Case Study: Unique Hospitality Training Method Leaves Them Wanting More

Industry Vet Mark Eggers Keeps Employees In The Know, When It Matters Most

As a veteran of the hospitality business, Mark Eggers knows how important customer service is. Now more than ever, the competition for the consumer buck is stiff and the hospitality experience overall has to be second to none. This all starts with training and development – the learning experience has to be engaging, cost-effective, and worthwhile, so it really can spell success. Some say “enjoyable training” is an oxymoron, but Eggers thinks the opposite, in part because of his key training tool –Gameshow Pro by LearningWare.

Eggers has been a trainer in the hospitality industry for more than 10 years. He uses Gameshow Pro, which puts his training curriculum in a game show format to encourage better engagement. In fact, he’s used Gameshow Pro the last four years, and he’s found it to be a lasting experience.

“It was great for the employees because you could take training material and make it more engaging with better knowledge retention. Many times the employees wanted to keep playing after we were done,” he said.

The hospitality industry is a several billion-dollar industry. A large part of its success relies on what employees take away from their training sessions and into their day-to-day roles. The ultimate goal is extraordinary customer service and a wonderful guest experience. That is why Eggers uses Gameshow Pro in his traditional classroom training regularly. It ensures knowledge retention with the trainees and rounds out the learning process.

“Gameshow Pro is like the cherry on top of the sundae. It adds the finishing touch to a session,” he said.

New AllPlay Web Video

We'll be back to the game show training tips shortly, but for now, we wanted to share the following video with you. It's a short walk-through of the new AllPlay Web software. Let us know what you think!

Extending an Invitation

Recently, we were at ASTD conference delivering a workshop on using game shows in training called, appropriately: "I'll take Learning for 500."

We ended with a slide that said "You've got a friend in the business." It had the contact information for both Dan Yaman, the founder and CEO of LearningWare, and Missy Covington, the communications director. (It even included Dan's cell phone number!)

What we meant by that was that the participants in the workshop could contact us up any time to ask questions about using game shows in their training sessions--even if they weren't using our software. These questions could range from hosting the game to creating the questions, to setting up the room for a game show...anything game show related in training, and we'd be willing to help.

Because we're *that* passionate about using game shows in training, we would like to extend this invitation to you.

1.800.457.5661
x207 for Dan
x237 for Missy

dan@learningware.com
missy@learningware.com

We're dedicated to making your training successful using game shows. So give us a call today, and start revolutionizing your training.

The Cure for the Common Webinar

My first webinar experience took place about 3 years ago. We were producing a live training event through our sister company, Live Spark, and wanted to get a solid grounding in our client's content so we sat in on one of their new product rollout webinars.

Webinars, at that time, were relatively new-ish. "How fantastic," I thought,"I can get up to speed quickly without having to leave my desk."

As the webinar progressed, however, my enthusiasm was quickly sapped. I'm not a particularly distraction-prone person, but after about 5 minutes I found myself (somewhat ashamedly and automatically) checking my email...checking the news highlights...trying to squeak in a little copyediting...

The webinar was a great way to reach people, but the problem was that it was just another deadly-dull-and-dry presentation. Not only that, but if it had been an in-person presentation, I would have been required to *try* to pay attention (or at least maintain that placid look of wakefulness). There wasn't even that level of accountability.

I don't blame that client. I've been in many, many other webinars since--and while they have been presented with varying degrees of skill, my mind was still left to wander...to email...to the news...to my other tasks...

There is just *no* way to ensure that attendees are paying attention. And if my mind is wandering, you can bet that every other attendee is experiencing brain check-out in mass as well.

More and more companies are doing webinars now--they're efficient and cost-effective in a world where offices are globalized and travel budgets are slashed. But if people aren't learning the webinar information--if they aren't engaged, if they aren't paying attention, if they aren't accountable--then webinars aren't a cost-effective solution, they're a waste of time.

Clearly, there was a problem here that needed a solution.

Hey, LearningWare had been the expert in making training engaging, memorable and fun for over 15 years... surely we would be able to come up with something to fix this new webinar problem, right?

Right.That's why LearningWare came up with AllPlay Web.
AllPlay Web lets you create a professional, fully-automated and engaging game show experience within your webinars. You can review and preview content, refresh the audience, and--most importantly--keep everyone engaged and accountable.

They have to pay attention to the presentation--their sense of competition is engaged and there might be a question on the material later.

They have to stay with you on the webinar instead of checking their email, because there is actual, tangible participation required on their part: registering their answers using their own keypads.

