Activity | ilearninguk

ilearninguk posted an update in the group Activity 0.2 small group reflection 10 years, 6 months ago

Fear is a good topic. Fear is usually about the unknown. There was a methodology for working with clients at Apple that was designed to reduce the fear and explore with the learner. The methodology was as follows.

The 3 A’s
A – Acknowledge that their concerns are valid.
A – Align with the customer, agreeing that you would feel the same were you in their shoes.
A – Assure the customer that you will be able to solve their problem to their satisfaction.

The 3 P’s
P – Position: Tell the customer what you want to do
P – Permission: Ask their permission.
P – Probe: Ask them questions to determine their needs

There is also APPLE
A – Approach the customer with a “warm welcome”
P – the 3 P’s as above
P – Present the appropriate product solution that fits their needs.
L – Listen to their concerns.
E – End with a fond farewell and an invitation to return

I am not saying that this is the only or best methodology when dealing with fear. Apple’s reputation for great customer service is widely known but also vilified by the “apple haters” who want to pick apart success. I have applied this process along with a technique called “Lead Learning Out” when working with many students and academics (works great on academics!) and removed barriers to their learning.

Please do give “fearless feedback” on this as I put it out there for discussion.
- dominicennis replied 10 years, 6 months ago
  
  Hey, very interesting! So let’s hear about “Lead Learning Out”!
  And of course I’m sure we’ll be talking about the 3Es soon!
  
  Bw
  Dom
- owyerbin replied 10 years, 6 months ago
  
  The notion of HE adopting business based models is interesting – and why not I say! Let’s face it the institutions are competing for students within the sector (well some are – depending on whether you are a recruiting or selective institution)
- ilearninguk replied 10 years, 6 months ago
  
  OK. Lead Learning Out (LLO) is a teaching methodology developed by Apple that is based largely on Socrative Questioning (http://en.wikipedia.org/wiki/Socratic_questioning) which is used to draw the learning out from an individual.
  
  It is often used to go on a learning journey together with the end user whereby you ask questions to encourage exploration of the interface and ultimately find out the solution to the problem. The Apple Creative (AC) never ‘drives’ the learning, touches the mouse or keyboard and doesn’t point to the screen. You are taucht to sit on your hands to only use language to lead the learning (out).
  
  An example of this might go as follows:
  
  Problem: User: ” I don’t know how to import my photos on to my Macbook from my phone”
  
  Apple Creative (AC): (Applies the three A’s and the 3 P’s….) “Is it ok if I ask you a few questions and we can find out a solution together?
  User: Yes, that sounds good
  AC: Ok, on your desktop can you see an application in your dock that might look like a camera?
  User: What is my dock?
  AC: You see that strip of icons and pictures at the bottom of the screen?
  User: Yes
  AC: that is your dock. Have you clicked on those icons before?
  User: Yes, I use them to launch programmes.
  AC: Great. That is exactly what it does. Now, iPhoto is a great application that can import your photos and handle basic image adjustments and effects. Can you see an Icon on there that might launch iPhoto programme?
  User: eerrrmmm… What about this one?
  AC: Why don’t you click on it and see what programme opens up?
  User: OK…(they click on it and iPhoto opens)
  User: Is that iPhoto?
  AC: What does it say at the top left hand side of the screen?
  User: “iPhoto” oh.. ok….
  AC: So now we need to see how our photos get on to our computer using iPhoto. Is that OK with you?
  User: Yes
  AC: How do you normally connect your iPhone with your Macbook?
  User: I have plugged it in with a cable before
  AC: Great, do you have that cable now?
  User: Yes, it’s here…. Shall I plug it in?
  AC: Why don’t you do that and see what happens?
  User: Oh I see… My iphone has appeared on the screen and it is asking me whether I want to import 42 photos.
  AC: And is that something you want to do?
  User: Well.. I want to import all of them but these 4 can be deleted
  AC: OK. Would it be good if we could select just the ones you want?
  User: yes… that would be good how do I do that?
  AC: Do you see that key on your keyboard to the left of the spacebar? It is called the command key?
  User: Yes…
  AC: Well, if you hold down that key with your left hand and then click on the pictures you want to keep what happens?
  
  Etc… Etc…
  
  The premise of this is that you can teach anything to anyone using this experiential learning technique.
  As part of our Apple Creative Training we had to open up a piece of software that we had never used but our training partner was familiar with (I opened Logic) and had to try producing something in it. Our partner then used LLO to guide us into producing something.
  The ‘rules’ are:
  1. No touching the keyboard or mouse – The learner ‘drives’ at all times
  2. No pointing to things on screen. Describe them and encourage the user to ‘discover’ them for themselves.
  3. If the learner is about to click on something that won’t do what they want and you know it, let them and encourage them to explore what the consequences of that action are. This way they will learn that they can explore for themselves. You go on their journey with them.
  
  I have used this technique many times with staff who are resistant to technology and fearful that they will click on something an break it. Works wonders to build confidence and encourage the learner to explore more themselves.
  
  I am sure that there are more guides to LLO, and It has probably been updated, but that is what I can remember from 4 years ago!!