This document outlines different methods for delivering, inspecting, measuring, and reinforcing various types of knowledge and skills for employees. It includes instructor-led and hands-on learning, quizzes, role plays, demonstrations, supervision until competence is demonstrated in client interactions and role-specific skills, observation and feedback to set up refreshers on soft skills, and real-time practice in a sand box environment. The goal is to effectively transfer knowledge, measure quality and retention, and reinforce learning.

1. LEGEND:
Instructor-led
Hands-on
Shadow/coach
Quiz
Role play
Knowledge
Required
What to Learn
Knowledge
Transfer
How Delivered
Knowledge
Demonstration
How Inspected
Knowledge
Quality
How Measured
Knowledge
Retention
How Reinforced
Industry/
Business
Knowledge
Tools &
Systems
Usage
Role-Specific
Skills
Supervision
until
competence
demonstrated
Client
Interactions
Supervision
until
competence
demonstrated
Soft Skills
Observe and
gather feedback
to set up mini
refreshers
Sand
Box
Real-
time
Sand
Box