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Video Arts titles are used daily by some 100,000 organisations world wide.
Their programmes help train people in 50 countries and between them they have
won over 200 major international awards for excellence. Recognised as an
expert in "achieving excellence" and author of best selling book
"Excellence 2000" LKT helped capitalise on the explosive growth of the
internet as a delivery vehicle for education along with Video Arts'
development of a range of e-learning programmes for CD Rom, network/intranet
and internet delivery.
Lynda told her high profile audience that "Video
Arts interactive programmes are based on their award winning content.
They are designed to provide a comprehensive and memorable learning experience on
core business skills for excellence and compelling competitive edge.
Winning organisations cannot afford to close their eyes to the e-learning
curve. It is an integral part of the training mix and those companies who
embrace e-learning are already reaping benefits in terms of improved customer
service, community relations, product and service quality."
"E-learning is here to stay...the future is blended learning...and
the future is now"
According to Eric Molyneux, Director of Exact Solutions, the E-Learning
Division of Video Arts Group,
"There
are many learning requirements where the most appropriate and cost effective
solution is a combination of classroom based training and eLearning. This is
known as 'Blended Learning' an approach which retains the best qualities of
traditional methods and enhances them with technology based training.
By using eLearning as pre classroom activities trainers can be sure that
everyone arrives at the classroom with the same level of understanding of
the issues to be covered. Action points and personal plans arising from the
classroom can be supported by additional eLearning and the creation of
ongoing support forums for course participants. This blended methodology
saves time and money and makes sure that people get the best possible use of
the time they spend together in the classroom.
There are already many good examples of companies using blended learning and
the results from these are very encouraging."
Lynda argues that the opportunity is to intelligently mix technology with the
human interaction. "No bones about it, IT training still needs human
contact. The future is the move towards a model where the majority of
courses will be online, but accompanying classroom-based workshops.
Combined together, the blend of e-learning and the classroom can provide the
learner with the perfect educational environment - the best of what the
screen offers whilst retaining the cult of the classroom's charisma. People
like to interact physically when learning as well as being online."
E-learning is all about total learning: giving your people the best
possible e-ducation:
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Forever: memorable and ongoing learning that doesn't stop the minute
staff, students, managers, delegates, etc leave the classroom.
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Wherever: from a desktop to a laptop to a mountain top! Users can learn wherever it's most convenient.
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Whenever: anytime, anywhere teaching and learning - 24 hours a day, seven
days a week, learn 'just in time' or 'just in case'.
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Whatever: For immediate access to the most current data, e-learning
brings regular on-line updates - flexible & cost-effective learning solutions.
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However: Comprehensive programmes delivered in low risk environments,
helping people to learn smarter, faster.
Whether a full course for self-study or as a 'just in time' tool for ongoing
performance support, e-learning can all be done in an individual's own
schedule. Individuals can brush up their skills in the office, at home on
their PC or on the train via a laptop. Says Lynda "Some learners pick
things up quickly, others not so. E-learning allows management and trainers
to better evaluate and monitor progress. It's all about delivering education
with maximum efficiency - thus avoiding many staff and key individuals being
away from the office for days on end with all the exhausting expenses. The
prize is that organisations are not just saving money but they are also
delivering a much improved and higher quality training that is tailored
one-to-one, and on a skills-base much more relevant to an individual's
needs. What's more, e-learning can be used for educational, social and
community benefits. The creation of local learning networks means the
ability to transform this training onto interactive platforms is also a major
plus across multi-agency partnerships and the public sector."
"Knowledge is gained by learning......and knowledge is powerful."
Lynda told her Video Arts audience that you never learn anything talking :
only through asking questions, listening, watching & more listening.
Managers, says Lynda, will admit quality service & customer relationship
management [CRM] are the key differentiates in a global economy & energetic
environment. However, LKT believes that it is 'learning' which is the
core component of competitive advantage through exchanging best value and
powerful practice. A common characteristic of charismatic companies is
their training budget and the speed with which they standardise training to
simultaneously feed the minds of all their staff wherever they are in the
world.
