Instructional Learning Statement

The purpose of this learning statement is to communicate the details of my work experience in Instructional Training and Development, and to formally request experiential learning credit for COMS 4510 based on the knowledge and competencies I have acquired from those experiences. With more than 12 years experience working in official training capacities, I feel my proficiencies meet the requirements of this course.

McBee Systems, Inc. was a printing company based in Athens, Ohio. The call center located within the Athens facility had approximately 150 sales and customer service representatives. In addition, field salespersons were located across the United States in more than 50 district offices. From 2000-2005, it was my responsibility to
Combined with this was instruction about adult learning styles, how to recognize a trainee’s particular style, and how to engage and accommodate auditory, visual, and kinesthetic learners. I was able to participate in numerous self-assessment exercises and learned that at times I was more of a visual learner, but other times I preferred a more hands-on approach. I believed that most people would benefit from having all three of the major learning styles incorporated into their training. As a result, I adapted the facilitator’s manual so that each section of the training contained a built-in lesson that supported each learning style. In addition, in an effort to better accommodate the adult learner, I adapted portions of the manual to include quizzes, problem-solving activities, exercises that could be completed independently, and role-playing
I designed and piloted a training called The Ripple Effect of Errors. This gave trainees the opportunity to study actual error reports, choose a case study from the report, investigate the error(s) and determine the cause, follow and document the remake through the production and shipping processes, record any credits issued, determine the total cost to the company, view feedback from the customer, and then present his or her findings to the class. Once out of training, members of the first class that participated in The Ripple Effect of Errors had such low error rates, (the lowest in the company), that the corporate office requested implementation of the training for all call center representatives. The impact of the training was substantial; in fact, I was flown to our parent company, NEBS (New England Business Services), in Groton, MA to facilitate the training