Delivering Excellent Customer Service through Training

Leadership plays an instrumental role in the success of any organization. That’s why D&H Distributors values leadership training. Megan Garrett, director of L&D and DE&I shares how her team built a leadership training program from the ground up and how it’s contributing to measurable growth of team members and their company. 

Show Notes:

Megan Garrett shares her journey of building a leadership training program and offers these key points.

• Strategic Approach to Competencies: D&H Distributors took a strategic approach by identifying key competencies applicable across the organization. These competencies serve as a foundation for training initiatives, ensuring that employees at different levels have the skills necessary to meet organizational expectations.
• Real-world Application in Training: Leadership training participants gain valuable experience by working on hands-on projects and honing executive presentation skills that are applicable to their roles. 
• Continuous Learning and Adaptability: Megan stresses the importance of adapting to change because of the dynamic nature of their learning initiatives. From refreshing leadership competencies to upcoming initiatives like a new sales curriculum, the commitment to continuous learning reflects the organization's adaptability to evolving needs and industry trends.

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

For twenty years, The Learning Guild has helped shape the conversation for learning professionals. Learning Guild CEO David Kelly shares his perspective on the evolution of the training industry, the role of new technologies, and emerging opportunities for industry leaders.

Show Notes:

David explores the shifting dynamics of how organizations approach learning and development. Here are some of his key takeaways.

• Training in the Flow of Work: David reminds us that the most disruptive way to train someone is to take them off the job and have them attend training. When possible, providing learning and support resources in the flow of their work is a better solution.
• Providing Training ROI: He suggests that we focus on how learning initiatives impact the business metrics that matter most to the organization to demonstrate value.
• Data-Informed Learning Strategy: David advises that we capture and use data that aligns with the metrics already valued by the organization. Instead of being overwhelmed by the vast possibilities of data, he suggests understanding what data the organization is paying attention to and connecting learning efforts to those metrics.
• Evolution of Workflow Learning: David emphasizes that technology, particularly platforms supporting workflow learning, has caught up with the promise, creating exciting opportunities for learning and development professionals to enhance performance and problem-solving.
• Generative AI and the Future: He acknowledges the potential of generative AI in accelerating the adoption and application of workflow learning. While optimistic about AI’s use, he also emphasizes the need for careful consideration in how these technologies are used and understanding their impact on the field of learning and development.

 Learn more about the Learning Guilds’ HR & Tech Conference

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

The user experience is more than just usability. In this episode, learning experience and design consultant Connie Malamed shares practical methods for improving the effectiveness of eLearning. 

Show Notes:

Connie Malamed shares tips for learning experience design including:

Importance of User Experience (UX): User experience is the totality of a person's interaction with a product or learning event. This includes factors like engagement, satisfaction, and even support from managers and other who contribute to a positive learner experience.

Common Mistakes in Usability: One prevalent mistake is the failure to use interviews and surveys to better understand the learner, their need for the learning and how they will apply it.

Think Aloud Method: Connie introduces the Think Aloud method as an effective and inexpensive approach to gather learner feedback. By observing individuals as they perform specific tasks and express their thoughts aloud, designers gain insights into user experiences, preferences, and potential challenges.

Creating User Personas: Developing user personas is a valuable practice in instructional design. While some critics argue about potential stereotyping, Connie suggests breaking the audience into subgroups and using personas to humanize the approach. This method helps designers understand their audience's characteristics and needs.

Tools for Improved Usability: Connie recommends tools borrowed from user experience design and design thinking. These include personas, empathy maps, journey maps, and storyboards. These tools contribute to a more inclusive and accessible design process, enhancing the overall usability of e-learning projects.

Visit Connie's eLearning Coach website

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

The right combination of strategic planning, organizational development, and training can lead to success. In this episode, Monica Gould, President of Strategic Consulting Partners, shares how meaningful learning experiences can engage a workforce.


Show Notes:

These takeaways reflect Monica Gould's insights into effective learning strategies, organizational development, and the importance of customization and measurement in training initiatives.

