Developing digital skills through flexible delivery

Anna ArmstrongNottingham Trent University

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Context: Clearing 2012

Image by Steve Rhode CC BY-NC-SA 2.0

Context: Clearing 2012

Image by Steve Rhode CC BY-NC-SA 2.0

Offer a place at

NTUContext

Role

Working conditions

Entry require-ments

Admissionprocedure

AAB+ students

Qualifica-tions

Cisco IP Communi-

cator

Cisco Agent

Desktop

Clearing Call Centre

SPIN

Online Enquiry

Form

Call script

Processes and technologies

The challenges

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#1 Large cohort, mixed ability, limited time

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A blended approach

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#2 Self-directed learning

Intuitive Relevant Supportive

An effective learning experience?

What’s it really like?

Designed for reading online

How am I doing?

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Help! I’ve never done this before

I’ve been doing this for the past five years.

I know more about this than you do!

#3 Mixed skill set

#4 I’ve got other things to do

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Online impact

Gave a flavour of what to expect in Clearing

Agree

Disagree

98%

Could concentrate on practical activities in workshop

Agree

Disagree

92%

Online impact

Quiz Time!

The online resources were invaluable. An excellent source of information and

something that could be tapped into at any time.

Very flexible which is needed at such a busy time of year… in the past I have found that information obtained during the workshops

could be forgotten by the time my shift came around.

Online impact

Workshop

Offer a place at

NTUContext

Role

Working conditions

Entry requirements

Admissions procedures

Free studentsQualifications

Telephone

Call queue

Are there any vacancies?

Have I got a place?

I have another query

What do I say?

#5 Have they done their homework?

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Ask the audience

# 6 Effective use of contact time

A practice-based approach

Scaffolding learning

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Realistic scenarios

Online learning

Workshop skills

#7 Bringing it all together

Practise in a Clearing Call Centre environment

Applicants Clearing Operators

30 minutes each

#8 I’m going to forget all this

Help!

Further support opportunities

For first timers the workshop is invaluable.

Gives the opportunity to test equipment and

participate in simulations which builds confidence so when you do it for real the

positive benefits are directed at the most

important thing ‘clearing applicants’.

The test with voting buttons was inspired and really

improved and clarified my understanding of the content of the course.

Workshop Impact

Unintended impact

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Online one-stop-shop

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Tips to take away

Put the task at the heart of your design

Clear communication with learners and managers

Demystify the task

Provide opportunity to try things for real

Be realistic about what you can achieve

Build strong and open relationships

Any questions?

Image by Steve Rhode available under a CC BY-NC-SA 2.0 licence