Context

Avery Dennison works hard to satisfy their customers with high quality products ranging from marketing and promotional materials to RFID solutions. Like in many other companies the Customer Sales Representatives (CSR) are key for the success of the company. Within Avery Dennison there were multiple initiatives to support the CSR’s in gaining more knowledge and expertise in the field of active listening. The challenge was that these initiatives were not bundled so information and training about active listening would differ from country to country. In addition, Avery Dennison felt the need to work in a more uniform approach in regard to the CSR competences they have set for their sales departments. Active listening is one of those. This ambition combined with the decentralized approach regarding the active listening competence was the reason to start working on the development of one global bite-sized learning. 

Approach

Together with Jan Willem Nieuwland we gathered all available information on this topic and set-up a team of local CSR’s to start developing this course based on the design thinking principles. A google drive was setup in which we shared every step of the creation and development process. Starting with the learning journey and chosen media types and ending with indept feedback on the essence of active listening. This process included topics as the usage of the English language, cultural preferences, tone of voice, visual identity and so on.

Result

A learning that resonates the Avery Dennison look & feel and tone of voice and at the same time is tailored to every CSR. Developed in close collaboration with 8 CSR’s from 8 different countries within 1,5 months. The Active Listening learning is well received around the globe and together we have raised the bar for digital learning within Avery Dennison. 

“Enstin supported our CSR team by developing a very effective and interactive e-learning on Active Listening. They are a very flexible and professional partner and are on top of developments in virtual learning. Using design thinking, we worked as partners in the design process. We received very positive reactions from our Customer Service, which proved Enstin's ability to create the right learning solution for Avery Dennison.”