MODULE

1 VIDEO & CLASS DISCUSSION Screen number M1L1S1

(module 1, lesson 1, screen 1)

Narration:
There is ABC insurance company

Animation: Notes: Female narrator projecting

a soft voice.
All the images and texts are flied into the screen

The screen is faded to the next.
Interaction:

Not applicable

1

MODULE 1 VIDEO & CLASS DISCUSSION Screen number M1L1S2
(module 1, lesson 1, screen 2)

Narration:
In customer service department
of ABC company, everyone is
busy in working.

Animation: Notes: Female narrator projecting

a soft voice.
All the texts in the screen fly in from right.;

the animate people are typing in front of computer; Next screen is zoomed in.
Interaction: not applicable


2



MODULE 1 VIDEO & CLASS DISCUSSION Screen number M1L1S3

(module 1, lesson 1, screen 3)

Narration:
Suddenly a customer visited and
the new staff comes to help him

Animation: Notes: Female narrator projecting
a soft voice.
All the texts on the screen slide in from the bottom.

Interaction:
Not applicable

3

MODULE 1 VIDEO & CLASS DISCUSSION Screen number M1L1S4
(module 1, lesson 1, screen 4)

Narration:
The customer is irritated and he
complains tons of problems.

Notes: Female narrator projecting

Animation: a surprising voice.

All the texts on the screen slide in from the right.

The object customer is in a very angry body language.

Interaction:

Not applicable

4

MODULE 1 VIDEO & CLASS DISCUSSION Screen number M1L1S5
(module 1, lesson 1, screen 5)

Narration:

The new staff Mary is pretty

scared and she says I dont know
what to do

Notes: Female narrator projecting

Animation: a frightened voice.
All the texts on the screen slide in from the right.
The object Mary is in a very terrified body language.
Interaction:
Not applicable

5

MODULE 1 VIDEO & CLASS DISCUSSION Screen number M1L1S6
(module 1, lesson 1, screen 6)

Narration:

Can you help Mary?

Notes: Female narrator projecting

Animation: a soft voice.

All the texts on the screen slide in from the right.

Next screen zooms in.

Interaction:
Group discussion should be organized after this screen.

6

MODULE 2 FACETIME WITH AN EXPERT Screen number M2L1S1
(module 2, lesson 1, screen 1)

Narration:
In facetime, we invite an experi-
enced expert who has lots of ex-
perience in dealing with demand
customers.

Notes:
Animation:
Internet connection should be
Not applicable checked before;
Interaction: Good question raiser will receive
During facetime, students are required to take notes and summarize the methods an active participant badge.
of dealing with customers from expert.
After facetime, students have ten minutes to ask question.

7

MODULE 3 VIDEO SUMMARY Screen number M3L1S1
(module 3, lesson 1, screen 1)

Narration:
In this video, 7 tips for handling
difficult customers are offered.

Notes: Internet connection should

Animation: be checked before.
All the texts in screen slide in from the right.
This screen zooms out.
The object man raises his hand to show tips.
Interaction:

Students are required to take notes

8

MODULE 3 VIDEO SUMMARY Screen number M3L1S2
(module 3, lesson 1, screen 2)

Narration:
Tip 1: listen patiently
- Just let customer complains
anything out
- It may help build trust, empa-
thy and rapport between staff
and customer

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji ear shows meaning of listen.

Screen swipes to the next.
Interaction:

Students are required to take notes.

9

MODULE 3 VIDEO SUMMARY Screen number M3L1S3
(module 3, lesson 1, screen 3)

Narration:
Tip 2: empathize
- Put yourself to customers
place and imagine the same
situation

- It can help you achieve further

goal

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji cry shows meaning of empathy.

Screen swipes to the next.
Interaction:

Students are required to take notes.

10

MODULE 3 VIDEO SUMMARY Screen number M3L1S4
(module 3, lesson 1, screen 4)

Narration:
Tip 3: lower the voice and slow
down speech
- Lower your voice but be quiet
and alert any problems

- It can help customer to be re-

laxed

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji speaking shows the way how to communicate.

Screen fan down to the next.
Interaction:

Students are required to take notes.

11

MODULE 3 VIDEO SUMMARY Screen number M3L1S5
(module 3, lesson 1, screen 5)

Narration:
Tip 4: imagine an audience
- Imagine someone else is
watching you
- It can help you keep a calm
and clear mind

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji eyes shows meaning of watching.

Screen spiralz to the next.
Interaction:

Students are required to take notes.

