Level 2 - Lesson 6: ERD Define Conversations

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Level 2 - Lesson 5: ERD Define Learning Structure

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Level 2 - Lesson 7: ERD Create Conversation Outlines

Lesson information:

As you watch the video, look out for these learning points:

Use information about the Learning Needs to define the Context of Interactive Learning Conversations
Use the Learner Persona to inform the role the learner and the virtual human character play in the conversation
Set the scene in an authentic Context where learners would naturally apply the Skills in the conversation
Adapt the Learning Objectives to the Context defined to determine the Conversational Goal for the Interactive Learning Conversation

To define the Context of Interactive Learning Conversations

→ it's important to reference these sections from the Experience Requirements Document:

Learning Objectives
Skills
Learner Persona

In this example:

→ the Context is determined for an assessment conversation within a module that should last less than 20 minutes and include four different conversations.

Learning Objectives

In this specific conversation, the Learning Objectives involve:

identifying customer needs through strategic questioning in a customer service conversation
and recommending solutions that complement the customer's lifestyle.

Skills

In this example, we wanted learners to demonstrate Skills including: active listening, critical thinking, motivating.

Learner Persona

The character representing the learner is Kenneth, a customer service agent for Epic Tech, a fictitious company specializing in sales of wearable technology in a store location.
The scenario also addresses the learner's fear of dealing with difficult customers by including a challenging customer persona.

Context

A customer service conversation with a customer.

The conversation takes place on the sales floor, with each customer being assigned a customer service agent. The conversation starts after the customer and agent are paired.
The conversational goal is for the learner to:

understand the customer's interests,
ask questions about their lifestyle,
and recommend wearable technology solutions that best fit their needs.

‣

Video Transcript

Let's start defining the context of our interactive learning conversations. So one thing we can do is use information about the learning needs that we had identified earlier to determine the context of these interactive learning conversations.
Some of the experience requirements, document pages you might wanna reference again, are the learner persona pages, the learning objectives, as well as the skills pages.
They'll give you a sense of what you really want to help come to life within these conversations. Now let's, now let's now let's determine the context for one of the conversations that we had outlined in the module structure.
For instance the assessment conversation, this was a scenario that we had planned on a previous page when we discussed the experience structure.
As you can remember, the entire experience, we want to be less than 20 minutes long. There's going to be four different conversations within this module.
Let's say we wanna limit the design of this particular experience to five minutes long. Now, there are a number of different spaces here, and you're definitely going to wanna fill out all of these fields, for instance, the learning objectives that will be aligned to this particular scenario.
If we could remember, the learning objectives are that we want learners to be able to identify the customer needs by strategically gathering information while engaging in a customer service conversation.
We definitely want the contacts here to be a customer service conversation with a customer. And we want learners to be able to recommend solutions that will compliment and bring value to customers' lifestyles.
Another thing we wanna pay attention to are the skills that we're wishing to solicit upon the learners. So we want learners to demonstrate these skills as they are engaging in these conversations.
These are the skills that we had checkmarked on previous pages. Now referring back to our learner's character. So if we look at our learner persona there's a customer service agent named Kenneth who is a a sales representative for Epic Tech.
Let's say within this experience, let's say we're creating a learning experience for Epic Tech. So the character will indeed be a customer service agent for Epic Tech.
Within this context they will be they will be specializing in sales focused on wearable technologies, and they'll be working the store location.
One of the other things that we can do as you can might remember in our learner persona, was that there was a fear of having to deal with very difficult customers.
That might be something we really, really want to hone in on here in the virtual human character that the cust who would portray the customer that the learner has to interact with.
Here we've created a character persona of a difficult customer that the customer, that a character perc. Here, we've created a character persona who will be a difficult customer for the learner to really help challenge them.
Let's take a look at the overview and scene. Now, if you can remember the learner's character, they work the location on the floor selling wearable technology.
The conversation will take place on the sales floor and each customer who enters the store, gets assigned a customer service agent to assist them.
Then this conversation begins after the customer and the customer service agent have been assigned. So it'll just be the two of them in this conversation.
The conversational goal, remember, let's set the context. Let's bring it back to the learning objectives, is that we want the customer to learn about, or sorry, we want the learner to the conversational goal.
We want the learner to learn about the customer their interest, ask them questions, really get a sense of their lifestyle and how wearable technology could then help them support their habits, and then they can make that recommendation of the wearable technology solutions that best fits their lifestyle.

✅

Mark Actions as ‘Completed’ in the Actions Checklist

✅

Action: Define the context of your interactive conversation in the ERD

Tip: Download the ERD Experience Requirements Document and use it to plan your content.

