Posts tagged "Scenario-based Learning"

May 10, 2013

Training: Creating Interactive and Scenario-based Learning with Adobe Presenter

Topic: Creating Interactive and Scenario-based Learning with Adobe Presenter

Description: Adobe Presenter is widely known for its ease of use to create eLearning courses from PowerPoint slides. Join Dr. Pooja Jaisingh and Vish as they show you how you can take it a step further and add engaging interactions to your courses. They will also show you how you can easily transform your slides to scenario-based courses using Adobe Presenter.

Recording Link

Posted by poojajaisingh12:26 PM Permalink
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 25, 2012

Announcing winners of the Scenario Training contest!

We’re happy to announce the winners of our Scenario Training contest! We had some great entries and also significant interest from the community. The entries received close to 10,000 Facebook ‘Likes’. The people’s choice award goes to Steve Shatkin, for his entry ‘Some tips to make you a better poker player’.

Steve has definitely inspired me to try and create another scenario training on Poker tips, possibly playing out each scenario even when a user makes a wrong choice- thus allowing him or her to learn from the mistakes.

That brings us to the judges award. Continue reading…

Posted by Shameer Ayyappan4:22 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
March 11, 2012

My Experience with Creating a Scenario-based Course: Part 1

Last week, in a conversation with a Captivate Customer Care Team Manager, I learned that she had some training requirement for the new joinees in the team. We were generally discussing how to train the new employees quickly and effectively. The task was to train them, in a manner that they are well equipped to resolve the customer issues and delight the customers with efficient service. It’s a very important job and they have to do it right each time they pick up the phone and talk to the customer.

After a long discussion, we reached to a conclusion that providing them a simulated learning experience would make sense. So the first idea Continue reading…

Posted by poojajaisingh6:16 PM 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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