Change, Cultural Difference And Competitiveness: Innovative diversity e-learning in the Finnish customer service sector Dr...
Contexts of Change <ul><li>Globalized realities </li></ul><ul><li>Demographics and free movement of labour </li></ul><ul><...
Practicing diversity management <ul><li>Learning, creativity, communications and change </li></ul><ul><li>Skills, knowledg...
Developing the learning <ul><li>Innovative partnership: ULS and CLF </li></ul><ul><li>Thinking globally - acting locally <...
Course design <ul><li>The primary objective is to impact the user’s attitudes and this way improve their learning in the c...
Further design <ul><li>The courses support many interactions which make learning an engaged experience for the user </li><...
Course management and delivery <ul><li>Courses can be used for self-study purposes or in combination with classroom traini...
Developing learner buy-in <ul><li>Establishing relevance </li></ul><ul><li>Structuring individual responsibility </li></ul...
Diversity as competence <ul><li>Not a ‘soft’ issue </li></ul><ul><li>Competence can be quantified </li></ul><ul><li>Focus ...
Positive responses <ul><li>Corporate interest intense </li></ul><ul><li>Best practice contexts </li></ul><ul><li>Cost redu...
Developing new creativities <ul><li>Innovative  and dynamic partnership: ULS/CLF </li></ul><ul><li>European framework </li...
Strategic directions <ul><li>Excellence in customer service </li></ul><ul><li>Ergonomics and design </li></ul><ul><li>Acce...
Key focus <ul><li>Innovation </li></ul><ul><li>Responsiveness to change </li></ul><ul><li>Staff competence and empowerment...
Kiitos slÁinte thank you <ul><li>Dr Alan Bruce </li></ul><ul><li>DUBLIN </li></ul><ul><li>Teemu Patala </li></ul><ul><li>A...
Upcoming SlideShare
Loading in …5
×

Change, Cultural Difference and Competitiveness: Diversity e-Learning in Finland

643 views

Published on

Delivered at EDEN, Valencia, June 2010.
Authors: Alan Bruce, Teemu Patala, Ari Ketola

Published in: Business, Technology
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
643
On SlideShare
0
From Embeds
0
Number of Embeds
2
Actions
Shares
0
Downloads
8
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Change, Cultural Difference and Competitiveness: Diversity e-Learning in Finland

  1. 1. Change, Cultural Difference And Competitiveness: Innovative diversity e-learning in the Finnish customer service sector Dr Alan Bruce Universal Learning Systems, Ireland Teemu Patala, Ari Ketola Context Learning Finland EDEN, Gdansk: June 2009
  2. 2. Contexts of Change <ul><li>Globalized realities </li></ul><ul><li>Demographics and free movement of labour </li></ul><ul><li>Intercultural dynamics </li></ul><ul><li>Gender, disability, ageing </li></ul><ul><li>Rights, recognition and equality </li></ul><ul><li>Workplace challenges and customer change </li></ul><ul><li>Towards managing diversity </li></ul>
  3. 3. Practicing diversity management <ul><li>Learning, creativity, communications and change </li></ul><ul><li>Skills, knowledge and attitudes </li></ul><ul><li>Prejudice and conflict </li></ul><ul><li>Legislative compliance and corporate image </li></ul><ul><li>Pro-active response to a changing world </li></ul><ul><li>Getting benefit from difference </li></ul>
  4. 4. Developing the learning <ul><li>Innovative partnership: ULS and CLF </li></ul><ul><li>Thinking globally - acting locally </li></ul><ul><li>Identified topics: ergonomics, universal design, equality, management </li></ul><ul><li>Aims </li></ul><ul><ul><ul><li>Develop awareness of difference and diversity as it affects the modern workplace </li></ul></ul></ul><ul><ul><ul><li>Familiarize staff with the themes and principles of diversity </li></ul></ul></ul><ul><ul><ul><li>Develop comfort in dealing with difference </li></ul></ul></ul>
  5. 5. Course design <ul><li>The primary objective is to impact the user’s attitudes and this way improve their learning in the course topics </li></ul><ul><li>Advanced elements of pedagogical multimedia are used as building blocks </li></ul><ul><li>Realistic photo animations are used - the course looks and feels familiar </li></ul><ul><li>Real-life stories and case examples to bring the learning experience close to everyday working life </li></ul>
  6. 6. Further design <ul><li>The courses support many interactions which make learning an engaged experience for the user </li></ul><ul><li>Being able to experiment with the course and learn through trial and error improves the quality of learning </li></ul><ul><li>Courses can be edited and updated without special technological know-how (basically anyone can do this) </li></ul>
  7. 7. Course management and delivery <ul><li>Courses can be used for self-study purposes or in combination with classroom training </li></ul><ul><li>Network delivery and a highly advanced content management technology makes it possible to update the course content very easily </li></ul><ul><li>A test can be included in the course to check what the user has learned, test and scores can be tracked for records </li></ul><ul><li>Tracked user data can be used for student follow-up or transferred to training management or HR systems </li></ul><ul><li>Various tracking modes can be used based on need </li></ul><ul><li>Courses can be used through company intranets or via the www.changelearning.eu service. </li></ul>
  8. 8. Developing learner buy-in <ul><li>Establishing relevance </li></ul><ul><li>Structuring individual responsibility </li></ul><ul><li>Engaging materials </li></ul><ul><li>Real life frameworks </li></ul><ul><li>Avoiding blame or judgment </li></ul><ul><li>Focus on potential benefit (individual and corporate) </li></ul>
  9. 9. Diversity as competence <ul><li>Not a ‘soft’ issue </li></ul><ul><li>Competence can be quantified </li></ul><ul><li>Focus on customer service </li></ul><ul><li>Dealing with rapid change </li></ul><ul><li>Skills and knowledge </li></ul><ul><li>The challenge of attitude </li></ul>
  10. 10. Positive responses <ul><li>Corporate interest intense </li></ul><ul><li>Best practice contexts </li></ul><ul><li>Cost reduction and improved performance </li></ul><ul><li>Business case relevance </li></ul><ul><li>Targeting innovation </li></ul><ul><li>Thinking outside the traditional box - from assimilation to accommodation </li></ul>
  11. 11. Developing new creativities <ul><li>Innovative and dynamic partnership: ULS/CLF </li></ul><ul><li>European framework </li></ul><ul><li>Technological adaptability and ease of access </li></ul><ul><li>Facilitated learning and learner support </li></ul><ul><li>Finnish contexts - Irish challenges </li></ul><ul><li>Customer needs </li></ul><ul><li>Application in different contexts </li></ul>
  12. 12. Strategic directions <ul><li>Excellence in customer service </li></ul><ul><li>Ergonomics and design </li></ul><ul><li>Access and inclusion </li></ul><ul><li>Security </li></ul><ul><li>Mentoring </li></ul><ul><li>Policing </li></ul><ul><li>Conflict transformation </li></ul>
  13. 13. Key focus <ul><li>Innovation </li></ul><ul><li>Responsiveness to change </li></ul><ul><li>Staff competence and empowerment </li></ul><ul><li>Engaging with excellence </li></ul><ul><li>Doing the unexpected - better! </li></ul><ul><li>Content validity and academic rigor </li></ul><ul><li>Customer delight </li></ul>
  14. 14. Kiitos slÁinte thank you <ul><li>Dr Alan Bruce </li></ul><ul><li>DUBLIN </li></ul><ul><li>Teemu Patala </li></ul><ul><li>Ari Ketola </li></ul><ul><li>HELSINKI </li></ul><ul><li>www.changelearning.eu </li></ul>

×