12

MODULE 3 VIDEO SUMMARY Screen number M3L1S6
(module 3, lesson 1, screen 6)

Narration:
Tip 5: accept
- Accept whatever customer
says and complains
- It can help get point easier

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji OK shows meaning of accept.

Next screen slices horizontal.
Interaction:

Students are required to take notes.

13

MODULE 3 VIDEO SUMMARY Screen number M3L1S7
(module 3, lesson 1, screen 7)

Narration:
Tip 6: respect
- Respect customer, and he will
return it back to you.

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji hand shake shows meaning of respect.

Screen fans up to the next.
Interaction:

Students are required to take notes.

14

MODULE 3 VIDEO SUMMARY Screen number M3L1S8
(module 3, lesson 1, screen 8)

Narration:
Tip 7: negotiation and solution
- Negotiate with customer

- Help to figure out possible so-

lution

Notes: Internet connection should

Animation: be checked before.
All texts in the screen slide in from the right

The emoji thinking shows meaning of solution.

Screen fans down to the next.
Interaction:

Students are required to take notes.

15

MODULE 3 VIDEO SUMMARY Screen number M3L1S9
(module 3, lesson 1, screen 9)

Narration:

Here is the link for you to down-

load a more detailed document of
handling difficult customer.

Notes: detailed information is put

Animation: in google doc

All texts in the screen slide in from the right

Interaction:
Students can access a more detailed document via the link in the screen.

16

MODULE 4 ONLINE QUIZ Screen number M4L1S1
(module 4, lesson 1, screen 1)

Narration:

Supposed you are a staff in cus-

tomer service department. One
day, an old lady visited with an-
gry.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer is in an angry pose. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students can click next in left corner to see next scenario

17

MODULE 4 ONLINE QUIZ Screen number M4L1S2
(module 4, lesson 1, screen 2)

Narration:

The staff comes to help and says:

Hello lady! What can I do for
you?

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object staff is wants to offer help. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students can click next in left corner to see next scenario

18

MODULE 4 ONLINE QUIZ Screen number M4L1S3
(module 4, lesson 1, screen 3)

Narration:

The customer explains the reason
why she is angry.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer is in an angry pose. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students have two choices in the left corner.
Click different bottoms leads to different scenarios.

19

MODULE 4 ONLINE QUIZ Screen number M4L1S4
(module 4, lesson 1, screen 4)

Narration:

If students choose keep calm and

apologize, this scenario will
show.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object staff is thinking about how to help top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Click Next bottom to next scenario.

20

MODULE 4 ONLINE QUIZ Screen number M4L1S5
(module 4, lesson 1, screen 5)

Narration:

Customer ask for help in this sce-
nario.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer ask help top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students have two choices, each choice leads to different scenario.

21

MODULE 4 ONLINE QUIZ Screen number M4L1S6
(module 4, lesson 1, screen 6)

Narration:

If students choose the first choice

in last scenario, this screen will
show.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object staff is offering solution top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students can click Next to go to next scenario.

22

MODULE 4 ONLINE QUIZ Screen number M4L1S7
(module 4, lesson 1, screen 7)

Narration:

This is the end of online quiz,

which means students finished
this online quiz successfully and
correctly.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer is glad to accept above solution. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Not applicable.

23

MODULE 4 ONLINE QUIZ Screen number M4L1S8
(module 4, lesson 1, screen 8)

Narration:
If students choose the second
choice in M4L1S3, this scenario
will show.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object staff is being impatient to the old lady. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students can click Next to go to next scenario.

24

MODULE 4 ONLINE QUIZ Screen number M4L1S9
(module 4, lesson 1, screen 9)

Narration:

This scenario means students

chose wrong button in former
scenario and failed to handle this
customer.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer is being annoyed and want to complain to leader. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Not applicable.

25

MODULE 4 ONLINE QUIZ Screen number M4L1S10
(module 4, lesson 1, screen 10)

Narration:
If students choose the second
choice in M4L1S5, this scenario
will show.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object staff is unwilling to offer help. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Students can click Next to go to next scenario.

26

MODULE 4 ONLINE QUIZ Screen number M4L1S11
(module 4, lesson 1, screen 11)

Narration:

This scenario means students

chose wrong button in former
scenario and failed to handle this
customer.

Notes: students who complete

Animation: this quiz in a shortest time and
with 100% accuracy will receive a
The object customer is being annoyed and want to complain to leader. top-contributor badge;

The bar in the right place shows the mood of the object Students who complete this quiz
with 100% accuracy will receive
Interaction: an active participant badge.
Not applicable.