• Create meaningful learning experiences: Consider shifting from traditional lecture-based learning to more meaningful learning experiences. Gould says that adults prefer to learn through engaging training and hands-on experiences rather than passive lectures.
• Engage and develop a workforce: Align learning initiatives with the organization's strategy and vision to help build organizational capacity.
• Tailor solutions to get results: Provide customized solutions that are tailored to the specific needs of each audience. By understanding the organization’s culture, concerns, and workforce dynamics, you can create personalized learning experiences that are more effective than generic, off-the-shelf training.
• Measure impact for continuous improvement: Measure the impact of training beyond immediate feedback. Using the Kirkpatrick model, assess behavioral changes, employee retention improvements, promotions, and cultural shifts. This data-driven approach allows for continuous improvement and helps organizations see the long-term effectiveness of the learning programs.

Learn more about Strategic Consulting Partners

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

Educating external audiences presents some unique challenges compared to internal, employee training. In this interview, Thought Industries CEO and Co-Founder Barry Kelly discusses the complexity of pricing strategies, the importance of brand continuity, and the need to use the right LMS to support learners outside of your organization. 

Show Notes:
Thought Industries CEO and Co-Founder Barry Kelly shares best practices for creating learning experiences for external audiences including the following: 

• External Training Complexity: Providing external training for distributors, re-sellers, and customers requires understanding their unique needs, languages, and currencies.
• Learning as a Competitive Differentiator: Businesses can provide training as a competitive differentiator by using training to distinguish their product or service from other providers. 
• Monetization Strategies: Organizations need to decide whether training is included with their product or service or whether their training has the value that enables them to charge extra for it.  
• Critical Differences in External Learning Management Systems (LMS): There are many distinctions for an LMS for external learners including the possibility of e-commerce tools, integrations with external systems (CRM, content management, etc.), front-end mechanisms for content promotion, and the robustness required for handling large-scale external learning operations.
• Brand Continuity and Learning Experience: The importance of brand continuity in external learning experiences takes center stage. The quality and reflection of brand values in every aspect, from content delivery to personalized targeting, has become critical for success.

Learn more about Thought Industries
Download The State of External Enterprise Learning Report 2023
Read Barry Kelly and Daniel Quick's book, Customer Education Playbook

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

Students at Harrisburg University (HU) are learning how to evaluate and leverage technology to create engaging experiences. Charles Palmer, Executive Director, Center for Advanced Entertainment and Learning Technologies and Program Chair and Associate Professor, Interactive Media shares how the lessons learned at the University can be applied to new approaches in eLearning development.

Show Notes:
HU's Charles Palmer offered a thoughtful approach to using technologies to improve the learning experience including these takeaways:

• Engaging learners in active learning experiences and practical application can be more effective than traditional lectures. 
• Virtual reality can enhance the learning experience and prepare learners for success on the job. Creating safe environments for learners to fail and learn from their mistakes is crucial.
• The integration of generative AI into training can make eLearning development more efficient, allowing for more creative approaches such as gamification. 
• AI tools can be valuable in various aspects of teaching and learning, from generating rubrics to enhancing reading assignments and simulating coaching scenarios.

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

As you design and develop learning experiences, AI can be a powerful ally. In this episode, Jenessa Jacobs, director of training at Second Avenue offers ways you can use artificial intelligence. 

Show Notes:
AI enthusiast Jenessa Jacobs shared these insights about leveraging artificial intelligence to improve your L&D work.

• Utilize AI as a Partner: Treat AI as if it were another knowledgeable person in the room. Use it to bounce ideas off of, discuss topics, and seek assistance in various aspects of your work.
• Save Brain Power: AI can be a valuable tool to save your cognitive resources for more critical tasks. Let AI handle repetitive or time-consuming tasks, such as generating content, analyzing data, or creating visuals.
• Apply AI Across the ADDIE Model: AI can be integrated into all phases of the ADDIE (Analysis, Design, Development, Implementation, Evaluation) model for instructional design. For example, AI can assist in analysis by identifying gaps and variables, help design content, generate scripts and visuals, and evaluate training effectiveness by analyzing data and generating reports.
• Confidence and Competence: Building confidence and competence in using AI is crucial. Start small, explore AI tools, and gradually integrate them into your workflow. Proofreading, verifying AI-generated content, and citing sources are essential practices.
• Align with Organizational Goals: Always connect AI usage to your organization's business goals and objectives. Ensure that AI helps you achieve those goals and improves efficiency in your learning and development processes.

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

Learning and development professionals are finding new ways to leverage the power of artificial intelligence every day. Michelle Echevarria, director of learning and development at JBS International and an early champion of AI, shares some best practices for using AI in the L&D industry.

