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e-Learning in a New Era: Time, Money and Flexibility

​e-Learning in a new era: Time, Money and Flexibility

​​e-Learning is dynamic in its ability to provide education easily, and in so doing, bypasses a lot of physical and financial barriers which inhibit learners and potential learners from accessing quality education.

- ​​​​​Excerpt -

Current international developments are moving the world of business into uncharted territories in ways that are unprecedented in the modern era. At this point, it is easy to say that we have never been here before. As such, the need to be able to accurately predict the market is greater than it has ever been before. Nowhere is this more important than in the realm of education. The excess of factors associated with this sphere has just been added to by elements that bring with them several unknowns.


Presently, many of us are working from home. What this means for production still needs to be seen. In a way, it can be seen as a trial run for various mobile/electronic-based models of doing business and opens the dialogue for more flexible time management for businesses as well as employees. In the educational sphere, it is already established. Studying from home (or anywhere outside the classroom) is a dynamic that exists on an international level, and is particularly successful in many areas.


With the lockdown being experienced globally, there is no better time to do an online course and use this time constructively. There are various online courses available, which can help to further skills and knowledge.


The benefits of e-Learning are apparent not just for learners/students, but also for educational institutions that provide the service. An important factor that is addressed is the factor of time management. Students no longer need to be in a specific place at a specific time. Uploaded lectures can be watched at any point in time. The convenience of this cannot be overstated. Many people work 9-5 jobs that don't allow them the time to attend to traditional educational advancement. e-Learning provides people with educational access outside of traditional working hours. This flexibility not only benefits the learner, but also creates resilience from an economic perspective, and is thus beneficial for the educational provider.


Unlike traditional methods of education, once the lecture is uploaded, it stays uploaded. It doesn't simply exist in the past. Learners can therefore not only access the lecture at any point in time, but they can also watch the lecture as many times as they like, with the ability to skip through parts they already understand and pay more careful attention to the parts with which they struggle.


Another important benefit is the cost-effectiveness of e-Learning for both the learner as well as the education provider. For the provider, there is no need for large venues to be maintained, and costs involved in looking after learners' physical needs are also mitigated. For learners, the costs of accommodation, travel, and learning materials such as textbooks, are reduced, or in many circumstances, completely erased.


The main takeaway from the above points is that e-Learning is dynamic in its ability to provide education easily, and in so doing, bypasses a lot of physical and financial barriers which inhibit learners and potential learners from accessing quality education.


The main key to addressing the factors of 'time' and 'money' for both learners and educational institutions is flexibility. In a new age of uncertainty as well as technological development, inflexible dynamics will perish, while those that can adapt stand the greatest chance of thriving.


Skills development in an online space, which is interactive and allows for skills practice through activities is a versatile way to replicate the classroom experience. Our online learning platform,
Omni Stack hosts a variety of online skills development solutions.


Take a moment to consider how you will set yourself apart, by taking charge of your learning by going online today and visiting our
website!

Contributor: Greg Beyer
Researcher at Omni Academy for Education, Training and Development


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Perceptions of being a contractor in the ETD field

​Perceptions of being a contractor in the ETD field

​Perceptions of being a contractor in the ETD field

​Perceptions of being a contractor in the ETD field

​79,41% claimed they would be willing to continue in the field even if there were no opportunities for full-time employment.

- ​​​Moldenhauer, L., Londt, C., and le Grange, J. (2018) -

Working in the field of Education, Training and Development as a practitioner has many notable challenges. One of these factors is the dynamic of working on a contract basis.  For many industry employers, the position of the ETD practitioner is often not one in which they feel comfortable offering permanent positions.

In research surveys conducted by
Omni HR Consulting focus was put onto “Understanding the perceptions and expectations of Education, Training and Development Practitioners in South Africa”.

Questions asked related to perceptions of contract employment in lieu of more permanent agreements.  A total of 68 participating respondents, resulted in the following insights and findings:

  • 52,94% indicated that it is an exclusively contractual-based role
  • 38,24% believed that it is a contractual-based role with the possibility of full-time work.

​This shows that the perception from the perspective of the employees is one which is noticeably skewed in favour of transience rather than permanence. A possible result of this figure is one that involves the competitive nature of the industry. Responding to perceptions of competitiveness:

  • ​42,64% found the industry to be highly competitive
  • 27,94% found it to be competitive
  • 14,71% said it was partially competitive; and
  • only2,94% claimed it was not competitive at all

​What was highly encouraging is that:

  • ​97,06% indicated that they were passionate about ETD
  • 79,41% claimed they would be willing to continue in the field even if there were no opportunities for full-time employment.

​Lack of job security in this regard is probably seen as something that is a given and accepted by those who wish to enter the field. The statistics indicate that this dynamic does little to deter those already in the field.

