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"The Learners in the Learning" is Peter Nelson's summary and reflection after one of my recent webinars. He connects my points about focusing on what learners need to do to his own experiences with a great example about the value of observing actual learners.
Directly observing the behaviors of these folks gave me the insights I needed to tailor the solution. The same applies in a learning setting. Go watch that customer service agent <strong>IN PERSON </strong>and see for yourself what they are doing well, what they are not doing well, and what they might be totally missing.