How can you deliver phone etiquette training online with ease?

1 Choose the right platform

The first step to delivering phone etiquette training online is to choose the right platform for your needs. You want a platform that is reliable, secure, and user-friendly, both for you and your learners. You also want a platform that allows you to create interactive and multimedia content, such as videos, quizzes, simulations, and feedback. Some examples of platforms that offer these features are Moodle, Teachable, and Skillshare. You can also use video conferencing tools, such as Zoom, Skype, or Google Meet, to conduct live sessions or webinars with your learners.

2 Define your learning objectives and outcomes

The second step to delivering phone etiquette training online is to define your learning objectives and outcomes. You need to have a clear idea of what you want your learners to know, do, and feel after completing your training. You also need to align your objectives and outcomes with the expectations and needs of your organization and your learners. For example, if your organization values customer satisfaction and retention, you may want your learners to demonstrate empathy, active listening, and problem-solving skills on the phone. If your learners have different levels of experience or backgrounds, you may want to differentiate your content and activities according to their needs and preferences.

3 Design your content and activities

The third step to delivering phone etiquette training online is to design your content and activities. You should create content and activities that are relevant, engaging, and practical for your learners, while also balancing the amount and type of content and activities. To do this effectively, consider using the ADDIE model for instructional design, the 70-20-10 rule for structuring learning, the ARCS model to motivate learners, Gagne's nine events of instruction for sequencing content, and the SAMR model for integrating technology.

4 Deliver your training and monitor progress

The fourth step to delivering phone etiquette training online is to ensure your training is accessible, convenient, and flexible for your learners. You should also track and measure your learners' progress and performance, and provide them with timely and constructive feedback. To do this, consider using the SCORM (Sharable Content Object Reference Model) standard to package and deliver your content across different platforms and devices. Additionally, you can use the features of a Learning Management System (LMS) to manage your learners' enrollment, attendance, completion, and assessment. Furthermore, the Kirkpatrick's four levels of evaluation (Reaction, Learning, Behavior, Results) can be used to evaluate your training's effectiveness and impact. Finally, use the SMART (Specific, Measurable, Achievable, Relevant, Time-bound) criteria to set and review your learning goals and outcomes.

5 Support and follow up with your learners

The fifth step to delivering phone etiquette training online is to support and follow up with your learners. You need to provide them with ongoing guidance and mentorship throughout their learning journey. After the training, it is important to reinforce their learning and retention. To do so, you can use the COACH model (Clarify, Observe, Assess, Communicate, Help) to coach your learners on the phone. Additionally, you can use the RACI matrix (Responsible, Accountable, Consulted, Informed) to assign roles and responsibilities to your learners and stakeholders. To further aid in learning retention, the Ebbinghaus forgetting curve can be used to schedule spaced repetition and review sessions with your learners. Lastly, the 5E model (Engage, Explore, Explain, Elaborate, Evaluate) can be used to create microlearning modules or refresher courses for your learners.

6 Celebrate and reward your learners

The sixth and final step to delivering phone etiquette training online is to celebrate and reward your learners. Acknowledging and appreciating their achievements and efforts is essential, as well as providing meaningful and motivational incentives and recognition. You can use Herzberg's two-factor theory to identify and address extrinsic and intrinsic motivation, while Maslow's hierarchy of needs can cater to different needs and aspirations. Gamification elements such as points, badges, leaderboards, levels, challenges, and rewards can create fun and competitive learning experiences. Additionally, social media platforms like Facebook, Twitter, Instagram, and LinkedIn can be used to share your learners' success stories with your network.

7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?