512instructionalstrategies

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WBI Strategy Worksheet for Communication Strategies for New Customer Retention

Orientation to Learning Instructional Strategies for Introduction and

Overview

1. Provide an overview of the entire

course

Welcome statement (text) explains why

communication in is important in general and

in business terms

Graphic art will provide a visual metaphor

relevant to the welcome statement

2. State the objectives and desired

performance outcomes

Text based overview will list the learning

objectives for the entire lesson

Explain what portion of activities will be

graded

Provide minimum passing score needed and

discuss grade book use

3. Explain relevance of the instruction Same overview will include a best case ofcustomer communication and retention

Explanation of how the mastery of each

lesson objective will lead to more effective

communication and the proper execution of a

communication plan after enrollment

A short video addresses the importance of

good customer communication

4. Assist learner recall of prior

knowledge, skills and experiences

Same overview in #2 will refer to past

customer orientation and communication

training in which learners have participated Learners will be asked to provide a short

introduction of themselves on the discussion

board including a description of their current

customer communication style

Remind students of the entry level skills that

they will be using throughout the course

5. Provide directions on how to start,

navigate, and proceed through the

lesson

Same overview in #2 will include a mention of

references to Moodle help for site navigation

Directions on how to use the site and access

resources for help from Instructor, learnersand technical support are posted

A link is supplied to a tutorial on how to use

the LMS

Orientation to Learning for Lessons Overview of Instructional Strategies for

Lessons 1-5

Strategies repeated at beginning of each

lesson

A welcome statement is presented via text


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A recap of what was learned in the last lesson

is shared

A description or scenario is used to highlight

the content topics

The lesson objectives are presented

Instructions on getting started are provided

Instruction on the Content

Subcomponents

Overview of the Instructional Strategies for

Communication Strategies Course

1. Present content information For each lesson, content will be structured so

that students will follow a linear path through

a new customer scenario

Short lectures via text, audio and multimedia

presentations

Group discussions about specific scenarios Collaborative learning situations

Problem solving exercises via text or audio

Project-based learning

Examples and non-examples

Recommend readings on communication and

customer retention

Website links to internal and external

references

2. Provide Learning Cues Graphics such as charts and other visuals to

enhance exercises Socratic method to stimulate ideas

Provide checklists or visual aids to help with

procedural tasks

Highlighting key information using slides

along with audio

Questions asked for discussion threads

3. Present opportunities for practice Exercises and questions to work through

Projects

Case studies

Discussion groups4. Provide feedback on practice Peer review via synchronous and

asynchronous methods

Instructor responses and feedback to learner

discussion posts, practice exercises and

projects

Providing answer keys after submissions


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Feedback from the presentation software

5. Provide review of and close the

lesson

Instructor creates an announcement to

preview the next lesson and topic

Orientation to Learning Instructional Strategies for Lesson 2 - A

Customer is Calling, Now What Do I Say?

1. Provide an overview Welcome statement and introduction to

lesson 2 via text

A recap of what happened in the last lesson





Lesson overview will list the goals and

purposes of lesson 2

3. Explain relevance of the instruction Same overview as above will describe the

importance of first impressions and content

topics to the initial customer contact

management procedure and establishing

good communication and business practices



Same overview in #2 will ask learners to

reflect back on past initial contact

experiences



lesson

Same overview in #2 will explain how to

proceed through the lesson and the

assignments


Subcomponents

Instructional Strategies for Lesson 2 - A

Customer is Calling, Now What Do I Say?

1. Present content information A multimedia presentation (with graphics) will

restate the main lesson objective of Manage

Initial Customer Contact and:

Define what initial contact means and its

purpose

Introduce the main scenario of the course and

explain that learners will guide a virtual

customer through these procedures starting

with initial contact Explain the steps and sub-steps that are

taken to manage the initial customer contact

Introduce the program description that

learners need to memorize

Share an example and non-example of a

good initial contact interaction


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Allow for review of the material if the students

choose

2. Provide Learning CuesSuggest that students memorize the stepsand the 60 sec program description

Provide the initial contact checklist and othervisual aids to help with learning the procedure

Recommend that learners practice and refine

the procedure in role plays before trying it

with customers

3. Present opportunities for practice Present exercises and questions for learners

to work through on various aspects of the

initial contact procedure

Ask learners to share how they would

execute steps in the procedure by writing

some of the questions that would be asked to

the customer

Ask learners to write a description of the

program in their own words in a discussion

thread

Provide incremental deadlines for the

assignments

Remind students how to use the discussion

areas and other contact points

4. Provide feedback on practice Learners provide peer feedback to one

another on the discussion thread assignment

with each learner reviewing the descriptions

of at least 2 of their peers

Instructor provides feedback to discussion

thread

The presentation software provides

immediate feedback on exercises


lesson

Instructor created announcement shared at

the conclusion of the lesson will preview the

next lesson and topic


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Orientation to Learning Instructional Strategies for Lesson 3 - The

