Social learning: all talk and no action? Stephanie Dedhar Jennifer Wrigley

2 Social learning through the ages Social learning 100 years ago > Ask for help from friends, family or colleagues sat near you at work > Attend lectures and classes > Share opinions and tips by sending letters to newspapers and journals Social learning in the modern day > Post a question on a forum and have it answered by someone 12,000 miles away > Attend virtual classrooms and listen to webinars online > Share opinions and tips by contributing to wikis and posting on blogs and forums

3 Technology issues Legal issues and monitoring Manager and user resistance Three key challenges

4 Case study 1: Handling customer complaints The situation > Large multinational telecoms company > Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints The requirements > Motivate staff to deal with complaints efficiently > Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed ElementsMethodsMedia PreparationShare examples of good and bad customer service / paper / anecdotes MotivationVideos demonstrating losing a customer Facilitated group discussion about importance of effective call handling DVDs in classroom Classroom Soft skillsIndividual practice using role play exercisesClassroom Processes / procedures Interactive self study – scenario based with proof of learning Performance support and reference Online Paper based job aids Ongoing supportCoaching to maintain motivation and skillsGroup surgeries One to one support

5 Case study 1: Handling customer complaints The situation > Large multinational telecoms company > Customer service is key differentiator > 1,500 employees need to be trained in handling customer complaints The requirements > Motivate staff to deal with complaints efficiently > Develop soft skills to handle customers sensitively > Provide knowledge of processes and procedures that must be followed ElementsMethodsMedia PreparationShare examples of good and bad service as customers Share experiences of difficult situations with customers Forum MotivationExplain the training plan Show and discuss audio or video examples of customer complaints calls Virtual classroom Soft skillsWeek 1: Scheduled role plays with immediate feedback Week 2-3: Unscheduled ‘mystery shopper’ style role plays Telephone Processes / procedures Week 4: Feedback and discussion of role plays along with reinforcement of the procedures that need to be followed Virtual classroom Ongoing supportHelp centre including live chat support, drop in surgeries, forums, wiki, virtual classrooms and resources Online help centre

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7 Case study 2: Language learning The situation > Manufacturer of defence equipment has agreed partnership with French firm > Wants to encourage a friendly and close relationship Requirements and constraints ElementsMethodsMedia PreparationOne to one pre-assessmentFace to face DeliveryInteractive self study with video and audio Weekly 90 minute sessions with group instruction and practical conversation Individual written assignments for tutor assessment Individual and group assignments CD ROM Classroom Face to face / / telephone > Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible

8 Case study 2: Language learning The situation > Manufacturer of defence equipment has agreed partnership with French firm > Wants to encourage a friendly and close relationship Requirements and constraints ElementsMethodsMedia PreparationWeek 1-2: Tasks to find out about French buddy and create a profileBuddyBook MotivationWeek 1-2: Reading and writing practise through games and competitionOnline games DeliveryWeeks 3-8: Formal weekly grammar and vocab lessons Weeks 3-8: Weekly buddy chats followed by written summaries for assessment Weeks 3-8: Daily updates of BuddyBook status in French Weeks 9-12: Share grammar and vocab questions and guidance Virtual classroom VoIP / BuddyBook Forum Ongoing supportUse online resources to maintain and improve level of French Continue to develop buddy relationship Forum / wiki BuddyBook > Three month French language skills campaign > 100 engineers with school French to achieve basic level of written and spoken ability > Some training time available each week but no intensive face to face courses are feasible

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10 Case study 3: Compliance training The situationThe constraints ElementsMethodsMedia Processes / procedures Audio scenarios Self study materials to be reviewed by managers Audio CD Workbooks MotivationManagement briefings for high level information and to check understanding Face to face sessions Testing for compliance Individual assessmentTelephone Web based results database > Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines > Large mobile workforce which rarely visits offices > Classroom training is not practical given geographic spread of workforce

11 Case study 3: Compliance training The situationThe constraints ElementsMethodsMedia Processes / procedures Online practise of health and safety procedures Self study to find out about more information e-Learning Webquest MotivationVideo demonstrations of consequences of not following health and safety procedures Viral s / microsite Testing for compliance Short, regular individual assessmentsBlackBerry / Saffron Assure™ > Utilities company needs to prove ongoing health and safety compliance of workforce > Externally regulated – non compliance risks reputational damage and fines > Large mobile workforce which rarely visits offices > Classroom training is not practical given geographic spread of workforce

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Key benefits of social learning Cost savings Practicality Motivation

Top tips for social learning Start small – use what you’ve got Communicate the business benefits Use it as part of a blend

Thank you! Stephanie Dedhar Jennifer Wrigley Come and visit us at Stand 18 You can find this presentation on our website: