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Project: Communicating the Instructional Design Process
- 1. Section 1: Project Brief Section 2: Activities Section 3: Design Model Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Technacious Needs analysis proposal
- 2. Project Brief EDUCATING THROUGH CREATIVITY
- 3. EDUCATING THROUGH CREATIVITY Technacious Warranty Training Technacious, an electronics retailer, is seeking a training program to inform employees of a new warranty program being released in the near future. Employees must experts on: • Warranty specifications (including comparing this program to the previous warranty program) • Effective sales techniques • Answering customer questions thoroughly and succinctly Section 1: Project Brief WARRANTY $ Q A
- 4. EDUCATING THROUGH CREATIVITY Proposal & Expected Outcomes A 15-20 minute interactive audiovisual training. • Completed on site by individual employees at the time of their or their manager’s choosing. • Achieves balance through achieving learning outcomes while respecting the scheduling constraints of Technacious’s hourly work force To achieve maximum effectiveness, this training will be tailored to multiple learning styles so as to achieve a high level of competency among all employees. Stores will be positioned to achieve the client’s desire for the rate of return for purchases to drop from 30% to 15% within 12 months. i CONFIDENCE Section 1: Project Brief
- 6. EDUCATING THROUGH CREATIVITY Section 2: Activities Audiovisual Presentation • Benefits both visual and auditory learners • Utilizes a cognitive approach for learners to memorize and retain information To ensure employees are knowledgeable and helpful in the decision-making process, trainees will begin by watching a video which outlines the features of the new warranty and provides tips on best practices for engaging with customers.
- 7. EDUCATING THROUGH CREATIVITY Section 2: Activities Conversation Activity • Benefits both visual and kinesthetic learners • Utilizes a behaviorist approach, allowing learners to practice skills learned • Reinforces the customer service component of the audiovisual presentation. Trainees will attempt to overcome a customer objection by selecting from a pool of scripted responses that they will click to create a conversation. The customer will respond to the employee’s choice with less effective options generating another objection until the employee picks the most effective response before moving to the next scenario. This format allows for essential role-playing practice which can be repeated as needed. The private nature of the training will also assist with keeping the employee’s confidence strong while they explore new material.
- 8. EDUCATING THROUGH CREATIVITY Section 2: Activities Multiple Choice Assessment • Benefits visual, auditory, and kinesthetic learners • Utilizes a cognitive approach for learners to memorize and retain information To complete the module, trainees will complete a series of multiple-choice questions at the end of the presentation to demonstrate their understanding of the material. Questions will be displayed on-screen and read aloud by a narrator. Immediate feedback will be given to the learner based upon the answer they select. Employees who score 90% or higher will automatically be recorded as having successfully completed the training. Company leadership will have access to a report showing employee completion rates including number of attempts required before success was achieved.
- 9. Design Model EDUCATING THROUGH CREATIVITY
- 10. EDUCATING THROUGH CREATIVITY Section 3: Design Model Why Rapid Prototyping? ETC will utilize the Rapid Prototyping Model (RPM) to create the training module • Supports a quick turnaround time for the presentation of an effective module to the client • Allows for an accelerated design and development process without compromising content or quality. Analy ze+Design Develo p +Implemen t Eval uate RPM
- 11. EDUCATING THROUGH CREATIVITY Section 3: Design Model Analyze & Design Using the information gathered from the Needs Analysis, the design team can immediately begin to develop content that aligns with the established business and project goals. This phase will include the following: • Reviewing training materials already in use • Interviewing Subject Matter Experts • Shadowing employees to observe current customer service practices • Analyzing data collected on employee tenure and its relation to sales and customer satisfaction The design team will utilize the data provided from all sources to outline the exact methods that will be utilized in the e- learning while remaining conscientious of timing constraints and aesthetic value. Analy ze+Design RPM
- 12. EDUCATING THROUGH CREATIVITY Section 3: Design Model Develop & Implement We will develop a program from pre-existing graphic assets and templates, incorporating relevant content as needed. • Every update to the module will be tested by a sample of Technacious employees who will evaluate the effectiveness of the module. • Feedback will guide adjustments to the material as need for updates is determined. • End result will save the company time and money. Develo p +Implemen t RPM
- 13. EDUCATING THROUGH CREATIVITY Section 3: Design Model Evaluate This phase is ongoing. The design team will consistently evaluate whether or not the module will be effective in achieving the objectives stated at the beginning of this presentation. Feedback from SMEs and Technacious executives will also be considered as the prototype is revised into the final product. Eval uate RPM
- 14. EDUCATING THROUGH CREATIVITY Sample Activity We invite you to experience a sample of the Multiple Choice Assessment. Click the circle next to the answer you feel is most correct. Results will be provided after each response.
