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    題名: 新進壽險顧問「電話約訪」模擬教材之設計與開發
    其他題名: The design and development of "telephone appointments making"simulation courseware for novice insurance agents
    作者: 王孟潔;Wang, Mengjie
    貢獻者: 淡江大學教育科技學系碩士在職專班
    黃雅萍;Huang, Ya-ping
    關鍵詞: 電話約訪;教育訓練;情境式模擬教材;網路輔助訓練;Telephone Skills;Education training;situational simulation;Web-Based
    日期: 2009
    上傳時間: 2010-01-11 00:34:08 (UTC+8)
    摘要: 電話約訪係指業務人員之銷售行為之一,向來被視為是需要透過實際操作來累積經驗的一種過程。由於電腦技術的成熟,運用模擬之教學策略來學習銷售技能也漸漸成為一種有效的方式。本研究之主要目的是能夠設計一套適用個案公司使用的之線上電話約訪課程,主要是搭配個案公司實體課而設計之網路訓練輔助教材,按照約訪程序之架構,模擬設計不同客戶對象及其可能阻礙和拒絕狀況。本研究利用情境模擬之原理原則來設計此課程,希望幫助學習者透過模擬實際打電話之情境,以情境案例演練的方式來增強業務人員之電話約訪技巧。採用模擬的主要原因是模擬有助於將學習者將所要學習的工作任務能夠遷移至真實世界,模擬一個類似的實際工作環境或情境,讓學習者能將實體課程所學之知識和技巧利用線上模擬課程進行練習,在所提供的不同情境中進行反覆練習以精熟技巧並做到學習遷移。

    教材之設計遵循系統化教學之ADDIE設計理念,在分析階段中進行網路化訓練的文獻、現有資料和深度訪談內容進行整理和歸納電話約訪之學習重點和技巧。並實際觀看實體課程以對課程進行了解,其課程之主要目的是在於給予學員對壽險業務人員之有知識概念,因此為加強學員對電話約訪的知識與技能,以電話約訪程序為概念學習之主軸,設計和發展八個不同的情境案例,其中加入各種不同拒絕與阻礙。最後根據教學專家、內容專家和使用者評鑑的結果修正本教材。

    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.
    顯示於類別:[教育科技學系暨研究所] 學位論文

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