Adding Value with e-Learning

In a recent article, we looked at different learning styles and explored how there is no one-size-fits-all solution as individual preferences vary. The same is true of e-learning delivery. 

You may think that e-learning or online learning is all much the same. Not necessarily.

E-learning can be delivered in many ways, depending on the aims and objectives of the training. Delivery options include slideshows, videos, animations, quizzes, games, podcasts and reading material. The content may be ‘bitesize’ – useful for a quick refresher of a topic – or part of a lengthier pathway. Rewards, such as certificates and online badges, can be issued to incentivise learners and provide evidence of their achievements.

Scenarios – What are the benefits?

E-learning does not have to be a passive experience. It can be designed to tell a story or present a problem for the learner to engage with and solve. Such approaches, known as scenarios or case studies, replicate a realistic situation which learners can navigate through by choosing different options – as they would in real life – and getting feedback on what they did wrong or right. This gives learners experience of challenging situations, but in a safe environment, away from actual customers, where they can learn from any mistakes they make.

This approach is particularly useful for more complex topics, such as the fair treatment of vulnerable customers, recognising a Conduct Rules breach and dealing with difficult customers. The interactive scenario approach encourages the learner to engage with the topic, rather than just reading the rules and regulation which they may struggle to relate to.

Blended Learning

The last two years have demonstrated the value of online learning, with lockdowns preventing classroom based and face-to-face training from going ahead. Learning online has many benefits, saving businesses time and money on travel costs and expenses by allowing staff to learn remotely and at a time that’s convenient for them.

E-learning need not standalone – as restrictions have eased and face-to-face training can recommence, online learning can be used to complement this as part of a blended approach. For example, e-learning may provide businesses with easy access to a wealth of business and soft skills training which they otherwise might not have considered.  

Such skills are likely to prove invaluable alongside technical insurance knowledge. The FCA’s upcoming Consumer Duty requires firms to focus on consumer outcomes, putting the customer’s interests at the heart of their activities. To do this, they will need to ensure they have sufficient understanding of customer behaviour and take account of behavioural biases. Firms should also consider their communications with customers, customer service delivery, understanding customer needs, and promoting and embedding diversity and inclusion. There are many areas in which staff should be trained, and e-learning provides a solution where such content can be accessed easily, on-the-go and in one place.

If you’re not already signed up to the system, see what e-learning can do for your firm and visit: for a free 14-day trial of the Aviva Development Zone.

About the author

Lisa joined RWA in 2014 as an e-Learning Assistant and now heads up RWA’s Design and Content Team. Her role as Head of Content and Communications involves managing content creation and curation on the Aviva Development Zone platform and serving as editor of RWA Insight.

Lisa has diverse creative and technical writing experience. She holds a first class honours degree in English and Creative Writing from Swansea University and graduated from Cardiff Metropolitan University with a Distinction in Creative Writing in 2016.

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