Learning Circle 3: Blended Learning

Learning Circle 3: Blended Learning

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

3

• 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 -