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Audience: This training is designed for new adoption counselor staff at the Happy Valley Animal Shelter. The counselors interview potential pet adopters after an application has been submitted to determine the appropriateness of the requested adoption. They are part-time staff who have varying degrees of familiarity with animals.
Business Problem: The shelter has been experiencing an increase in the number of animals who are adopted from and returned to the shelter, or surrendered to the shelter because of inappropriate placements, occasionally resulting in unadoptable pets and reducing the space available for more animals.
Solution: This training addresses the components of active listening for effective information gathering, equips the learner with key potential adopter lifestyle considerations for successful adoption and pocket pet basics, improving the counselor's ability to make appropriate recommendations. Ultimately, this reduces the return rate and increasing available shelter space by 10% for more animals to find their forever homes.
Process: The development of this course began with a trend analysis to determine a potential root cause for the business problem and identifying the individuals in the business who, with training, could bring about the desired change. Subject matter experts were consulted and additional research conducted before a design document was created to clearly articulate the learning objectives and goals of the training. An iterative process was employed throughout the design and development phases with feedback from SMEs and key stakeholders, resulting in an engaging, visually stimulating, and low-cognitive-load course designed for the target audience.
Following the Kirkpatrick Model, assessments were integrated throughout the module. Level 2 assessments include knowledge check after elements of effective listening, lifestyle considerations, pocket pet basics, and the final graded quiz consisting of 5 multiple choice questions. Level 3 assessments consist of observations of the adoption counselors interacting with potential adopters as well as monitoring adopted pet returns.
Highlights:
Labeled Graphics
Drag and Drop Interaction
Tab and Flip Card Interactions
Scenario based Practice and Assessments
Tools: Articulate Rise
Lessons Learned: The success of this course could be served by reducing the scope. The active listening segment of the course, while important to effective interviewing, is enough to be a course unto itself. I would have included elements developed in Canva for improved visual design and communication.
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Audience: This training is designed for associates who had been with the company previously but had been working exclusively with rental clientele, or who are new to the company with this business expansion. They are adults who are outdoor enthusiasts who may be kayakers and may be knowledgeable about the bodies of water found around New England.
Business Problem: There is a lack of training, particularly with new associates, around selling the safety equipment at the time of the kayak sale with the addition of safety gear in this growing kayak business.
Solution: This training will equip the sales associates with the skills to recommend the appropriate safety equipment for the environment where the client will be enjoying their new kayak. Selling the additional gear at the time of the kayak sale increases the dollar average and profitability by 25%, due to the high margin safety equipment sales.
Process: The iterative process in the ADDIE model was employed throughout the design and development of this course. Audience demographics and business trends were analyzed and SMEs were consulted, resulting in targeted, measurable objectives for the course. A continuous scenario appears throughout the course, reflecting the flow of input and options for the sales associate in making recommendations. Visual presentation and interactive elements reduce cognitive load and maintain learner attention. Kirkpatrick Model level 2 knowledge checks appear in logical intervals throughout the course, culminating in a scenario based final quiz. Level 3 assessments are designed to be completed through an analysis of sales that include gear recommendations in line with the training.
Highlights:
Continuous Scenario
Click-To-Reveal Interactions
Drag and Drop Interaction
Accordion Interaction
Scenario-Based Assessment
Tools: Articulate Storyline, Microsoft PowerPoint
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