How You Learn

What is the main function of experiential learning? According to Nelson and Quick (2014), experiential learning is engaging in an individual or group activities that are systematically reviewed, leading to the student grasping new skills and understanding (p 13). I worked for a medical insurance company as a Senior Team Lead Representative and every third quarter our leadership team organized training for employees where skill development and objective knowledge are reinforced.

I participated in a customer training session that was centered around “delivering excellent customer services.” The first step of the training was a group structured activity, where we had to watch a video that was about a member encountering a horrible customer service experience. The synopsis was a member wanted to locate an in-network dermatologist within her zip code area. The CCS in the video had a bad disposition from the beginning of the call and was condescending. The call clearly ended with the member not getting the name of a dermatologist and was very dissatisfied. After watching the video the trainer had everyone in the training group create a list of approaches that should have been taken to prevent the member from experiencing a horrible customer service experience.

According to Encyclopedia.com (2008), a systematic review is structured method of critical analysis using a statistical approach. The systematic review stage entailed everyone presenting their ideas to the group. Great ideas was brought to the the table and the most common ideas are the CCS should have practice active listening, the CCS should have put any personal issues aside and placed herself in the member’s situation. The trainer then used these ideas as a platform for a group role play in order to get an understanding of how it feels to encounter a horrible customer service experience.At the end of the role play activity, everyone in the training group had to do a graded online practice...