Day 2 Review

S

100

"Begin with an end in mind."

Objectives

200

Reference to ensure that we make explicit objectives.

Blooms Taxonomy of Verbs

300

True or False.  We always need to consider our objectives before deciding what activity to use in a learning session.

True

400

The highest level in Blooms taxonomy of verbs.

Creating

500

Methods and techniques that you have to use and apply if you are to ALCify your classes.

CHALK and SAD

A

100

Also known as e-learning, online learning, or computer-based training.

Web-based Training (WBT)

200

Activity where u can use your QA form or specific section allowing learners to observe real interactions between the customer and agent, and, in turn, develop expectations about the job.

Call Recording or Guided Observation

300

Help develop the learners resourcefulness.

Scavenger Hunt

400

Usually done with 3 members, the customer, the agent, and the observer.

Role-play

500

Also known as Y-jacking or SBS.

Focused Observation

D

100

This allows your learners to reflect on their experience.

Debrief

200

True or False.  We have to follow and ask all the question in the 6 phases of debrief to effective do a debriefing question?

False

300

This debriefing question or phase allows your learners to be more objective.

How do you feel?

400

"People don't learn from experience.  If they did, they'd never make the same mistake twice.  They learn from ______ on their experience.

Reflecting

500

Type of questions that we can use in the 5th phase of debrief (what's next?).

Relevant questions