eLearning Archives - MGI Learning - Creating Better Service in Business

Nine characteristics of effective blended eLearning

Karan Hopper — Tue, 19 Mar 2024 10:25:56 +0000

Equipping your customer service team members with skills to manage any service interaction confidently and professionally can be achieved through effective eLearning or blended learning solutions. There are some important characteristics that make the outcome of such programmes very successful. The operational benefits of being able to modularise learning into manageable bite sized chunks can be easily realised through an engaging blended learning approach. At MGI our customers are often challenged to release team members for training in busy customer service environments, which is why we have developed proven eLearning solutions blended with in-person activities to ensure the learning is engaging, motivating and operationally manageable.

The formula for success that has worked for our customers can be summarised into nine key characteristics.

1 – Manageable modules: Ensure the Learning Journey for participants is delivered in manageable modules spread out and scheduled to fit in with operational demands. Forecasting the expected time required to complete each module helps participants plan and schedule their learning. This allows participants to pick up and put down the learning activities as needed to fit into their daily schedule.

2 – Engage with video presentation: Our customers tell us that having a professional and appealing presenter share the content through video is much more engaging for learners than text, graphic or photography-based presentations with audio. Having video teach can also provide a resource bank of short refresher content which can be used in a variety of ways to embed learning by reminding participants of the skills taught in an easily accessed way.

3 – Workbooks for activities and notes: Interestingly, feedback from participants is that having a workbook they can access digitally or print out and write in helps them build and retain knowledge. Having a document with activities and for notes to refer to when putting the skills into practice is a popular aspect of our eLearning programmes. Having the choice to use the workbook digitally or in printed form supports different learning styles and preferences.

4 – Digital activities: Using the power of eLearning programmes to create specific digital activities to break up the learning modules helps the transition from knowing about a skill or tool and starting to use it.

Having video teach can provide a resource bank of short refresher content which can be used in a variety of ways to embed learning and refresh skills.

5 – Knowledge checkers: Checking understanding and learning via quizzes and digital assessments allows you to track how well the learning is being understood and retained. Using appropriate quiz or assessment technology it is possible to assess knowledge, understanding and initial application of the new skills. –

6 – Quick Reference Materials: Summary materials in the form of quick reference guides or short audio bites are popular for revision and as easily accessible reminders to help with embedding the learning.

7 – Team based activities: Application activities led by managers, champions or trainers help to continue to deepen the learning and the use of the new skills after the initial training is completed. Discussing new approaches and sharing experiences including any challenges helps build deeper engagement with the new tools and can build a shared commitment to get the best value from the time invested in the training. Getting ideas from others on how they are using the tools can help to spread the benefits of the training quickly and effectively.

8 – Learning Journey: Ensuring there are additional activities which orchestrate the embedding by providing a roadmap for participants to continue improving their knowledge and use of the new skills give greater certainty that the learning will actually stick. These activities help participants and their managers to take stock at regular intervals of how well the embedding is going.

9 – Create a buzz!: Blended learning approaches can be highly successful in supporting major change initiatives. Creating positivity and enthusiasm as the programme progresses, with senior leaders actively promoting the training and being seen to enjoy taking part in it, role models the expected participation from all those enrolled. Building an effective and encouraging communications plan around the training especially celebrating successes from the use of the new skills can make sure the programme has longevity and the greatest value.

There are many benefits from considering an eLearning teach of new skills, including across entire organisations, if the programme is sufficiently engaging and enjoyable, and the expectation of completion within the stated timescales is clear. Cost efficiencies can of course be realised by taking this approach.

In our experience, the measurable outcomes achieved from any training programme rely on robust, orchestrated embedding activities being in place and easily accessible to all. Having the stamina to ensure follow through and the determination to get maximum value from the investment is made easier by having orchestrated learning journeys which leaders and managers can actively lead their teams through. Tracking and promoting successes, including positive experiences from the programme and key milestone achievements, keeps the programme on track and ensures that the expected outcomes actually happen.

Get in touch to learn how MGI’s eLearning programmes based on the Mindset, Language & Actions Toolkit can help your teams to deliver customer service excellence.

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The post Nine characteristics of effective blended eLearning appeared first on MGI Learning - Creating Better Service in Business.

