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Bernard. L. (2025) Learning Models and How They Connect, Created on Canvas
Immersive Client Conversations
A Gamified Approach to Experiential Learning
In today’s customer-driven financial environment, effective client communication is necessary for building trust and delivering personalized solutions. New banking associates often enter their roles with strong interpersonal skills but limited experience in navigating complex client needs, objections, and emotionally charged situations. To support their growth, training programs must move beyond scripted interactions and foster real-world decision-making, empathy, and adaptability.
Bernard. L. (2025) The Bank: Immersive Training Simulation Image Created on Canvas with prompt" diverse banker and customer interaction with The Bank in the left corner and Immersive Training Simulation in the right corner"
🎯 Learning Objectives
🎯 Learning Objectives
📝 1. Create Personalized Positioning Statements
📝 1. Create Personalized Positioning Statements
Learners will create a personalized positioning statement using the FORMG + GREAT framework to build rapport with clients.
FORMG: Family, Occupation, Recreation, Message, Goals
GREAT: Greet, Reaffirm, Explain, Acknowledge, Tell
🔍 2. Identify Customer Financial Needs
🔍 2. Identify Customer Financial Needs
Learners will identify customer needs across the five financial areas: Spending, Saving, Protecting, Borrowing, and Investing.
💬 3. Respond to Customer Objections
💬 3. Respond to Customer Objections
Learners will respond to customer objections with empathy and professionalism during simulated client conversations.
🔑 4. Conduct Full Client Conversations
🔑 4. Conduct Full Client Conversations
Learners will conduct complete client conversations, transitioning smoothly between Personalize & Position, Needs Discovery, and Close, while guiding clients toward meaningful next steps.
📚 Learning Models &
📚 Learning Models &
Theoretical Foundations
Theoretical Foundations
🧰 Experiential Learning
🧰 Experiential Learning
Learners actively engage in realistic client conversations, test strategies, and reflect on outcomes, gaining knowledge through direct experience.
🎮 Gamification
🎮 Gamification
Progress is tracked through levels, points, and badges, using game elements to drive motivation, engagement, and continuous improvement.
🏗️ Constructivism
🏗️ Constructivism
Learners build knowledge through hands-on activities, simulations, and peer collaboration, discovering meaning through active problem-solving and shared experiences.
🌐 Connectivism
🌐 Connectivism
Learning is enhanced by digital tools, peer networks, and collaborative platforms, reflecting how knowledge is constructed and expanded through social and technological connections.
References
References
Association for Experiential Education. (n.d.). What is experiential education? https://www.aee.org/
Authentic assessment. (n.d.). New Jersey Institute of Technology. https://www.njit.edu/ite/authentic-assessment
Baker, J. (2015, July 17). What is summative assessment? Examples, importance & more. SplashLearn. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
Bates, T. (2022). Teaching in a digital age: Third edition. BC Campus. https://ecampusontario.pressbooks.pub/gccomm/sectioninfo
Beard, E. (2023, June 22). What is formative assessment? NWEA. https://www.nwea.org/blog/2023/what-is-formative-assessment/
Buljan, M. (2021, November 15). Gamification for learning: Strategies and examples. eLearning Industry. https://elearningindustry.com/gamification-for-learning-strategies-and-examples
Buljan, M. (2021, December 13). Experiential learning in online courses. Ewyse. https://ewyse.agency/blog/experiential-learning-in-online-courses/
Center for Teaching and Learning. (n.d.). Authentic assessment in the online classroom. Risepoint. https://ctl.risepoint.com/authentic-assessment-in-the-online-classroom/
Devlin Peck. (2020, June 5). Gagne's nine events of instruction [Video]. YouTube. https://www.youtube.com/watch?v=-31fCUQ2htU
Dinia, I. (2023, January 22). How to use gamification in eLearning for maximum engagement and effectiveness. ELearning Industry. https://elearningindustry.com/how-to-use-gamification-in-elearning-for-maximum-engagement-and-effectiveness
Formative assessment-10 key questions. (2017, January). Wisconsin Department of Public Instruction. https://dpi.wi.gov/sites/default/files/imce/strategic-assessment/Formative_Assessment_10_key_questions.pdf
JeopardyLabs. (n.d.). PNC conversation [Online game]. Retrieved April 7, 2025, from https://jeopardylabs.com/play/pnc-conversation
KnowledgeOne. (2022, October 5). Gamification [Video]. YouTube. https://www.youtube.com/watch?v=FbzT4oX6swc
Lawless, C. (n.d.). What is project-based learning? A guide for corporate trainers. LearnUpon Blog. https://www.learnupon.com/blog/what-is-project-based-learning/
McLeod, S. (2024, February 1). Gagne’s conditions of learning theory. Simple Psychology. https://www.simplypsychology.org/conditions-of-learning-gagne.html
Miller, B. (2020, April 28). Summative assessment in distance learning. Edutopia. https://www.edutopia.org/article/summative-assessment-distance-learning
mjmfoodie. (2020, May 6). Formative and summative assessment [Video]. YouTube. https://youtu.be/G8CsWNzkBVc
OpenAI. (2024). ChatGPT (Version 4) [Large language model]. OpenAI. https://chat.openai.com
Prompt: “Review my instructional design draft to identify which elements are present or missing (ZPD, scaffolding, ARCS, 5E model), provide feedback, and help revise for clarity and tone.”
