ITED 511
Fall 09
ITED 511
Fall 09
Assignment #3: Podcasting Lesson Plan
(1) Subject/Topic - Mortgage Servicing/5 major Fidelity screens
(2) Target audience - Wells Fargo Loss Mitigation employees
The training class will be made up of adult learners of all ethnicities, both genders, with
ages ranging 18 to 65 years old. This lesson takes place on week two of training, so the
trainees would have a basic understanding of the different types of mortgages and
repayment plans offered by Wells Fargo. Trainees would have spent at least 16 hours
out on the call center floor one on one with an experienced employee listening to typical
calls, observing, and practicing using Fidelity. Trainees would have spent the two days
prior to this lesson in the nesting room placing outbound and receiving inbound calls.
During which they would have practice analyzing, inputting, editing, and saving data into
Fidelity. They would also know the primary purposes and functions of each Fidelity
screen. Training is paid and attendance is mandatory. Passing a written and
performance test are required to be officially offered a position at Wells Fargo. The
podcasts created would become a 3rd essential evaluation necessary to pass in order to
keep their jobs.
(3) Learning environments - Computer lab and nesting room
Computer lab training room with a computer with Internet access, Audacity and Fidelity
software installed and headsets complete with microphone for each trainee. Trainer
would need computer, projector, and smart board. The nesting room is made up sound
barrier cubicles simulating the actual call center floor with capabilities to take and
receive calls in preview mode.
(4) Lesson length - 2 8hr training days during the second week of training
(5) Learning objectives
1. Understand and demonstrate correct procedure of how to develop, post, and utilize a
podcast.
2. Understand and demonstrate correct procedure of inputting, editing, and analyzing
data in Fidelity screens: DLQ1, LMTN, LMT1, LMT3, & Pl05.
(6) Teacher input/learning resources
The students will use employee manuals which have a collection of Fidelity screens
printed out with a defined description of the most commonly used elements. Trainer led
interactive lectures, whole group, and small group discussions. Previously recorded
calls and screens from old accounts will be incorporated into PowerPoint and podcasts
Created by Robyn Goodsell
ITED 511
Fall 09
presented by the trainer. In small groups trainees will utilize video/still cameras,
microphones, and editing software while creating podcasts.
As an introduction to explain how to generate podcasts the trainer will show the
following video - http://www.youtube.com/watch?v=-hrBbczS9I0
(7) Learning tasks/ activities
During the first week of training the instructor will use podcasts at least twice to teach
other loss mitigation concepts. The last three accounts accessed by each trainee in the
nesting room prior to this lesson will be recorded and rate on scale of 0 to 5.
1. Legally required element such as mini Miranda mandated by Fair Debt Collectors
act is excluded from oral conversation and/or notes on Fidelity
2. Trainee mumbles, hangs up, antagonizes client or misrepresents facts or
information of Fidelity
3. Explanations vague, incomplete or hard to understand, and/or account notations
that are on the wrong screen or just give partial descriptions
4. Length of call and/or notes in Fidelity too long or too short, question asked or
information given by customer that goes unaddressed
5. Polite, helpful with thorough documentation, but not going above and beyond to
check other screens and update information that is outdated
6. Spoke clearly in a friendly tone; all necessary screens accessed and updated
precise and concisely; established a relationship with client or deescalated
difficult situation
As an introduction the training class will watch YouTube instructional video on
podcasting. Trainer will create podcast of DLQ2 screen using laptop, projector, and
Smartboard as the class follows along on their individual computers.
Trainer will pass out evaluations from the nesting room calls. Trainer will lead whole
group discussion on ways to improve overall call ratings. Each trainee will write 2
inbound and 2 outbound calling scenarios they are not sure how to handle and hope to
be taught from the podcasts. Class will be evenly divided among the 5 Fidelity screens.
The list of questions generated will be displayed to help the small groups identify which
procedures to review in training manuals as they research their podcast data. Once the
group reaches a consensus on the correct procedures for the screen their podcast
teaches they will submit a written plan to the trainer.
After lunch break trainer will distribute corrected podcast plan with suggestions on ways
to improve accuracy, clarity, and/or interest of the data the group selected for their
podcast. The trainees will use their prior knowledge of Fidelity and work in small groups
to create and produce step by step instructional podcasts on how to use the following 5
major Fidelity software screens DLQ1, LMTN, LMT1, LMT3, or PL05. Trainer will
circulate to assist with uploading, technical problems, and answer questions as they
arise.
Created by Robyn Goodsell
ITED 511
Fall 09
On day two in the same collaborative small groups, trainees will present their podcasts
via smart board and complete a rubric to evaluate each podcast created by the training
class including the podcast their small group developed. The podcasts with a score of
(8) Assessment
The following rubric will be used by each group to evaluate the podcasts.
Trainees will access previously evaluated accounts and use knowledge of screens
gained from podcast to correct their data entry. Then the calls will be reevaluated by
trainees in a peer review. If discrepancies arise or score didn’t improve any further
corrections necessary will be discussed as a whole group and addressed individually on
a case by case basis during breaks.
Created by Robyn Goodsell
Created by Robyn Goodsell