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Malcolm Knowles adapted the theory of Andragogy, teaching strategies for adult learners, to adults learning in the s. Understanding these characteristics will help you inspire your agents to improve their skills, improve the quality of your training and improve the quality of your contact center. Agents will be more receptive and committed to training if they understand why it is important to the organization, their management, the customer and most importantly themselves. Providing the why as early as possible, such as when initially scheduling the training and then again at the beginning of the training, will help ensure your agents get the most out of the training. They need to be seen and treated as capable and self-directed. Providing agents the freedom to choose which skills to improve will ensure the highest level of attention.
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Characteristics of adult learners
Six Characteristics of Adult Learners - Intradiem
It is therefore important to be fully aware of the special characteristics of the adult learner. They have to know what they are learning, and why they are learning it. They would be most motivated when their learning is relevant to their interests, their work, family life, financial management, or to a specific objective they may have. These may be highly articulated, or held subconsciously, or anywhere in between. During the teaching of adults, a teacher may often need to challenge these preconceptions, and yet be sensitive to the values especially religious values they hold and cherish. A good teacher should make use of this self-image - sometimes by challenging it subtly - to promote the learning process.
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Six Characteristics of Adult Learners
When it comes to learning, adults are not over sized children. Maturity brings unique characteristics that affect how adults are motivated to learn. By appealing to the unique qualities of adult learners, we can design more effective and motivating online courses.
Malcolm Knowles, author of the book The Modern Practice of Adult Education , proposes four assumptions about adult learning that nurses should be familiar with. First, adults value self-direction. They view themselves as capable of making decisions, taking responsibility for the consequences of choices, and being able to manage their own lives.