- 15. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Which products are excluded from the warranty program? Cables and accessories Televisions Game consoles Cellphones CONTINUE
- 16. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Which products are excluded from the warranty program? Cables and accessories Televisions Game consoles Cellphones CONTINUE CORRECT!
- 17. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Which products are excluded from the warranty program? Cables and accessories Televisions Game consoles Cellphones INCORRECT! TRY AGAIN
- 18. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Which products are excluded from the warranty program? Cables and accessories Televisions Game consoles Cellphones INCORRECT! TRY AGAIN
- 19. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY Which products are excluded from the warranty program? Cables and accessories Televisions Game consoles Cellphones CONTINUE INCORRECT! TRY AGAIN
- 20. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY What is the cost of a warranty for a non-television product priced between $50 and $100? $35 $100 $20 $15 CONTINUE
- 21. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY What is the cost of a warranty for a non-television product priced between $50 and $100? $35 $100 $20 $15 CORRECT! CONTINUE
- 22. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY INCORRECT! What is the cost of a warranty for a non-television product priced between $50 and $100? $35 $100 $20 $15 TRY AGAIN
- 23. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY What is the cost of a warranty for a non-television product priced between $50 and $100? $35 $100 $20 $15 INCORRECT! TRY AGAIN
- 24. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY What is the cost of a warranty for a non-television product priced between $50 and $100? $35 $100 $20 $15 INCORRECT! TRY AGAIN
- 25. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY What is the cost of a warranty for a television priced under $500? $300 $29.99 $40 $50 CONTINUE
- 26. Section 4: Sample Activity EDUCATING THROUGH CREATIVITY CORRECT! CONTINUE What is the cost of a warranty for a television priced under $500? $300 $29.99 $40 $50
- 27. INCORRECT! TRY AGAIN What is the cost of a warranty for a television priced under $500? $300 $29.99 $40 $50 Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 28. INCORRECT! TRY AGAIN What is the cost of a warranty for a television priced under $500? $300 $29.99 $40 $50 Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 29. INCORRECT! TRY AGAIN What is the cost of a warranty for a television priced under $500? $300 $29.99 $40 $50 Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 30. Which is no longer an option for customers considering purchasing a warranty? Not purchasing a warranty 3rd party-serviced warranty Technacious-serviced warranty Manufacturer warranty CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 31. Which is no longer an option for customers considering purchasing a warranty? Not purchasing a warranty 3rd party-serviced warranty Technacious-serviced warranty Manufacturer warranty CORRECT! CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 32. INCORRECT! TRY AGAIN Which is no longer an option for customers considering purchasing a warranty? Not purchasing a warranty 3rd party-serviced warranty Technacious-serviced warranty Manufacturer warranty Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 33. INCORRECT! TRY AGAIN Which is no longer an option for customers considering purchasing a warranty? Not purchasing a warranty 3rd party-serviced warranty Technacious-serviced warranty Manufacturer warranty Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 34. INCORRECT! TRY AGAIN Which is no longer an option for customers considering purchasing a warranty? Not purchasing a warranty 3rd party-serviced warranty Technacious-serviced warranty Manufacturer warranty Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 35. What does the customer service acronym OPEN stand for? Optimistic, Patient, Engaging, Natural Oriented, Particular, Enthusiastic, Noticeable Oppressive, Pandering, Exhausting, Negative Opulent, Pretty, Extravagant, Nice CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 36. What does the customer service acronym OPEN stand for? Optimistic, Patient, Engaging, Natural Oriented, Particular, Enthusiastic, Noticeable Oppressive, Pandering, Exhausting, Negative Opulent, Pretty, Extravagant, Nice