5.+F.A.Qs+and+Reflective+Journal

=F.A.Qs and Reflective Journal=

In response to the Company's challenge of having to train sales staff to deal with and learn how to manage difficult clients. The blended solution includes 'static' electronic materials and self-paced asynchronous e-learning solutions.

FAQs café
 * Collaborative area where frequently asked questions are posted in to a database. These questions can be posted and answers by all colleagues in the sales team. It will be a repository of questions and answers that can be added, updated and searched. To encourage collaborative learning and engagement with colleagues
 * Discussion forums will also be in place to comment further on training program and topics raised in sessions with facilitators.
 * Blend: asynchronous.
 * Format: wiki

Support Materials
 * Complementary information sheets that summarise key areas for sales professional in dealing with difficult clients. These areas cover communication style, cultural styles and negotiation skills.
 * Multiple Choice Quizzes. The quiz questions can be drawn from printed sales materials that the employees are already familiar with and use in the day-to-day activities. The FAQs will also feed in to this question pool and to create new quizzes.
 * Revision of videos and scenarios
 * Blend: asynchronous, self-paced
 * Format: company intranet site

Reflective eJournal
 * A reflective journal to assist employees to capture personal notes and comments about their day-to-day or weekly activities.
 * This is strictly a personal space that is not viewable to other colleagues in the company.
 * An opportunity to outline the things that were good and what was challenging or difficult in the job for that week.
 * Promotes reflective thinking and capture informational nuggets such as achievements, awards, solutions to problems and advice give or received
 * Mode: asynchronous, self-paced
 * Format: ePortfolio. Suggested software: Microsoft OneNote