  • ​93,65% of respondents claimed they were satisfied to be an ETD practitioner in South Africa
  • 6,35% indicated that they were not satisfied.

​Being an ETD practitioner in South Africa is not something that exists in a vacuum. There are external factors that affect everything in context. As such, a close eye needs to be kept on the role itself, as well as factors that influence the field including influences on employees, employers and clients.

Contributor: Greg Beyer
Researcher at Omni Academy for Education, Training and Development

Reference:
Moldenhauer, L., Londt, C., and le Grange, J. (2018). Education, Training and Development Practitioners and the Entrepreneurship Model in Outcomes Based Adult Education in South Africa. Presented at 6th International Conference on Innovation and Entrepreneurship 2018 (ICIE18) Washington.


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Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …

Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…

Contact Centre Management: A Scarce and Critical skill

Contact Centre Management

CONTACT CENTRE MANAGEMENT: A SCARCE AND CRITICAL SKILL

Author: Roshni Cornelius – Contact Centre Programme Manager – Omni HR Consulting


Innovation and disruptions are constantly changing the goal post in the Contact Center industry and keeping abreast with the skills needed, becomes a skill on its own. It is therefore important that Education and Training progress and transition as needed in an evolving environment.

Redundancy is not an option!

Skills development has been identified by various bodies and opinion polls as lacking in the current workforce.

Volatility within the industry

Artificial Intelligence (AI) is a major contributor to the volatility within the Global Business Sector to the point that the critical skills list of South Africa is under review.
Carol Paton for Business Live (New critical skills list for SA expected in 2020; June 2019) has reported that “among the major changes is that the category of corporate general manager has been excised — an omission that has raised concern among business organizations”. Yet BPESA has identified this to remain a critical skill and has included Contact Center Management in the GBS “Future Skills Framework”.

People who call into a CC will be assisted by AI which evolves and adapts with human interaction and their inquiries. It will pick up trends and patterns of behaviour and will adjust accordingly. However, a consumer still has a need for human interaction at an emotional level. EQ remains a pivotal functional skill of management at any level. Hence the importance of “redefining the skills that set us apart from automation”.

No Industry is Safe from Artificial Intelligence!

AI will encourage efficiency and the optimal use of emerging technology; however, it lacks the empathy required when dealing with customers and the complexities of employee well-being. Trust is a huge contributor to customer experience and satisfaction and although their needs of proficiency and accuracy can be met by AI, the human factor should not be undermined.

Contact Center Management as a qualification

Contact Center Management has been deemed a scarce and critical skill within the contact centre industry. Yet not may training providers offer accredited training for it. Omni is the disruptor within this industry through their forward-thinking approach in the design and development of this program in line with Workforce 2030 Skills. They have ensured that additional complex skills needed in CC’s are developed and higher levels of thinking is initiated through workplace assessment and practice.

This qualification is ideally suited to satisfy the current and future needs of CC’s. Omni has redefined the skills needed for 2030 that will allow Contact Center Professionals to navigate artificial intelligence and still maintain the human factor that is needed to cement trust in the contact centre.

The table below lists the 2030 skills required, matched with the SAQA unit standards of the current National Diploma: Contact Center Management. I do believe that through OMNI’s delivery methods, workplace activities and assessment strategy, they are already gearing leaders in the Contact Center towards the 2030 Workforce

Conclusion

AI is disrupting and will continue to challenge contact centres, much like mobile phones disrupted Kodak in photography and Netflix disrupted Box Office in the way we watch movies. Technology will always be prevalent in any progressive environment. So will complex functioning skills such as cognitive flexibility, creativity, collaborative management, decision making, critical and computational thinking and service orientation (with a focus on trusting relationships).

Despite the fear that Management as a skill might be dropped from the critical skills list as gazetted in 2014, I do believe that Contact Center Management is a progressive skill that will still be needed in the contact centre workforce for years to come.

References

https://www.businesslive.co.za/bd/national/2019-07-31-new-critical-skills-list-for-sa-expected-in-2020/
http://www.dha.gov.za/images/immigration_critical_skills.pdf
https://www.talent360.co.za/article/skills-development-in-south-africa/


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Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

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The ACORN Approach to Leadership in the Fourth Industrial Revolution

THE ACORN APPROACH TO LEADERSHIP IN THE FOURTH INDUSTRIAL REVOLUTION

The Fourth Industrial Revolution is looming, truth be told it’s already here, and it would be time well spent if you decided how you were going to approach this as a leader of people.

The Fourth Industrial Revolution, digital transformation, AI and the future workforce have become topical issues. Leaders are preparing themselves for what the next few years will hold and are looking at what will be required to remain relevant in this fast-changing world. They have realised that digital transformation is here, being agile is the new norm, change is fast, decision making faster and upskilling is imperative for future success. There are so many uncertainties, and the practicality of it all has been slow to emerge.

