Epic Show Report
Coaching and mentoring in e-learning
Case study 1: E-coaching as part of blended solution in a retail
bank
Presenter: Clare Howard
Here is the challenge: there are 200 brand new roles opening
up in the branch network in a retail bank - how do you train
up the staff to fill these roles in only three months?
The solution arrived at involves face-to-face workshops during
the month induction period, and individual learning plans
over the subsequent month, putting the responsibility on the
learners for getting the experience they need. The online
tutoring elements (being designed at the time of the conference)
are the ongoing support mechanism to the whole programme.
The over-all aim is to make the learners as self-sufficient
as possible.
It is planned that there will be a signpost guide on an intranet
site pointing to the e-learning opportunities. The learners
will do work-shadowing (with those who do the same jobs) and
have online coaches (specialists based in call centres) -
plus a bulletin board for the learners to share best practice,
with an online coach moderating.
They will not have a 'personal coach' as such but will work
with whoever is available. The learners will have the responsibility
for briefing their own coaches, and will be given guidance
on how to do this via the support website.
The coach can see the whole picture and help to identify
points where the individual might be getting stuck. Line managers
take the responsibility for it all being done.
The roles are new and emerging, so tasks etc. are being evolved
as they go along. This is an important reason why the e-tutoring
model has been preferred over a more formal training model:
as the programme progresses there will be feedback loops of
best practice. The job of the e-tutors will be to help the
learners make sense of their new roles, and tackle problems
as they present themselves.
A major challenge ahead will be that the learners, who are
customer-facing, will seldom be sitting at a PC. They will
therefore have to make that extra effort to maintain dialogues
with their coaches.
Next>>
Introduction
Introduction to coaching and e-coaching
Case study 2: BT Ethnic Minority Network
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