It's fun. It's engaging. It's memorable. It turns a common webinar into an interactive experience--truly making the webinar a cost-effective training and communication solution.

AllPlay Web even tracks how everyone answered, so you know where the knowledge gaps exist in your training. You can even ask survey questions.

We've just launched it in a beta version, it's awesome, and you should find out more about it here.

No, seriously, go check it out. Because not only is it absolutely revolutionary, but it's the first thing that's kept me on track--as a participant--during a webinar, *ever*.

And that's a pretty amazing feat. :)

Quiz Point Reviewed by ILEETA

The International Law Enforcement Educators and Trainers Association (ILEETA) recently reviewed LearningWare's QuizPoint in its "Use of Force" Newsletter. The article can be found here, but we've also copied the text here:

QuizPoint

with: Lt. Harvey Hedden
What an instructor knows is not nearly as important as what his student knows as a result of the instructor’s work. Law enforcement officers don’t really like being tested, but many agencies see cognitive testing as a valuable assessment tool to determine if an officer possesses important concepts, as well as a proactive defense to civil litigation, especially in the area of use of force.

Many trainers have developed PowerPoint presentations that permit the student to answer questions. The biggest limitation of these tools is that there is no means to keep individual scores.

Private industry discovered some years ago that they could make testing more palatable by making it a game. Our competitive nature means students study harder and recall more important information when learning is reinforced by competition. Even more mundane subjects are remembered because it could mean a higher score. Most of the officers you train have played some sort of video game – and many still do – making them ideal candidates for this type of testing.

Learningware is a company that has developed two such testing platforms. Their original product GameshowPro, has recently been augmented by a new product called QuizPoint. Like its predecessor, QuizPoint uses a form of television’s Jeopardy game. The game’s software allows an instructor to include pictures, video and audio clips – before, during or after a question. QuizPoint also allows for a variety of testing options, including timed responses and directing the student to corrective information.

I found the QuizPoint software easy to use as both an instructor and a student. The quizzes are created by the instructor with software provided by Learningware and then uploaded to the companies’ secure web site. The quizzes are hosted on-line and the games are flash based, meaning the student can access the test from any web browser without downloading software. Users must have a user name and password.

The student’s responses are recorded and kept on file for later retrieval. Leaningware provides a Learning Management System that allows the instructor to see results by exam, question class or student. The system is also ideal for remote learning because the exams and records are web based. QuizPoint can also provide aggregate test scores to help you identify problem learners, and you can post top scorers to maintain the spirit of competition.

QuizPoint is currently being used by California P.O.S.T. and examined by a number of other agencies. For my preference, alternative templates currently being developed by Learningware will also be a welcome addition, especially for some of our more serious subjects where the game show format may not be most appropriate.

Learningware.com offers free trials of QuizPoint so you can determine if the product can help you. Learningware also offers government pricing – a license for up to 250 students currently costs $2,000. For further pricing information, you can contact Learningware at 800-457-5661 or speak directly to the Government Services Representative at 866-433-5139.


Looks like QuizPoint is already making waves--and we're glad to hear it!

5 Game Show Myths that Simply aren’t True

Simply saying “Game Show” can evoke a strong reaction in your training classroom—or amongst peers and superiors. Because everyone has experience with game shows in some form, everyone comes to the classroom with their own vision of what a “game show” should be like. Unfortunately, a lot of the time this vision doesn’t compliment training, and leads people away from using game shows in a training situation. Fortunately, the most common “myths” or misconceptions associated with using game shows can be easily corrected.

Myth #1: Game Shows Wouldn’t Appeal to my Trainees.

Truth: So your trainees are serious. They’re white-collar executives, they’re blue-collar miners, they’re doctors, they’re temps, etc. That definitely doesn’t mean that they won’t like game shows. Game shows provide an opportunity for your trainees to express their knowledge, compete, socialize and take a break from the ordinary. We’ve seen a lot of groups that no one would have pegged for “game show contestants” really get into the game show. This is because game shows aren’t just a novelty—they appeal to the fun side of everyone—no matter how “serious” or “technical” the person.

Myth #2: Game Shows Won’t Work for my Subject.

Truth: Game shows work with almost any subject you can train. Game shows can be adapted to fit both fact-based and brainstorming content, as well as both hard and soft skills training. We’ve seen trainers use game shows for everything from (literally) rocket science to harassment training. Game shows can help you facilitate complex subjects by breaking them down into smaller “chunks” within the game show, and can aid in discussion of “sensitive” topics by breaking down barriers and allowing everyone to relax.

