There’s no doubt about it, customer service is still one of the most important factors when it comes to deciding to do business with a company. It’s no good having the most up-to-date tech gear, or fancy office suites – if your business doesn’t deliver on customer service you’ll find it hard to stay ahead of the competition.

What’s more, with the ever-increasing impact of social media, providing excellent customer service has never been so important. Customers now have the potential to provide instant feedback on any company across social media and review sites. So if you work in a customer service role, you’ll want to be sure your skills are up to scratch.

Online learning is a great way to improve your customer service skills.

To get you started, we’ve put together five of the best eLearning courses for customer service. Through these short, interactive online courses, you'll learn how to listen to customers, form positive connections, build customer loyalty, improve your telephone technique, and handle complaints.

These courses aren’t just beneficial for people working in a customer-facing role. Improving your customer service skills will greatly help your career, whatever position you’re in – because we all deal with customers daily, whether they’re external or internal to the business.

This first online course is a great introduction to the world of customer service, providing plenty of interesting statistics and facts about today’s consumers.

For example, 89% of people say they’ve stopped doing business with companies because of poor customer service – that’s a huge percentage! This course is designed to give you the skills you need to provide great customer service, so you don’t become one of those companies.

The short online course covers seven specific skills that you can use to drastically improve your interactions with customers on a daily basis. You’ll learn how to:

The course content has a strong focus on improving your listening skills, as without this fundamental skill you won’t be able to respond to your customers’ needs.

You’ll also learn about paying attention to your body language and gestures, as well as the words and language you use in the work environment. All of these things have a significant impact on how customers perceive you and the company you work for.

Building on the fundamentals of the previous course, this eLearning content looks at the importance of creating a connection with your customers. Because the fact is, your sales approach matters just as much as the product you’re selling.

This course will really get you delivering exceptional customer service, helping to develop the skills you need to engage and connect with your customers. You’ll explore listening skills, as well as questioning skills, to learn how to show an interest in your customer as opposed to your product.

As this course explains, it’s the “connection between you and the customer that provides an elevated customer experience.” People can buy their products or select services from any number of sources, especially now that most of us shop around online. It’s the connection we feel with certain service reps that keeps us coming back to their store or company.

On that note, it’s important to talk about customer loyalty.

Many businesses tend to spend a lot of time, money and energy attracting new clients, running plenty of special promotions and deals for new customers. But did you know that it costs five times as much to attract a new customer than to keep an existing one?

This is just one of the many ‘real world’ things you’ll learn throughout this short eLearning course. The course brings customer loyalty back into focus, highlighting the benefits of retaining your existing customer base in a world where customer loyalty is on the decline – people don’t stick to one product or service provider like they used to.

However, as the course instructor tells us: “Great customer service can turn average customers into loyal fans of your business.” What’s more, if you can increase your customer retention rates by just 5%, you can increase profits by a whopping 95%!

This course may especially appeal to managers who are keen to train up their employees in better service techniques, as it really shows the importance of building a loyal customer base.

Also part of the Customer Service collection, this course focuses on something that you might not think is all that important.

But as you’ll see, your telephone manner when dealing with customers can quickly shape their entire perception of your company. In fact, it takes just six seconds for a caller to make an impression of your business – six seconds!

For many of us, text messaging has pretty much replaced talking on the phone, but if you’re in a customer service role you need to be skilled in the art of the phone call. If you don’t have the right telephone etiquette, you’ll find yourself losing customers, fast. But on the other hand, if you know how to communicate well with your callers, you could soon build up your loyal customer base.

This eLearning course takes you through the seven steps of telephone customer service:

Step 6 – Try to Resolve Issues Immediately

Following these steps will have you impressing customers with your communication and service skills, while also giving you more confidence on the phone.

Last, but not least – we all know customer service can have its tricky moments. And a key component of providing great service is knowing how to handle negative feedback and complaints.

This course can help you with this, by providing you with tools and techniques you can draw on in difficult situations. The absolute best way to manage customer complaints is to have a system in place that helps you to control the situation and lead it towards a positive outcome. And fortunately, 95% of customers will give your company a second chance if you handle their complaint successfully.

Throughout the course materials, you’ll learn how to use the LAST technique – an acronym you can draw on to remember the steps you can take to handle and control a customer complaint: Listen – Apologise – Solution – Thank you.

