Full Training Packages
This section shows fully developed training modules from analysis to implementation. Each training module was designed to meet a unique performance need and for a specific learner. Further information will be provided for each package.
ILT training
The training need: Phone agents need to be trained on updated 2025 client branding. Agents will be expected to accurately brand clients on all calls with members.
Needs assessment: My first steps was to meet with all stakeholders and SMEs to determine training needs, collect learning content and materials. The need was high given that all agents would be scored by quality assurance and expected to meet client branding standards on 100% of calls.
Project design: After the needs assessment, I created a project plan focusing on learning objectives, training content outline
Design Document
The design document shows a full assessment and design of all learning strategies. It uses the Dick and Carey design model to assess learners, create objectives, and plan instructional strategies.
Use the scrollbar to scroll through the design document. Use the arrows icon to enlarge the document. Click here for a full page view of the design document.
Facilitator's Guide
The facilitator's guide provides a step-by-step overview of facilitating the in-person training. It includes all directions and developed materials for the training, as well as materials for a formative evaluation of the training. I build all materials based on the ARCS model.
Use the scroll bar to scroll through the facilitator's guide. Click the arrow icon to enlarge the document. Click here for a full page view of the guide.
Training Presentation
The presentation is used in conjunction with the Training Manual and the Volunteer Packet. The presentation is a developed learning materials based in the ARCS model of learner motivation and visual design principles.
Click through the arrows to view the presentation slides.