CORRECT! CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 37. INCORRECT! TRY AGAIN What does the customer service acronym OPEN stand for? Optimistic, Patient, Engaging, Natural Oriented, Particular, Enthusiastic, Noticeable Oppressive, Pandering, Exhausting, Negative Opulent, Pretty, Extravagant, Nice Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 38. INCORRECT! TRY AGAIN What does the customer service acronym OPEN stand for? Optimistic, Patient, Engaging, Natural Oriented, Particular, Enthusiastic, Noticeable Oppressive, Pandering, Exhausting, Negative Opulent, Pretty, Extravagant, Nice Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 39. INCORRECT! TRY AGAIN What does the customer service acronym OPEN stand for? Optimistic, Patient, Engaging, Natural Oriented, Particular, Enthusiastic, Noticeable Oppressive, Pandering, Exhausting, Negative Opulent, Pretty, Extravagant, Nice Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 40. According to the video, what are the three steps to communicating empathetically with a customer? Listen, Engage, Understand Feel, Found, Felt Solve, Sell, Support Find, Focus, Figure CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 41. According to the video, what are the three steps to communicating empathetically with a customer? Listen, Engage, Understand Feel, Found, Felt Solve, Sell, Support Find, Focus, Figure CORRECT! CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 42. According to the video, what are the three steps to communicating empathetically with a customer? Listen, Engage, Understand Feel, Found, Felt Solve, Sell, Support Find, Focus, Figure INCORRECT! TRY AGAIN Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 43. According to the video, what are the three steps to communicating empathetically with a customer? Listen, Engage, Understand Feel, Found, Felt Solve, Sell, Support Find, Focus, Figure INCORRECT! TRY AGAIN Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 44. According to the video, what are the three steps to communicating empathetically with a customer? Listen, Engage, Understand Feel, Found, Felt Solve, Sell, Support Find, Focus, Figure INCORRECT! TRY AGAIN Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 45. Based on the training activities, which of the following would be considered the most effective response for handling a customer objection? Keep smiling and maintain eye contact Keep talking to avoid “dead air” Keep silent to avoid embarrassment Rotate between listening and speaking while maintaining a positive attitude CONTINUE Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 46. CORRECT! CONTINUE Based on the training activities, which of the following would be considered the most effective response for handling a customer objection? Keep smiling and maintain eye contact Keep talking to avoid “dead air” Keep silent to avoid embarrassment Rotate between listening and speaking while maintaining a positive attitude Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 47. INCORRECT! TRY AGAIN Based on the training activities, which of the following would be considered the most effective response for handling a customer objection? Keep smiling and maintain eye contact Keep talking to avoid “dead air” Keep silent to avoid embarrassment Rotate between listening and speaking while maintaining a positive attitude Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 48. INCORRECT! TRY AGAIN Based on the training activities, which of the following would be considered the most effective response for handling a customer objection? Keep smiling and maintain eye contact Keep talking to avoid “dead air” Keep silent to avoid embarrassment Rotate between listening and speaking while maintaining a positive attitude Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 49. INCORRECT! TRY AGAIN Based on the training activities, which of the following would be considered the most effective response for handling a customer objection? Keep smiling and maintain eye contact Keep talking to avoid “dead air” Keep silent to avoid embarrassment Rotate between listening and speaking while maintaining a positive attitude Section 4: Sample Activity EDUCATING THROUGH CREATIVITY
- 50. EDUCATING THROUGH CREATIVITY Thank You! ETC is committed to providing your team the training it needs, and we look forward to working with your company. Jamie West project lead Alana Sawchuk writer Regina Beavers writer Carson Wampler visual designer