What do you make of a company who sells products without offering training on how to use them? There could be some products which do not require training, but some products, even technology products, which require training to a certain extent. Lack of attention, training and poor post sales service are sure shot ways of losing customers, making it a competitor’s gain.

Not all vendors have access to SMEs plus training which require human interaction, thereby increasing their costs. Training sessions cannot be held every day or customers would have to wait for the next schedule of the training before making their purchase. Add to that travel expenses of both the customer and vendor, if the training is scheduled at new venue.

Finding a way out

Web-based training or certification through the vendor’s or company’s website can eliminate the pain of product training for customers. If the training requires human interaction, an online facilitator can fill the gap.

Web-based product training offering text and picture is the least-expensive way to train customers on the products. If need be, product training courses can have the interactivity and simulations coupled with various delivery formats. Further, vendors or companies can cut travel expenses associated with traditional offline training such as labor expenses, traveling expenses, etc.

The company or the vendor has to merely load the courseware on its learning management system and create a login and password for its customers to gain access to the course. Online training means that customers can learn at their own pace, spend more time on difficult aspects and repeat the lesson until they have understood it. This flexibility also extends to repeating or redoing various sections that need more understanding.

Traditional forms of training involve customers travelling to a venue at a certain time, increasing the expenses of both the customer and vendor. Web-based training makes learning easier, efficient and inexpensive.

Online product training is cost effective as it is aimed at a large group rather than traditional offline training for a small group. The product courseware is custom designed for a specific business and can be repeatedly used by many customers, whereas ILT would need to be repeated and paid on a regular basis as when the customer demands it.

Do you agree that by providing online product training, a vendor or company can ensure that its customers or employees can proficiently install, operate and/or supervise the product?

Thanks for reading my blog. Do share your thoughts on the same.

Related posts:

1. Online Product Training – How does it Work?
2. Can Product Training be born again with Second Life (SL)?
3. “Which is better for Sales Training? Classroom or Online?” – A summary of 100 responses in LinkedIn

One option is to translate the French elearning courseware to the target language. Translation simply means changing the source language of the software, documentation, learning material, user manual, etc into a target language of the intended country. The disadvantage faced during word-for-word translation is that it yields many funny and offensive literal changes.

The other alternative is localizing the product for the intended country. So what is localization?

Localization, abbreviated as L10n, is the course of action of translating documentation, software, learning materials, user manuals, etc for a foreign market. It involves translating and adapting the text from the source language (including spelling issues and grammar) to the target language, semantic analysis of the source content, support of different character sets, as well as handling the formatting of the information such as date, time, local culture & habits, addresses, phone numbers, local colors and currency… By localizing the product, the company markets the same to the target audience by integrating both the culture and language of the intended country.

During the localization process, the linguist is the most important person to have onboard. He is the native speaker and regional expert of the proposed country. He/she must be aware of the verbal characteristics, cultural differences, language specific humor, forbidden subjects, etc of the targeted country and know how to deal with them accordingly.

At the end of the L10n process, the product should:

• Be appropriate for the target business/country
• Appear custom-designed for the end user’s cultural and linguistic background
• Retain the original meaning of the course/product.

Though many companies claim to offer translation and localization services, Localization of content is best done by experts in linguistic services having years of experience and a stable team of cross-country expert linguists. Failure in accurate localization can have dire effects, such as insulting the culture of the targeted country and its people, apart from causing embarrassment to you.

Here are a few tips to avoid common localization pitfalls:

• Write and/or create materials using simple terms and words, to render easy localization of the same.
• Do not embed text in an image. While localization, the same image would have to be re-created with text superimposed on it. Create text and graphics on different layers.
• Write properties for fonts in an external XML file like a style sheet. A CSS will allow you to define properties for font for individual languages in one accessible place.
• Applications handling localizable content should support the character set of your target language.
• As with fonts, do not embed text in script. Also avoid language constructions that combine text and numbers.

Minimize integrating content by using a mix of different technologies, formats and tools. The more complex the creation process, the more complex the localization process will be.

When a company localizes its content to meet the demands of the business abroad, it adds a personal touch and comforts the end user to read and interpret the product/courseware in his/her own language. The need to train a culturally and linguistically diverse workforce effectively is very important and using the targeted country’s own language as a medium is considered the best way.