These four steps are easy to remember and will work for many workplace situations and scenarios. We’ll let you enrol in the course and discover all the tips and tricks of the LAST technique for yourself!

For more insights, be sure to subscribe to the Go1 newsletter to stay on top of all the latest L&D trends. Or, you can book a demo today to find out how Go1 can help with your team’s learning needs. 

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Top 5 online courses for customer service

If you’re a manager, or small business owner, termination of employment is something you’ll most likely have to do. It’s part and parcel of the job. But whatever you want to call it – dismissing, firing, or ‘letting someone go’ – terminating someone’s employment is never an easy or pleasant task.

There are also considerable legal requirements and procedures that you need to be aware of when terminating someone’s employment. So if you’re a manager or employer, it’s important to take the time to understand the rules and regulations for your state (as well as federal laws), to protect yourself and your business.

The more you know about employment termination beforehand, the less painful the process will be – for both you and the person you’re dismissing. Today we’re going to talk more about this topic, to help you feel more prepared and confident in your ability to deal with the situation head on.

First up, let’s talk about why a worker’s employment may be terminated.

Termination of employment can be for various reasons, but the most important thing to know is that you must always have suitable reasons for taking this decision.

Valid reasons can be something quite straightforward, like a driver losing their driving licence – in this case, the person is simply no longer able to perform their job. Dismissal is also fair if you made it clear at the start of employment that the job was only for a temporary period of time, such as in the case of a maternity leave contract.

Things get more complicated when the termination is due to an employee’s capability or conduct. Even the best managers, dedicated to the professional development of their staff, will have instances where an employee’s performance can’t be improved upon any further. And that may mean it’s best to remove the employee from their role with your company.

When someone continually ignores feedback, makes mistakes, or constantly falls short of contractual requirements, you are in a position to terminate their employment. If you’re letting someone go because of poor work performance, ask yourself if you’ve done everything you can to help improve their work and correct the issue/s. If you can safely say that you have, be sure that you’ve documented these efforts and all performance-related discussions with the team member.

When you do decide to dismiss someone, you need to make sure that it’s done in a fair, reasonable, sensitive and legal way.

In Australia, employers need to follow certain procedures under law before terminating any employee’s service. If it’s found that you dismissed an employee unfairly, you could be ordered to reinstate them or re-engage them. You might also have to pay compensation.

As the Australian Government’s Fair Work website outlines, unfair dismissal is “when an employee is dismissed from their job in a harsh, unjust or unreasonable manner.”

Regardless of how the worker’s employment ends, it’s important that you follow the rules about dismissal, notice and final pay to the letter. You should also have uniform policies in place around employment termination, to establish clear guidelines across the organisation.

Alyssa Gregory, small business expert, has some great advice around preparing yourself for the termination discussion:

“Before you fire anyone, you should have your ducks in a row. Understand how the event will be carried out from start to finish. You should be able to answer questions like: How and when will you collect property like keys or electronics from the employee? What will you say when the employee asks about the last paycheck?”

Gregory also recommends that managers be prepared for employees to ask why they’re being dismissed. She advises that you prepare for this question and have documented examples of poor performance, if that’s the reason for dismissal. “If you try to wing this portion of the conversation, you could inadvertently say something that could get you into hot water later,” says Gregory.

Learn More About Termination of Employment

If you feel like you could use some more helpful advice in this area, we recommend you take this short online course.

It might help you look at the situation more objectively, while giving you plenty of pointers and tips for terminating employment in the right way.

For more insights, be sure to subscribe to the Go1 newsletter to stay on top of all the latest L&D trends. Or, you can book a demo today to find out how Go1 can help with your team’s learning needs.

Termination of employment isn’t just a daunting prospect for employees. It can also be a very uncomfortable situation for the person whose responsibility it is to dismiss staff members.

What you need to know about termination of employment

From purchasing and assigning content, to managing groups and enrollment reports, and assigning due dates. Plus we’ve got a stack of new tools that will help you to save time and streamline the way that you deliver learning material.

Simplified Course Purchase and Assigning Process

Being able to purchase and assign content to your users has now been simplified. You can now enter your credit card details to purchase credits which can be assigned to users to be redeemed for courses, or users can request that their manager purchase a course for them.

