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assessment
route
Guidance
Notes
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From
the unit specification:
Outcome
2
An
induction plan should be developed which addresses the needs of
the learners involved and ensures that:
- a
rapport is established with the learner
-
the learner is familiar with the tools and the support facilities
-
expectations for the learner and provider of online support
are clear ie targets, parameters for support
-
communication links are established - this should include alternatives
e.g. email and postal addresses.
Support
systems should be designed to ensure that regular contact is maintained
- this will involve contact being initiated by the learner and
the provider of online support. As well as planned and scheduled
contact times, the systems should take account of unscheduled
contacts and approaches for recognising and responding to individual
needs or problems.
The
content of communication must provide appropriate guidance and
advice for learners and should assist their learning. Communication
can also be used to monitor and evaluate the learning experience.
The style of communication used online is also vital to maintain
motivation and participation. Practice will be required in wording
emails and other forms of communication to ensure that the tone
is supportive and unambiguous and that feedback is clear and constructive.
The pace and level of communication is also important and the
importance of etiquette should be discussed.
It
is important that the learners' performance and progress is monitored
and recorded in an effective way. This may involve an existing
organisation system or the tutor/trainer/mentor's own system.
Outcome
3
One
of key skills required for providing online support is the ability
to manage the communication and information flow. Key issues to
be considered include:
- ensuring
and encouraging participation from all learners
-
ensuring that contact is maintained, that emails and other forms
of communication are acknowledged and that the timing and speed
of response is appropriate
-
handling and organising information efficiently e.g. maintaining
folders, organising multiple emails
-
using time management techniques for learners and providers
of online support
-
using communication methods effectively e.g. emails and group
discussion (threaded discussion, text-based conferencing, chat
sessions), video conferencing.
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