The Impact of Feedback On Learners

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A blended learning experience using a troubleshooting system stands out to me. I was at a communication company "x". The “class” started with an assessment. The class focused on a system that provided visibility into the cellular network. Let’s call it “Sniffer”. I was sat in front of a computer with a login, a list of systems, and a phone number. I then received an online phone call. I’d been given a real-world, thrice-escalated customer problem. I understood the customer’s issue and comments. The instructor’s feedback was clear: “Solve the problem or I will find someone who can.” The executive/instructor was readily available at every turn and available to answer every question. I was terrified to ask any questions. When I did, the feedback was swift, terse, poignant, and unforgiving. When I did mess up, she was quick with the whip. Feedback came often when I misused the system. I can’t recall how many times I was asked, “Why did I do what I did. “Why” was not in any way interrogatory. It was a directive to fix the issue. The feedback and environment allowed me no access to peers, regrettably. There were some I would have reached out to readily. My experience was the epitome of terribly executed situated learning. All the advice that was provided was given by an SME once I’d fixed the issue and was able to ask questions after the fact.

This was not a traditional class.

It was a unique course based in situated learning. The objectives were for me to a) solve a problem b) and demonstrate the ability to control a customer while solving the problem c) under pressure.  

The topic of this post was to “think about an online or blended learning experience”. This is the instance that is most prevalent to me. The intent was to demonstrate my understanding of the system, but it ultimately proved to be the least effective learning experience I have ever had. This experience taught me that constructive, empathetic, relevant, motivational, and personal feedback can go a long way.

I got the job for what it’s worth. Turns out it was part of an interview.