One of the major aspects of customer service is agent productivity that as a result helps the company in improving its customer experience (CX)....
Format: Online, for New Students - Welcome!
An In-Depth Study of the Successful "Knowledge Jam" Method.
Introduction
Does your organization suffer from knowledge blindspots, mismatches and jail?
Knowledge Jam is a process for using facilitated conversation to get out hidden
know-how from teams and experts, and to put it to work with the help of the
organizations that need it most. It is built around the disciplines of facilitation,
conversation, and translation, and draws on the practices of organizational
learning, social media, and intelligence acquisition.
Kate Pugh will take students through the process, and we will explore how
Knowledge Jam can help when Knowledge is at risk, such as in any corporate
change, executive transitions, merger integrations, offshoring, and sales expansion.
We'll also learn how to successfully set up a Knowledge Jam program for your
own team and organization.
Learn...
- To Facilitate a “Knowledge Jam”
- Rationale and Cost of Knowledge Transactions
- Facilitation/Elicitation Methods
- Useable, Real-World Techniques you can apply today!
What Will We Cover?
Topic 1: Why is Tacit Knowledge a Thorny Problem?
- Rationale and cost of knowledge transactions
- Barriers
Topic 2: Facilitating a Knowledge Jam with the 3 disciplines
- Five steps for the knowledge
- Facilitation/Elicitation methods
- Conversation methods
- Translation methods
Topic 3: Let’s Jam!
- Practicing the five steps
- Review and individual personal development planning
Topic 4: Being the “Convener” in your Organization
Meet Your Instructor: Kate Pugh
Kate Pugh, author of Sharing Hidden Know-How (Jossey-Bass/Wiley, 2011) has been a popular guest speaker for KMI and our CKM students for years. We are now pleased to announce a Master Class and Certification Program based on Kate's research and methods, successfully utilized at some of the largest organizations in the U.S.
Learn new tips, obtain new tools, and gain a proven methodology for success. You will leave with the necessary knowledge and skills to lead successful KM initiatives, no mater what your organizational size, structure, or purpose happens to be.
Pricing/Purchase
E-Learning (self-paced, 20 hours), Exam and Certificate
Students take the KMI "Foundation" course online, plus the online Knowledge Capture Master Course. Designation: CKS - Knowledge Capture
Combines KMI's online "Foundation" course (KM401) with the online Master Course in Knowledge Capture. Online package includes Exam and Certificate (students may take the Exam as many times as necessary to pass - no extra charge), plus access to the KMI "Knowledge Hub" and other online communities - exclusively for Certification students.
Choose "Purchase Now" below for immediate access or "Request an Invoice" and we will send your invoice same day.
Standard Rate - US$1995.00
Government/Military and Non-Profit Rate - US$1795.00
Knowledge Management (KM) Certification & Training
Training
Certification
Transformation
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