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Learner profiles (What learners traits will characterise the profiles, and…
Learner profiles
What learners traits will characterise the profiles, and determine how we customise coaching and training initiatives? We can draw from different models we are already familiar with*
Competency framework: focusing on all or on the most important "blocks" i.e. functional expertise, collaboration, performance and customer focus
Situational leadership: motivation and performance, beginners and experienced learners
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Whatever framework we decide to utilise in agreement with the TLs, we recommend having a visual representation of it i.e. a "learner journey map" or a "learner competency scale" similar to the FRKE scale. Trainers and team leaders can build it and have it in front of them when preparing for a coaching session or designing a training initiative. For example, if the visual representation shows us that the target audience lacks collaboration, we will dial up this trait by facilitating activities that foster a collaborative approach. The representation should also be dynamic as traits and needs change as the learners develop and grow
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How many profiles will we create? This will depend on the framework chosen to differentiate the traits, but we recommend a maximum of 5-6 profiles to ensure us trainers can realistically commit to personalising the learner journey according to different needs
The profiles we create need to be a realistic representation of the learners' group. If we create a profile with high performance and low motivation for example, is it a realistic representation of a learners' group that is wide enough? We need to draw on relevant data from TLs and analysts, surveys, interviews,
We could ask all TLs to fill in the profile for each of their advisors, and then we can create 5-6 main profiles which reflect most of these qualities.
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Other considerations
We need to communicate to CSLT the vision of the project and how it will benefit the learning cycle and the learners. Full support required before workshop with TLs
We need to develop scenarios for profile testing both in training and in coaching - will we actually use the profiles? Will they actually work?
Why creating profiles? By visualising the learners' traits & needs through memorable profiles, trainers and team leaders will constantly be reminded of the importance of adapting the support we offer through training and coaching, make/prioritise decisions and as a result maximise the effectiveness of our learning initiatives
Learner profiles will also help all other stakeholders in CS to have a common understanding of the needs and painpoints of the target learners.
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To ensure learners' profiles are as accurate as possible, they need to be complemented by personality profiles to remind us that profiles reflect unique, real individuals and to build empathy for our learners groups. What motivates them as individuals? Are they introverts or extroverts? Do they prefer self-led learning or trainer-led classroom trainings? What's their professional background? A visual representation of this could be a minifigure corresponding to that personality profile next to the competency scale
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Learner profiles will provide trainers with a tangible focus to consistently customise each learning lifecycle according to our target audience. How do exercises in training and extended learning activities vary if we are delivering a challenging calls training to a new starter or an experienced advisor who needs extra support?
Team leaders will pick and choose different material from the coaching tool kit to suit the traits and needs of the learner profile
Developing personas should be a collaborative approach with the stakeholders who will use them, trainers and team leaders