Considerations for integrating eLearning into your learning strategy

Karan Hopper — Mon, 05 Feb 2024 14:54:57 +0000

There are many benefits of having eLearning and blended learning approaches as part of your organisational learning strategy. In our discussions with potential customers, many ask if we believe you can ensure that the eLearning solution is engaging enough to deliver the results needed. At MGI, we’ve shown that eLearning can achieve very high levels of engagement and deliver excellent outcomes and business success, particularly when combined with a blended approach.

In our experience eLearning can be a very effective way to build skills that underpin even major change initiatives, especially if we mirror the planning and implementation activities that characterise more traditional in-person training programmes, and complement these with important considerations specific to digital learning. Below we outline the actions that we have found to set these programmes up for success:

The rationale for the training

Any online learning requires the learner to take a higher level of personal ownership and responsibility for starting, following through and completing the learning than when they participate in planned in-person events. Therefore, it is even more important to fully engage them in the reason for the training. When people are booked onto an in-person event you expect them to turn up and you then have them as a captive audience that you can enthuse during the opening of the event and throughout the day. With eLearning this is different. So it is critical to take the time to truly understand and communicate the reasons for everyone to engage in the learning, to take the action needed to log on and make a start.

Spending time researching what would make a compelling rationale for your learners at all levels of the organisation and then using that to engage them to take part is an important foundation to a successful programme. Putting the time in to promote the reasons for the programme, the expectations of all learners and the benefits they will gain from it either through in-person briefings, engaging launch communications or videos will all help get buy-in and the kick start needed.

Engage leaders and managers and build into management process

As with any major training initiative, senior level sponsorship and management buy-in gives a valuable momentum to the programme. Leaders completing the programme, sharing their experience, endorsing the value of the learning, for example on organisational social media and in other communication forums, and demonstrating the use of the skills learned will encourage others to focus their time on this too. Linking the completion of the learning and the use of the tools to performance appraisals and objectives reinforces this focus and recognises those who actively participate.

Promote the operational benefits of eLearning modules

Most eLearning programmes are written in manageably sized modules that can be fitted around the organisation’s operational needs. Empowering people with the ability to fit the learning into their day, around other activities, or by setting time aside for them to complete the learning can help to manage objections about not having the time to invest in training.

eLearning, when accessible on any device and on the go, can further empower participants to complete bite-sized modules in between other activities. The learning can build over time alongside the day-to-day operation.

A video experience in eLearning far exceeds audio with text and graphics, static pictures or cartoon characters.

Variety in the Learning Journey

The modular approach of eLearning lends itself to a great variety of activities to keep learners engaged and to tap into different learning styles. Our customers tell us that a video experience with a competent and engaging presenter far exceeds audio with text and graphics, static pictures and cartoon characters on screen. Having a high-quality presenter delivering the content is a real tipping point for engagement.

Interspersing video-based learning with activities and opportunities to practice the use of the tools throughout the Learning Journey has proved to be a valuable way to deepen understanding and increase adoption of the newly acquired skills.

Track progress, check knowledge and use this valuable data

In any training intervention, ensuring that participants actually learn and apply the skills taught is essential to delivering the required outcomes achieved by having those skills. eLearning programmes can be monitored and tracked very easily, and with good management buy-in and by linking achievement of the milestones in the Learning Journey, it is possible to see how well people are progressing. This valuable information means that action can be taken to maintain momentum. Using digital quizzes and knowledge checkers also enables you to collect good data as you work towards the goal of people confidently using the skills in their day-to-day roles.

Bring the learning to life

Finally, having in-person activities in groups to discuss, practise and collaborate on the learning helps to bring a social or team-based aspect to the learning. In-person, team-based, manager or coach-led activities bring the learning to life and encourage participants to discuss what they have learnt, the value it provides, raise any questions and share their experiences.

By planning carefully for a major eLearning programme with supporting in-person activities, organisations can enjoy the benefits that eLearning brings. Training can be integrated into the organisation’s operational activities in a flexible manner, costs are saved on venues and travel for in-person events, material can be regularly reviewed and progress towards your goals is tracked. The key is to orchestrate the learning so that the reasons for it resonate with participants, leaders promote and role-model it, it is made operationally manageable and is brought to life through targeted team-based activities to apply learning.