Pappas, C. (2015, May 20). Instructional design models and theories: Keller’s ARCS model of motivation. eLearning Industry. https://elearningindustry.com/arcs-model-of-motivation
Pappas, C. (2024, January 9). Summative assessment in eLearning: What eLearning professionals should know. eLearning Industry. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
PBL Works. (2010, December 9). Project-based learning: Explained [Video]. YouTube. https://www.youtube.com/watch?v=LMCZvGesRz8
Sprouts. (2015, October 12). Experiential learning: How we all learn naturally [Video]. YouTube. https://www.youtube.com/watch?v=aF63HHVbpQ8&t=11s
Summative assessment. (n.d.). Baylor University. https://atl.web.baylor.edu/guides/assessing-student-learning-and-teaching/summative-assessment
Walter, Z. (n.d.). What is gamification? Gamify. https://www.gamify.com/what-is-gamification
What is PBL? (n.d.). Buck Institute for Education. https://www.pblworks.org/what-is-pbl
Arundel, K. (2021, June 30). ISTE 2021: 4 ways to make project-based learning work online. K-12 Dive. https://www.k12dive.com/news/4-ways-to-make-project-based-learning-work-online/602592/
AI and Design Tools:
Canva was used to create infographics.
ChatGPT (OpenAI, 2025) and Gemini (Google, 2025) were used to support revision, grammar correction, content reorganization, clarity in writing, and citations with prompts such as "Please review this for clarity and organization and give me feedback on what I should revise."
Motivational Design Overview: Applying Keller’s ARCS Model
Motivational Design Overview: Applying Keller’s ARCS Model
The immersive gamified training scenario was intentionally designed with Keller’s ARCS Model of Motivation to ensure that learners are engaged, motivated, and confident as they develop critical client communication skills.
🎯 Attention
🎯 Attention
Learners are drawn into the training through interactive video scenarios, gamified challenges, and dynamic simulations. The variety of activities, from simulations to peer feedback, ensures sustained engagement.
🔗 Relevance
🔗 Relevance
All tasks are grounded in real-world banking contexts. The use of authentic customer personas and life-based scenarios makes the learning meaningful and directly applicable to the learners’ professional roles.
💪 Confidence
💪 Confidence
The training incorporates scaffolding, allowing learners to gradually build skill—from observing and experimenting to performing full conversations. Immediate feedback and gamified progress (badges, levels) reinforce competence.
🏆 Satisfaction
🏆 Satisfaction
Learners experience both intrinsic satisfaction (mastery, application of skills) and extrinsic rewards (points, achievements). The final mock conversation simulates a real client interaction, providing a rewarding capstone experience
References
References
JeopardyLabs. (n.d.). PNC conversation [Online game]. Retrieved April 7, 2025, from https://jeopardylabs.com/play/pnc-conversation
Pappas, C. (2015, May 20). Instructional Design Models and Theories:Keller’s ARCS Model of Motivation. eLearning Industry. https://elearningindustry.com/arcs-model-of-motivation
OpenAI. (2024). ChatGPT (Version 4) [Large language model]. OpenAI. https://chat.openai.com
Prompt: “Review my instructional design draft to identify which elements are present or missing (ZPD, scaffolding, ARCS, 5E model), provide feedback, and help revise for clarity and tone.”