In this update we have improvements to the Administrator dashboard to include a new tab for Group. Under this section you can quickly see and manage all of the groups in your portal, including editing details, adding and deleting groups, and filtering options for those with large numbers of groups in their portal.

“Parent” and "Assessor" fields available on enrollment reports

When reporting on on enrollment courses, you can now see the Parent and Assessor fields. This allows Administrator to view learning items within a report along with the Parent course, or course in which the learning items is located to provide a more in depth reporting ability on content.

- Improvements to reporting user interface
- Reporting is now available on Awards
- Updates to improve bulk user importing
- The My Teaching tab has a new filter to show all pending assessments
- Improvements to Discussion for @ mention, attachments, and file dropzones
- Portal admin can view & delete users assigned learnings
- Improved interface for group pages

Person standing on the train holding their phone

Improve the way you access learning content with our mid-September update

Making it as simple as possible to gain access to the learning content that you need is critical in any training program. As a part of our mid-September update we have made several improvements to streamline this process, and allow your users to get the content that they want quickly and easily.

Have you ever heard the phrase – by failing to prepare, you’re preparing to fail? Well, this isn’t just true when it comes to life. It’s also crucial when it comes to business. You could have the best idea in the world, but if you don’t have a game plan, it’s not going to work out.

After all, a football team doesn’t go into a big game without tactics and an offensive strategy – so why would you attempt to promote your business idea without a plan?

Having a project strategy makes you think out and plan the steps you need to transform your business vision and idea into a reality. Of course, in the business world, you need backing and investment, which is where having a detailed business case comes into play.

A business case is the bread and butter of any successful business venture. Senior managers are always concerned with the stability of their organization and its future success – any new proposal that creates change needs to be examined carefully.

The people at the top always need convincing and you’ve got to show your idea’s potential. Your business case is going to be the powerful selling tool that will put you in the driving seat and show your project is exactly what they need.

Today’s competitive business market calls for good strategy and a persuasive business case to get the ball rolling.

That’s why it’s important to offer employees the chance to learn how they can implement their bright ideas into successful business ventures through project strategy and a business case.

This Project Strategy and Business Case course is all about how you can get your idea off the ground and running and make it stand out from the crowd. 

Project Strategy and Business Case Trailer

The interactive e-learning materials explain how important strategy is and advises how you can plan and implement a business case to secure resources, backing and investment.

The course is delivered through easy to understand video sections:

This section demonstrates the importance of having a game plan, comparing business to a game of chess and poker. It’s all about having a plan that lets the player win the game.

This also applies to managing projects – you need a strategy to plan your actions and deal with any situations that arise in the course of business.

The course highlights how problems and implications can arise at any time, but a strategy will prepare you for handling anything and still let you achieve your goals.

This next topic discusses how your business case will be the key document that senior management looks at to figure out the success of a project.

Your business case is how you persuade everybody about the benefits of your project and how it justifies using precious resources and investment.

This section points out that some organizations have their own template and format for businesses cases and you should check this out before you start yours.

The content details the six important sections of all business cases:

An Executive Summary – this is the quick and snappy abstract of the project, which covers all the main objectives.

The Objectives – this sets out the reasons for the project and what problems it’s setting out to solve.

Possible Options – this is where you lay out all the options for addressing the problems, with benefits, costs and risks, as well as using data to support your answers.

Your Recommendation – here you give your audience the best option you’ve chosen for solving the problem.

Implementation Plan – this is where you’ll share an outline of your project and the resources it needs, with cost and risk analysis, as well as a realistic timescale.

Conclusion – this section will be the last chance to persuade everybody your project is the best.

Project Strategy and Business Case – Summary

This section helps employees digest the information they’ve learned in the course videos, overviewing the importance of using project strategy as a way to communicate your business plan.

Project Strategy and Business Case – Actionable Advice

The material ends with a way to use the knowledge learned in this e-learning course. It advices to start with your own small project to test your skills and build up towards getting ready for larger projects.

This interactive e-learning course boasts animated and colorful videos to portray its message, as well as an engaging voice-over to inspire employees and keep their interest with the content. The slides are also easy to read for understanding information effectively.

Why project strategy and having a business case is important

They say a goal without a plan is just a wish. That’s why you’ve to have a well-planned strategy for your business project, in order for it to work and be successful.

