eLearning
Project Title
Click the image to view the full project
Audience
The primary learners are department leads and managers. Learners’ prior knowledge and skill in this arena is nominal.
Business Problem
Department leads and managers have not received any training specifically to address workplace stress, how to identify stressors, and provide solutions for employees.
The goal of this training is to enable leadership to help employees lower stress levels and consequently lower or eliminate behaviors caused by stress, and learn to model the same behaviors that demonstrate valuing learned techniques.
Solution
This training closes the business knowledge gap by instructing leadership in the essential skills necessary to meet the goal. By completing this training, leadership will know how to identify signs of stress in employees, create an action plan, and model stress-reduction behaviors.
Highlights
In this project, I focused on chunking content and utilized a variety of interactive features such as click-to-reveal and tabbed interactions to help maximize learning and retention. Additionally, I designed a scenario within this course to help learners connect the training to their work environment and situation.
Process
My process was guided by the ADDIE model (Analysis, Design, Development, Implementation, and Evaluation), with the support of the SAM model to engage learners using proven design practices.
Based on a needs analysis of the workplace issue (work-related stresses and its effects), this training was necessary to help leadership address employee stress.
This training began by developing a design document (DD) and storyboard. The DD and storyboard were used to develop the full training course in Articulate Storyline.
The course assessment evaluates learners based on level two of Kirkpatrick’s Four Levels of Evaluation. Learners are also advised to engage in Kirkpatrick’s level three evaluation via observation and interviews when the training is completed.
Tools
Articulate Storyline and Canva.
Project Title
Click the image to view the full project
Audience
The primary learner for this training is any first-contact call center agent, with very basic skills to resolve complaints.
Business Problem
First-contact call center agents are not adequately trained to address complaint calls. There are gaps in training and the use of internal resources for these employees, as well as conversational skills to resolve these calls.
Success will look like first-contact call center employees resolving 50% more complaint calls (first-call resolution) without escalating them.
Solution
This training closes the customer service complaint gap by providing learners with skills and techniques to address complaint calls and gives a detailed account of all internal resources available.
Highlights
This training course features a two-part, detailed look at a sample call with an angry customer. The scenario addresses the use of the skills detailed in the training, and gives the learner two response options, with immediate feedback.
Additionally, various interactions are used throughout the training to keep the learner engaged and focused.
Process
My process was again guided by the ADDIE and SAM models, proven to maximize learner participation and retention.
The first step in developing this training was to create a detailed content map that then guided the creation of the Rise 360 course.
The course features a knowledge check and an assessment at the end of the training, which supports level two or Kirkpatrick’s Four Levels of Evaluation. Level three is the responsibility of the leadership team to follow up with observation and further metrics regarding complaint call resolutions.
Tools
Articulate Rise 360 and Canva.