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Welcoming the customer and making a connection - Coggle Diagram
Welcoming the customer and making a connection
The learning outcomes being addressed by the learning activity.
Define the science surrounding first impressions and rapport building
Recognise the difference between surface acting and deep acting strategies
Demonstrate the communication techniques for engaging and connecting with diverse customers
Describe the importance of empathy
The learners’ needs, who are they and what do you expect of them.
Some struggle with connecting with customers and finding common ground
A couple of the cohort have university degrees (2 in cognitive science)
Most are experienced sales people from various backgrounds
There is a need for training regarding the science behind first impressions and building rapport
Experienced and practical, will need to know the relevance of the training
How this technology creates an experience for learners that is interactive, meets their needs, and addresses learning outcomes.
They are all experienced, so I needed a platform that allows for collaborative learning opportunities
SOCIAL LEARNING IS VITAL!
At the end of the day this would be considered to be professional development
ACTIVE LEARNING - CAN COMMENT AS THEY EXPERIMENT WITH STRATEGIES
The learning theories you have used to apply your knowledge.
Knowles motivation, need to make sure they are connected to the learning
UTALISE PREVISOUS EXPERIENCE
PAGE 19 'rethinking' --- "The main pedagogical approach that has emerged from a cognitive perspective is to encourage the active pursuit of understanding. Tasks that are aimed at helping learniers achieve this understanding are grouped under the label 'constructivist'
CONNECTIVISM?
Willingness: relevance???
The overall purpose is to increase customer engagement through a better understanding of science and strategies for welcoming and connecting with customers
HOST
CUSTOMER EXPERIENCE TO REMAIN COMPETITIVE, NO KPIS ETC