評鑑結果發現透過練習案例的呈現，使學習者可以思考電話約訪時會遇見不同拒絕狀況及回應拒絕理由時應該如何應付，以便學習處理拒絕狀況的技巧並做好心理備。 Making phone appointments is one of the skills for an insurance agent who needs time practicing to build up his/her experience. Owing to the advanced computer technology, the application of simulation on practicing sales skills has become an efficient teaching method. The main purpose of this research is to design an online courseware which is suitable for the case company to use as web-based training material compliable to the current course. The instruction is based on the standardized procedure for making an appointment to simulate the possible barriers and refusal situations according to different types of prospects. The course uses situational simulation as a method in hopes of learners’ enhancing their skills via different simulated phone call scenarios. The reason to adopt simulation is because it facilitates learners to transfer what they’ve learnt to the real world. To emulate a similar, actual working environment or situation, it allows learners to get a chance to practice the knowledge and skills learnt from class through the online course. The course provides learners the opportunity to practice repeatedly, and learners don’t have to worry about making mistakes and improving their skills at the same time.
Our research approach is accordance with ADDIE of Instructional System Design, following the steps of analysis, design, development and formative assessment. In the analysis stage, based on literature review and in-depth interviews, the leaning contents and skills are assorted. To have an understanding of the traditional class, I realize the purpose ofthe curriculum is to have the novice insurance agents to gain a basic knowledge concept. Therefore, for strengthening the learners’knowledge and skills about telephone skills, we designed and developed eight different situational cases, based on the standard procedure of making a phone call appointment in which adding in different barriers and refusals. In the end, we revised the courseware according to the assessments of experts and users.
The results of the assessments found out that the practice with different cases helped the learners predict what they might encounter and how they should respond, and also get prepared mentally.