Audience: The target audience for this training is all coaches within the Hudsonville Havoc Baseball organization. 

Problem: Hudsonville Havoc coaches are not upholding the responsibilities, expected behavior, and communication expectations for their positions as coaches. As a result, player families are experiencing inequity in their investment with the organization, and many leave after one year. In order for the organization to grow by 20%, coaches need the provided training in this module so that players will be retained, and more families will seek quality coaching from Hudsonville Havoc Baseball Organization.

Solution: Following completion of this training, all coaches will know the required organization information so that players will receive equitable experiences and stay with the organization.

Process: Using the ADDIE/SAM models, a needs analysis was completed to determine the knowledge and skills required by the coaches to bridge the various learning gaps. The content was strategically divided into relevant chunks of material to match the learning goals and reduce cognitive load. Interactive elements were intentionally designed to boost learner engagement and knowledge retention. Numerous rounds of development and feedback on the Design Document, Deliverables, and the Articulate Rise module resulted in a comprehensive learning solution to meet the expected outcomes. Assessments reflect Kirkpatrick's second and third levels of evaluation and were integrated into the learning module to assess gained knowledge, skills, and demonstration of the learning objectives.  

Lessons Learned: The volume of information that baseball coaches need to know and apply at a moments notice can be overwhelming. Determining instructional methods to help reduce cognitive load was a rewarding challenge while developing this training. Data results following the training supports the effectiveness of implementation of learning by the coaching staff at Hudsonville Havoc Baseball Organization. 

Audience: The target audience for this training is all employees at Trust Credit Union, specifically the Teller Retail Support employees.

Problem: Recent member surveys indicate that Trust Credit Union employees are not positively interacting with the members they are helping. The nonverbal messages sent by employees are impacting the member interactions, making it an unwelcome and frustrating experience. The goal for this training is to increase the member satisfaction survey by 20% in the category of Effective Approaches to Interactions.

Solution:  This visual and interactive training allows employees to learn at their own pace as they work to make appropriate facial expressions and demonstrate inviting body language.

Process: After a thorough needs analysis which included employee surveys and observations of employees, I designed a course that included two distinct sections of material. Knowing the target audience allowed me to develop a course focused on learner engagement by starting with what was observed and shifting to expected outcomes.  As you can see in the Storyboard, there are various methods used to engage the learner using various interactivity modes. To ensure learning goals are accurately measured, multiple instances of Kirkpatrick's Level 2 evaluations are included with the use of scenarios, knowledge checks, and final quiz. The results following the training prove that employees implemented their learning. The Level 3 evaluation proved that training was effective by comparing member survey results from quarter 1 to quarter 2, direct employee observation, and interviews with Trust Credit Union members.

Lessons Learned: Soft skills in the workplace are challenging to measure, and even more challenging to teach due to the various backgrounds of the learners. Many people are unaware of the messages they send with their body language and facial expressions, and determining a common starting point required careful reflection on the survey information, along with direct observation of employees.