Global+Awareness+Lesson+Plan

=﻿Global Awareness Lesson Plan=

Description:
For this particular assignment, I was charged with the task of creating an assignment and lesson plan that could be delivered to students. More specifically, this assignment required us to educate students about some aspect that dealt with the global nature of the Internet and technology in general. This lesson examines the issues that exist when communicating with customers from various countries around the world. In order to complete this assignment, students will review the training material provided to them in previous training exercises and use it when working with international customers. This lesson will take place during the new hire technical support training and will require newly hired technicians to support customers from other countries via chat and email. In order to do this, they must first understand the difficulties that exist as well as the problems that could potentially arise.

Selection Process
 I selected this particular assignment because it is something that falls through the cracks of our current training program for new hires. We train newly hired employees on all aspects of technical support and customer service but never truly address the differences that exist between working with people from various nations. This is something that can present major problems and can be frustrating for both customers and employees as it can be very difficult to work through a language barrier while on the phone or in a chat.

Reflection
I found this assignment to be very beneficial and interesting as it provided me with a chance to think "outside the box". The biggest challenge for me was the fact that I had never created a lesson plan in this format as I do not have the traditional educator's background that so many of my classmates have. As a technical trainer, the "lesson plans" that I use are more along the lines of instructors guides and are often more process oriented than they are lessons learned oriented. For this reason, I found the assignment to be interesting and really somewhat humbling as it was more of a challenge that I anticipated going into the assignment.

One of the nice things about this assignment is that it is realistic and can actually be incorporated into the new hire training program at Hosting.com. We have an international customer base, so I am hopeful that utilizing aspects of this assignment will allow me to prepare our newly hired employees for the challenges associated with assisting customers from other countries or cultures.

Global Awareness Lesson Plan