Do share your thoughts on the same.

Have a look at a multi language course on electrical safety done in 8 languages.

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Finally, we told him that we are not interested and walked away. When I replayed the conversation in my mind, I realized that despite being polite with him, the sales representative was nervous and fumbling while answering our queries. It made me wonder if he was trained to answer questions other than those mentioned in his list.

A sale is the single most important part of any business. Hence, it is imperative that a business should have a well-trained sales staff. And, what other way than sales training to make sure that your sales people know and understand all the methods and approaches to gain sales?

During the training period, the company should explain minute details about itself, its products and services offered. The sales person should be updated with features, benefits and the competitor’s products or services, et al.

Using scenario-based and role-play approaches, he should be asked to make a sales pitch to a prospective client… The sales people should also be trained on verbal and written communication skills, computer skills for basic reporting, soft skills, dress sense, etc. They should be made to realize that a confident sales professional is bound to create a lasting first impression on potential clients.

Sales person should be trained to be an effective listener and should be prepared to answer and act accordingly. When a customer answers, he can restate it for clarity, try to gain insight into the customer’s need and wants by asking the right questions.

Customers buy not just the product or a service, but a solution through the product or service. He should be able to identify those solutions. While talking about the features and benefits of the product or service, he should allow the customer to see the benefits, solutions and results offered through the product or service.

Customer loyalty, ethics and integrity are important components of sales. An ethical sales person will be honest and tell the customer that he does not know the answer to a specific question, unlike making up an answer just to create sales.

Some companies may think training sales staff is a waste of time and money. However, trained sales professionals have an edge over their untrained counterparts.

However, in today’s competitive business environment, any advantage, businesses give their sales staff pays rich dividends. Online technology has created an entire new way of conducting sales and it is important that business and sales personnel train themselves in these methods. Businesses should consider sales training for everyone, be it the front desk receptionist, customer service or office boy that has direct contact with customers.

Do you agree that sales training really pays-off?

Thank you for reading my blog and look forward to your comments and opinions.

Related posts:

1. Sales Training in a Classroom or Online?
2. “Which is better for Sales Training? Classroom or Online?” – A summary of 100 responses in LinkedIn

Recent times have seen learning happen through social media tools. From YouTube to blogging, podcasts to micro-blogs, social news and bookmarking to wikis, social media tools have taken e-learning to another level.

The shift towards social learning is mainly because organizations have started recognizing the tremendous need to build, manage and formalize their social and collaborative learning programs.

Organizations are rethinking their training strategies and models to accommodate learning programs under ‘learning environments’ that offer collaborative learning and built in social media tools. According to Wikipedia, collaborative learning refers to various methodologies and environments where learners engage and actively interact to learn or attempt to learn something together.

A collaborative learning environment in an organization enables learners to converse with contemporaries, present as well as defend ideas and perspectives, exchange diverse beliefs, question other conceptual frameworks and get actively engaged. Learning in a collaborative environment can take place at any time. It can happen when individuals are in discussion in a group or over the Internet.

Some organizations may offer ILT training on a need basis, but over 70% of learning happens while reading, watching and listening or simply by talking with one another.

There are many new tools and platforms similar to LMS to manage, track and facilitate people to learn and work together. It’s a matter of time when collaborative learning will happen on the move through mobile phones, Blackberry phones and related mobile devices.

While Google has Google Wave, Microsoft’ SharePoint and Live Services, Adobe’s Connect, a few companies such as Saba, Plateau and Taleo are creating new tools and platforms to facilitate communication and knowledge-sharing.

What are your thoughts on Collaborative Learning? Will organizations be able to create learning environments to enhance informal and collaborative learning? Please comment and share your knowledge.

Thank you for reading my blog.

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SMEs are connoisseurs in their field of work. They possess immense knowledge of the subject, contribute content, source materials, reference links, prioritize topics and concepts, check the content for technical accuracy, etc. Failure on an ID’s part to incorporate constructive information in the course can result in an ineffective e-learning product.

A good SME respects project timelines, understands learning objectives, the learner’s motivation and does not force every bit of content in a course. Before the start of any project, it is good to spend some time to get to know the SME. This ice-breaker forms the basis of a relationship of trust between both parties. Usually, SMEs are very willing to help and share their knowledge if you build a good relationship with them. The following are my observations on my interactions with SMEs.