Orientation: Getting Customers to Hear Your

Message(Objectives 2.0 2.3)


lesson 3 via text

A recap of what happened in the last lesson Graphic art will provide a visual metaphor







importance of a strong customer orientation

and related content topics to the success of

their business



Remind learners of the experience of being

trained on the content and how to deliver thecustomer orientation and seeing it modeled


consider what elements make up a good

customer orientation as a rhetorical question



lesson



assignments


Subcomponents

Instructional Strategies for Lesson 3 - The

Orientation: Getting Customers to Hear YourMessage(Objectives 2.0 2.3)


restate the main lesson objective of Deliver

Customer Orientation and:

Define the customer orientation and its

purpose

Continue lesson with the main scenario of the

course, including the outcome of the first step

and explain that learners will guide the virtual

customer through an orientation Explain the guidelines and advice for

delivering an effective orientation

Share some dos and donts of the orientation

Explain how the customer info packet is key

to the orientation as visuals

Explain what benefits and features are and

discuss the role of each in the orientation


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Create exercises that demonstrate how to

answer customer questions with a few

examples

Allow for review of the material if the students

choose

2. Provide Learning Cues Provide the customer orientation materialsand other visual aids to help with learning the

procedure and completing the exercises


the orientation in role plays before trying it

with customers

Recommend strategies for customizing and

learning the orientation (this may be via video

or notes)

3. Present opportunities for practice Present an interactive exercise to review

entry level knowledge Present exercises and questions for learners


customer orientation procedures and

principles

Create a discussion board on types of

customer questions and answers that can be

provided


assignments

Remind students how to use the discussionareas and other contact points

4. Provide feedback on practice Provide a self-assessment checklist for

learners to determine their strengths and

areas for improvement on presenting the

customer orientation




lesson




Orientation to Learning Instructional Strategies for Lesson 4 -

Conducting an Effective Enrollment Meeting

(Objectives 3.0 3.5)


lesson 4 via text


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importance of an effective enrollment meeting

and related content topics to communication,

retention and the success of their business




consider what elements make up a good

customer orientation as a rhetorical question



lesson



assignments


Subcomponents

Instructional Strategies for Lesson 4 -


(Objectives 3.0 3.5)


restate the main lesson objective of Conduct

Enrollment Meeting and:

Define the enrollment meeting and its

purpose

Continue lesson with the main scenario of thecourse, including the outcome of the second

step and explain that learners will guide the

virtual customer through an enrollment

meeting

Explain the concepts and principles that are

part of the enrollment meeting while citing

that several steps include entry level skills

Share examples and non-examples of how to

describe enrollment meeting elements

Explain why it is important to share thecommunication expectations and plan with

the customer

Share the potential for customer objections

while citing that the content will be provided in

another course

Allow for review of the material


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2. Provide Learning Cues Provide the enrollment meeting checklist and

other visual aids to help with learning the

procedure



with customers Provide articles for handling customer

objections while citing that the content will be

provided in another course

Provide the rubric that will be used to grade

the practice exercises



enrollment meeting

Assign groups for learners to practice

describing the test results and progress goalusing a synchronous communication program

Ask learners to create a project to practice

the completion of the enrollment process


assignments



4. Provide feedback on practice Learners provide peer feedback to Instructor

on the synchronous assignment and

Instructor summarizes the feedback andgives an average rubric score

Instructor provides feedback on the project for

the completion of the enrollment process




lesson




Orientation to Learning Instructional Strategies for Lesson 5 - Good

Communication: The Road to Customer

Retention(Objectives 4.0 4.3)


lesson 5 via text




2. State the objectives and desired Lesson overview will list the goals and


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performance outcomes purposes of lesson 5

3. Explain relevance of the instruction Same overview as above will describe why it

is critical to create and establish a customer

communication plan



Same overview in #2 will review the context

of the customer communication plan as it wasdescribed in initial training and how it relates

to customer retention



lesson



assignments


Subcomponents

Instructional Strategies for Lesson 5 -


(Objectives 3.0

3.5)1. Present content information A multimedia presentation (with graphics) will

restate the main lesson objective of Initiate

Customer Conferences and:

