TRAINING OVERVIEW
Description of the Training Course
This workplace training focuses on a high volume, critical client for our company. Each learner will complete a pre-assessment and post-assessment to measure at a Kirkpatrick level 2.
The training will focus on four modules- Client Knowledge, Accurate Service, Quality Service, and Efficient Service. Each training module will consist of short assessment nuggets that the customer service agents must master. By keeping the learning nuggets at approximately 15 minutes, the learners can move from training to taking calls without disrupting the training flow. This will create a minimal impact of training on service levels for the customer service center. If a learner struggles with any assessment activity, then they can complete self-checking guidance kernels that isolate the skills and knowledge needed to complete the learning kernel. These kernels will provide coaching through feedback based on responses by the learner.
Upon successful completion of the training, learner progress will be measured with their workplace performance to assess at a Kirkpatrick level 3. A before- training performance metric will be captured and compared to a post-training metric at 30 days.
The training will focus on four modules- Client Knowledge, Accurate Service, Quality Service, and Efficient Service. Each training module will consist of short assessment nuggets that the customer service agents must master. By keeping the learning nuggets at approximately 15 minutes, the learners can move from training to taking calls without disrupting the training flow. This will create a minimal impact of training on service levels for the customer service center. If a learner struggles with any assessment activity, then they can complete self-checking guidance kernels that isolate the skills and knowledge needed to complete the learning kernel. These kernels will provide coaching through feedback based on responses by the learner.
Upon successful completion of the training, learner progress will be measured with their workplace performance to assess at a Kirkpatrick level 3. A before- training performance metric will be captured and compared to a post-training metric at 30 days.
Mind Map of the Course DirectionThe creation of this training was done with the backward design model to begin putting together the elements of a training. This process starts with the end in mind. Below captures my initial thoughts for my
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current training design. To hear the thoughts behind my mind map, feel free to click the following link to view an overview of my thinking process in developing my mind map.
Bloom's Taxonomy of Course Ideas
The following is my initial draft of considering Bloom’s taxonomy within my instructional design process for workplace learning. My course is refresher training on a high volume client that our customer service representatives must serve. Our seasoned agents have been neglected as focus has been on new hires and their 90 day on boarding process. These veteran agents are lacking confidence in representing clients and are seeking out training to be more efficient and effective dealing with customer queries. The primary audience for my training are our customer service representatives. The secondary audience would be our customer service center leads.
Here is a draft of the objectives, activities, and assessment tool associated with my instructional design process.
Here is a draft of the objectives, activities, and assessment tool associated with my instructional design process.
Pre-course Survey
To help me connect with my virtual learners, I created a survey using Google forms. This survey allows my learners to get to know me and me to get to know them. It helps me gauge any gaps in expectations from the training I envision the training that my learners need. It provides me an opportunity to tailor the training to better meet the needs of my learners. Here is the link to the survey I created:
Example of a Rubric
A rubric is a method of communicating expectations to learners. The rubric I created shows the expectations for a customer service call in the workplace. The same expectations are use for training activities. Portions of the following rubric are used throughout this training.