2. Processing Information
Seeing and hearing
Reflecting and acting
Reasoning logically and intuitively
Analyzing and visualizing
People take in and process information in different ways by:
3. Training Methods
Lecturing
Demonstrating
Focusing on principles
Focusing on applications
Emphasizing memorization
Emphasizing understanding
Training methods also vary, including:
5. Active and Reflective Learners
Active learners do well in a group with
members taking turns explaining topics to
each other.
Reflective learners do well by
reviewing material and asking questions,
rather than just memorizing it.
A preference for a particular category may be strong,
although a balance of the two is desirable.
Everybody is active sometimes and reflective sometimes.
6. SENSING AND INTUITIVE LEARNERS
Sensing learners remember and
understand information best if they
see how it connects to the real
world.
An intuitive learner in a class
that deals primarily with
memorization and rote may have
trouble with boredom.
Again, a preference for one or the other may be strong, but to be an
effective learner, one needs to function both ways.
Everybody is sensing sometimes and intuitive sometimes.
7. Visual and Verbal Learners
Visual learners remember best
what they see (pictures, diagrams,
films & demonstrations.)
Verbal learners get more out of
words (written and spoken
explanations.)
Most people are visual learners, and everyone learns more
when information is presented both visually and verbally.
8. Global Learners
Global learners who lack sequential thinking
abilities, may have difficulties until they have the big
picture. Even after they have it, the details may be
fuzzy.
They tend to learn in large jumps, absorbing
material randomly without seeing connections, and
then suddenly "getting it.“
They solve problems quickly once they grasp the
big picture, but may have difficulty explaining how
they did it.
Many people think they are global, since everyone has experienced
confusion followed by a sudden flash of understanding. What makes one
global or not is what happens before the light bulb goes on.
9. Sequential Learners
Sequential learners may not
fully understand the material but
they can still do something with it
(solve problems or pass a test)
since the pieces they have
absorbed are logically connected.
They tend to gain understanding
in linear steps, with each step
following logically from the
previous one.
10. Trainers confronted by low test grades, unresponsive classes,
and poor attendance know something is not working. They may
become overly critical of the agents, which can make things
worse.
When conflicts exist between learning styles of agents and the
teaching style of the trainer, agents may:
Become bored and inattentive
Do poorly on tests
Get discouraged with the course,
curriculum and themselves
Conflicts
11. To overcome these issues, trainers should strive
for a balance of instructional methods (as opposed
to trying to teach each student exclusively
according to his or her preferences.)
If this balance is achieved, agents will be taught
partly in a manner they prefer, which leads to an
increased comfort level and willingness to learn,
and partly in a less preferred manner, which
provides practice in new ways of thinking and
solving problems. More importantly…
Overcoming Issues
DIRECTV can reduce the loss of potentially excellent agents.