Define a customer conference and its

purpose

Continue lesson with the main scenario of the

course, including the outcome of the previous

step and explain that learners will guide the

virtual customer through customer

conferences Explain the steps and sub-steps that are

taken to initiate customer conferences

Describe the elements of a customer

communication plan citing the list of minimum

requirements

Share an example and non-example of a

good customer conference

Allow for review of the material

2. Provide Learning Cues Share examples of communication plans that

have been effectively used to providelearners with ideas

Share a list of the minimum requirements for

customer communication plans



with customers

Rubric for final project is shared with learners


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initial contact procedure

Present learners with discussion questions

regarding the 1-month communication plan to

discuss in a group Ask learners to create a project to

demonstrate their execution of the 3-month

communication plan


assignments



4. Provide feedback on practice The presentation software provides


Learners provide peer feedback to oneanother on the discussion thread assignment

with each learner reviewing the descriptions

of at least 2 of their peers

Instructor provides feedback to discussion

thread

Instructor provides feedback on final project

using a rubric scoring process


lesson

Instructor created announcement shared

before the final project is due will wrap up the

entire lesson and reiterate final steps

Measurement of Learning

Subcomponents

Instructional Strategies

1. Assess performance or progress

toward the goal

Informal formative assessment tools will be

utilized during each lesson and include the

following:

Question routines and review exercises in the

multimedia presentation of the content

Projects to demonstrate accomplishment ofthe learning task objectives done through

synchronous and asynchronous means

In the final module, students will submit their

communication plan and a ten minute

presentation of the 3-month customer conference

as a final assessment.


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2. Advise Learners of scores Feedback on the questions and exercises will

be provided through the multimedia

presentation software

Projects will be peer assessed or Instructor

assessed using rubrics

Students will be advised of all scores Remediation will be discussed if needed

The formative evaluation scores will be used

to determine the effectiveness of the course

in meeting the objectives. A baseline has

been established of 70% accuracy/scoring for

all company professional development.

Summary and Close Components Instructional Strategies

1. Provide opportunities for retention Additional cases or examples will be shared

to reinforce learning Course summary will be provided to learners

through text in the final module

2. Provide remediation for unmet

objectives

Students can review any of the previous

modules as they will remain open for learners

If many students have failed to meet a certain

objective, remarks will be added to the above

text summary for the course with

recommendations for sections to review

Learners will be asked to work with their

business consultant on certain objectives3. Enhance and enrich learning Additional exercises and materials will be

provided in each lesson, the suggestion to

review them in greater detail will be reiterated

Wrap up remarks via the summary

Reference to future professional development

activities will be provided in the summary

Overview of the Motivational Strategies for Communication Strategies

For Orientation to Learning Learners will be asked to provide a short introduction of themselves on the discussion board

primarily through a description of their current customer communication style

Photos and biographies of learners will be made visible to all students to create a sense of

community


The lesson content is very relevant to learners because it will contribute to the improvement


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of their customer retention

Learners already communicate and share ideas on discussion threads outside of the

course and will do the same within the course

Learners are interested in being in courses with franchisees from other parts of the country

Learners will be given a range of scenarios to work through including some challenging

ones Instructor will model positive participation and constructive feedback

Measurement of Learning

Instructor will provide timely and constructive feedback through email and discussion boards

when appropriate

Multimedia presentations will provide immediate feedback to promote competence and

learner attitudes

Multiple opportunities for practice with a range of difficulty levels can help support learner

confidence

Summary and Close

Learners will be encouraged to keep in touch with classmates to share more ideas on thesetopics

Learners will be able to review the course as needed and will be encouraged to do so

Plans for Handling Other Factors Related to WBI Project

Class Size

The class size will be limited to 18 participants because of the group work and the level of

interactivity required for the course

Navigation and Learner Control

The class will be about 50% learner controlled and 50% instructor controlled, this is due tothe linear nature of the content and the need for students to review the multimedia content

before attempting to complete all of the other activities

Buttons and links will be mirrored on each page for consistency and ease of navigation

Feedback

Immediate feedback is imbedded into the multimedia content presentations

Instructor will aim to answer all emails within 24 hours

Feedback will be provided in the grade book for learners on graded projects

Interactivity

Content interaction through multimedia content, automatic and facilitated question routines

and LMS notifications is provided Thread chats, email and synchronous communication will be used to encourage interactivity

Feedback from peers as well as Instructor on projects

Group or partner projects

An icebreaker/introduction will be used early in the course

Activity will be encouraged inside and outside of the course

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