AI and Design Tools:
Canva was used to create infographics.
ChatGPT (OpenAI, 2025) and Gemini (Google, 2025) were used to support revision, grammar correction, content reorganization, clarity in writing, and citations with prompts such as "Please review this for clarity and organization and give me feedback on what I should revise."
Gagné’s 9 Events of Instruction in Context
Gagné’s 9 Events of Instruction in Context
The Mission Begins: Mastering Client Conversations through Immersive Learning
The Mission Begins: Mastering Client Conversations through Immersive Learning
Bernard. L. (2025) Learning Pathway, Created on Canvas
Explore the Mission Details
Click each stage below to discover how agents advance through the gamified client training
from gaining attention to transferring skills into real-world success.
1.🎯 The Mission Begins: Gain Attention
1.🎯 The Mission Begins: Gain Attention
Agents are introduced to a failed client conversation and tasked with analyzing what went wrong, stepping into the client’s perspective.
Assessment: Formative – Reflective analysis identifies baseline understanding.
Learning Models: 🧰 Experiential – Realistic scenario sparks engagement.
Mission Note: This initiates the first phase of agent training, sharpening critical observation.
2. 📢 Mission Objectives: Inform Learners of the Goal
2. 📢 Mission Objectives: Inform Learners of the Goal
The CRB (Client Relations Bureau — a fictional organization ) outlines the journey to Certified Client Negotiator, emphasizing mastery of the PNC Framework, progressing through simulations, collaboration, and final evaluation.
Assessment: No formal, but establishes learning goals.
Learning Models: 🎮 Gamified – The mission is framed as a level-based challenge with rewards.
3. 🔄 Briefing Review: Stimulate Recall of Prior Learning
3. 🔄 Briefing Review: Stimulate Recall of Prior Learning
Agents reflect on prior customer service experiences, preparing to connect previous knowledge to new strategies.
Assessment: Formative – Self-reflection activates past experience for current mission readiness.
Learning Models: 🧰 Experiential – Taps into lived experiences to personalize learning.
4/5. 🎥 Tactical Briefing: Present Content & Guidance
4/5. 🎥 Tactical Briefing: Present Content & Guidance
Agents enter Observation Pods and review model videos on the FORMG + GREAT framework.
Create a Personal Conversation Blueprint.
Submit to the CRB Database for AI feedback:
Valid blueprints unlock badges and access to simulations.
Assessment: Formative – AI guides refinement, supports independence.
Learning Models: 🏗️ Project-Based, 🎮 Gamified, 🧰 Experiential
6.🕹️ Field Practice: Elicit Performance
6.🕹️ Field Practice: Elicit Performance
Agents go out into the field applying their blueprint in diverse client simulations. Coins are collected based on effectiveness. Collaboration on Padlet #1 connects life events to FORMG and financial needs.
Assessment: Formative – Simulation feedback and Padlet contributions measure applied skills.
Learning Models: 🧰 Experiential, 🎮 Gamified, 🏗️ Project-Based – Real-world practice, interactive rewards, and collaborative creation.
Mission Note: Field exercises refine tactics.
7.💬 Mission Feedback: Provide Feedback
7.💬 Mission Feedback: Provide Feedback
Agents receive real-time feedback from simulations and peer input on Padlet #2, where scripted conversations are reviewed.
Assessment: Formative – Feedback reinforces strengths and highlights growth areas.
Learning Models: 🧰 Experiential, 🎮 Gamified, 🏗️ Project-Based – Peer collaboration deepens understanding and progress is visibly tracked.
Mission Note: Tactical feedback loops elevate agents closer to certification readiness.
8.🏆 The Final Challenge: Assess Performance
8.🏆 The Final Challenge: Assess Performance
Agents face their final test:
Advanced simulations with increasingly complex clients.
A Mock Client Conversation with a CRB Manager.
