Evaluating the Skill Gap and Implementing an Effective Solution

The Problem: The client is a call center that has a diverse employee base stretching from Baby Boomers, Generation X, Millennials, and Generation Z. Miscommunications overall understanding, and efficiency have steadily plummeted due to increasing misunderstandings in work styles between these groups. 

The Solution: Many companies face challenges when they employee a multi-generational workforce. By collaborating with subject matter experts (SMEs) from customer service management and several employees who reported skill gaps I utilized active listening, problem-solving, and communication to address the recognized skill gap. Using the information gathered I was able to develop a training course that allows employees to better empathize with coworkers, understand generational identities, and improve communication.

Multigenerational Workforce

Collaboration Across Generations: Multigenerational Teamwork

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Experience the Course

Implementing ADDIE

The training uses multiple choice quizzes, pop-cards, and videos to help learners better understand, empathize, and bolster company efficiency. The training aims to improve internal communications by 60% in three months. An initial evaluation will take place at 1 month to show how internal PR is trending. The areas evaluated will improve efficiency, conflict resolution, communication, and multi-generational understanding. 

1

Analysis

The development of this project incorporated the ADDIE model. The analysis phase focused on investigating the skill gap, investigating the issue, and creating an action map. This was done through collaboration with SMEs and multigenerational employees. 
2

Design

The design phase was used to develop storyboards and outline the flow of the project. 
3

Development
Development involved creating an interactive framework to test the functionality and flow. 

4

Implementation

Implementation involved a test group to evaluate and assess feedback prior to company wide exports. 
5

Evaluation

The final evaluation involved using the Kirkpatrick model to gather feedback regarding the training and overall effect on the skill gap that was being addressed.
CourseEvaluation

Course Evaluation

Utilizing the Kirkpatrick framework, post-training evaluation data was gathered to measure training efficacy, assess behavioral modification, and evaluate impact.

Programs Used

Articulate 360, Powtoon, Microsoft Suite, Copilot, Canva, Clip Paint Studio, Adobe Photoshop, Google Forms, Google Drive

Generational Learners

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