27

 Description and Feedback of Individual Assignment

l Description of the Learning Objectives

In this lesson, I intend to teach problem solving. My specific learning objectives are:

1. During the lesson, learners will be able learn 7 tips in dealing with demand customers from expert and video;
2. In the end of the lesson, learners will be able to use above 7 tips in a virtual situation to help demand customer
solve problem.

l Analysis of the Intended Audience

1. Target learners:
- learners who work in customer service/sales department or who have duty to deal with customers;
- learners who are interested in such problems
2. Why we need to learn it:
- Complaint from customer is inevitable problems in most companies. It is necessary to equip with this skill;
- Learning how to deal with them systematically can help you, even your company work more efficient;
- learning how to deal with it can benefit customer loyalty and other mechanism in your company

28

l Diagnoses of the Problems in the PPT

Slides Problems

Slide 1 Too direct;

Without engagement and attraction

Slide 5 Too lengthy;

Not convenient for learners who use mobile phone or pad;

Not engaging;

Slide 6-10 Explanation of each tip is lengthy and redundant, it is difficult for learners to
match the points of each tip;

Not convenient for learners who use mobile phone or pad;

It might be dull for learners to remember so many word in one lesson. Pictures,
videos should be added in.

29

l Description of a Particular E-learning/Blended Learning Lesson, Instructional Strategies, and
Technological Tools

Learning outcomes Storyboard Screen Instructional strategies Assessment

ID
LO 1: M1L1S1- M1L1S6 Strategies: Not applicable
Be able to understand (Module 1 Lesson Digital storytelling:
the topic in this lesson 1 Screen 1 -6)
and discuss with group Showing video and create a
member situation to illustrate the
topic of this lesson.

Tools:
Powtoon
Justification:
Video attracts more atten-
tion than totally PPT slides
in online course
LO 2: M2L1S1 Strategies: Not applicable
Be able to summarize (Module 2 Lesson Experience sharing
methods from experts; 1 Screen 1)
Inviting an experienced ex-
pert to share tips and skills
via Facetime.
30

 Be capable to think Tools:
critically and raise
question Facetime
Justification:
According to experiential
learning, learners could ac-
quire knowledge better and
efficient through experi-
ence.
LO 3: M3L1S1- M3L1S9 Strategies: Not applicable
(Module 3 Lesson
Be capable to remem- 1 Screen 1-9) Inductive methods
ber tips from video.
Summarize some tips men-
tioned above into 7 and of-
fer detailed material via
google doc.
Tools:
Powtoon;
Google Doc
Justification:
Students have gained some
information and example
from discussion and expert,
it is necessary to draw tips
into concise form.
31

 LO 4: M4L1S1- Strategies: Quiz:
M4L1S11 (Module
Be able to solve prob- 4 Lesson 1 Screen Online quiz M4L1S1-
lems in a virtual situa- 1-11) M4L1S11:
tion quiz. Students are required to fin-
ish an online quiz based on Students need to
above tips. help a staff to deal
with a demand cus-
Tools: tomer in a virtual
Branch Track situation.

Justification:
According to the theory of
memory, test or quiz could
help students remember
concept easily.

32

l Feedback
Comment from user
The lesson focuses on how to
handle difficult customers and I
think the content of this lesson
is pretty interesting. Videos and
Facetime make this lesson at-
tractive. But I think it would be
better to have more quiz or test
to make sure whether students
have understood those tips.
Im very glad the redesign work
for how to handle difficult cus-
tomers. Because the original
contents in PPT slides are little
bit dull but you finally turned it
to a lesson which combines ICT
tools, experience and practice
together. Frankly speaking, this
lesson is helpful on the whole,
but I suggest you should add
some feedback tools after this
lesson since there are no more
interactive activities after the
last part.
My opinion Rationale (may be Changes I will make to
based on personal ex- my lesson
perience, literature)
Agree Research has shown I will try to design an-
that test could help other post-class activity
students remember to test learners.
knowledge better
than lecture via
teachers.
Agree Feedback is an inter- I will create a forum or
active process which WeChat group for this
aims to provide learn- lesson, and encourage
ers with insight into learners share their ques-
their performance. tion, ideas.
And its goal should
be to encourage
learners to think criti-
cally about their prac-
tice.
33
 Lesson shows several tips in
handling customers clearly. But
I am not sure students have
enough time to take notes?
Disagree Before Facetime and
video, teacher will re-
quire students take
notes. And in the end
of second video, a
google doc is offered
to students to get
more detailed infor-
mation about tips.
34