Assessment: Summative & Authentic – Evaluates full mastery of the PNC Framework, adaptability, and professionalism.
Learning Models: 🧰 Experiential, 🎮 Gamified – High-stakes mission mirrors real-world scenarios; badges and certification are earned.
Mission Note: Only those who excel in the final challenge achieve the Certified Client Negotiator Badge.
9.🔑 Mission Legacy: Enhance Retention and Transfer
9.🔑 Mission Legacy: Enhance Retention and Transfer
Agents reflect on their growth and optionally create a Personal Field Guide, summarizing tactics for future client missions.
Assessment: Authentic – Reflection + optional guide shows transfer of learning to real-world tasks.
Learning Models: 🧰 Experiential, 🏗️ Project-Based – Self-driven synthesis of learning supports long-term retention.
Mission Note: The mission concludes, but the agent’s journey continues, equipped with tools for future success.
References
References
Association for Experiential Education. (n.d.). What is experiential education? https://www.aee.org/
Authentic assessment. (n.d.). New Jersey Institute of Technology. https://www.njit.edu/ite/authentic-assessment
Baker, J. (2015, July 17). What is summative assessment? Examples, importance & more. SplashLearn. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
Bates, T. (2022). Teaching in a digital age: Third edition. BC Campus. https://ecampusontario.pressbooks.pub/gccomm/sectioninfo
Beard, E. (2023, June 22). What is formative assessment? NWEA. https://www.nwea.org/blog/2023/what-is-formative-assessment/
Buljan, M. (2021, November 15). Gamification for learning: Strategies and examples. eLearning Industry. https://elearningindustry.com/gamification-for-learning-strategies-and-examples
Buljan, M. (2021, December 13). Experiential learning in online courses. Ewyse. https://ewyse.agency/blog/experiential-learning-in-online-courses/
Center for Teaching and Learning. (n.d.). Authentic assessment in the online classroom. Risepoint. https://ctl.risepoint.com/authentic-assessment-in-the-online-classroom/
Devlin Peck. (2020, June 5). Gagne's nine events of instruction [Video]. YouTube. https://www.youtube.com/watch?v=-31fCUQ2htU
Dinia, I. (2023, January 22). How to use gamification in eLearning for maximum engagement and effectiveness. ELearning Industry. https://elearningindustry.com/how-to-use-gamification-in-elearning-for-maximum-engagement-and-effectiveness
Formative assessment-10 key questions. (2017, January). Wisconsin Department of Public Instruction. https://dpi.wi.gov/sites/default/files/imce/strategic-assessment/Formative_Assessment_10_key_questions.pdf
JeopardyLabs. (n.d.). PNC conversation [Online game]. Retrieved April 7, 2025, from https://jeopardylabs.com/play/pnc-conversation
KnowledgeOne. (2022, October 5). Gamification [Video]. YouTube. https://www.youtube.com/watch?v=FbzT4oX6swc
Lawless, C. (n.d.). What is project-based learning? A guide for corporate trainers. LearnUpon Blog. https://www.learnupon.com/blog/what-is-project-based-learning/
McLeod, S. (2024, February 1). Gagne’s conditions of learning theory. Simple Psychology. https://www.simplypsychology.org/conditions-of-learning-gagne.html
Miller, B. (2020, April 28). Summative assessment in distance learning. Edutopia. https://www.edutopia.org/article/summative-assessment-distance-learning
mjmfoodie. (2020, May 6). Formative and summative assessment [Video]. YouTube. https://youtu.be/G8CsWNzkBVc
OpenAI. (2024). ChatGPT (Version 4) [Large language model]. OpenAI. https://chat.openai.com
Prompt: “Review my instructional design draft to identify which elements are present or missing (ZPD, scaffolding, ARCS, 5E model), provide feedback, and help revise for clarity and tone.”
