Bruce Perry

e-Learning….. Learning into the next generation

Design Recommendations – (Assignment 2)

Design Recommendations

Context:

The program is for the Real Estate industry to help industry people of all levels to communicate effectively and accurately with clients.

The program can be for individual Real Estate agencies, or as an in house program or as an industry program by a registered training organisation.

Depending on who the program is for will depend on the number of participates, however, as a guide it is designed for a group of 10 – 30 people.

The Program:

Program:

Communicate Effectively and Accurately With Clients

Purpose/rationale for the program:

The aim of the program is to improve how well you communicate with the public and deal with potentially difficult situations

Objectives:

To realise the importance and benefits of good and effective communication within the workplace

Outcomes:

To be able to demonstrate that you have a practical understanding of the strategies and techniques required to ensure that communication is accurate and effective.

Competencies:

Have an ability to consider a number of scenario’s and demonstrate the ability to select the appropriate strategy and process to best meet the client’s and the agency’s needs.

Instructional Technique:

The program will be through face-to-face and online content with a heavy focus on social learning. The learning process should have a strong focus on group learning and problem solving, and drawing on experience of participates.

The delivery should include group work, individual exercises, lecture type content and video clips.

Content to be covered:

Introduction

Learning Objective

To have an overview of the key elements of effective and accurate communication

Key points to Emphasize

• Communication resources
• Building rapport
• Reflective Listening
• Handling Client Enquiries
• Complaint & Conflict Handling

Communication Resources

Learning Objective

To have an understanding of the inputs into effective and accurate communication

Key points to Emphasize

• Verbal and Non Verbal Communication
• Active Listening
• Clarifying Information
• Responding to questions

Building Rapport

Learning Objective

To have an understanding of the necessity of rapport building in effective and accurate communication

Key points to Emphasize

• be punctual & visit at appropriate times
• dress appropriately and do not take phone calls
• respect the vendor’s customs, for example, if shoes are sitting at the front door, consider removing your shoes before entering
• never smoke in a vendor’s home
• look at the vendor’s characteristics and find something that is common to both of you, for example, children, mutual friends living in the area or same sporting team
• use diplomacy, avoid discussing politics, religion etc
• listen to what the vendor has to say
• take notes where appropriate

Reflective Listening

Learning Objective

To have an understanding the importance of reflective listening in effective and accurate communication

Key points to Emphasize

• Definition of Reflective Listening
• The purpose of Reflective Listening
• Examples of good and bad Reflective Listening

Handling Client Enquiries

Learning Objective

To be able to handle client enquiries effectively

Key points to Emphasize

• Types of enquiries and how they are generated
• How to appropriately record different types of enquiries
• How to appropriately handle and pass on different types of enquiries

Complaint & Conflict handling

Learning Objective

To have an understanding the necessity of effective complaint & conflict handling

Key points to Emphasize

• Listen and identify the problem
• Act and offer a solution as soon as possible
• Investigate why the complaint arose
• Learn from the complaint

The learning theories:

The learning theories will be Social Learning through behaviourist Theory.

Social Learning Theory

Social learning is learning in a social atmosphere, learning through other people, learning in a collaborative way. Observing the behaviour of others, the outcomes of those behaviours play a significant role in the learning process.

Behaviourist Theory

Behaviourist theory is the practical theory. Learning is linked too behaviour. Changes in behaviour occur through practice with reinforcement through reward. Behaviourist theory involves learning through practice and learning from others.

Behaviourists say that learning is represented by a permanent change in behaviour; in contrast, social learning theorists say that because people can learn through observation, their learning may not necessarily be shown in their performance. Learning may or may not result in a behaviour change.

Cognition

Cognition plays a role in learning. Social learning theory has become increasingly cognitive in its interpretation of human learning. Awareness and expectations of future reinforcements or punishments can have a major effect on the behaviours that people exhibit.

Social learning theory is considered a bridge or a transition between behaviourist learning theories and cognitive learning theories.

Storyboard:

Objects

Social Learning

Behaviours Theory

Outcomes / Competencies

Instruction and Learning

Cognition

Recommendations for integration of technologies:

The program will use a combination of face-to-face and online content with a heavy focus on social learning.

The program will use Wiki with blogs for the online content. The Wiki will be a group wiki with the facility for individual blog per learner. The instructor will post course material on the Wiki with quizzes completed within the Wiki environment.

Wikis and blogs are a social learning tool, collaborative in their nature, which have behaviourist theory incorporated. They are a social learning tool because of their collaborative approach and are behaviourist because they encourage learning from others.

The Wiki will have to be specially design to incorporate all material, blogs and quizzes within the Wiki environment. The learners will not be expected to learn new technologies, with the exception of learning how to log into the designed Wiki.

A fundamental part of the program is learning in a collaborative way through the use of a Wiki, however, it is equally important that all material is incorporated within the Wiki from a design viewpoint, with learners only logging into the system.

Social learning is a powerful learning theory. Learners often learn a great deal simply by observing other people. Learners must believe that they are capable of accomplishing tasks. Therefore, it is very important to develop a sense of self-efficacy for learners. Instructors can promote such self-efficacy by having learners receive confidence-building messages, watch others be successful, and then experience success on their own. It is very important to set realistic goals and assessment to challenging the learners as opposed to over bearing them.

Resources:

The following web sites will be useful in preparing content.

http://www.scu.edu.au/schools/gcm/ar/arp/communicn.html#a_com_intro

http://tlt.its.psu.edu/suggestions/teams/student/communicate.html

http://hwebbjr.typepad.com/openloops/2005/05/ten_ways_to_imp.html

Referencing:

http://www.scu.edu.au/schools/gcm/ar/arp/communicn.html#a_com_intro

http://tlt.its.psu.edu/suggestions/teams/student/communicate.html

http://hwebbjr.typepad.com/openloops/2005/05/ten_ways_to_imp.html

http://www.realestatetraining.com.au/

http://www.reinsw.com.au/