutor should work with a group?

I have been involved in developing a NVQ Level 4/HND Level Management Course, which is currently run in a five-day block with a maximum of 14 learners. Up until now, we have used two trainers throughout but it is being suggested that the course run with one tutor. I'm not sure that this is in the best interests of the learners or the tutor. Any advice would be gratefully received."

Thank you The training company I used to work for were very strict on delegate number, maximum 14 at a push, preferably 12 maximum. But I asked the question of a Customer Services expert (Trevor Arden of http://www.pdmtc.co.uk/) who said:

"As far as I know there is no published guidance on the maximum number of students per tutor on any particular type or level of programme.
However, there should be a small enough ratio to enable:

a) the learning content to be effectively delivered and understood
b) individual students' needs, questions and requirements to be efficiently dealt with quickly
c) any whole-group or small-group activities and tasks to be achieved
d) assessment of individuals (where it is required in a classroom situation) to be achieved effectively (could be both formal and informal assessment)

Conversely, the ratio should not be too small, especially on a management type of programme, as this could detract from some of the types of discussions and group activities that would be expected.

Students should also have access to some form of support or personal tutoring outside of the classroom situation."

In this world of guidelines, compliance and recommended daily dose, is there a definitive answer? I am sure that the ratio of trainer:delegate will vary according to what you are training in (for example some technical or equipment based training may only be possible on a one-to-one basis), but this is a great subject for a great subject for debate, and one that Susan and I will pursue.

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