Reference no: EM132355420

Ozzie leads a team of insurance agents who work in a call centre and after listening to his staff on calls, identifies there is a knowledge gap in workplace compliance. The team are required to complete compliance training when they begin which for most staff was more than six months ago. He feels that refresher training is needed in the next few months and wants to improve the training experience. Results and feedback from the last training session indicated that staff did not enjoy taking the training which was run informally by a team member, found it hard to understand and did not find it engaging. There was no structure and little planning went into the training and delivery, including monitoring results or testing knowledge. Ozzie is considering moving to an online platform so staff can take e-learning modules and results can be easily reviewed and reported. The e-learning modules mean that staff can learn individually through a more engaging and relative mode, interact with the learning, review their own knowledge gaps and track their learning against the set standards. Not everyone in the centre enjoys the idea of using an e-learning system so Ozzie is unsure about how to manage the change

A. In this scenario, what is changing

b. What does Ozzie expect to be different as a result of new learning system

c. What are some of the concerns for the staff who are adverse to using technology?

d. Describe some ways Ozzie could support the change?

e. What communication strategies could Ozzie use with the team before the new system is implemented?