Breaking Cultural and Business Barriers with Virtual Teams

The client is a renowned financial services company offering wealth and investment management services. It serves both high-net-worth individuals and government agencies.

The client maintains a culturally diverse workforce exceeding 18,000 employees across 20 countries. A considerable proportion of these individuals engage in multiple projects concurrently. Consequently, managers face significant challenges in establishing clear reporting structures, adapting team compositions, and effectively managing the cultural differences among team members. 

The operational and reporting matrix is further complicated by intricate dotted line reporting, with many managers collaborating with virtual teams for the first time. These managers need to possess the requisite skills to effectively lead diverse personnel and optimize outcomes, thereby fostering a positive impact on the business.

This project proved intriguing due to several factors. The client possessed limited information to initiate the project, necessitating the development of the entire content through extensive online research, stakeholder interviews, and client feedback. ELB Learning worked collaboratively with the client to create a high-level project execution document, detailing the structure of the proposed eLearning program. Upon receiving approval, we commenced the design process.

ELB Learning designed a blended learning program consisting of seven courses, with four online training sessions and three virtual instructor-led training sessions. The program is structured to achieve focused learning outcomes and facilitate the transferability of skills to the workplace. The content emphasizes three key behavioral competencies:

Agility: A critical capability for managers to drive productivity and adapt to internal and external changes.

Resilience: The skill to effectively manage matrix and virtual environments.

Learning Journey: The program commences with a brief introduction followed by a survey for participants. Designed as a self-awareness tool, the survey prepares learners for the subsequent sections of the program.

The solution encompasses several key features designed to enhance learning and engagement:

Scenario Development and Course Design

Our Instructional Designers crafted realistic scenarios, which were subsequently vetted by the client's Subject Matter Experts (SMEs). Additionally, ELB Learning developed templates for both online courses and virtual instructor-led training (VILT).

Online Courses

The online courses were designed around real-time scenarios pertinent to the client’s virtual working culture. Utilizing just-in-time learning activities, these courses aimed to elicit solutions from learners by drawing on their actual field experiences. Each online course was structured to be completed within one hour and was developed using Storyline.

Virtual Instructor-Led Training (VILT)

The VILT content provided ready-to-use modules suitable for in-person training scenarios. It allowed for easy localization across different regions, particularly concerning examples, scenarios, and cultural contexts. All features available in WebEx, such as polling, whiteboarding, and breakout discussions, were seamlessly integrated into the VILT content.

Scenario-Based Problem Solving

A scenario-based problem-solving technique was employed, wherein managers faced specific issues and participants were tasked with proposing solutions. The assessment and feedback mechanism was designed to guide participants toward the correct solutions. This positive approach not only enhanced participants' understanding of the concepts but also contributed to increased course completion rates.

The client observed a notable enhancement in the interactions between managers and their virtual team members, as well as an overall improvement in the work environment. Additionally, the managerial onboarding process was streamlined through the implementation of this training program, providing clear insights into the challenges associated with managing virtual and matrix teams.