Case example: eLearning for internal competence development

Training & Learning

2020-04-08-eLearning-in-competence-development

This time, we’re going to see how versatile eLearning is and how it can be customized for different learners and learning objectives by looking at a very common use-case example for eLearning: internal competence development.

Let’s start with the basic requirements for our eLearning course.

In our example case, the learning objective for the organization’s HR department is to develop and maintain their employees’ ability serve customers in a second language. Situations that require the employees to deal with international customers range from routine daily service requests to complex issues that arise only occasionally.

At a minimum, all good eLearning should:

  • adapt to the existing skill level of the employees
  • introduce new information in a structured, easily applicable manner
  • relate to real-life work scenarios and customer cases, giving the employees tools and knowledge that they can apply in their work
  • deliver standardized, measurable learning results that will benefit the organization for a number of years

be accessible to all employees, no matter their location or preferred time for studying

However, what makes eLearning special is how much it can be customized and how it can incorporate interactive learning solutions – a proven way to enhance the quality of learning. In this case example, the organization has categorized its employees as either A) mostly fluent in the second language or B) needing more assistance with the language before improving the customer-facing skills.

When students are grouped according to their skill level, those who start from a lower level can return to the course later, taking on the more advanced material. This increases the usability of the learning material within the organization.

In this case, the eLearning starts with a self-assessment that gauges the employee’s skill in the second language and how well they can deal with international customers in that language. The learning material can then be tailored for these groups, making sure that both groups get the learning material, exercises and testing that is appropriate for their true skill level.

For group A, the learning material could be delivered through animated storytelling or through video, and the learning could be implemented using relatable examples based on example cases that HR has compiled from customer feedback. Interactive storytelling gives out information in logical, easy-to-understand passages of text, animations and small exercises that push the student to think through their answers.


Pro tip! Virtual training & webinars

Adding a virtual training option to your existing eLearning makes it easy for employees to contact language, communication, or cultural trainers for one-to-one lessons. The employees get a valuable opportunity to ask questions, receive feedback and correction, and get support and encouragement.

Webinars allow the students to participate in professionally facilitated online discussions about the learning topic. This is a good way to enhance the quality of learning and create a positive, shared learning experience across the team.

Contact us  to find out how your organization can add webinars to its eLearning


For group B, depending on the employees’ existing skill level, the course could be tailored to industry-specific language usage, with a focus on practical language, vocabulary and grammar. Interactive exercises between the learning stages help to activate the students and give them actionable tips on how to put the language practice into action in their daily work.

These interactive exercises double as small tests, allowing the students to measure their progress against a set standard. If the students find one exercise challenging to pass, they can easily repeat the course or return to the difficult part later instead of trying to complete the course in one sitting.


Would you like to read more case examples of elearning for different needs?

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There are four case studies that show how eLearning can be applied:

  • HR – employee competence development
  • Management – organizational change
  • Sales – new product launch
  • Marketing – shareable content

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