Learning 'just in time' or 'just in case' ; and wherever it is
most convenient. Hotels to hostelries, airlines to army, pubs to
post offices, building society branches to baggage handlers, call centre
carers to computer kids, executives to engineers, salesmen to scientists,
midwives to money marketeers, tanker drivers to travel agents, dealerships
to doctors, nurses to night shift workers, retail outlets to remote
roadside service stations, police to priests and so on. All who work
within these occupations & others will re-educate & refresh many times over
in their career, and learning will be their magical motivator to pride and
progress.
'Have a good plan, execute it violently,
do it today'
In all the organisations LKT has worked with, whilst learning is the basis
upon which life excels - "laughter" she says "is its leverage. A day
without laughter is a day wasted - and wherever I have travelled as a
trainer, from Namibia to Norway, Jordan to Johannesburg, Prague to Penzance,
Hong Kong to Holland, 'British' humour travels across all frontiers,
religions and multi cultural communities. However all excellent things
are as difficult as they are rare. That's why Video Arts have got e-learning
right. The classic Video Arts training way is to 'see it done wrong and
then see it done right' They know that training is a combination of
face-to-face sessions, competent coaching, munificent mentoring, and
open-minded online. They make learning entertaining and engaging, AND they
know that if content does not work offline it will never work online.
E-learning is evolution not revolution.
"Skills-based learning solutions worldwide and global beta
classrooms." 
As an international consultant Lynda King Taylor needs two important
ingredients wherever globally she works: time & re-assurance of
standardisation. On 'time' she says "I can be in a region such as
Africa or the Far East for only a week or two, yet I need to help managers
who work in remote locations to develop key management skills. This is often
impractical or impossible to do through away-days in the corporate classroom
without it seriously affecting the operating of that organisation in the
outback. I also require reassurance. The trouble with standards is
that there are so many to choose from. What if my delegates basic knowledge
of CRM or indeed any service subject is at variance with one another's
level? This can be punitive on pupil, traumatic on tutor. I must be
certain I have standardised training that travels."
Lynda's answer is ' Webucation ' and interactive e-learning.
An example she cites is the Middle East which is looking more to Europe
rather than the USA for its current teaching and training tools. On her
recent tour in the Emirates, working in a multi ethnic environment, Lynda's
seminars - thanks she adds to Video Arts - were percolated with the potency
of learning and laughter. The audience, Lynda says, "were the conduit
to the common purpose of gaining competitive edge through customer
relationshiop management [CRM]. Employees attended from rural communities
across the region and were able to gain groundings in CRM and management
skills in a classroom in Dubai. They were fortunate.
They were of a
similar standard of consistency in customer care, product prowess,
international intellect and intuition - due to a strict selection process
including pre-tests to establish current CRM knowledge level. I was
assured through screening that the level of delegate experience would equal
my drumbeat of dialogue and debate. My sponsors, TNT, Toyota and Emirates,
undertook my requests to ensure that delegates had been introduced to
standardised experience and effect - 'just-in-time' learning prior to my
arrival. Video Arts new generation of e-learning programs such as
'Demanding customers' 'Who sold you this, then?' are superb in streamlining
and strengthening this scenario. It is not enough to have a good mind, the
main thing is to use it as well - and long after I have left the scene!
"E-learning harnesses personnel development and diligence."
As a result of her Emirates tour, LKT left behind training material that
online enables her to monitor and evaluate her past delegates' progress.
Across the globe she has been able almost one-to-one to survey her students
and monitor her managers, observing them becoming more innovative and
inspirational in their customer service styles and strategies.
"Do not be restricted by today's limitations - rather be stimulated by
tomorrows possibilities."
Another area Lynda has been working within is sharing best practice & value
across the UK public/private sectors. Take as an example the UK Police
Service and sharing best practice with the UK's National Health Service
[NHS]. Says LKT, "Yes, we have been able to collect 15 Chief
Executives of NHS Trusts and exchange knowledge with their equivalents in the
police service. These are busy individuals and time out in the classroom is
precious.
So much to share. Whilst listening to others brings rich reward ,
it is vital this is spread across both the NHS and the police service. Many
of their staffs are shift workers and are disconnected from senior management
trends, transitions and thinking due either to time,demands or location
constraints. Interactive involvement has been a boon and bonus.
Constables, sergeants, inspectors, ward sisters, dialysis managers,
forensics, A&E nurses, porters, back room 999 call centres, etc are all able
to leap a learning curve - simultaneously and standardised."