There are however two indisputable certainties; the Fourth Industrial Revolution is here and so is the continued requirement to successfully lead a breathing, feeling and thinking workforce.

The leadership approach we choose to follow needs to acknowledge that we will require a different way of approaching how organisations and their people do business and that people are apprehensive and wary of that which they do not know and do not understand. The workforce of 2020 will not be the workforce of 2030, both in terms of new entrants and the impact of change on the workforce.

Taking these changes into account, we still need to ensure that we keep the approach simple, adaptable to any environment, easy to understand and that it conveys a language that speaks to both the logical and analytical as well as the expressive and thoughtful. It must appeal to all, and more importantly, it must be practical and easy to implement.

The ACORN Leadership Approach or ACORN is a simple approach, which is easy to remember and linked to an analogy that paints a clear picture.

The proverb “from little acorns come mighty oaks” rings true with ACORN. Every revolution has brought about the kind of change that its predecessor could never have imagined. The same can be said for the acorn. When seen laying around, who could imagine that it, when planted, grows into a sapling and then a giant oak tree that stands for hundreds of years? Once the oak tree is felled or reaches the end of its life, its fallen acorns continue to grow into new oak trees, and so the cycle continues.

ACORN is an acronym with words that appeal to both left and right brained dominants. The focus is not on artificial intelligence, big data, cyberspace or robots; instead, it is about the people.

Activate team members, get them thinking, and EnAble them. Create opportunities to share changes that can be expected and educate on new technology and thought processes. Allow and encourage discussions and question asking. The culture of your organisation should be one where people are enabled to think and own their thinking, to ask questions and to offer ideas. This will allow the workforce to think quickly and move swiftly once they are switched on. They will be agile.

Create an environment of collaboration with a shared purpose. Break down the silos and encourage and nurture the sharing and combining of skills. Greater creativity allows for new ideas and concepts; it allows for innovation.  Collaboration helps make decisions faster, and in real time, the role players are all present with a shared purpose and clarity of direction. Creativity will come from the diverse role players, arts and accounts will meet. While it must be acknowledged that it will be difficult at times, ultimately the rewards reaped will far outweigh the initial setbacks.

A conductor orchestrates. The orchestra is only as good as its conductor and the orchestra members conducted. They cannot play alone, and they cannot be out of sync. They must be in harmony. There are individual expertise and levels of skill in an orchestra, similar to an organisation, and each member is clear on their role. Within their role, they can make decisions and adjust their playing based on the roles of the members around them. Be clear on the role of the members within the organisation, be clear on the rules of engagement and the process but be clearer on the shared purpose and goal.

Review and re-invention are the only alternatives in an environment with rapid and ongoing change. Feedback loops need to be in place, allowing team members autonomy to review, reinvent and implement change within a collaborative decision-making framework.  Encourage team members to learn, unlearn and re-learn to remain relevant and competitive.

Navigate the constant change, nurture team members and make sure they understand the “rules of how”, and not only the tick boxes required to make short term changes. Change must be sustainable, and one must navigate for success. The future workforce will need an environment that nurtures team members. An environment that actually cares and acknowledges that “we’re all in it together,” will create conditions that allow for growth and upskilling, yielding a purpose-driven team.

ACORN is both practical and operational and can be implemented in any environment, with add-ons to suit organisational needs. Each word within ACORN is interlinked and intertwined like the branches of the oak tree. The tree adapts to changing conditions, just as organisations do. Plant a little acorn, nurture it, and grow a mighty tree!

***

Author: Alison Boruchowitz

HR Executive – Omni HR Consulting


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Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …

Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…

Supplier Development – Getting the entire Organisation on board

Supplier Development – Getting the entire Organisation on board

SUPPLIER DEVELOPMENT – GETTING THE ENTIRE ORGANISATION ON BOARD

The Business Day in March 2018 hosted a Job Creation and Supplier Development breakfast in Johannesburg. Subsequently a mini-publication was developed, called “Beyond the Scorecard” where organisations/industry could contribute to the Thought Leadership section. A web-platform hosts profiles of participating organisations together with articles and thought leadership contribution pieces. Omni’s web-profile can be accessed on Business Essentials.

Download PDF


Related Posts

Having discovered our motivation (“Why”), and laid out core principles (“How”), we finally turn to “What” we do and how it translates into business success.

Most companies and people know “how” they do what they do. A carpenter knows how to sand wood. Similarly, a company knows how it sells its product. The “How” …

Personally, I do not believe that the traditional approach to training and development will support long-term future sustainability for either the Skills…

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