LM Assignment 2: Andragogy & Self-Directed Learning

Assignment 2: Andragogy & Self-Directed Learning

 

Project Title: Bankers for Better Accounts

Goal: Improve the new account opening process by lessening errors and expanding representatives’ knowledge on accounts

Learning Objectives:

Employees will:

1)     Create and utilize a checklist for usage during and after account opening

2)     Learn the guidelines of every style of account: consumer, business, guardianship, POA, trust, and minor

3)     Partner with a colleague to review accounts for errors

Rationale: 

 

This project was inspired by the lack of account review process at my place of work for New Account Representatives. While representatives are provided with a manual and a week of training, the act of account opening, once an employee is customer-facing, can become overbearing and intense. Representatives also, for the most part, complete this process individually; as a result, mistakes may occur and create the need for corrections of documents or within our online platform. A basic checklist for representatives to use while opening, for both the documents and online, is a proactive approach to minimize errors. Additionally, partnering with a coworker creates educational opportunities and provides a second form of observation that was not previously utilized.

The need for a follow-up process is based within the second assumption of adult learners as resources outlined by Knowles. The amount of information New Accounts Representatives are expected to understand and follow, including the knowledge formed through hands-on practice, makes them a “growing reservoir of experience, which is a rich resource for learning” (Merriam & Baumgartner, 2020, p. 118). This project shows there is an understanding that we have a wealth of information necessary for us to memorize, and while we may attempt our best performance, accounts are sometimes overwhelming. In this position, adults must have a readiness to learn, but assistance can be provided as well. My colleagues, especially those in the field for longer, hold experience that is important to explore. Or, assistance can be in a written form as well. Accounts becoming more complicated throughout each year showcases how “learning in adulthood is often a function of changing roles and responsibilities and physical and mental development” (Merriam & Baumgartner, 2020, p. 132). As the process requires more details, our responsibility to the job and our customer increases.

Design:

Checklist link here: https://docs.google.com/document/d/1qDbIBQPfwcD36uJ_P6Dpq7GlFg9m_DZGJ9YjIU5o94g/edit?usp=sharing

 

References

Merriam, S.B., & Baumgartner, L. (2020). Learning in adulthood: A comprehensive guide (4th ed.). San Francisco: Jossey-Bass.