Professional Documents
Culture Documents
Telephone Operators range in age between 18-60 and they are all
women. Some have had prior telephone experience but for many, this is
their first job out of school. All TOs have completed high school or a
GED. Some have attended a few college courses but none of them have a
college degree. This role is considered entry level.
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Media [CU]
We will use PowerPoint to train the course, and create activities such as the
Jeopardy Quiz Game. We will also have handouts for the exercises, and an online
product scavenger hunt. The PowerPoint will contain product images as well as
examples of the new Online Product Guide.
Ownership [CU]
PJ Enterprises will own the material after production is complete. If they require
any material changes, or modifications to the online product guide, we can
perform additional hours of work at the same rate discussed in the project charter.
Kristen Smith
Instructional Designer
8/7/16
Date
Alaba Agbatogun
Project Manager/Sponsor
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Date
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Objective
N/A
Instructional
Method
Presentation of
facts and overview
of objectives.
Assessment
Method
N/A
Assessment
Description
N/A
Visuals / Media
Support
Slides with
visuals, agenda
and objectives.
Chart paper
"Parking Lot" a
place to "park"
questions that
may occur
during the
module. (sticky
notes)
3b
15
Phone etiquette
Given a variety of
statements learners
will identify the
statements that
represent industry
standards.
Presentation of the
industry standards
of telephone
etiquette.
Anticipatory
survey.
Students will
determine if a
statement is a
standard for
telephone
etiquette, they
will take a pre
and a post survey.
PowerPoint
presentation.
Anticipatory
guide for each
student.
The statements
are as follows:
1.Thank you for
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Handling Difficult
callers
3d
20
Partner exercise
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Given various
scenarios, learners
will apply etiquette
standards that aid in
dealing with
difficult customers.
Presentation of
various scenarios,
guidelines, and
solutions.
Demonstrate
application of
principles
Given various
scenarios, learners
will demonstrate
through role play
proper phone
etiquette when
dealing with a
difficult customer.
Demonstration of
principle-based
task. competency
in phone etiquette
while dealing with
a difficult customer
and ability to
administer a survey
Demonstration
of principles.
Assessment will
be completed
during the partner
exercise. (3e)
Demonstration of
the task through
role play with a
partner.
Slides with
scenarios and
possible
solutions to the
scenarios.
Slides, notes,
and visuals
posted around
the room from
previous
lessons.
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Wrap Up
Review and questions.
Throughout the
module learners
have written
questions and
observations onto
sticky notes and
have parked them
in the "parking
lot", the instructor
will answer and
address the
questions and
observations.
10
N/A
N/A
Slides, notes,
and visuals
posted around
the room from
previous
lessons.
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4b
15
Instructional
Method
Assessment
Method
Assessment
Description
Visuals /
Media Support
Product Guide
Orientation:
Presentation of
concepts:
N/A
N/A
A description of the
characteristics of the
new product guide and
how it differs from the
old product guide.
PowerPoint
slides showing
screenshots of
the new product
guide and
visually
contrasting the
new and old
guides
Hands on
Demonstration of the
Product Guide:
Objective
20
Hands on Practice
with the Product
Guide
Learners will practice
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Facilitator
workstation
with access to
the product
guide and
connected to a
project
Demonstrate tasks
4c
Apply procedures:
One
workstation per
learner with
access to the
product guide.
Given access to a
digital product guide,
learners will
complete key
Apply procedures:
Assessment Method:
Apply procedures: Practice tasks
Demonstrate tasks
11
One
workstation per
learner with
access to the
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procedures in
response to
scenarios.
Assessment Description:
Learners will be given a series of written
scenarios to work through at their own
pace. The facilitator will visually
monitor progress and offer corrective
feedback when necessary or when
requested.
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product guide.
Packet of
practice
scenarios, one
per learner.
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10
Assessment Method:
Apply procedure: Demonstrate
proficiency
Assessment Description:
Each learner will be given a packet
laying out a series of tasks that cover all
the key procedures necessary for using
the product guide.
Each learner will work individually to
complete the packet within the allotted
time in order to demonstrate
proficiency with the product guide.
4e
10
Review and
Questions:
One
workstation per
learner with
access to the
product guide.
Repeat information
N/A
N/A
Packet of
scavenger-hunt
tasks, one per
learner.
PowerPoint
slide with an
embedded
count-down
timer.
Product guide
job aid, one per
learner
PowerPoint
slide of the job
aid.
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