Developing digital skills through flexible delivery

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The approach taken to enable a large group of staff to develop the digital skills and knowledge required to confidently deal with a high volume of telephone calls and use software to fill vacant places in Clearing. The group had a mixed skill set and a short amount of time to gain new skills. Using the flipped classroom approach, factual and contextual information was delivered through online activities allowing for the maximum amount of classroom time to be dedicated to gaining practical digital skills.

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Developing digital skills through flexible delivery

  1. 1. Developing digital skills through flexible delivery Anna Armstrong Nottingham Trent University Image by JD Hancock http://www.flickr.com/photos/jdhancock/9182088790/ CC BY
  2. 2. Context: Clearing 2012 Image by Steve Rhode CC BY-NC-SA 2.0
  3. 3. Context: Clearing 2012 Image by Steve Rhode CC BY-NC-SA 2.0
  4. 4. Processes and technologies Qualifications Cisco Agent Desktop Admission procedure Cisco IP Communicator AAB+ students Clearing Call Centre Entry requirements Working conditions Online Enquiry Form Role Context SPIN Offer a place at NTU Call script
  5. 5. The challenges Image by westpark available under a CC BY-NC-SA 2.0 license
  6. 6. #1 Large cohort, mixed ability, limited time Image by Dylan Meconis CC BY-NC http://www.flickr.com/photos/quirkybird/3180195361/
  7. 7. A blended approach
  8. 8. #2 Self-directed learning Image by Gisela Giardino http://www.flickr.com/photos/36613169@N00/127555697 CC BY
  9. 9. Intuitive Relevant Supportive
  10. 10. An effective learning experience?
  11. 11. What’s it really like?
  12. 12. Designed for reading online
  13. 13. How am I doing?
  14. 14. #3 Mixed skill set Help! I’ve never done this before I’ve been doing this for the past five years. I know more about this than you do! Image by myfear CC BY-NC-SA 2.0 http://www.flickr.com/photos/myfear/283504968/
  15. 15. #4 I’ve got other things to do Image by Tethys CC-BY-ND 2.0 http://www.flickr.com/photos/24830562@N08/5809329930/
  16. 16. Online impact Gave a flavour of what to expect in Clearing Could concentrate on practical activities in workshop Agree Agree Disagree 98% Disagree 92%
  17. 17. Online impact Quiz Time!
  18. 18. Online impact The online resources were invaluable. An excellent source of information and something that could be tapped into at any time. Very flexible which is needed at such a busy time of year… in the past I have found that information obtained during the workshops could be forgotten by the time my shift came around.
  19. 19. Workshop Qualifications Free students Telephone Admissions procedures Call queue Entry requirements Are there any vacancies? Working conditions Have I got a place? I have another query Role Context Offer a place at NTU What do I say?
  20. 20. #5 Have they done their homework? Image by HumanSeeHumanDo CC BY-NC flickr.com/photos/99051133@N00/3790780707/
  21. 21. Ask the audience
  22. 22. # 6 Effective use of contact time
  23. 23. A practice-based approach
  24. 24. Scaffolding learning Image by Martin Fisch http://www.flickr.com/photos/marfis75/6487647149/ CC BY-SA
  25. 25. Realistic scenarios
  26. 26. #7 Bringing it all together Online learning Workshop skills
  27. 27. Practise in a Clearing Call Centre environment 30 minutes each Applicants Clearing Operators
  28. 28. #8 I’m going to forget all this Help!
  29. 29. Further support opportunities
  30. 30. Workshop Impact For first timers the workshop is invaluable. Gives the opportunity to test equipment and participate in simulations which builds confidence so when you do it for real the positive benefits are directed at the most important thing ‘clearing applicants’. The test with voting buttons was inspired and really improved and clarified my understanding of the content of the course.
  31. 31. Unintended impact Image by morberg http://www.flickr.com/photos/morberg/3842815564/ CC-BY-NC 2.0
  32. 32. Online one-stop-shop Image by See-ming Lee available under a CC BY-SA 2.0 license
  33. 33. Tips to take away Put the task at the heart of your design Clear communication with learners and managers Demystify the task Provide opportunity to try things for real Be realistic about what you can achieve Build strong and open relationships
  34. 34. Any questions? Image by Steve Rhode available under a CC BY-NC-SA 2.0 licence

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