developing digital skills through flexible delivery
DESCRIPTION
The approach taken to enable a large group of staff to develop the digital skills and knowledge required to confidently deal with a high volume of telephone calls and use software to fill vacant places in Clearing. The group had a mixed skill set and a short amount of time to gain new skills. Using the flipped classroom approach, factual and contextual information was delivered through online activities allowing for the maximum amount of classroom time to be dedicated to gaining practical digital skills.TRANSCRIPT
Developing digital skills through flexible delivery
Anna ArmstrongNottingham Trent University
Image by JD Hancock http://www.flickr.com/photos/jdhancock/9182088790/ CC BY
Context: Clearing 2012
Image by Steve Rhode CC BY-NC-SA 2.0
Context: Clearing 2012
Image by Steve Rhode CC BY-NC-SA 2.0
Offer a place at
NTUContext
Role
Working conditions
Entry require-ments
Admissionprocedure
AAB+ students
Qualifica-tions
Cisco IP Communi-
cator
Cisco Agent
Desktop
Clearing Call Centre
SPIN
Online Enquiry
Form
Call script
Processes and technologies
The challenges
Image by westpark available under a CC BY-NC-SA 2.0 license
#1 Large cohort, mixed ability, limited time
Image by Dylan Meconis CC BY-NC http://www.flickr.com/photos/quirkybird/3180195361/
A blended approach
Image by Gisela Giardino http://www.flickr.com/photos/36613169@N00/127555697 CC BY
#2 Self-directed learning
Intuitive Relevant Supportive
An effective learning experience?
What’s it really like?
Designed for reading online
How am I doing?
Image by myfear CC BY-NC-SA 2.0 http://www.flickr.com/photos/myfear/283504968/
Help! I’ve never done this before
I’ve been doing this for the past five years.
I know more about this than you do!
#3 Mixed skill set
#4 I’ve got other things to do
Image by Tethys CC-BY-ND 2.0 http://www.flickr.com/photos/24830562@N08/5809329930/
Online impact
Gave a flavour of what to expect in Clearing
Agree
Disagree
98%
Could concentrate on practical activities in workshop
Agree
Disagree
92%
Online impact
Quiz Time!
The online resources were invaluable. An excellent source of information and
something that could be tapped into at any time.
Very flexible which is needed at such a busy time of year… in the past I have found that information obtained during the workshops
could be forgotten by the time my shift came around.
Online impact
Workshop
Offer a place at
NTUContext
Role
Working conditions
Entry requirements
Admissions procedures
Free studentsQualifications
Telephone
Call queue
Are there any vacancies?
Have I got a place?
I have another query
What do I say?
#5 Have they done their homework?
Image by HumanSeeHumanDo CC BY-NC flickr.com/photos/99051133@N00/3790780707/
Ask the audience
# 6 Effective use of contact time
A practice-based approach
Scaffolding learning
Image by Martin Fisch http://www.flickr.com/photos/marfis75/6487647149/ CC BY-SA
Realistic scenarios
Online learning
Workshop skills
#7 Bringing it all together
Practise in a Clearing Call Centre environment
Applicants Clearing Operators
30 minutes each
#8 I’m going to forget all this
Help!
Further support opportunities
For first timers the workshop is invaluable.
Gives the opportunity to test equipment and
participate in simulations which builds confidence so when you do it for real the
positive benefits are directed at the most
important thing ‘clearing applicants’.
The test with voting buttons was inspired and really
improved and clarified my understanding of the content of the course.
Workshop Impact
Unintended impact
Image by morberg http://www.flickr.com/photos/morberg/3842815564/ CC-BY-NC 2.0
Online one-stop-shop
Image by See-ming Lee available under a CC BY-SA 2.0 license
Tips to take away
Put the task at the heart of your design
Clear communication with learners and managers
Demystify the task
Provide opportunity to try things for real
Be realistic about what you can achieve
Build strong and open relationships
Any questions?
Image by Steve Rhode available under a CC BY-NC-SA 2.0 licence