Audience

This training is built for tour guides who are new to this walking tour company and have varied experience in tour guiding.

Problem

Many clients report having a very chaotic and negative experience at the start of tours led by new guides.  New tour guides do not know the check-in and communication protocols of the company.  Thus new guides often start tours late, with groups that are incomplete or with the wrong clients in them.

Solution

The purpose of this course is to train new guides in the appropriate check-in procedures as well as engage them in real world scenarios that represent the variety of issues that can arise before the start of the tour.  The company aims to have 90% of guests reporting a smooth registration experience, as well as an easy start to their tour, on their follow-up survey.

Highlights

Course chunked in three manageable and interactive blocks, mock-up of the company’s proprietary app, card sort, scenario-based knowledge check and final assessment to engage learners in solving real world problems.

Level 2 Evaluation: Ungraded Knowledge Checks at the end of each section including 2 Scenario-based questions; Final Quiz consisting of 5 scenario-based questions with an 80% passing rate.  

Level 3 Evaluation: An analysis of post-tour guest surveys will be conducted 3 months after implementation.  Guest survey results will provide a measurable evaluation of the impact of this course on employee behavior.

Tools

Articulate Rise 360, Canva, PowerPoint

Audience

This training is built for the management team at a residential apartment complex whose members are unfamiliar with issues of risk in property management. 

Problem

Urban Oasis residential complex is not operating safely and is literally an accident and a lawsuit waiting to happen.  Members of the management team are not enforcing safe operations because they are overwhelmed by the number of regulations and don’t even know them all.  Employees are working with toxic materials as well as equipment in an unsafe manner, and often not using the appropriate PPE. These operational gaps were discovered and cited during a recent OSHA inspection, resulting in more than $40,000 in fines.

Solution

The purpose of this course is to familiarize managers with existing hazards and the corresponding OSHA requirements related to communication, handling and documentation of those hazards.  It will enable Urban Oasis to run safely with minimized risk to people, property and business, and ensure that it can pass an OSHA inspection at any time.

Highlights

Triggers, layers, branching slides, drag and drop interaction, accordion interaction, use of voiceover narration throughout, and scenario-based knowledge checks and final assessment to allow the learner to apply the new information in a real world context.

Level 2 Evaluation: Ungraded Knowledge Checks which engage learners to actively participate in making real world choices; Final Quiz consisting of 5 scenario-based questions with an 80% passing rate.  

Level 3 Evaluation: Interviews with learners 3 months post-training to record whether they have taken all the actions required to be “OSHA-ready” in the training content areas.  Ultimately, an OSHA inspection that results in zero fine-bearing violations will demonstrate whether managers were able to take the proper actions to minimize risks to employees.

Tools

Articulate Storyline 360, Canva