Having a strategy’s important for moving in the right direction and handling any unexpected problems that come your way. After creating your path, you can use your business case to communicate your ideas people further up the chain.

A thorough business case will give your project the best possible start and allow key stakeholders to see your plans clearly. It’s your one chance to sell your project and prove why it should be backed and why it deserves investment.

If you’re employees know the importance of using project strategy and creating a detailed business case, your organization will enjoy an endless supply of new and credible business ventures that might just be the next big thing.

Today’s competitive business market calls for good strategy and a persuasive business case to get the ball rolling. Here's how.

Why it's important to have a project strategy and business case

Today’s competitive business market calls for good strategy and a persuasive business case to get the ball rolling. Here's how. 

With an increasing number of organisations adopting online learning for staff training, eLearning has become a very popular and effective tool for employee learning and development. If you’ve recently made the switch to a new LMS or online training system, you’ll no doubt want to achieve a smooth and successful deployment of the solution to your staff.

It’s no good simply rolling out a new training product and hoping staff use it. Before deploying a new system across your organisation, you need to develop a solid plan for how you’re going to introduce it to your employees.

There are many things to consider before rolling out your online training program if you want to avoid any stress or hiccups. You’ll need to have a clear and concise deployment plan, that allows you to achieve the desired outcomes.

Today, we’ll share with you some tips that will help you plan for a smooth, successful deployment, whether you’re a small company of 10 employees or a large global organisation.

The best way to achieve the desired outcome is to have it clearly defined right from the start. So before deployment, think about your goals and objectives.

You’ll want employees to use and accept the training solution, and become proficient in it. You’ll need individual staff members to be able to complete certain tasks within the system. You'll expect them to know why the LMS is being used and what purpose it serves, as well as how it will benefit their work life. If you’re using an LMS for compliance or safety training, think about the workplace safety figures you want to start seeing across the company.

Be really clear and drill down to the specific business objectives you want to achieve after rollout. Once you have an end goal in sight, it’s much easier to map out your plan to get there. You can then create a detailed rollout schedule that clearly outlines every step along the way to deployment.

As Nikos Andriotis, writing for eFront Learning, says, “your online corporate training programs will only be successful if you can pinpoint how your business operates, what it needs and how it can grow.”

There’s no harm in admitting that it can be challenging to get employees excited about workplace training. But knowing your audience gives you a far greater chance of success, as you’ll know the benefits that speak to their needs.

Identifying your audience (or audiences) helps you to plan how you’re going to deliver an online training solution to your employees.

There are three distinct groups that you need to consider: your end-users, the operations staff responsible for running the software once it is in production, and the support staff who will be there to help your learners use the software. And it’s important to tailor your deployment to each specific group. Your key messages and communication style throughout the rollout will be targeted to these target audiences.

On that note, this is also the time to think about the change management aspect of deployment.

The fact is, many people are quite change-resistant, particularly in the workplace. We get used to performing tasks in certain ways, using certain systems that are familiar to us. When faced with a new system or software, you’ll often need to convince employees exactly why they should embrace a new system.

Before deployment, make sure you’ve taken the time to speak with all levels of management and employees about the role and benefits of the new LMS. Address any questions or concerns that staff might have about the new product and keep referring back to its benefits. Your goal is to minimise business disruption and ensure that all corporate stakeholders are on board.

“This is crucial,” Andriotis says, “because not only do you don’t want them to sabotage or downplay your training program’s importance, but you also need their full support in getting the employees they manage engaged and fully cooperative with their training.”

Venga Global has this good advice for your deployment strategy:

“Talk to other departments about their experiences with software deployment. Identify the change management issues they encountered and learn from their mistakes and successes navigating social nuances within the company.”

And remember, just because you’ve completed deployment of your new LMS or online training program, it doesn’t mean your work is done. You’ll need to measure the success and ROI of your new training solution, to show senior management that the money the company is spending on employee training is getting a solid return on investment.

For more insights, be sure to subscribe to the Go1 newsletter to stay on top of all the latest L&D trends. Or, you can book a demo today to find out how Go1 can help with your team’s learning needs.


If you’ve recently made the switch to a new LMS or online training system, you’ll no doubt want a smooth and successful deployment plan for your staff. Here's how.

Tips to plan smooth training deployment

If you’ve recently made the switch to a new LMS or online training system, you’ll no doubt want a smooth and successful deployment plan for your staff. Here's how. 

