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A behavior model is a presentation method in which a desirable behavior is shown to participants, either through a live or pre-recorded demonstration by the instructor. The behavior is then analyzed and studied.
When Should You Use One?
A behavior model is used to demonstrate interpersonal skills (e.g. interview a candidate, handle sales objections, provide feedback, etc.) and should be used when the skill involves human-to-human interaction and the rationale for the behavior needs to be understood.
When demonstrating the behavior, make sure it is realistic and specific to the learners’ job and that the learners understand the structure of the behavior is the model to be learned (and not the specific words being used). Be sure to have more than just an example of what not to do. Learners who are new to using the skill may not be able to distinguish desirable from undesirable behaviors.
How Do You Design One?
STEP 1
Identify the reason you are designing a behavior model. For example:
- An interpersonal skill is required.
- Instructors are experienced in both facilitation and the skill being modeled.
STEP 2
Determine the interpersonal content to be modeled. For example:
- Task: handle customer complaint
- Sub-task: assess the situation
- Steps:
- 1. Smile at the customer.
- 2. Ask customer to explain the concern.
- 3. Apologize for the inconvenience.
- 4. Restate the concern in your own words.
- 5. Write the concern at the top of the form.
STEP 3
Create a short scenario to give context for the behavior. For example:
- A customer is returning a product.
- They seem slightly annoyed and want action taken to address their complaint.
STEP 4
Determine the structure:
- Audio/video demonstration
- Instructor demonstration
- Instructor demonstrates alone while the group observes the behavior.
- Instructor demonstrates with a volunteer while the group observes.
- Instructor involves the whole group of participants.
STEP 5
Allocate time. For example:
- Introduction (2 minutes)
- Behavior model (3 minutes)
- Check for understanding (10 minutes)
STEP 6
Prepare the supporting materials:
- Written instructions for participants: YES/NO. For example:
- Watch the interaction between the employee and the customer.
- Record what the employee did at each step.
- Observation sheet for participants (with instructions and feedback guidelines): YES/NO. For example:
- All participants (except volunteers) are observers.
- Use the steps from the sub-tasks (e.g. assess situation from above) as a handout.
- Leave spaces between the steps so the observer can write notes.
- Add the instructions at the beginning of the handout.
- Instructions needed to model behavior (including any hints/cautions and script as needed). For example:
- Before taking a break, ask the volunteer to assist you.
- Describe the role in the scenario they are to play: to react naturally or to think about how they feel and describe it to the group afterwards.
- Describe the scenario to the full group.
- Conduct the behavior modeling demonstration.
- Caution: Make sure you have practiced sufficiently to appear smooth and natural.
- Other Materials:
- Audio/video (title)
- Slides (title)
- Flipcharts (title)
STEP 7
Design the check for understanding:
- Questions to draw out issues and/or emphasize key points. For example:
- Ask observers, “What did you see?”
- Lead a discussion of the rationale for each step. Ask, “Why did I do it this way?”
- Relate the content to the job. Ask, “What are some specific situations you have encountered where this skill would have helped you?”
STEP 8
Summarize the key points and identify the link to the next activity:
- Summary – the instructor will summarize the steps while incorporating examples given by the learners.
- Link – state, “To help you feel more comfortable actually using the steps, you will now have a chance to practice.”
When you design your next behavior model, remember to implement these guidelines and eight design steps. This presentation method will set your learners up for success, lead into the role play application method, and give the learners the opportunity to apply their new skills in a safe, risk-free environment.
Behavior modeling is one of the many methods we focus on in the Advanced Instructional Design workshop. Bring this workshop on site for your team of six or more to pilot each method in real-time with a live audience, and to help make your materials relevant for learners and foolproof for instructors.