On June 2, 2014 I launched a semi-revised and updated Owner Resolution training to four new-to-queue phone representatives based in Orlando. Since then every new class has benefited from changes and updates. Owner Resolution training is designed to build upon the participants current level of Count On Me service by adding conflict resolution, critical thinking and soft skills. The participants also receive greater empowerment to resolve a wide variety of issues owners may encounter using approved processes and compensation when necessary. It is an interactive training where participants are able to self-identify, explore, and share thoughts and experiences to improve their own soft skills and business knowledge.
Since beginning the redesign of Owner …show more content…
After going through the training, time was not the enemy. What I saw was a sequence of separate training subjects taught as events. One disconnected from the previous. Creating a behavior where learners quickly shifted focus from one subject to another.
What has Changed
The two weeks of learning are now designed in a progressive immersion method. With each day adding a layer of learning followed by reinforcement of the previous day. This removes the training-as-an-event mentality. Learners are exposed to what they will hear and deal with daily from the first day. The participant is continuously challenged to reflect on what they have and it can be used in their current activity. In the new schedule I have attempted to combine subjects in a logical format that build in stages.
The redesign consisted of:
• The binder which consisted of 200 pgs is now a workbook that is just over 100 pages and an interactive tool to be used after training. o Saving training approximately $24 per request.
• Soft skills are now its own module that also covers critical thinking and reasoning
Since beginning the redesign of Owner …show more content…
After going through the training, time was not the enemy. What I saw was a sequence of separate training subjects taught as events. One disconnected from the previous. Creating a behavior where learners quickly shifted focus from one subject to another.
What has Changed
The two weeks of learning are now designed in a progressive immersion method. With each day adding a layer of learning followed by reinforcement of the previous day. This removes the training-as-an-event mentality. Learners are exposed to what they will hear and deal with daily from the first day. The participant is continuously challenged to reflect on what they have and it can be used in their current activity. In the new schedule I have attempted to combine subjects in a logical format that build in stages.
The redesign consisted of:
• The binder which consisted of 200 pgs is now a workbook that is just over 100 pages and an interactive tool to be used after training. o Saving training approximately $24 per request.
• Soft skills are now its own module that also covers critical thinking and reasoning