Introduce e-learning to the SME. Explain what good e-learning is, its capabilities and limitations. Discuss timelines and the process of creating an e-learning product from concept to finish. To provide a better understanding, create a special project plan discussing each step of the project and timeline. Be specific about time commitments, such as an estimate of each task and the final deliverable dates. This will help both parties to stay on track and meet deadlines.

Discuss the SME’s role in the creating the product. Ask SME to schedule his time for your project and prepare him for the task on hand. Help him identify your training needs, audience and their motivation and learning objectives. Make sure that the SME is accessible for clarifications on the content during the development process. Communicate what you want, how much you want at each step of the project. Also, invite the SME to attend the kick-off meeting. He will be able to know and understand the target audience and the client’s needs.

Before your information-gathering meetings, do your homework on the subject. Read all you can on the topic before approaching the SME with a question or two, when in doubt because this wastes his time. Instead, create a question bank which the SME can answer in an organized manner.

While some e-learning companies have internal SMEs, often, the client too provides the vendor with internal experts. Respect the SME’s time. Plan deliverables, schedule meetings or phone calls according to his convenience.

It is possible that SME loses focus on the learning objectives. As an ID, you should help him stay on track. He may want to include unrelated content. Allow him to step into the learner’s shoes and ask,”How will the learner use this piece of information on the job?” Keep the extra content aside and find innovative ways to make it useful to the learner.

Update the SME during the development stage. If possible, share any available content. Ask the SME to proofread the course on completion of the first draft. Create a checklist with detailed instructions on proofreading the course. Your checklist can include details relating to consistency and clarity of the content, accuracy of review and assessments questions, technical accuracy of the content and flow of the course, etc..

By incorporating the above-mentioned points, I continue to enjoy a good working relationship with SMEs. Keeping them informed and involved during each step of the course creation process will lead to an effective alliance for your e-learning project.

What are your thoughts on the same? Do comment and share your knowledge on what it takes to be an instructional designer and what was your experience working with SMEs.

Thank you for reading my blog.

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My crystal-gazing revealed certain expected trends in learning. I do not know if they would come about in 2010 but things will surely move in these directions.

Learning Management Systems (LMS/LCMS): Organizations will move more toward adapting open source LMS/LCMS like Moodle, ATutor or Ganesha rather than going in for proprietary systems like SABA, SumTotal and so on.

Also, they would be more interested in the basic features rather than all the frills (and expenses) that go with the current systems. So, it will be more ‘back to basics’. It augurs well for organizations that offer customization and maintenance of open source LMS’ or offer their LMS free like TLN and change for maintenance.

Duration for Training: In 2009, CommLab has developed more than a 100 eLearning courses for 25-30 organizations in 7 countries. The trend is clear. The customers/learners want “capsules” or “pills” of learning – the more concise, the better. Gone are the days of 3-5 learning hours for a program. Now, the average seat time is less than 1 hour. I think this will further come down to 30 minutes or even less. It poses a challenge to Instructional and Learning Designers to come up with ‘precision’ learning. Again, to cut the bells and whistles. The learners are becoming very mature. They want more training and less entertaining. They want both effective and efficient learning – better learning in less time.

Harnessing Social Media: I am sure all of you have learnt something useful through social media in the past year. I have personally learnt substantially by just reading various discussions in LinkedIn, leave alone posting and participating in them. I think Social Media is the next big wave in learning. The challenge here is to channelize and manage this revolution. I really don’t know how. Any ideas?

Just-In-Time (JIT) Learning: Reading about learning delivered through mobile phones (m-learning) and other PDAs makes me wonder that a time is near when learners want to acquire learning just before they need to use it. For example a sales person may want to brush up his product knowledge just before a crucial sales call or an operator wants to run his eyes down a checklist just before starting a new machine or a custom service executive goes through the latest analysis of a particular customer’s behavior before taking the call.

Boom in Cross-Cultural Learning: When we started CommLab in 2000, without any physical representation outside India, trying to do business virtually, we knew pretty little about the cultural aspects of our markets. Today, after 9 years, we feel that we know so much about these cultural nuances. The world is really a global village now and we will continue to learn so much about each other, wherever we may be physically living. I foresee a boom in learning about each other’s cultures. The day is not far that a common, basic culture evolves. Maybe it is too grand a vision, but it is exciting to think about it!

