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This is a workforce training module for Mayo Clinic (Education Shield), designed with the following outcomes in mind:
- Apply strategies of empathic listening.
- Validate the experiences of visitors and students.
- Practice effective communication.
Problem, Solution, and Result
- Identified problems: A lack of awareness around providing services internally and a shared understanding of how to work with internal ‘clients’ was creating miscommunication and strife.
- Solution: Create a module which elevates the facets of “good service” as skills, such as deep and empathic listening, ways to clarify communication, and how to engage with empathy for better relationships and performance.
- Result: An observable shift in attitude an increase in cross-department collaboration within the Education Shield.
Specific Design Elements & Rationale
Backward Design
Began process with determining the ultimate goals, and developed a curriculum including course and lesson outcomes.
Affective and Cognitive Domains
Given the goals and the content, I structure the learning to activate the affective and cognitive domains through a blend of authoritative evidence-based content, and scenario based or situational examples.
Focus on Transfer
Because the skill involved is one that is developed over time, I emphasized application over recall in the content and subsequent knowledge checks. This helps the learner use what they learned in novel situations.