V isual. A uditory. R eading. K inesthetic. From the Training Room to the Call Center Floor: How to be a Success!

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Presentation transcript:

V isual. A uditory. R eading. K inesthetic. From the Training Room to the Call Center Floor: How to be a Success!

Introducing…...

V isual. A uditory. R eading. K inesthetic. From the Training Room to the Call Center Floor: How to be a Success!

Name Your Style! Visual: Learn through Visuals and Images Auditory: Learn through Verbal communication Reading: Learn through displayed words Kinesthetic: Learn through physical actions What is your learning style?

How was V.A.R.K born? Before the VARK method exist it was widely known as VAK which has dated back for many years. In 1987 the first mention of VARK was introduced by Neil D. Fleming, a teacher from New Zealand who has taught in Universities, Secondary education and High Schools. Neil D. Fleming took the commonly used VAK method and broke the Visual dimension category into two methods, symbolic for Visual and Text for Read and Write, thus creating a fourth mode and rebirthing the VARK learning styles.

Visual Learning Style Definition: learning style in which ideas, concepts, data and other information are associated with images and techniques. Benefits of being a Visual Learner includes: Retention Reading Comprehension Personal Achievement Critical thinking Spatial Sense

Enhance the Training for a Visual Learner ●Use color, layout, spatial organization, and 'visual words' in your training. Examples include: pictures, visuals, and maps. A B C

Use color and pictures in place of text, wherever possible. If you don't use the computer, make sure you have at least four different color pens. Safely Surrender Baby Covered California Enhance the Training for a Visual Learner

Systems diagrams can help you visualize the links between parts of a system. Enhance the Training for a Visual Learner

The visual journey or story technique helps you memorize content that isn't easy to 'see.' The visual story approach for memorizing procedures is a good example of this. What visual tools does your agency use? Enhance the Training for a Visual Learner

Visual Learning Style Exercise

Visual Learning Style Exercise Ease Drop Assessment Empathy/Validating Statement Probing Questions Paraphrasing Transitional Phrases Investigate Active Listening

Visual Learning Style Exercise Interrupting Assessment Empathy/Validating Statement Probing Questions Paraphrasing Transitional Phrases Investigate Active Listening

Visual Learning Style Exercise Being Nosey Assessment Empathy/Validating Statement Probing Questions Paraphrasing Transitional Phrases Investigate Active Listening

Visual Learning Style Exercise Giving Advice Assessment Empathy/Validating Statement Probing Questions Paraphrasing Transitional Phrases Investigate Active Listening

Visual Learning Style Exercise Prioritization Assessment Empathy/Validating Statement Probing Questions Paraphrasing Transitional Phrases Investigate Active Listening

Paraphrasing Assessment Empathy/Validating Transitional Phrase

Auditory Learning Style Definition: learning style in which a person learns through listening. The Auditory Learner: Understands through verbal direction Participates in group discussions and group activities Reading aloud to retain information Puts information into a rhythmic pattern such as a rap, poem or song

Enhance the Training for an Auditory Learner -Attend lectures and discussions -Use a tape recorder -Describe the information to someone who wasn’t there -Remember the examples used during presentation- jokes, anecdotes stories, etc What Auditory tools are used at your agency?

Auditory Learning Style Exercise

Rapport Wheel Rapport Active Listening Paraphrasing Assessment Empathy/ValidationTransitional Phase

Reading/Written Learning Style Definition: The learning style in which a person takes in information through displayed words. Learning materials that are primarily text-based are strongly preferred by these learners.

Enhance the Training for a Written Learner ● Use Glossaries/Dictionaries: to learn key words, meanings and definitions

Enhance the Training for a Written Learner ● Use Notes: people who prefer this learning style like to take extensive notes that they will be able to return to and review, and create new ones or condensed versions for studying.

Enhance the Training for a Written Learner -Rewrite ideas and principles into different words -Organize diagrams/graphs into statements -Turn reactions, actions, charts, etc. into words -Practice with multiple choice questions What written/reading tools does your agency use?

Reading/Written Learning Style Exercise

Reading/Written Exercise

Let’s test your memory

Kinesthetic/Tactile Learning Style Definition: the learning style in which a person will learn by carrying out physical activity. The Kinesthetic Learner: “Do-ers”, rather than thinking before initiating action Sometimes struggle with reading and writing Enjoy moving around Thrive in a “hands on” enviroment.

Enhance the Training for a Kinesthetic Learner Present the information in a hands on activity. Ex. Role Play

Enhance the Training for a Kinesthetic Learner -For visualization, focus on the sensations you would expect in each scenario. For example, describe the physical feeling of your action. What kinesthetic tools does your agency use?

Kinesthetic/Tactile Learning Style Exercise

Name Your Style Visual: Learn through Visuals and Images Auditory: Learn through Verbal communication Reading: Learn through displayed words Kinesthetic: Learn through physical actions Multi-Modal: Learns using a combination of V.A.R.K Has your learning style changed?

Maintaining Your Success

Tools to Maintain Your Success Information Overload: - Organize information and protocols - Utilize notes - Cheat sheet

Tools to Maintain Your Success Self-Confidence: - Positive reinforcement - Build relationships with the people you work with – Support - Resiliency

Tools to Maintain Your Success Conquer Stress: -Breathe -Stretch -i.e. Take 1o -Use your breaks to rejuvenate -Mental breaks to re-group -i.e. Quiet Room -Keep a Journal

Tools to Maintain Your Success Always have confidence in yourself and the work you do because no matter what type of help you’re providing you’re making a difference in the community.

Thank you!