Great time to be alive!!!

RK Prasad

CEO

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• Started in 2000 by RK and Ayesha
• STPI Registered 100% EOU (Custom Bonded)
• Vision: To help individuals and organizations learn in the most efficient and effective way by using the latest eLearning strategies and state-of-the-art Media, Internet and Information Technologies.
• Values:

CommLab’s Products

• Markets: US, Canada, UK, Australia, France, Germany, Italy, KSA, UAE
• Unique Selling Proposition:
  • Strong pedigree in teaching and corporate training
  • Top notch quality through exacting processes and systems
  • Price and Time advantage by operating solely from India

Employees Retention

• Salary’s on 1^st Since Inception
• Increments twice a year uninterrupted
• Free high quality lunch
• Open Leave Policy
• Weekly Celebrations
• Extensive Technical and Soft Skill Training
• Flat Organization
• High Retention

Customers Delight

USA (16), Canada (1), Australia (3), UK (2), Switzerland (2), Sweden (1), Dubai (2), France (1), Germany (1) and Italy (1)

• Customer Focus: On time and Quality Product
• Building Relationship on Trust
• Effective Processes:
  • Sound Instructional Design
  • Production process
  • Quality Process
  • Client Interactions
  • Sound Technology Backing

Customer Mix

Our Present Customers – 30 Worldwide

Technology Growth

Marketing Focus: Our Prospects

New Age Marketing: Building Relationship

Financial Success: Profit Margins

IT and Asset Security

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Training Needs Analysis: To Skip or Not to Skip is the Question

Usually, training needs are identified during an annual performance appraisal done by HRD. These needs are handed over to corporate training to initiate involvement to address them. The needs are classified and collated; training calendars drawn; training budgets projected and so on. Most line managers want the training to be delivered yesterday! There is always a dearth of time, resources and money, which makes us think twice before we jump into a full-fledged analysis. So, the question is when can we skip and when can we not?

How can you learn, unlearn and relearn?

There is so much we unlearn without much effort. Knowledge not often revised, skills not regularly practiced and beliefs shattered by contradictory experience are all day-to-day examples of unlearning. But what about a situation where person’s knowledge, skills and beliefs serve him well and is therefore reinforced? How can he unlearn them in the face of a superior learning, which will serve him better?

Singular delivery environment for instruction (i.e. class-room only) versus a blended delivery instructional environment – when to use them?

In today’s technology and availability of multiple delivery media days, we are tempted to use a blended approach (more than one medium of delivery) to deliver training. In corporate training, many a times, singular delivery method is enough to do the job. Before we zero down on the criteria for selecting a delivery environment, let us know more about the typical singular and blended learning environments.

Sage on the Stage or Guide on the Side?

A leader motivates, envisions, inspires, communicates, cajoles, reprimands… so does a teacher. A leader is driven by his ego. Who among us can deny the thrill of self-gratification when we stand in front of a group and lead them? So, why belittle the ‘sage’ in us? On the other hand, how much of empathy does trainer need to relate to his flock? Does being a ‘guide by the side’ depend upon the kind of learners, the trainer is dealing with? Or are we just donning the role of ‘guide’ only to mollify the egos of learners? What exactly we mean by ‘facilitating’ learning?

Learning Styles and Instructional Design: Do they go hand in hand?

Kolb’s learning theory introduces us to four distinct learning styles (or preferences), which are based on a four-stage learning cycle – learning by feeling, watching, thinking and doing. My question is how practicable or feasible it is to try and accommodate various learning styles while designing a course, be it classroom or online?

How much of ‘Entertaining’ is advisable in Training?

We know the humor is an extremely powerful force, sometimes even life saving (Anatomy of an Illness, Norman Cousins).We tend to agree with Elliott Massie when he says that every great classroom-based class that he had attended contained humor and laughter. Off hand, we agree that positive humor will help establish a climate conducive to learning, reduce stress, aids retention of information, breaks down barriers between facilitators and learners, and foster cohesiveness. But the question is how?

Sales Training in a Classroom or Online?

