Corporate learning is entering a new era – one of social, collaborative and employee-driven learning. But today’s call center employees still need formal training that is built around specific performance gaps and required skills. They also need a complete “learning environment” that provides support and the ability to collaborate to solve problems. Add good management supervision and support for ‘transfer of training’ (applying what they learned in training back on the job) and you’ve got all the ingredients required for real learning to take place. Companies that ignore the distinctions and the trends will be lost on the junk heap of history.
That being said, there are a series of pressing questions every organization is asking (or should be asking); if your trainers aren’t nudging you with these questions, you’re wasting your training dollars.
Question 1: How is your organization or department handling the evolution of training at work?
Question 2: Are you seeing or experiencing the shift away from traditional Instructor Led Training (ILT) to Elearning and Mlearning (mobile (device) learning)?
Question 3: Are you creating formal and informal learning opportunities? (The terms’ formal’ and ‘informal’ learning have nothing to do with the formality of the learning, but rather with the direction of who controls the learning objectives and goals. In a formal learning environment the training or learning department sets the goals and objectives, while informal learning means the learner sets the goals and objective.)
Research you need to know about that drives our leading-edge training design and delivery shows that
- About 70% of learning is provided through the use of challenging assignments and on-the-job experiences. (Informal)
- About 20% of learning is developed through relationships, networks and feedback. (Informal)
- About 10% of the learning is delivered via training processes. (Formal)
My advice? Look at your standard training program and start chopping it up into little, itty, bitty pieces that can be repurposed into informal learning structures. Let me know if you need any help!