Elearning! December

DEC 2015

Elearning! Magazine: Building Smarter Companies via Learning & Workplace Technologies.

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Tips Tips Tips Tips The Right Training Content Mix 10/2/1 Every organization has a diverse range of core business, profes- sional and technical skills their employees require for success. Among these skills are leader- ship, manager and supervisory skills, new manager training, sales, customer service, com- munications, problem solving, and desktop computing. We could probably name more, but you get the idea, right? Orga- nizations require foundational skills development across many diferent competencies and topic areas. Further complicating the job is the fact that there are three levels of content needed for most training: Level 1 – Basic of-the-shelf content designed to provide a foundational level of mastery of a specifc skill or compe- tency. Level 2 – Content designed to illustrate the application of Level-1 content to an organiza- tion's industry, business, pro- cesses or challenges. Level 3 – Content that is 100 percent customized, based upon subject-matter expertise that is unique to the organiza- tion and/or industry. How do we fnd the right mix or blend of these levels of content to deliver the right training content to our em- ployees? We believe the best mix is a ratio of 10/2/1. So you want to provide about 10 of-the-shelf courses (Level 1), two moderately customized courses (Level 2), and one fully customized course (Level 3). Tis mix may vary depending upon your unique needs, but this ratio will serve as a useful starting point. A good way to see 10/2/1 in action is to tell a story: ABC Widget Corp. manufac- tures a unique widget. Its cus- tomers love the product and are continually fnding new ways to use it. Tese creative uses posed challenges for product-support specialists. Customer satisfac- tion ratings of the product remained good, but there was a slip over six months as sup- port reps struggled to answer new product questions from customers. So ABC licensed an of-the- shelf collection containing thousands of courses that in- cluded customer service, tele- phone skills, problem solving, dealing with difcult customers, and listening skills. It worked with the vendor to create a cur- riculum of 10 micro-learning videos on topics that would im- prove key support skills. Based upon the managers' review of customer calls, ABC developed two additional videos to show the support team how to apply the foundational problem solv- ing, customer service and listen- ing skills to the calls coming in about the product. Tese videos helped the reps uncover more efectively and efciently the root cause of customer prob- lems and facilitate much faster resolution of requests for help. ABC fnally built one entirely customized course explaining the product itself: its design, intended use and how custom- ers could maximize value from the creative ways customers were fnding ways the widget could work. Tis 10/2/1 approach allowed ABC Widget Corp. to do some very important things with the content and training team. >> Te Level 1, of-the-shelf, content provided skills train- ing on the foundational skills employees needed to quickly and efectively solve customer service problems. By having access to a broad selection of content, each employee could focus on an individualized approach to improvement while free- ing valuable training-team resources to develop more complex content. >> Level 2 content allowed the training team and managers to illustrate how mastery of core customer-service skills worked in their company culture, using their systems and process to handle cus- tomer calls quickly and ef- fectively. >> Te fully customized Level 3 content allowed ABC to take advantage of its unique subject-matter expertise and not waste time develop- ing foundational training courses that were readily available in their OTS col- lection. β€”To learn more about incor- porating of-the-shelf content into your learning program, down- load BizLibrary's complimentary e-book, "Got Content" at http://goo.gl/lu46KP. Content Elearning! December 2015 / January 2016 47

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