“When you’re looking at ‘converting’ classroom training to an online format, try to actually get to the classroom event. Get clear on what really goes on there, as opposed to what you might hear in a meeting or via document review. Talk to the trainers or facilitators who run classroom events, and ask them about any tricks or special adaptations they might employ. Then work on ways to bring the richness—and maybe even fun—to the worker’s online experience.”
Though I rarely do traditional classroom work now, I’m still around it all the time, as it’s what my co-workers do all day, every day. Our halls are full of people here to attend classes. I hear them before sessions and during breaks, talking to one another or on phones calling home or back to the office. Often they are enjoying the class they’re in. And often they complain that the sessions are good, but not quite realistic, or not always relevant to their needs. In the classroom, a good trainer can adjust on the fly, a luxury not available to the eLearning designer. This month's column explores some common issues and ideas for overcoming them.
What's Happening in the Classroom?
What's Happening in the Classroom?
When we're in the classroom this is how we work on customer service skills for van drivers. Can you guess why? What happens in the classroom is sometimes worth knowing.
Compared to other service providers, a van driver’s situation is unique in a few ways:
- The driver always has his or her back to the customer
- The driver makes eye contact through quick glances in a mirror
- If there’s a problem, the driver has to get the van off the road, to a safe spot, and notify a dispatcher about the issue
Want more? You can access the full article at:
Also see 2011's Think "Transform", Not Transfer to Online
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