discuss policies or services on a specific account

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at 8:22 PM

Group 3 Goal Statement Discussion – Vern Mihill

Hi Vern, While this topic has several steps, the focus and scope seem like a great fit for the project. I’m looking forward to following along as a member of Group 3! Diving into the details a bit more, I’ve been highlighting the 4 parts of the complete goal statement for myself, so I did the same to yours and wondered if you could make the performance context and tools available portions more explicit? (the learners, what they will do, performance context, tools available):

Call center customer service agents will be able to correctly identify qualified callers in order to discuss policies or services on a specific account by verifying 3 pieces of information.

It’s implied that the performance context is when customers “call the call center,” like in the example on page 27, and the tools available are possibly this training, job aids, or utilizing the database, but naming them might make your instructional goal more specific. I tried to use the example from the text as a MadLibs-type exercise and just swapped out the words to match my learning module. The project examples were a bit mixed, however several of them seemed to name each component.

From my perspective, the style and content of your diagram are clear and easy to understand, fulfilling the requirement that “the statement of each step must include a verb that describes an observable behavior” (p. 47). Do you want to add a line from step 8 to step 10 to complete the call? If you turn the page to landscape orientation, it might be easier to follow the “natural flow of tasks from left to right” (p. 56). Stacking them vertically could be confused as indicating hierarchy; page 66 says, “all subordinate skills appear in boxes that are attached via lines coming from the tops and bottoms of boxes” (emphasis mine). I think page 67 has one of the best (simplest) diagram templates and explanations of how to organize the steps.

I’m also trying to figure out where to draw the line between entry and subordinate skills. Since we also need to create content for each subordinate skill, I’m hoping to keep them minimal and push most of them below the entry line.