Agree an action
How should we organise the practice? Explain your reasons and next step.
How should we organise the practice? Explain your reasons and next step.
1 · Notice the conversation
Colleague: How should we organise the practice?
You: We should demonstrate one refund and let Eva try two cases.
Colleague: How would this practice help?
You: This on-the-job training helps us see which steps still cause difficulty.
Colleague: How should we check the learning objective?
You: To check the learning objective, we should review the amount and sequence of steps.
2 · Understand what each phrase does
skill gap
what someone still needs to learn
Eva has a skill gap in processing refunds.
skill gap 需要说明哪项能力、与什么要求相比；不能把一次失误直接当成全面能力不足。on-the-job training
learn while doing the job
Eva receives on-the-job training with a colleague.
on-the-job training 描述培训方式，不是让新人无支持地直接处理所有真实客户问题。learning objective
what the learner should be able to do
Our learning objective is to complete a refund correctly.
目标要可观察；attend training 是参加活动，不等于已经学会。3 · Rehearse, then change the details
We should demonstrate one refund and let Eva try two cases.
This on-the-job training helps us see which steps still cause difficulty.
To check the learning objective, we should review the amount and sequence of steps.
Our feedback should name one thing to improve before the next attempt.
Keep the purpose; change the person, document or time. A simple, accurate sentence is enough.
4 · Respond to your colleague
How should we organise the practice?
安排：先示范，再由学习者自己做。
See one possible reply
We should demonstrate one refund and let Eva try two cases.
How would this practice help?
作用：观察操作，才能看到尚未解决的卡点。
See one possible reply
This on-the-job training helps us see which steps still cause difficulty.
How should we check the learning objective?
检查：核对金额和操作顺序。
See one possible reply
To check the learning objective, we should review the amount and sequence of steps.
5 · Try a different situation
What if Eva makes an error?
What if Eva makes an error?
Address the changed condition. Choose a practical next step and explain why it helps.
- My response addresses the changed condition.
- I explain one practical action and its likely effect.
- I make the next step clear.
6 · Recall without the model tomorrow
What should Eva do first?