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Review the instructional methods listed in Table 5.1 and discuss the advantages and disadvantages of using each method to train call center employees to deal with customer complaints. What methods do you think would be most effective, and why?
Table 5.1 - Training design activities
1. Write training objectives
2. Decide to purchase or design a training program
3. Make a request for proposal (REP) to purchase training services and programs
4. Determine the training content
5. Decide on the training methods
6. Incorporate active practice and conditions of practice into the training program
7. Consider design elements for active learning if adaptive expertise is required
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