In a digital content landscape where online ads, flashy videos, images, and other interactive elements are essential to engage users, a working knowledge of iFrames is a handy tool in any L&D professional’s kitbag. 

At this stage, you might be wondering, ‘what are iFrames?’ No, it’s not an Apple product designed to replace picture frames. The good news is you probably know far more about iFrames than you might expect.

In fact, if you’ve spent anytime online in the last decade, you’re probably already familiar with using iFrames without even realising it. Every time you add externally hosted images to a blog or embed videos from media streaming sites into online content, you’re using iFrames. Every time you see a targeted ad online? You guessed it, that’s probably an iFrame. Feeling more confident already?

With this in mind, we thought now was the perfect time to take a look closer at how iFrames work. We’ll start by asking what an iFrame is, before looking at how you can use iFrames to improve eLearning content, particularly assessments in online courses.

An iFrame, also known as an Inline Frame, is an HTML document that is embedded inside another document on a website, allowing you to include content from external sources on your pages. iFrames can be used for almost anything, from articles, to website homepages, to learning modules and beyond. 

As Tech Target explains, “an inline frame (iFrame) is a HTML element that loads another HTML page within the document. It essentially puts another webpage within the parent page. They are commonly used for advertisements, embedded videos, web analytics and interactive content.” 

iFrames are used to insert a piece of content from another source into a web page — it’s like an extra window on a page, showing external sources within it. Think embedding Youtube videos, sharing external images, embedding a map on your ‘Contact Us’ page to help customers find you, or hosting online ads — anything that supplements your content and helps engages users. 

Finally, it’s worth noting that iFrames are the only type of frame allowed in HTML5. Google Maps, photo hosting site Flickr, and streaming sites such as YouTube and Vimeo all use iFrames, while the advertisements you see on web pages are also typically iFrames.

As you can see, iFrames allow course creators to create better content for their learners. They open up a whole world of options beyond the same old, same old multiple-choice text quizzes. 

As eLearning Industry notes, without iFrames, L&D professionals are severely limited in the type of content they can create. They elaborate, adding, “the scope of assessment variation is reduced to whether to use a Boolean, multiple choice, or multiple answer question type. We might stretch to the odd use of basic text formatting, emphasising a particular word or phrase, or maybe even using still images.” In contrast, iFrames open up a whole world of possibilities. 

Just as we use colour, fonts, animation, and elements of instructional design to spice things up in our content, we can embed dynamic and interactive media from social media streaming sites through iFrames. Basically, if you want to cut through and engage learners, iFrames are now essential. 

Put it this way, if you want to grab learners’ attention and ensure learning transfer occurs, which is more likely to work: a few pieces of tactically bolded text or an easily-digestible infographic that reiterates your point? 

In particular, using video elements is fantastic for capturing people’s attention, allowing you to convey information quickly and easily, which is increasingly important as our attention spans continue to decrease. We want information and we want it fast! Embedding videos through iFrames can help you achieve that goal.

Ultimately, eLearning Industry explains that “one way to improve the learner experience is to aim to improve engagement in our assessments by addressing the variety and format of the questions and answers we use. An easy, quick and effective way to address this is to look to the use of embedded streaming media via the use of iFrames.”

Imagine you’re assigned a piece of learning content. You keep clicking through, trying to race ahead to the end, but it seems to keep going on and on, like a vast, intimidating wall of text. There’s nothing to break it up. No images. No videos. Nothing. Eventually, your mind starts to wander. You disengage and stop taking in the information.

Now, imagine injecting a few eye-catching infographics into that same learning module. Maybe a few videos and a couple of other interactive elements, too, as a cherry on top. Suddenly, it’s far more engaging — a breeze to complete. That is the benefit of iFrames in eLearning. iFrames can help you take your learning content to the next level by adding engaging, eye-catching interactive content that keeps learners interested throughout the entire module. 

Think of adding iFrames to your learning modules as taking the step from black and white to colour or stereo to surround sound. It is the next step to fully engaging learners. Without it, your L&D content is likely to be left behind. 

How iFrames enhance eLearning assessments

Finally, let's examine how you can use iFrames to improve course assessments.

When it comes to eLearning assessments, they can often be thought of as somewhat separate from the actual online courses — something that’s tacked on at the end of the learning materials as a necessary evil. 

