Training 2.0

Technology – as always – is expanding fast. It’s not just the proliferation of smart phones and, now, tablet computing hardware such as the much-acclaimed iPad. It’s also the strength of the connections between computers and networks that are enabling a whole host of new interactive applications.

When it comes to training, learning and development, that means plenty of new ways of doing things. Training organisations have always been heavy adopters of technology and are now making use of some of the most creative web-enabled networking tools available. These aren’t simply replacing traditional classroom programmes, but enhancing them – as well as allowing training to be conducted, almost, between any two points in the world.

Andrew Calvert, Regional Director and Solution Architect, AchieveGlobal, says clients are rushing to take advantage of every development. “The take up has accelerated over time as organisations realise the cost saving of not having to fly employees to and from training,” he tells HRM.

Interactivity

One such training organisation is Singapore’s Service Quality (SQ) Centre. The customer service-focused group has invested substantially in the technology arena, as part of its focus on an “experiential” style of learning. Shirley Tan Keow Pinn, Head, Business Development, SQ Centre, says the showpiece is the Centre’s Service Theatre.

This “truly interactive environment” is a mini-cinema, in which training participants can interact directly with life-size characters in the midst of real-world situations, taken and filmed from their own organisation and workplace. With multiple tracks filmed, the characters are able to act, and react, according to the actions and demeanour of the live participant.

Tan says this is a great way to teach the subtle art of customer service. “This is a refreshing change from the traditional role play,” she said. “With the Service Theatre capability, the trainer is now able to put in an element of surprise – such as an angry response instead of a friendly one.”

The Service Theatre makes the learning journey “realistic, enjoyable and fascinating” for students of customer service. What’s more, because the scenes can be filmed in the exact location or work environment, it also proves extremely relevant to both participants and the client organisation.

Other groups are also taking on creative interactivity applications. AchieveGlobal, which specialises in leadership development and sales effectiveness training, is investing in the continued development of Virtual Instructor-Led Training, Colvert says this will work to integrate e-learning and classroom training to blend in to the actual workflow of an employee. “Look out for the new term ‘blended workflow’ in the near future,” he said.

eLearning options

The centre piece of training technology is eLearning: using the internet and communication tools to create training programmes that can be participated in from anywhere in the world. Calvert says technology allows these systems to constantly improve and update. “The first attempts at training over the phone or computer date back 10 years,” he said. “But these have rapidly improved with experience and technology advances.” He cites factors such as inbuilt webcams and higher bandwidth availability as key to this progress.

Tan says e-learning allows participants to enjoy on-demand training at times and places that suit them. Research shows the engagement levels and interaction between instructors and students can also be improved once the training is delivered through the information superhighway. “By being online, learners have more time to digest information and are in a better position to ask questions,” she said.

A new range of potential delivery devices is also capturing the interest of training providers. Calvert says the explosion in demand for Blackberrys, iPhones and similar handheld devices is set to add even more options for busy professionals. “As smart phones improve, we have yet another way to deliver learning,” he says. “The tablet device is another exciting development.”

Out with the old?

Given all this change and all the flexibility and interactivity now available, is there still value in traditional classroom style teaching. Will training organisations still need to invest in good old brick and mortar?

Both Tan and Calvert say ‘yes’. They note that there are still some subject areas for which classroom learning offers the most suitable environment. Additionally, much of the best technology is still classroom-based applications – like SQ’s Service Theatre. The most effective use of technology is often to blend it with traditional learning methods.

“Compliance training can be mediated through online learning but for communication (soft) skills you still need to practice with other people and get feedback based on your skill use,” Colvert says, noting that this is where the “blended workflow” concept should find its own. He says many training programmes will consist of six to eight interactive web-based sessions, followed by a one-day classroom session for live skills practice and feedback.

For the customer service programmes of the SQ Centre, face to face learning will always be crucial. Tan agrees that blended programmes will offer the best of both worlds. “By amalgamating online learning with traditional classroom-based training, both trainers and learners stand to benefit,” she said. “Learners enjoy flexible learning opportunities online and trainers can take advantage of scheduled face-to-face time to engage students’ questions and ideas and facilitate problem solving.”