Sales Training can comprise product knowledge, sales procedures & reports and selling skills. We have been developing sales training courses for automobile major in Europe, with market presence in Europe and Asia. During the development, we realized that this client company is using a blended approach by addressing certain aspects of training via online delivery and certain others in the classroom. What do you think? Is eLearning or online mode of delivery suitable for selling skills training?

Software Product Simulation – Captivate or Flash?

Software product training using authoring tools like Captivate or Adobe Flash is an effective mode of eLearning. Screenshots of the software acts as a raw content for developing an online course. The learner is taught on how to use the software by creating a simulated environment. The effectiveness of learning can be enhanced by using audio. Both Captivate and Flash can impart training. Let’s see, which one is more suitable.

What Are The Real Elearning Standards?

In the eLearning field, we usually come across SCORM/AICC as the standards to which the courseware should adhere to. But how far are these standards learner-centric? Are these standards impeding learning?

How to market social media as a learning tool?

How do we ‘market’ the use of social media as a new tool or avatar of learning? First, are we sold on it? Many of us have mixed experiences and opinions about using social media in an organizational setting to learn and improve workplace performance. I think I find blogging and LinkedIn more useful than Face book or Twitter. I am sure many of you have opposing views.

Wishing all a Happy, Prosperous and Peaceful New Year!

RK Prasad

CEO

Related posts:

1. Achievements of the Year 2008
2. “Which is better for Sales Training? Classroom or Online?” – A summary of 100 responses in LinkedIn

That started my thinking about this fairly “low-tech” component in a high tech world of technology-based learning and corporate training. I was amazed to discover that our ubiquitous storyboard is actually an 80-year old Ancient . The humble word document that serves us in developing eLearning courseware has an interesting history. According to Wikipedia, the first storyboard was developed at the Walt Disney studio during the early 1930s for the 1933 Disney’s Three Little Pigs! I also learnt that it is used in many ways by many professions – Film, Theater, Advertising, TV, Publishing, Business, eLearning…

We at CommLab use MS Word to make our storyboards. PowerPoint is also used by some and Authoring tools by a few. But I think ‘MS Word’ is by far the most extensively used in developing online course storyboards. Connie has a very useful section, “Storyboards for eLearning” on her site for those who wish to pick up some tips.

I wonder if we can give the ol’ storyboard a ‘makeover? Can we come up with a tool that offers all the following.

• Desktop Publishing software like Ventura or PageMaker to build a tailor-made formats with ease
• PowerPoint to create some elementary animation
• Clip Art Gallery for images / photographs
• Various Assessment Components that can just be selected and populated
• Audio / Video Gallery of music, standard instructions, video clips…
• Dictionary and Thesaurus

Any more ideas?

Thank you for reading my blog. I look forward to your comments.

RK Prasad

CEO

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Being a Learning and Training professional, I think it a good time to take stock about our own learning about learning. Reminds me of the adage, “Physician, heal thyself”.

It is in this year that I started to participate in various online forums and social media regularly. I also started to blog on learning and training with special emphasis on learning styles and learning tools.

Year 2009 taught me that you can learn a lot by:

• Asking the right questions
• Keeping your ego at subsistence levels
• Realizing that there is so much to learn from others

I discovered that humility is the best friend of learning. Maybe that is why we learn the most, in the shortest possible time, enjoying every minute of it, when we were children. Children instinctively follow all the three of my discoveries constantly. On the other hand, I have also discovered that our ego is the greatest enemy of learning. Maybe that is why our real learning drops as we become more accomplished in life (in our own eyes).

I have also learnt what Stephen Covey enunciates – you will learn best when you learn in order to teach or teach. Not only have I learnt that I have greatly learnt by using this quality of learning, but also realized that I thoroughly enjoyed myself in the process.

The third learning I have learnt about learning is that it happens when you suspend the noise in your head. I always wondered how the great sages achieved ‘nirvana’ (enlightenment) by meditation. Not by reading or discussing, but by keeping silent in the real sense of the word – achieving tranquility outside and inside, though for a short time. I have read somewhere that the human mind contains all the wisdom of this universe and all you have to do is to connect yourself with the ‘Higher Power’ to tap into it. [I think that it is an excellent idea to include a brief period of silence and contemplation in a corporate training session ]

I would like to take this opportunity to thank and salute all my colleagues, real and virtual, in helping me discover these wonderful aspects of learning!

RK Prasad

CEO

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