We also noticed that the scribes had improved immensely on their ability to block distractions and ask for clarifications. After the program concluded, we conducted the assessment and saw significant improvements along the parameters of clarity, conciseness, comprehension and accuracy. RESULTS: The workshop streamlined the scribe workflow and had a positive impact on the quality of technical support that the team could provide customers. Verifiable results in the assessment after the workshop clearly showed the impact of our interventions. The first half of the program was focused entirely on listening skills, followed by writing skills, capturing critical information and understanding the value of the role of the scribe. An important aspect that also needed to be addressed was the perceived value of the scribe’s role.ĭesigning an Effective Workshop: Next, we designed a comprehensive program that addressed the challenges faced by the scribes. As we delved deeper, it became evident that the workflow needed overhauling. We created processes to track missing information during the process and to capture critical information. It became clear that the problem wasn’t that of skill building since advanced language competency wasn’t a requirement.Ĭlear Parameters for Change Assessment: Based on our experience, we designed an assessment centre where we used a real incident to test the scribes on the process. Our team member attempted to perform the scribe’s role. People shifted work to attend the next available training and the organization expanded the engagement with Traincraft to include more core competencies.Īnalysis & Diagnosis: Our process of understanding the requirement is rigorous and we began with a recording of a customer call. Furthermore, we had repeat attendees, and employees volunteered themselves for the training. The positive feedback we received from employees mentioned the practical aspects of the workshop, the sense of community created and the experience of attending the workshop. RESULTS: The results of this approach were soon evident. Interactive & Practical Exercises: The highly interactive and practical exercises in our sessions taught and communicated the competencies effectively. Our detailed interpretation of the frameworks and employees’ context ensured that our interventions were targeted and comprehensive. Targeted & Comprehensive Programs: We designed high impact programs that addressed each behavioural indicator linked to a competency.
Interpreting Frameworks & Testing Content: Our in-depth research & ideation process deconstructed each competency and interpreted them in the context of the specific organization, the roles of the participants as well as the challenges that they faced. THE TRAINCRAFT APPROACH: To ensure that the training was effective, enjoyable and potent, we relied on our own proprietary process.
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