Before moving on to the country, I co-owned and managed a small preschool with my husband. The school’s clientele targeted the A and B market, and with this came high expectations and demands from the school. Aside from providing excellent education, we also wanted to establish good customer relations. As a school owner/administrator, I attended a formal training for Excellent Customer Service, given by HR managers. As a school director, I was tasked to echo and trickle down information to my employees and staff. The informal training kicked in as I had to draw up goals applicable to the preschool setting, and specific to staff roles. Rather than just presenting PowerPoint slides and plain discussion, employees were asked to role play how to respond to certain scenarios or situations applying the strategies in customer service that were relayed to them. Based on one of the assumptions of Androgogy on Orientation to Learning,this exercise was successful because each member of the institution learned in a task-oriented manner, and gained knowledge that is something of immediate use and value to them. Applying also one of the four Principles of Andragogy that learning activities are based on experience, it is important to zero in on what is relevant and what would create the highest impact and most value to the learner’s personal life. Whatever skills set or learning can then be immediately applied to their current job.

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References:

Pappas, C. (2013, May 9). The Adult Learning Theory - Andragogy - of Malcolm Knowles. Retrieved August 04, 2017, from https://elearningindustry.com/the-adult-learning-theory-andragogy-of-malcolm-knowles)

National Institute for Staff and Organizational Development. (2007, February 9). 30 THINGS WE KNOW FOR SURE ABOUT ADULT LEARNING, from http://www.muskegoncc.edu/Include/CTL%20DOCS/XXIX_No4.pdf