SHOW NOTES:

Michelle Echevarria offers many ideas for using AI in your daily L&D work including the following: 

• AI Integration is Inevitable: AI is becoming increasingly prevalent in the field of learning and development. While it's still in its early stages, it's essential to recognize that AI will become an integral part of L&D processes in the future.
• AI Can Enhance Efficiency: AI tools like ChatGPT can significantly enhance efficiency in instructional design and development. They can assist in creating prompts, generating outlines, and even providing initial drafts of content, reducing upfront development time.
• Experiment and Learn: Don't be afraid to experiment with AI tools. Start small, explore different applications, and learn what works best for your team and organization. It's a learning process for everyone, and the possibilities are vast.
• Mind Guardrails and Bias: While using AI, be mindful of ethical considerations. Avoid sharing sensitive, personally identifiable information with AI tools, and always implement a human checkpoint to ensure the quality and accuracy of AI-generated content. Additionally, be aware of biases in AI and take steps to address them.
• The Future of AI in L&D: AI will likely become an integral and inconspicuous part of everyday L&D tools and processes. Just as social media and the internet are now seamlessly integrated into our lives, AI will be embedded in software and development practices, offering limitless possibilities for innovation and efficiency in learning and development.

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

Making the move from instructor-led training to eLearning can be a massive undertaking but as our guests David Grodzicki and Jared Morgan from StoneX explain, having a learning strategy based on tried and true techniques is half the battle. 

Show Notes:

David Grodzicki and Jared Morgan share their journey launching the StoneX eLearning Risk Management Academy and offer advice for other learning leaders embarking on a large-scale learning project. These takeaways emphasize the importance of careful planning, collaboration with SMEs, and taking a learner-centric approach when converting instructor-led training to an online format.

• Importance of Learning Objectives: Creating clear and performance-based learning objectives is essential for the success of any eLearning project. They guide the content development process and help in assessing the effectiveness of the training.
• Involvement of Subject Matter Experts (SMEs): Collaborating closely with SMEs is crucial for gathering domain-specific knowledge and ensuring the accuracy and relevance of the content. It's essential to respect their expertise while also gently guiding them towards effective eLearning content.
• Diverse Instructional Methods: Employing a variety of instructional methods, such as animated scenarios, SME videos, gamification, and interactive elements, can enhance engagement and learning outcomes for online learners. These methods help create a dynamic and engaging learning experience.
• Beginning with the End in Mind: Starting the project with a clear vision of the desired learning outcomes and the needs of the target audience is critical. Taking the time to plan and strategize in the early stages can prevent issues and rework later in the project.
• Continued Support and Engagement: After launching an eLearning program, it's important to provide ongoing support and opportunities for learners to ask questions, seek clarification, and further enhance their knowledge. This ensures that learners can fully benefit from the training.

Learn more about the StoneX eLearning Risk Management Academy 

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.

As the training industry evolves and grows in an ever-changing marketplace, Training Industry  helps learning leaders evolve with insights, education, and best practices. Training Industry CEO Ken Taylor shares the state of the market and discusses how AI will help shape the future of L&D.

Show Notes:

Ken Taylor offered many insights about the state of the training industry including these key insights:

• High-performing organizations invest more in leadership development than underperforming companies. 
• Learning leaders are increasingly investing in learning technologies, such as AI systems, authoring tools, and coaching platforms. AI can speed up course development and improve learning experiences.
• While generative AI can speed up course development, it's recognized that human expertise is still essential to ensure accuracy and authenticity.
• Cohort-based learning platforms are being utilized to scale programs quickly and build a sense of community among learners. These platforms allow for more engagement and collaboration among learners during and after the learning process.
• Learning leaders are increasingly being integrated into organizational change initiatives and strategic decision-making. Their expertise is being sought to facilitate organizational shifts and drive positive impacts.

Related resources from Training Industry:

The Future of L&D is Bright: A Bright Idea from TICE 2023, by Sarah Gallo
Learn more about TICE

Powered by Learning earned an Award of Distinction in the Podcast/Audio category from The Communicator Awards and a Silver Davey Award for Educational Podcast. The podcast is also named to Feedspot's Top 40 L&D podcasts and Training Industry’s Ultimate L&D Podcast Guide.

Learn more about d'Vinci at www.dvinci.com.