The examples are all very specific to this package's particular focus on customer-service skills. The overall design, however, is useful as a model for other types of industry-specific training for adults. Learners arrive at work, are told what the job is, do the job and then receive an evaluation on their performance from a simulated supervisor.
Writing is stressed through completion of job forms, charts, letters and computer entries.
For example, they must use simple formulas when completing an Insurance Comparison Form or adjusting a bill. In one scenario, for instance, they must determine what product or service best meets a customer's needs and explain why it is the correct choice. Learners can choose to receive instruction when they want it or are guided to it by a built-in tracking system whenever they have difficulty in successfully completing a task. Each module is designed to build upon skills obtained in the previous module and add new skills. Where possible, variability is integrated so learners may use a scenario repeatedly without encountering exactly the same situation.