However, as James Shiel, Head of WBT Systems’ LMS Product User Experience & Design, says, “we invest a lot of time and energy creating rich, engaging content, only to present a bland final impression of the overall eLearning experience via the final assessment.” 

At Go1, we think this is a shame. Assessments are an integral part of learning. We believe they should be treated as one of the most crucial aspects of our learning material, rather than an afterthought. However, too often in L&D, we see the same uninspiring final assessments. In other words, a bland final assessment can make or break your learning module. If you need a quick refresher on eLearning assessments, check out our article on The most effective online learning assessment types. 

As Mr Shiel puts it, “Our eLearning assessments should aim to engage the learner and improve the overall quality of the instructional material.” 

The information and data obtained from assessments are valuable to your organisation, helping you assess the overall impact of the online course on individual learners, gauge the effectiveness of course content, and measure the ROI of the learning itself.

So, it’s worth investing some time and effort into creating eLearning assessments. Once again, you guessed it, iFrames can help. iFrames will help you enhance your assessments and allow students or employees to be involved in a more engaging, effective learning experience.

Want to know more about using iFrames in eLearning content? We'll explore why iFrames can help create more visually engaging content for your learners.

What’s an iFrame and how can I use it?

If you work in the eLearning industry, you probably hear a lot of talk about automation – a popular eLearning tool that can bring plenty of benefits to online learning.

If you’re already across automation and know all its ins and outs, this article might not be for you. But for anyone new to the world of online learning, and looking to understand the practice of automation, this will tell you what you need to know.

So let’s get started, with some insight into how automation works and the ways it can benefit the eLearning process – for both you and your learners.

What’s Automation in eLearning All About? 

Think about what the word itself means – automation is a process that minimises or eliminates human interaction. And that’s exactly what automation is used for in eLearning, helping to make your work life much easier.

Do you regularly create online learning courses in your role? It can be a very time-consuming, and often tricky, process. In the same way that you use eLearning templates or online libraries to develop an online course, automation helps to simplify online course creation.

If you’re someone who creates online courses, but isn’t involved in coding or programming, you probably think of automation as something that happens behind the scenes. And that’s correct – automation works in the background of your online learning course.

Essentially, automation uses algorithms, a set of computer codes and instructions, to generate eLearning content. These algorithms control what eLearning content is displayed, being triggered by the actions of individual learners – they work as a response on command, set in motion by the person completing the online course.

Christoforos Pappas, of eLearning Industry, gives a good example of automation in eLearning, where “a particular piece of eLearning content displays when an online learner passes the eLearning assessment. If they don't meet the minimum requirements, the code may generate a resource list they can use to improve.”

In this way, your online course is perfectly meeting the needs of your learners, at every step of the way. And it’s automation that is helping you do that.

As Pappas says, “think of eLearning automation as a robot who can help you with rudimentary tasks around the house … making your life easier in many respects.”

Personalising eLearning Content for Users 

In the example above, you can see how automation has the potential to change the process of eLearning, personalising learning content for users.

You could use automation to develop a short online quiz that employees take before launching into a course. This would help determine the subject matter relevant to their position, and areas they may need (or want) to work on. Automation will then adjust the course content to suit, dropping or adding modules to match the learner’s needs and objectives.

Automation can also be used to create an online quiz at the end of a course, to assess learner knowledge and identify any skill or knowledge gaps. You can even keep track of individual learners throughout the course, monitoring their progress.

Helping You to Improve Your eLearning Content

Automation also helps you to make improvements to your online course, to make it more effective for learners.

With automation, you can see which parts of your course need more detail and which teaching methods are working best for learners. In this way, automation in eLearning can work as a feedback loop to test and measure knowledge and, in turn, create effective and relevant new content for learners.

Can you see how useful this tool can be for both content creators and learners?

eLearning automation allows you to automatically generate online assessments and content for your course, saving you time and effort, while providing a much better learning experience for users.

Want to stay up-to-date with eLearning trends? Learn more about another important eLearning trend, Top eLearning Trends: Using Gamification in the Workplace.


Automation is increasingly changing eLearning and the way in which we create educational content for learners. It can help you to develop more personalised, tailored content, leading to higher engagement, more effective learning materials and better results.

