1 Templates for WBTs at HHSA. 2 Video-based Scenario with Choices.

1

Templates for WBTs at HHSA

2

Video-based Scenario with Choices

3

Video-based Scenario: Best Response Feedback

4

Video-based Scenario: Not Best Response Feedback

5

Video-based Scenario with Choices

6

Video-based Scenario: Not Best Response Feedback

7

Graphic & Text-based Scenario with Choices

8

Graphic & Text-based Scenario: Continuation with Scenario

9

Graphic & Text-based Scenario with Free Response

10

Video-based Scenario with Choices & Reasons

11

Video-based Scenario Non-Example with Choices & Reasons

12

Graphic-based Environment

(co-worker)

13

Graphic-based Environment Feedback

(co-worker)

14

Final Thoughts on Templates

• Use pieces of templates together

• Tailor the pieces to fit learners’ needs

• Use many templates within same WBT

• Use template designs as guideline

• Customize whole templates to fit learners’ needs

15

Scenario #1

Sally is sitting at a desk when the phone rings.

Sally: Thank you for calling HHSA. This is Sally. How may I help you?

Bob: Hi. My name is Bob and I’m calling from the Orange County Health and Human Services department.

Sally: What can I do for you today?

Bob: I’m hoping you can help me. We have lost a file and I was hoping you could give me all of the important information from yours.

Sally: What is the client’s name?

Bob: I need the name, phone number, address, and main issues involving Billy Nigel.

16

Best Response #1

Sally: Do you have documentation to support this request?

Bob: No, not yet.

Sally: OK, I can not give you any information on a client until the proper documentation is completed and faxed to our office.

Bob: I understand.

Sally: Would you like me to fax the documents to the Orange County office.

Bob: Yes, that would be great. Thanks for all of your help.

Sally: No problem. Please give me a call back when the paperwork is filled out. Thanks.

17

Not Best Response #1Sally: No problem. I can get that for you right now.Bob: Great.Sally: Billy Nigel is 35 years old. His address is 8021 Center Street, San Diego,

CA, 92122. His phone number is 858-999-9999. I can fax you the rest of the file if you give me a fax number I could use.

Bob: That won’t be necessary. I have all the information I need.Sally: Great.Bob: Good-bye.

A little while later. Sally is sitting at her desk when her phone rings.

Sally: Thank you for calling HHSA. Can I help you?Billy: Yes, this is Billy Nigel. I just got a phone call from a sales rep for a

pharmaceutical company and he said he got my information from you. Sally: I’m sorry Billy, but I didn’t give your information to a sales rep.Billy: He said his name was Bob.Sally: I’m so sorry. He said he was from the Orange County Health & Human

Services department. I apologize.Billy: Well, sorry isn’t good enough. That is confidential information. I think I’m

going to call my lawyer now.

18

Scenario #2

Ellen is sitting in the cafeteria at lunch. He overhears this conversation at the next table.

Steve: So, this client came in today and told me this whole story about how he was an alcoholic.

Lilly: Are you supposed to be telling me this? I mean, it’s supposed to be confidential right.

Steve: Oh. It’s not a big deal. I don’t think anyone’s really going to care.

Lilly: OK. So, tell me more about this guy.

19

Scenario #3

Nina is sitting at her desk when Allison walks up.

Nina: Hi Allison. How are you doing today?

Allison: Hey. I’m doing OK. Look, I’m having trouble with my account. Do you mind if I log in with your username and password. I’ll only need it for a little while and I know that you can log into more than one computer at a time.

Nina: Well, I don’t think I’m supposed to give it out.

Allison: Yeah, I know. But, I’m having such a hard time finishing my work. I can’t get anything done and I’ve got this project deadline to meet today.

Nina: I understand and I know how frustrating it can be. I guess it’s OK. My username is “ayoung” and my password is “sicily”.

Allison: Thanks! I really appreciate it.

Nina: No problem.