Completed

Download any supporting Resources & Documents:

ERD - Experience Requirements Document

📄

ERD - Experience Requirements Document

📘

Mark this Lesson as ‘Completed’ in the Progress Tracker

Level 2 - Lesson 6: ERD Define Conversations

Completed

…and then go to the next Lesson! 💪

Level 2 - Lesson 7: ERD Create Conversation Outlines

Completed

Lesson information:

As you watch the video, look out for these learning points:

Use information about the Learning Needs to define the Context of Interactive Learning Conversations
Use the Learner Persona to inform the role the learner and the virtual human character play in the conversation
Set the scene in an authentic Context where learners would naturally apply the Skills in the conversation
Adapt the Learning Objectives to the Context defined to determine the Conversational Goal for the Interactive Learning Conversation

To define the Context of Interactive Learning Conversations

→ it's important to reference these sections from the Experience Requirements Document:

Learning Objectives
Skills
Learner Persona

In this example:

→ the Context is determined for an assessment conversation within a module that should last less than 20 minutes and include four different conversations.

Learning Objectives

In this specific conversation, the Learning Objectives involve:

identifying customer needs through strategic questioning in a customer service conversation
and recommending solutions that complement the customer's lifestyle.

Skills

In this example, we wanted learners to demonstrate Skills including: active listening, critical thinking, motivating.

Learner Persona

The character representing the learner is Kenneth, a customer service agent for Epic Tech, a fictitious company specializing in sales of wearable technology in a store location.
The scenario also addresses the learner's fear of dealing with difficult customers by including a challenging customer persona.

Context

A customer service conversation with a customer.

The conversation takes place on the sales floor, with each customer being assigned a customer service agent. The conversation starts after the customer and agent are paired.
The conversational goal is for the learner to:

understand the customer's interests,
ask questions about their lifestyle,
and recommend wearable technology solutions that best fit their needs.

‣

Video Transcript

Let's start defining the context of our interactive learning conversations. So one thing we can do is use information about the learning needs that we had identified earlier to determine the context of these interactive learning conversations.
Some of the experience requirements, document pages you might wanna reference again, are the learner persona pages, the learning objectives, as well as the skills pages.
They'll give you a sense of what you really want to help come to life within these conversations. Now let's, now let's now let's determine the context for one of the conversations that we had outlined in the module structure.
For instance the assessment conversation, this was a scenario that we had planned on a previous page when we discussed the experience structure.
As you can remember, the entire experience, we want to be less than 20 minutes long. There's going to be four different conversations within this module.
Let's say we wanna limit the design of this particular experience to five minutes long. Now, there are a number of different spaces here, and you're definitely going to wanna fill out all of these fields, for instance, the learning objectives that will be aligned to this particular scenario.
If we could remember, the learning objectives are that we want learners to be able to identify the customer needs by strategically gathering information while engaging in a customer service conversation.
We definitely want the contacts here to be a customer service conversation with a customer. And we want learners to be able to recommend solutions that will compliment and bring value to customers' lifestyles.
Another thing we wanna pay attention to are the skills that we're wishing to solicit upon the learners. So we want learners to demonstrate these skills as they are engaging in these conversations.
These are the skills that we had checkmarked on previous pages. Now referring back to our learner's character. So if we look at our learner persona there's a customer service agent named Kenneth who is a a sales representative for Epic Tech.
Let's say within this experience, let's say we're creating a learning experience for Epic Tech. So the character will indeed be a customer service agent for Epic Tech.
Within this context they will be they will be specializing in sales focused on wearable technologies, and they'll be working the store location.
One of the other things that we can do as you can might remember in our learner persona, was that there was a fear of having to deal with very difficult customers.
That might be something we really, really want to hone in on here in the virtual human character that the cust who would portray the customer that the learner has to interact with.
Here we've created a character persona of a difficult customer that the customer, that a character perc. Here, we've created a character persona who will be a difficult customer for the learner to really help challenge them.
Let's take a look at the overview and scene. Now, if you can remember the learner's character, they work the location on the floor selling wearable technology.
The conversation will take place on the sales floor and each customer who enters the store, gets assigned a customer service agent to assist them.
Then this conversation begins after the customer and the customer service agent have been assigned. So it'll just be the two of them in this conversation.
The conversational goal, remember, let's set the context. Let's bring it back to the learning objectives, is that we want the customer to learn about, or sorry, we want the learner to the conversational goal.
We want the learner to learn about the customer their interest, ask them questions, really get a sense of their lifestyle and how wearable technology could then help them support their habits, and then they can make that recommendation of the wearable technology solutions that best fits their lifestyle.

✅

Mark Actions as ‘Completed’ in the Actions Checklist

✅

Action: Define the context of your interactive conversation in the ERD

Tip: Download the ERD Experience Requirements Document and use it to plan your content.

Completed

Download any supporting Resources & Documents:

ERD - Experience Requirements Document

📄

ERD - Experience Requirements Document

📘

Mark this Lesson as ‘Completed’ in the Progress Tracker

Level 2 - Lesson 6: ERD Define Conversations

Completed

…and then go to the next Lesson! 💪

Level 2 - Lesson 7: ERD Create Conversation Outlines

Completed