Social learning: all talk and no action? Stephanie Dedhar...
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Social learning: all talk and no action? Stephanie Dedhar [email protected] Jennifer Wrigley [email protected]
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Transcript of Social learning: all talk and no action? Stephanie Dedhar...
Social learning: all talk and no action?Stephanie Dedhar [email protected] Jennifer Wrigley [email protected]
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Social learning through the agesSocial learning 100 years ago
> Ask for help from friends, family or colleagues sat near you at work
> Attend lectures and classes > Share opinions and tips by sending letters to newspapers and journals
Social learning in the modern day
> Post a question on a forum and have it answered by someone 12,000 miles away
> Attend virtual classrooms and listen to webinars online> Share opinions and tips by contributing to wikis and posting on blogs and forums
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Technology issues
Legal issues and monitoring
Manager and user resistance
Three key challenges
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Case study 1: Handling customer complaintsThe situation> Large multinational telecoms company
> Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints
The requirements> Motivate staff to deal with complaints efficiently
> Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed Elemen
tsMethods Media
Preparation Share examples of good and bad customer service Email / paper / anecdotes
Motivation Videos demonstrating losing a customerFacilitated group discussion about importance of effective call handling
DVDs in classroomClassroom
Soft skills Individual practice using role play exercises Classroom
Processes / procedures
Interactive self study – scenario based with proof of learningPerformance support and reference
OnlinePaper based job aids
Ongoing support
Coaching to maintain motivation and skills Group surgeriesOne to one support
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Case study 1: Handling customer complaintsThe situation> Large multinational telecoms company
> Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints
The requirements> Motivate staff to deal with complaints efficiently
> Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed Elemen
tsMethods Media
Preparation Share examples of good and bad service as customersShare experiences of difficult situations with customers
Forum
Motivation Explain the training planShow and discuss audio or video examples of customer complaints calls
Virtual classroom
Soft skills Week 1: Scheduled role plays with immediate feedbackWeek 2-3: Unscheduled ‘mystery shopper’ style role plays
Telephone
Processes / procedures
Week 4: Feedback and discussion of role plays along with reinforcement of the procedures that need to be followed
Virtual classroom
Ongoing support
Help centre including live chat support, drop in surgeries, forums, wiki, virtual classrooms and resources
Online help centre
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Case study 2: Language learning
The situation> Manufacturer of defence equipment has agreed partnership with French firm
> Wants to encourage a friendly and close relationship
Requirements and constraints
Elements
Methods Media
Preparation One to one pre-assessment Face to face
Delivery Interactive self study with video and audioWeekly 90 minute sessions with group instruction and practical conversationIndividual written assignments for tutor assessmentIndividual and group assignments
CD ROMClassroom
Email Face to face / email / telephone
> Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible
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Case study 2: Language learning
The situation> Manufacturer of defence equipment has agreed partnership with French firm
> Wants to encourage a friendly and close relationship
Requirements and constraints
Elements
Methods Media
Preparation Week 1-2: Tasks to find out about French buddy and create a profile
BuddyBook
Motivation Week 1-2: Reading and writing practise through games and competition
Online games
Delivery Weeks 3-8: Formal weekly grammar and vocab lessonsWeeks 3-8: Weekly buddy chats followed by written summaries for assessmentWeeks 3-8: Daily updates of BuddyBook status in FrenchWeeks 9-12: Share grammar and vocab questions and guidance
Virtual classroomVoIP / email
BuddyBookForum
Ongoing support
Use online resources to maintain and improve level of FrenchContinue to develop buddy relationship
Forum / wikiBuddyBook
> Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible
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Case study 3: Compliance training
The situation The constraints
Elements
Methods Media
Processes / procedures
Audio scenariosSelf study materials to be reviewed by managers
Audio CDWorkbooks
Motivation Management briefings for high level information and to check understanding
Face to face sessions
Testing for compliance
Individual assessment Telephone Web based results database
> Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines
> Large mobile workforce which rarely visits offices
> Classroom training is not practical given geographic spread of workforce
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Case study 3: Compliance training
The situation The constraints
Elements
Methods Media
Processes / procedures
Online practise of health and safety proceduresSelf study to find out about more information
e-LearningWebquest
Motivation Video demonstrations of consequences of not following health and safety procedures
Viral emails / microsite
Testing for compliance
Short, regular individual assessments BlackBerry / Saffron Assure™
> Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines
> Large mobile workforce which rarely visits offices
> Classroom training is not practical given geographic spread of workforce
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Key benefits of social learning
Cost savings
Practicality
Motivation
Top tips for social learning
Start small – use what you’ve got
Communicate the business benefits
Use it as part of a blend
Thank you!
Stephanie Dedhar [email protected] Jennifer Wrigley [email protected]
Come and visit us at Stand 18
You can find this presentation on our website:www.saffroninteractive.com
