“No one reads the objectives.” If that’s true, maybe it’s because we tend to write objectives in TrainerSpeak. In this makeover we’ll turn some conventional objectives into goals that learners care about.
Let’s say that the following objectives appear at the beginning of a course for customer service representatives (CSRs). You’re a CSR. How do these objectives make you feel?
This course is designed to enable the learner to:
- Describe how vocal tone affects customer rapport
- Understand the importance of positively impacting customer impressions
- Describe the 5 steps of the Dissatisfied-to-Satisfied Customer Transformation Model
- State which psychological techniques can be used to increase customer acceptance of negative information
Let’s imagine for a moment that you have a kidney stone (sorry!). After the drama of the emergency clinic is over and you’re comfortably drugged, you want to know why the stone formed and how you can avoid another one. What do you do?
Want to develop your ability to show abstract ideas? Find inspiration at these unusual sites.
Patient: It seemed perfectly normal at first. HR wrote a new policy about computer use, and we could have just sent everyone an email about it. But…but…
