Microlearning is employed to encourage frontline employees to utilize a powerful negotiation tool.
For auto accidents with minor injury claims, the speed of settlement has a substantial impact on operating costs. However, auto adjusters can be shy to settle these claims because the personal nature of an injury claim is quite different from the well-defined path to resolving vehicle damage.
One tool provided to auto adjusters is the open-ended release. It allows settlement of a minor injury claim for a fixed amount while offering the flexibility and assurance by agreeing to pay the injured party an additional sum if they need to seek future medical care.
I worked with our Claims Leadership staff to identify 2 key learning objectives: the rationale for using an open-ended release and the operating guidelines. As our adjusters are often referring to materials with a customer on the phone, Claims asked that any reference materials streamlined and accessible with a single click.
The solution was a microlearning course that serves both as a training aid and a quick reference guide. Learners are greeted with a brief real-world scenario followed by the operating guidelines. The course wraps up with formative assessment offering learners feedback about correct application of the operating guidelines.
The lesson offers our learners considerable flexibility. It can be launched from our LMS as part of our course on settlements. It can also be launched directly from the learner's browser or mobile device to service as a reference.
The course was authored with 7Taps. The video portions were created in minutes using the generative AI function which concurrently generated closed captions. Once scripted, this course took less than an hour to publish.
Copyright © 2023 Andrew Poso - Instructional Designer - All Rights Reserved.
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