The approach taken to enable a large group of staff to develop the digital skills and knowledge required to confidently deal with a high volume of telephone calls and use software to fill vacant places in Clearing. The group had a mixed skill set and a short amount of time to gain new skills. Using the flipped classroom approach, factual and contextual information was delivered through online activities allowing for the maximum amount of classroom time to be dedicated to gaining practical digital skills.

1. Developing digital skills through flexible delivery
Anna Armstrong
Nottingham Trent University
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2. Context: Clearing 2012
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3. Context: Clearing 2012
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4. Processes and technologies
Qualifications
Cisco
Agent
Desktop
Admission
procedure
Cisco IP
Communicator
AAB+
students
Clearing
Call Centre
Entry
requirements
Working
conditions
Online
Enquiry
Form
Role
Context
SPIN
Offer a
place at
NTU
Call script

5. The challenges
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6. #1 Large cohort, mixed ability, limited time
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7. A blended approach

8. #2 Self-directed learning
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10. Intuitive
Relevant
Supportive

11. An effective learning experience?

12. What’s it really like?

13. Designed for reading online

14. How am I doing?

15. #3 Mixed skill set
Help! I’ve never
done this before
I’ve been doing this for the
past five years.
I know more about this
than you do!
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16. #4 I’ve got other things to do
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17. Online impact
Gave a flavour of what to
expect in Clearing
Could concentrate on practical
activities in workshop
Agree
Agree
Disagree
98%
Disagree
92%

18. Online impact
Quiz
Time!

19. Online impact
The online resources were invaluable. An
excellent source of information and
something that could be tapped into at any
time.
Very flexible which is needed at such a busy
time of year… in the past I have found that
information obtained during the workshops
could be forgotten by the time my shift
came around.

20. Workshop
Qualifications
Free students
Telephone
Admissions
procedures
Call queue
Entry
requirements
Are there any
vacancies?
Working
conditions
Have I got a
place?
I have another
query
Role
Context
Offer a
place at
NTU
What do I say?

21. #5 Have they done their homework?
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22. Ask the audience

23. # 6 Effective use of contact time

24. A practice-based approach

25. Scaffolding learning
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26. Realistic scenarios

27. #7 Bringing it all together
Online
learning
Workshop
skills

28. Practise in a Clearing Call Centre environment
30 minutes each
Applicants
Clearing Operators

29. #8 I’m going to forget all this
Help!

30. Further support opportunities

31. Workshop Impact
For first timers the
workshop is invaluable.
Gives the opportunity to
test equipment and
participate in simulations
which builds confidence so
when you do it for real the
positive benefits are
directed at the most
important thing ‘clearing
applicants’.
The test with voting buttons
was inspired and really
improved and clarified my
understanding of the
content of the course.

32. Unintended impact
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33. Online one-stop-shop
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34. Tips to take away
Put the task at the heart of your design
Clear communication with learners and managers
Demystify the task
Provide opportunity to try things for real
Be realistic about what you can achieve
Build strong and open relationships

35. Any questions?
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