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Instructional Plan - Phase VI

Shavon Martin
CUR 516
June 30, 2014
Dr. Shirly Burnett

Instructional Plan - Phase VI

Course Title

Becoming a Trusted Advisor Workshop

Target Audience

Newly appointed (2 years or less) licensed and unlicensed staff

Course Length

The Becoming a Trusted Advisor workshop is designed to be a three- hour live facilit
workshop and is ideally offered from 9:30 a.m. 12:30 p.m. The first session is sche
August 2014 (after the conclusion of the pilot to be offered in July of 2014).

Delivery Method

Facilitator led- Classroom

Goals

1.

Students will demonstrate what it means to be Trusted Advisors to their custo

2. Students will improve the customer experience

3. Students will describe and be familiar with the Allstate culture
Course Description

This workshop is designed for newly hired (within the last two years) staff that have
successfully completed the binding authority process. In an effort to get them better
with the Allstate culture, student will be introduced to the companys history, the sign
milestones and the challenges that we have overcome. Learners will be equipped wit
knowledge and suggested practices to improve customer service. They will also have
opportunity to work with other California staff reviewing the processes necessary to
exceptional customer experiences. Additionally, students will be exposed to the conc
aspiring to become Trusted Advisors and all that it entails in an educational setting t
informative and interactive.

Objectives (Goal 1)

Goal:

Students will demonstrate what it means to be Trusted Advisors to their

Objectives:

As a result of this workshop

- Students will show respect by using clients names when answering th

- Students will educate customers on various products that are availab

life, home, boat, motorcycle, etc)by listening for cues in daily conversations

- Students will clearly explain all premium changes proactively using th

and resources identified in the workshop (MWI, TaG, eAgent, etc)

Objectives (Goal 2)

Goal:

Students will improve the customer experience

Objectives: After the conclusion of the workshop

- Students will contact (via phone) all customers 1 month before policy r
ensure understanding of billing cycle, payment options and any requested changes

- Students will become follow up fanatics (learn to under promise and ov

with all customer requests using Agency Gateway by the end of the business day.

- Students will schedule time for outbound warm and fuzzy (non sales) ca
demonstrate a customer valued relationship every day.
Objectives (Goal 3)

Goal:

Students will describe and be familiar with the Allstates history and cul

Objectives: As a result of this workshop

- Students will communicate facts to customers that differentiate the com

the competition using the information from the agency advantages game.

- Students will be able to reflect on the companys past to better understan

reason decisions are made.

Explanation

Instructional Strategies

The above objectives will mainly use collaborative learning and activities that encou
critical thinking. After conducting a needs analysis for the workshop, we learned tha
participants most value idea sharing and peer to peer networking. Consequently as
instructional design team leader, the decision has been made to incorporate a lot of g
activities and group discussion. Students learn best from other students and this exp
be enhanced with effective facilitation to keep the focus, stimulate learning and to en
are participating.

Active participation- rather than the traditional lecture, this workshop is designed as

table discussion to ensure that all participate and to deliver on the needs identified

Instructor demonstration/role playing- it is important (and shows credibility) when a

instructor can walk the walk. Additionally, some learners learn best by visuals an
demonstration can enhance the experience.

Regular Feedback/recognition- with the use of prizes, facilitators will provide releva
and positive recognition as a form of student engagement.

Note taking- research proves that when learners take notes they are more likely to ret
information. The workshop includes a workbook that is used to keep students on trac
provide a place for notes and ideas.

Student demonstrations- Module 5 of the workshop requires students to work in smal

(teaching each other) to create and prepare a presentation to the class that also allow
evaluation.

Pneumonic tips- because our industry can be difficult, this workshop will provide lea
easy acronyms to help support various topics. (i.e. ACE- anticipate customer needs)
Instructional
Technologies

Videos- several videos describing the history, significant milestones, and successes o
company will be played during the workshop. We also have a video that illustrates h
things have a big impact when it comes to the simple truths of service.
Powerpoint- will be used to deliver content and facilitate discussion.

Instructional Games- we have created several instructional games to present informa

(Family Feud- why customers deflect) and to assess levels of engagement (The Last M
standing- agency and company advantages).

Music- is played before the workshop begins and during breaks in an attempt to keep
high and upbeat.
Individuals Involved

All Education Consultants will be primarily responsible for facilitating the workshop
Additionally the support and involvement of the Field Sales Leaders will be critical t
success of the training.

Most importantly the target learner is the newly hired staff person that is either licen
unlicensed. There are no age, education or experience requirements. All staff are we
encouraged to attend.
Resources and

The following resource materials need to be created for the workshop:

Materials

Instructional game to reveal company and agency advantages/differentiations

Purchase Trusted Advisors books

Print participant workbooks

Identify and select video to illustrate the companys history

Implementation Details
July 7th : Pilot workshop in Markets 37 & 38
July 14th: Sales Leaders send welcome emails to participants
July 23rd: Conduct train-the-trainer for Education Consultants
August 5th: Offer workshops state-wide
Quarterly: Offer market workshops to newly appointed staff

The first form of communication will come from the Field Sales Leader encouraging
participation and indentifying the invited participants. Then, the Education Consulta
call to confirm attendance, set expectations, and build anticipation for each of the wo
Additionally, the workshops will be advertised in the bi-monthly eNews article and o
Gateway homepage which will help to build interest.

Participants that were hired in the last two years are invited to attend this workshop.
Leaders may also indentify additional participants that would benefit from the conten
those that may need to be re-energized.

Formative Assessments

There are three formative assessments that will be incorporated into this workshop:

Observations- While in the classroom, students may appear to have grasped a conce
when given an opportunity to apply the knowledge, they cant or dont. Consequently
need to observe students while working in groups and also when they are in their ow
respective environments allowing opportunities for coaching and providing instant fe

Discussions- It is important during workshops and other training courses that all stu
actively participate. It is most valuable to accomplish this by having discussions and
sure to include all learners.

Practice presentations- These provide educators with knowledge and feedback to as

effective instruction was delivered and received. Although some students may be app
and are not as comfortable presenting, educators can help them overcome this by ma
classroom a safe, fun, learning environment.
Evaluation Criteria

An improvement in the Allstate Customer Experience Survey (ACES) results will ser
criteria for determining whether the goals and objectives of this workshop were met.
Additionally retention, agency morale and an increased knowledge of our company a
culture will determine the success of this 3 hour training session.