Professional Documents
Culture Documents
Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult
these characteristics will help you inspire your agents to improve their skills, improve
the quality of your training and improve the quality of your contact center.
aware of their ‘need to know’ and make a case for the value of learning.”
why it is important to the organization, their management, the customer and most
initially scheduling the training and then again at the beginning of the training,
will help ensure your agents get the most out of the training.
responsible for their lives. They need to be seen and treated as capable and self-
directed.”
level of absorption of the training. Providing agents the freedom to choose which
The role of the learners’ experience was described by Knowles. “Adults come
into an educational activity with different experiences than do youth. There are
and goals, creating a greater need for individualization of teaching and learning
strategies.”
Agents more easily understand the experiences of their colleagues and their
activities or case methods helps agents to more quickly grasp the information in
4. Readiness to Learn
“Adults become ready to learn things they need to know and do in order to
cope effectively with real-life situations. Adults want to learn what they can apply
in the present, making training focused on the future or that does not relate to
Agents will be far more interested in developing knowledge and skills that
they can apply to their current day-to-day activities. The less that the training
applies to their current role and the longer they would have to wait to utilize the
knowledge, the less attention they will be willing to provide to the training.
5. Orientation to Learning
to learning. They want to learn what will help them perform tasks or deal with
problems they confront in everyday situations and those presented in the context
Much like the readiness to learn, agents will be far more interested in
developing knowledge and skills that they can apply to their current day-to-day
activities will be far more welcomed than ambiguous and theoretical concepts.
6. Motivation
(e.g., better job, higher salaries), but the most potent motivators are internal (e.g.,
Helping agents understand how the training will help them do their jobs
better, perform better and receive more rewards and recognition will earn more of
Summary
Malcolm Knowles’ six characteristics of adult learners emphasizes the need to focus
help you to improve your agents’ skills, improve the quality of your training and