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SMC, Inc. Problem Solving on Your Feet Prototype

SMC, Inc. Problem Solving on Your Feet Prototype. EDIT 705 MONU HARNAL, CARL HAYES, SHANNON STRASSNER JULY 23, 2008. 1. How to Deal with Difficult People. 2. Tonight’s Agenda. 3. About SMC, Inc. Background of the Case The Instructional Approach Questions. Background of the Case. 4.

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SMC, Inc. Problem Solving on Your Feet Prototype

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  1. SMC, Inc. Problem Solving on Your FeetPrototype EDIT 705 MONU HARNAL, CARL HAYES, SHANNON STRASSNER JULY 23, 2008 1

  2. How to Deal with Difficult People 2

  3. Tonight’s Agenda 3 • About SMC, Inc. • Background of the Case • The Instructional Approach • Questions

  4. Background of the Case 4 • Corporate University hired SMC, Inc. • Who are the stakeholders? • Who are the learners? • About certification program • Problem that needs to be remedied • Goal Statement

  5. Problem Solving on Your Feet 5

  6. Instructional Approach 6 • Web-Based Video Layout • Prior to the four face-to-face days of instruction students complete web-based training • Students watch various problem scenarios • Students match problem behaviors to a list of corresponding examples of those behaviors

  7. Instructional Approach 7 • Facilitated Discussion • Problem scenarios viewed on web-based video • Students list problems that arise while facilitating training sessions • Students share their own experiences dealing with difficult people/situations

  8. The Many Faces of Difficult People 8

  9. Instructional Approach 9 • 4-Step Problem Solving Model • Instructor presents the model • Facilitates a class exercise • Presents a problem scenario and walks the students through it using the 4-Step Problem Solving Model

  10. 4-Step Problem Solving Model 10

  11. Instructional Approach 11 • Small Group Exercise • Students work in groups to solve a problem scenario using the 4-Step Problem Solving Model • Each group presents resolution of the problem

  12. Instructional Approach 12 • Individual Student Presentations • Each student demonstrates how to respond to a problem during individual presentations • Each student is videotaped during his/her presentation for self observation

  13. Instructional Approach 13 • Feedback • Peer Feedback • Instructor Feedback • Self Assessment of Video

  14. Instructional Approach 14 • Student Evaluations • Provide job aids, articles and book

  15. - Dealing with Difficult People -Before 15

  16. - Dealing with Difficult People - After 16

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