Pappas, C. (2015, May 20). Instructional design models and theories: Keller’s ARCS model of motivation. eLearning Industry. https://elearningindustry.com/arcs-model-of-motivation
Pappas, C. (2024, January 9). Summative assessment in eLearning: What eLearning professionals should know. eLearning Industry. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
PBL Works. (2010, December 9). Project-based learning: Explained [Video]. YouTube. https://www.youtube.com/watch?v=LMCZvGesRz8
Sprouts. (2015, October 12). Experiential learning: How we all learn naturally [Video]. YouTube. https://www.youtube.com/watch?v=aF63HHVbpQ8&t=11s
Summative assessment. (n.d.). Baylor University. https://atl.web.baylor.edu/guides/assessing-student-learning-and-teaching/summative-assessment
Walter, Z. (n.d.). What is gamification? Gamify. https://www.gamify.com/what-is-gamification
What is PBL? (n.d.). Buck Institute for Education. https://www.pblworks.org/what-is-pbl
Arundel, K. (2021, June 30). ISTE 2021: 4 ways to make project-based learning work online. K-12 Dive. https://www.k12dive.com/news/4-ways-to-make-project-based-learning-work-online/602592/
AI and Design Tools:
Canva was used to create infographics.
ChatGPT (OpenAI, 2025) and Gemini (Google, 2025) were used to support revision, grammar correction, content reorganization, clarity in writing, and citations with prompts such as "Please review this for clarity and organization and give me feedback on what I should revise."
Authentic Assessment Blueprint: Agent Mastery Framework
Authentic Assessment Blueprint: Agent Mastery Framework
Explore the Assessment Framework
Explore the Assessment Framework
Click each section below to uncover how agents are evaluated throughout the mission—
from demonstrating essential skills to achieving mastery through authentic, real-world challenges.
📏 Standards
What agents should achieve:
🤝 Personalize & Position
Create a customized FORMG + GREAT blueprint to build rapport and set the conversation tone.🔍 Needs Discovery
Apply questioning to uncover needs: Spending, Saving, Protecting, Borrowing, Investing.🗣️ Close
Demonstrate empathy & professionalism when handling objections and closing the conversation.🧠 Reflect & Transfer
Reflect on growth and transfer skills to real-world client scenarios.
🧩 Authentic Tasks
🧩 Authentic Tasks
How agents show mastery:
🛠️ Constructed-Response: Build a Conversation Blueprint.
🎭 Performance: Complete Simulations + Mock Client Conversation.
📘 Production: (Optional) Create a Personal Field Guide.
🎯 Criteria for Success
🎯 Criteria for Success
What mastery looks like:
📝 Blueprint: Personalized, strategic, accurate.
🎮 Simulations: Smooth transitions, empathy, action-oriented.
🗣️ Mock Talk: Manages objections, remains professional.
📖 Field Guide: Reflective, realistic, actionable.
📊 Rubric
📊 Rubric
Areas in which agents are scored:
Analytic:
🎯 Personalization
❓ Questioning skill
🤝 Empathy/Adaptability
🕹️ Application in action
Score Range
🚀 Novice (1) → Mastery(4)
References
References
Association for Experiential Education. (n.d.). What is experiential education? https://www.aee.org/
Authentic assessment. (n.d.). New Jersey Institute of Technology. https://www.njit.edu/ite/authentic-assessment
Baker, J. (2015, July 17). What is summative assessment? Examples, importance & more. SplashLearn. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
Bates, T. (2022). Teaching in a digital age: Third edition. BC Campus. https://ecampusontario.pressbooks.pub/gccomm/sectioninfo
Beard, E. (2023, June 22). What is formative assessment? NWEA. https://www.nwea.org/blog/2023/what-is-formative-assessment/
Buljan, M. (2021, November 15). Gamification for learning: Strategies and examples. eLearning Industry. https://elearningindustry.com/gamification-for-learning-strategies-and-examples
Buljan, M. (2021, December 13). Experiential learning in online courses. Ewyse. https://ewyse.agency/blog/experiential-learning-in-online-courses/
Center for Teaching and Learning. (n.d.). Authentic assessment in the online classroom. Risepoint. https://ctl.risepoint.com/authentic-assessment-in-the-online-classroom/
Devlin Peck. (2020, June 5). Gagne's nine events of instruction [Video]. YouTube. https://www.youtube.com/watch?v=-31fCUQ2htU
