Posts tagged "SBL"

May 13, 2012

My Experience with Creating a Scenario-based Course: Part 4

The scenario-based course on Customer Interactions is ready! Take a look…

Now that you’ve seen the course, let’s talk about how I got here from the storyboarding phase.

Graphics: My first step Continue reading…

Posted by poojajaisingh9:37 PM Permalink
April 16, 2012

My Experience with Creating a Scenario-based Course: Part 3

In Part 1 of this blog series, I shared my experience about the content acquisition and analysis phase for creating a scenario-based course. In Part 2, I shared how I created a storyline and identified the critical steps in it and further started storyboarding and shared the introduction screen with you. When storyboarding for this course, the single most important thing for me was to keep it conversational and follow the actual lingo that the customer care representatives are supposed to follow.

The introduction screen helped us understand that Lisa was a new joinee in the team and she was about to take her first call. In the next screen, we need to show how she starts the call and what the customer issue was. I got this information by listening to the recorded calls and SME interviews.

Here goes Continue reading…

Posted by poojajaisingh9:03 PM Permalink
March 30, 2012

My Experience with Creating a Scenario-based Course: Part 2

In my last blog post, I shared my experience with gathering content for creating a scenario-based course. It was an interesting exercise, where I was able to chalk out the procedure followed to resolve customer issues and the critical steps one needs to follow during the call.

I had all the content I needed to develop the storyline for my scenarios. And the first thing I did to create a storyline was to jot down the steps a customer care executive will follow to help them resolve their issues. Here are the steps:

  1. Start the call
  2. Listen to the customer issues
  3. Empathize with the customer and confirm that you can help
  4. Ask for information from the customer
  5. Ask if the customer is comfortable with screen sharing
  6. Send the Connect room link
  7. Look at the problem
  8. Provide effective resolution
  9. Close the call appropriately
  10. Offer future assistance

After writing these steps, my first question to the SME was Continue reading…

Posted by poojajaisingh7:48 AM Permalink
January 18, 2012

What I learned from the Scenario-based Learning book by Dr. Ray Jimenez

I just finished reading this amazing book today and I’m glad I did!

I love the way Dr. Jimenez narrates the book in the form of a story which is full of events, observations and experiences. It’s like he is teaching how to create scenario-based learning courses in a scenario-based book! :)

Everything he talks about in the book has a small little story associated with it. I also like the cool titles he uses for the chapters, which go as Bucket List, Awake at Night, True Chatter, etc. At the end of each chapter, the author directs you to view a course and answer a few questions which allow the readers to think and respond. The language he uses is casual and conversational and at no point you feel that you are reading a ‘boring’ book Continue reading…

Posted by poojajaisingh11:12 PM Permalink
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