For LKT, the combination of classroom and CD Rom, work book and web site,
interactivity and inter-operability, has allowed best practice and best value
to reach many service delivery levels across the UK with speed, style and
success. Internal training for employees, external customers and
partnerships have all been party to improved community relations, best value
and practice, plus improved service delivery. For example Lynda cites that
statutorily, under the UK's Crime & Disorder Act, police must work together
with external 'partners' - Local Councils, Health Trusts, Probation
Service, community etc. - to reduce crime.
She mentions that "Recently in
the City of Westminster, London, we have won an accolade from Her Majesty's
Inspectorate of Constabulary [HMIC] for our working practices in reducing
crime & disorder across the Borough. We could never have achieved a
better understanding of our multitude of demands and duties without learning
and training. Given the various 'partnerships' accessibility, we have
relied on e-learning delivery to share common purpose and priority - - and
it has been a vehicle that is both flexible and cost-effective. Early
days, but within the public sector we are doomed if we do not try to access
improved service delivery, customer/staff relations and other management
skills to as many staffs - external and internal customers - as possible.
Interestingly, our experience of police/community partnerships, cited as
'innovative' and 'visionary' in the HMIC report, is now being sought by
European police forces, from Lyons to Leipzig."
E-learning will play a major
role in this training endeavour across east and west Europe and elsewhere -
especially when it is not always possible to take what few police we have off
the London streets, or nurses from wards, and share their skills personally
with colleagues in a classroom overseas. "That is why we must blend
traditional learning wiith e-learning. Latter is an ideal complement to the
former , and is our only means available to meet the explosive growth in
cultural change and corporate learning requirements."
"This is evolution not revolution..."
As Lynda King Taylor says "Managing and delivering rich learning content
increases any organisation's bottom line and provides a future knowledge
economy essential for global competitive advantage. General MacArthur's
advice of 'have a good plan, execute it violently, do it today' is absolute
for customer service relationship management, increasing brand value and
employee worth. Too many organisations have got arrogant, breeding a
complacency that cultivates customer & community contempt. Many blue chip
corporations took their eye of the ball and lost possession, with fewer
customers crossing their thresholds. Losing loyalty and market share -
because they higher they went the dumber they got."
If you look at success stories today, they are says Lynda "those exciting
and energetic organisations who virtually and vivaciously vibrate.Their
investment in staff training is a prowess and priority, one that profits not
just competitiveness but their customer compatibility. To share information
wherever, whenever, forever across time zones is a confident and competent
global advantage."
LKT recall s a previous client, Texaco. Their upstream
oil operations distributed data to downstream petrol forecourts and call
centres allowing immediate access to on-line updates and knowledge that kept
them ahead of their competitors, and allowed them to give better customer
service.
" To have got all the assorted staffs together would have not
only been costly but a geographical gridlock. Only recently some top 100
companies and public sector organisations have had to get messages across
the globe to all staffs with immediacy - mainly as a result of that
complacency mentioned earlier but also responding to press attacks and media
alerts on their ethical responsibility - or lack of it. Whether the
message is refreshment or reinforcement, it has been essential to get all
their managers in remote environments to better develop their key customer
skills - and as quickly as possible when the shit has hit the fan and
corporate reputation requires resolute restoration."
There is no doubt that as far as Lynda and Video Arts are concerned
e-learning:
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adds to global advantage
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has an important influence in customer
relationships
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is a major contributor to sharing best practice
and value
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is an integral part of the training mix in any
organisation striving for E-xcellence
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for improving brand loyalty and worth, service
competence & delivery, winning advantage
As Lynda said at the Video Arts launch, "Listening & learning not only
helps us to get in front it makes us stay in front. Our success today
merely sets the benchmark for everyone else. Real success is doing a
thousand little things better. That is why sharing best practice across the
globe is a joyful journey - blending what's new with what works. Remember
though, e-learning success is just that - a journey - never a destination!"
Want to discover more about E-learning?
Contact Lynda King Taylor for more information e-mail: lktlondon@aol.com
or by calling +44 [0]20 7262
1531 or via fax on +44 [0] 20 7706 1551.
Or view Video Arts E-learning website at www.videoarts.com
See more on LKT CRM
Note client feedback page or hit the home page
for more information on Lynda's work eg in Emirates or with the UK police
service.
© Copyright Lynda King Taylor
2006-2009 & Video Arts 2001
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