Dinia, I. (2023, January 22). How to use gamification in eLearning for maximum engagement and effectiveness. ELearning Industry. https://elearningindustry.com/how-to-use-gamification-in-elearning-for-maximum-engagement-and-effectiveness
Formative assessment-10 key questions. (2017, January). Wisconsin Department of Public Instruction. https://dpi.wi.gov/sites/default/files/imce/strategic-assessment/Formative_Assessment_10_key_questions.pdf
JeopardyLabs. (n.d.). PNC conversation [Online game]. Retrieved April 7, 2025, from https://jeopardylabs.com/play/pnc-conversation
KnowledgeOne. (2022, October 5). Gamification [Video]. YouTube. https://www.youtube.com/watch?v=FbzT4oX6swc
Lawless, C. (n.d.). What is project-based learning? A guide for corporate trainers. LearnUpon Blog. https://www.learnupon.com/blog/what-is-project-based-learning/
McLeod, S. (2024, February 1). Gagne’s conditions of learning theory. Simple Psychology. https://www.simplypsychology.org/conditions-of-learning-gagne.html
Miller, B. (2020, April 28). Summative assessment in distance learning. Edutopia. https://www.edutopia.org/article/summative-assessment-distance-learning
mjmfoodie. (2020, May 6). Formative and summative assessment [Video]. YouTube. https://youtu.be/G8CsWNzkBVc
OpenAI. (2024). ChatGPT (Version 4) [Large language model]. OpenAI. https://chat.openai.com
Prompt: “Review my instructional design draft to identify which elements are present or missing (ZPD, scaffolding, ARCS, 5E model), provide feedback, and help revise for clarity and tone.”
Pappas, C. (2015, May 20). Instructional design models and theories: Keller’s ARCS model of motivation. eLearning Industry. https://elearningindustry.com/arcs-model-of-motivation
Pappas, C. (2024, January 9). Summative assessment in eLearning: What eLearning professionals should know. eLearning Industry. https://www.splashlearn.com/blog/what-makes-summative-assessment-powerful-tool-for-teachers/
PBL Works. (2010, December 9). Project-based learning: Explained [Video]. YouTube. https://www.youtube.com/watch?v=LMCZvGesRz8
Sprouts. (2015, October 12). Experiential learning: How we all learn naturally [Video]. YouTube. https://www.youtube.com/watch?v=aF63HHVbpQ8&t=11s
Summative assessment. (n.d.). Baylor University. https://atl.web.baylor.edu/guides/assessing-student-learning-and-teaching/summative-assessment
Walter, Z. (n.d.). What is gamification? Gamify. https://www.gamify.com/what-is-gamification
What is PBL? (n.d.). Buck Institute for Education. https://www.pblworks.org/what-is-pbl
Arundel, K. (2021, June 30). ISTE 2021: 4 ways to make project-based learning work online. K-12 Dive. https://www.k12dive.com/news/4-ways-to-make-project-based-learning-work-online/602592/
AI and Design Tools:
Canva was used to create infographics.
ChatGPT (OpenAI, 2025) and Gemini (Google, 2025) were used to support revision, grammar correction, content reorganization, clarity in writing, and citations with prompts such as "Please review this for clarity and organization and give me feedback on what I should revise."
Mission Performance Rubric: Path to Certified Client Negotiator
Mission Performance Rubric: Path to Certified Client Negotiator
(Formative, Constructivist, Experiential, and Gamified Assessment)
Bernard, L. (2025). Certified Client Negotiator rubric. Included in instructional design portfolio for LDTC 600. University of Maryland Global Campus. Created with assistance from OpenAI’s ChatGPT based on the prompt: "Create a formative, constructivist, experiential learning and gamification rubric to assess learning objectives."
Mission Summary: Path to Agent Mastery
This gamified training experience supported agents in developing practical communication skills through realistic, interactive learning. By combining experiential learning, gamification, and constructivist approaches, the mission focused on problem-solving, collaboration, and reflection.
Agents moved from observing client conversations to applying strategies in simulations and completing authentic tasks like creating a conversation blueprint and participating in mock client discussions. Feedback and rewards helped reinforce learning, while each stage of the mission built on prior knowledge.
The mission wraps up with a focus on real-world application, giving agents tools and strategies to continue building confidence in client conversations.
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