A learning objective is a statement of what learners should exhibit by the end of an article. It's a statement that describes what they will learn, by when, to what degree, and under which conditions. For example:
“By the end of this lesson, the learner will be able to resolve fifty tickets related to quantum computing with a 100% accuracy.”
Business goals may also look a bit like learning objectives, but they still aren't the same. While there is significant importance in connecting business goals and learning objectives, that doesn't mean that stated business goals such as “improve L1 resolution rate on licensing” are always learning objectives. Business goals are more about what the business will accomplish, not what the individual learner will accomplish.
Brief Introduction to Bloom's Taxonomy
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Bloom’s Taxonomy of Learning Objectives is a set of hierarchical models used to classify educational learning objectives into levels of complexity and specificity. Each level of the taxonomy deals with a cognitive process that learners need to accomplish when they read through either a training or a solution article. Click on the image to the right to expand. |
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There's a lot of theory and practical knowledge around why and how to make a learning objective effective. But, what's really important is that your learning objectives are aligned to SMART goals, especially being specific and measurable.
To be effective, a learning objective tells learners what they are expected to be able to do by when, under what conditions, and to what degree of precision. Aside from the formatting specifics of learning objectives, what's important is that it is learner-focused and that it takes the learner's point of view into consideration. Learning objectives should come from asking questions such as:
- What do I want agents to learn?
- What would agents not understand from this material?
- What do agents need to know before they can move forward to the next level of understanding?
Examples
| Understand how support works in tiers in Central Support. | Recall the tiered support model in Central Support. |
| Understand the fundamentals of elevating tickets in Central Support. | Describe the fundamentals of ticket elevation in Central Support. |
| Understand the most common DNN ticket types. | Identify accurately the most common ticket types in DNN support. |
| Understand how DNN is used to orient customers on usage. | Discuss DNN usage with customers. |
| Understand the tools used to support DNN. | Identify and apply the tools used in DNN support |
| Understand what ticket triaging is in Zendesk. | Triage tickets in Zendesk. |
Bloom's Taxonomy Verbs Reference
Formula: Verb + Topic + Measure
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