Myth #3: Game Shows Take Too Much Time to Create.

Truth: Initially the act of creating a game show can take up to a few hours. However, software (like Gameshow Pro) can make this process quicker by giving you templates with which to create your game. Once you’ve created a game or two, creation becomes faster. You may also “refresh” an already-created game by adding in new questions, adding a few extra elements to a question, or simply rearranging the question order. Gameshow Pro version 4’s Question Library allows you to drag-and-drop questions into a game show, meaning that creating a game can literally take as few as 5 minutes.

Myth #4: I Don’t Have Time for a Game Show in My Training.

Truth: Most trainers do some kind of content review—so why not make that review more effective? Your training is too important NOT to be remembered. Use the time when you would normally do an oral review to do a 5-15 minute game show. (In fact, when compared to oral reviews, game shows increase exam scores by over 60%.) Game shows don’t have to be long to be effective either. If you have 3-5 minutes, insert a few questions from the game show to review and perk up your trainees. You can either have the short segments stand alone, or you can add up the teams’ points from all the “mini” rounds to get a final score at the end of the training session.

Myth #5: We Just Can’t DO that Kind of Thing Here.

Truth: We’ve been taught that training is serious business. That’s absolutely true and it’s also why it’s so important to deliver training in a memorable way—even if the way in question is a bit unconventional. Game shows don’t have to be tacky, loud or over-the-top—they can be tailored to fit your company’s culture. Sometimes doing little things like changing the game’s name to “Review Activity” can change the perception of the game show within the company. Game shows don’t “fit” only a particular brand of training, they can be modified to fit YOUR training.

Bonus 6th Myth: I Can’t Be a Game Show Host.

Truth: As a trainer, you’re already the face of your company or department. You’re delivering content, ensuring compliance, and putting yourself “out there” every day, even if you’re not physically in front of trainees. Almost anyone can be an effective game show host whether they’re more introverted or more extroverted. The key is to play to your own style. If you’re not a flamboyant person then that’s not going to be the hosting style for you. If you REALLY don’t want to host the game show, you can create a game show and have one of your peers host, or you can even get trainees to take turns hosting questions and you can contribute training content as needed.

Tips for Using Online Games

In honor of our newest product, QuizPoint, we’re dedicating this issue of Espresso to using online games.

Online games can be a great way to unite learners from different locations and globalize your training classroom. So without further adieu, the top 5 tips for using online games:

1. Use Teams.
Playing a game online can be a largely individual experience. Regardless of location, group trainees into teams. This will give them the experience of playing as a competitive unit, and learning with their peers despite the relative isolation of online. Teams can compete against each other to get the highest collective scores. And speaking of scores…

2. Display Scores.
Have a continually updating leaderboard (displayed before or after the game—or both!) that shows which trainees or teams lead the group in highest scores. Trainees can check this scoreboard as frequently as they wish to see if they’re still at the head of the class. This keeps the spirit of competition alive, and engages trainees in the game. Trainers may choose to give prizes for the top ranking players.

3. Retake tests for mastery.
Consider allowing trainees to re-take quizzes or games online. This allows them to master the material at hand and continually improve their scores. Plus, it allows them to pick up questions that they missed, and reinforces questions that they already answered correctly. If you decide not to let trainees re-take the tests, be sure to review questions after the game. Trainees need to know why they got a question wrong, particularly in an online format.

4. Make use of tracking features.
Many online game and quiz programs feature Learning Management Systems (LMS) that provide detailed trainee results. These allow a trainer to see which questions were consistently missed, which trainees had the best scores, and in which areas the entire class (or particular persons) need further instruction. These features can be immensely helpful both with the current trainees and in designing or revamping the next training course.

5. Utilize the online component and links.
Incorporate media and links into your game show. After players answer a question, it’s a great time to direct them to additional resources or information. You can link to online PDFs, pictures, video clips, the company website, etc. Some programs also allow you to input your own sounds and pictures offline as well. This changes an online game show from a review activity or a fun competition into a truly involved and interactive learning experience.

Bonus: Use online game shows for fun.
Online games don’t always have to be intrinsically linked with your training content. Since they’re such a good way to unite people in different locations (and even countries), use a “fun” game with company trivia for a team building activity. Games and quizzes can also be used to address cultural considerations and build awareness for traveling employees.

Another bonus: Try out QuizPoint for free for 30 days. Visit this link to download a trial version of the new online game and quiz creator software.