Developing Collaborative Problem-Solving in an Online Training Program for Insurance Agents

Patrick Connolly (Director of Operations and National Training Manager, USA) and Donna Russell (Arete’ Consulting, LLC, USA)
Copyright: © 2010 |Pages: 227
EISBN13: 9781616921576|DOI: 10.4018/978-1-60566-878-9.ch013
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This case is a narrative of the design, review, revision and implementation of an online training program for insurance brokers. The goal of the online training program is to develop advanced problem-solving knowledge and skills including communication abilities in trainees. The case is narrated from the perspective of the training manager with the reviewer’s comments included during the review cycle of implementation. The evaluative review is completed using cultural historical activity theory to identify contradictions in the training process. The purpose of the case is to identify the development of advanced knowledge and skills resulting from the online training program. The results of implementing an online training program include 1) reduction in turnover, 2) cost savings and 3) training benefits for the regional branch offices and the trainees.
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