LEARNING CIRCLES ABOUT LEARNING - BLENDED LEARNING -
CHECKING-IN
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Where is your mind at the moment?
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Where is your attentional focus at?
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Please take a piece of paper and write down anything that may be in your mind and might distract you
LEARNING CIRCLES
OUR Collaboration
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Correlation Vs Causation
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Basic brain anatomy: the neurons
6 methods to identify learning needs The 70:20:10 model
L&D ANALYSIS AND THE 70:20:10 MODEL
NEURO- SCIENCE OF LEARNING
Focused and diffused models of attention Sensations and emotions in learning
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Neuroplasticity
Application practice on the 70:20:10 model
Tips from neuro-science
LEARNING THROUGH EXPLORATION
Review on the Principle of Learning 4 and its application In our role
WHY MOVING TO BLENDED LEARNING?
Definition and benefits of the Blended-Learning Model Application in our roles
PRE-WORK REFLECTION
Podcast by NPR (TedRadio Hour)
PRACTICE BLENDED LEARNING
Everyone practices and applies Blended Learning.
DESIGNING BLENDED-LEARNING
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Conversations, ideas and collaboration on how to use the Model in our roles
TODAY’S LEARNING CIRCLE
REVISITING 4 Learning Principles
In Abu Dhabi, we learnt 4 principles of learning through the Michael Jackson dance activity.
Memory needs repetition
Memory needs meaning
Learning is cumulative
Learning through exploration
LEARNING THROUGH EXPLORATION
Learning is embedded in our Human Condition.
From early stages, learning enables us to adapt to the world we live in.
LEARNING IS SELF-DRIVEN How can we use this principle in our roles?.
Pre- Work
LEARNING IS A BIOLOGICAL FUNCTION How can we use this principle in our roles?
LEARNING HAS A SOCIAL COMPONENT
How can we use this Principle in our roles?
TODAY’S STATEMENT
The principle of Learning through Exploration requires an understanding on how:
Learning is self-driven
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Learning is a biological function Learning has a social component
As such, learning experiences that are effective, emotionally engaging, Innovative and transformational should integrate multiplemethods that acknowledge these factors. This will help us SPARK our learning!
BLENDED LEARNING!
The solution…
WHY DID ORGANISATIONS START TO USE BLENDED LEARNING
WE DO
WHAT CAN
TO START IMPLEMENTING
BLENDED LEARNING MORE?
DEMONSTRATING BLENDED LEARNING
WHY MODULAR?
Brief modular sessions in more frequency are more effective than a one off session with a lot of information
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• IDENTIFY TOPIC, OBJECTIVES, TARGET AUDIENCE AND THINK MODULAR!
2
• SELECT MULTIPLE ACTIVITIES TO MAKE THE LEARNING BLEND. USE DIGITAL TOOLS AND AGAIN THINK MODULAR!
1
• DESIGN YOUR WORKSHOP (SPEND TIME IN THE MODULAR COMPONENTS) AND ROLL OUT
CONFIRMING THE NEED
You reviewed business analytics and confirmed that resolution rates on Complaints decreased by 5% and No. of complaints increased by 8% in the last 6 months
MODULAR DESIGN
3 Modules of 3 hours each, topics: • Why are guests complaining? • The psychology of a complaining guest • Steps to handle a complaint
PROJECT
OPPORTUNITY
A General Manager has requested to create a learning workshop about Complaints Handling.
PROBLEM STATEMENT
BLENDED MODULAR DESIGN:
Pre-Work:
Pre-Work:
Post-Work:
Pre-Work:
Using a digital Info-graphic analyse complaints trends for the last 6 months Interview a Duty Manager asking what is the main reason guests complaints
Watch a 10 minute video about the reactions that guests have when they complaint
Using a Digital Board share your experiences dealing with at least 2 complaints after the training in the next 2 months.
Spend 10 minutes with a senior leader who is very strong at handling complaints looking for advise on what should be done
MODULE 2: THE PSYCHOLOGY OF A COMPLAINING GUEST
MODULE 1: WHY ARE GUESTS COMPLAINIG?
MODULE 3: STEPS TO HANDLE A COMPLAINT
Session:
Session:
Session:
Using Digital Flashcards containing guest profiles, identify reasons why they may complaint according to their profile
Watch videos on complaints handling to extract tips
Facilitate conversation why guests complaint using pre-work analysis and interview Visit a website that provides Global statistics on the effects of complaints in hotels Affinity Wall: Let’s identify the top five complaints in our hotel
Role play the five top scenarios from module 2, using the guest profile information Study body language techniques on positive mirroring for complaints handling
Theory on psychology of complaints
Study case (Sound-bite) presenting main generic reactions from guests complaining
Debrief on Pre-Work
BENEFITS
THINK ARE THE
WHAT DO YOU
OF THIS
BLENDED LEARNING DESIGN?
TYPE OF
OUT of this World!
Learner-Driven
Learners are responsible for their own learning
Cost Effective
YOUR ROLE IS
Reduced sessions into smaller chunks (modules)
To facilitate tools, resources, providing access for learners to go when they need to; descentralising the learning function
Long Term
The learning sticks for much longer: Classical Conditioning Theory
INCREASE YOUR IMPACT
Designing Blended Learning Solutions will provide strong ROIs and as such increase your impact in the hotel
IMPORTANT characteristics of Blended Learning
Blended learning creates social learning ecosystems
Blended learning is should be structured
Blended learning should follow a process
Blended learning requires that the facilitator takes time to design it
LET’S PRACTICE USING A DIGITAL BOARD
Please log in into RealTime Board and using the link before access the board: https://realtimeboard.com/app/board/o9J_k0d- N4w=/
The 3 steps to consider and the profile of the modern learner
The Handling Complaints example
PRACTICE
THEORY
DEMONSTRATION
FAIL
WHAT CAN DESIGNING A TRULY BLENDED LEARNING SOLUTION ? WHEN
CHECK OUT
ONE THING
THAT YOU WILL BE
IMPLEMENTING FROM THIS LEARNING CIRCLE
IDENTIFYING LEARNING NEEDS ANALYSIS AND 70:20:10 model
BLENDED LEARNING
NEURO-SCIENCE OF LEARNING
DIGITAL TOOLS
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HAPPY HOLIDAY’S
LEARNING CIRCLES ABOUT LEARNING - BLENDED LEARNING -
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