Top eLearning trends: what you need to know about automation

Automation is increasingly changing eLearning and the way in which we create educational content for learners. It can help you to develop more personalised, tailored content, leading to higher engagement, more effective learning materials and better results. 

Whistleblowers often get a bad name, but without their actions, serious illegality would remain undiscovered.

Whistleblowers should be praised and commended for their bravery, as well as their invaluable service to their organization.

Whether it’s another employee abusing their sick leave or fraudulently stealing money from public clients, whistleblowing exposes the wrongdoing and brings the perpetrators to justice.

That’s why it’s important for organizations to educate their employees on how whistleblowing really works, why it can benefit the workplace and how the law will protect you in the process. This will dispel the negativity unfairly attached to whistleblowing.

This section explains the importance of whistleblowing for the safety and integrity of an organization, as well as how it can safeguard employees and the wider public from wrongdoing.

The content gives helpful examples of how misconduct can be a variety of dishonest, illegal and dangerous practices - ranging from minor to complex issues. In addition, wrongdoing can be internal or external, committed by any employee of an organization.

The course also addresses the stigma that’s attached to whistleblowing. For example, an employee can initially feel like a ‘snitch’ and speaking out can at first seem disloyal to their employer.

But, there are many good reasons for whistleblowing, such as saving lives, money and reputation. This section looks to cement the understanding that whistleblowing is important and the responsibility of all employees.

This next topic clarifies that any worker who speaks out against wrongdoing in their organization is protected by law from victimisation, putting to bed the rumours that you’ll expose yourself to trouble.

The content explains that the meaning of ‘worker’ has a wide interpretation, which also extends to self-employed, agency workers and trainees.

Revealing the misconduct is viewed as a qualifying disclosure, which becomes a protected disclosure if it’s communicated to the right person in an appropriate way.

It’s important to know the difference between making a complaint where you have been poorly treated personally and voicing a concern about an illegal or dangerous practice taking place in an organization.

This topic looks to illustrate this difference and allow employees to understand how a personal complaint can be upsetting for you, but won’t secure qualifying disclosure.

This section explains how employees can raise their issues about a wrongdoing that has happened in the past, is happening currently or could happen in the future, so it’s clear what to do.

The law will protect a whistleblower that’s reported criminal offences, failures to comply with legal obligations, health and safety threats, damage to the environment, and miscarriages of justice (or cover-up actions).

For whistleblowers to be protected by law, there’s a certain process that they must go through. This section details that you have to make sure to inform the right person in good faith about the situation.

There’s a variety of people you can tell depending on the situation, such as a health and safety representative or another prescribed body. You can always seek professional advice prior to raising a concern to ensure no mistakes are made.

What your employer or a prescribed person will do

This section explains how an employer or prescribed person will listen to an employee’s concern and take this matter further, based on the information they are given.

In particular, you should let the professional know straight away if you want to remain anonymous. While you can be kept informed about the action that’s taken, not all details will be communicated to you, due to confidentiality.

If an employee is unsatisfied with how their concern has been handled, you can express this discrepancy to an independent body, such as ACAS or a trade union who can provide you with support.

This finalizing section will tie loose ends together and provide a succinct summary of all the information covered about whistleblowing that the employee has learned.

It will recap how you must be a worker to blow the whistle and the concern you seek to voice is in the public interest. In addition, the law will protect you if you communicate your concern to the right person in the correct way.

Your employer or prescribed person must listen to your concern and if you are unsatisfied in how they deal with your information, you can seek support from an independent body.

This interactive e-learning course uses animated videos to explain content, with an engaging voice-over and easy to read slides. In addition, there’s a short quiz at the end for employees to test their whistleblowing knowledge.

Whistleblowing is the only real and effective way to combat illegal or dangerous wrongdoing in the workplace. After all, your employees are your eyes and ears in the day-to-day running of business.

When an employee brings any misconduct to light, it protects other employees, clients and potentially, the organization itself.

An open-door policy on whistleblowing can start the road to important corporate changes that will allow an organization to thrive, without any damaging illegality lurking undetected in the background. This will lead to the promotion of good business ethics.

Whistleblowing is actually essential for a transparent and efficient working environment. By encouraging employees to feel safe and confident enough to speak up honestly, having a whistleblowing policy means organizations can safeguard their integrity and reputation.