Launching Performance Support: It's the Message That Matters
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Transcript of Launching Performance Support: It's the Message That Matters
Launching Performance Support:
It's the Message That MattersSession W201, 20 May 2015
Chris KingPerformance Support PM
By the end of this session you will:
20 May 2015 2015 Chris King • 2
Discover how to explain the benefits of integrating performance support into training design and development.
Learn how performance support extends learning beyond the classroom, and maximizes the impact on learning outcomes.
Explore the three five things you must know or do when launching your first performance support solution.
Apply lessons learned from other first-time projects.
Moving from Knowledge-Based to Performance-Based Learning
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Source: Conrad Gottfredson, A.G.I.L.E. Instructional Design Workshop, Apply Synergies, 2013
Performance Support…
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…is embedded in the work process such that the
learning is accessed in the context of the work flow
and helps solve a very specific business problem.
Elliot Masie
…provides employees with a way to learn and
improve skills while doing real tasks on the job.
Carla Torgerson and Phillip Neal
…is an orchestrated set of technology-enabled services that provide
on-demand access to integrated information, guidance, advice,
assistance, training and tools to enable high-level job performance with a
minimum of support from other people.
Gloria Gery
…ensures people can perform effectively when
they are called upon to act.
Conrad Gottfredson and Bob Mosher
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Pro
fici
ency
/Co
mp
eten
ce
Time
12
3
4
What we imagine happens
What actually happens
Without support
With support
Training Post-Training
Source: Mark Rosenberg, At the Moment of Need: The Case for Performance Support, eLearning Guild White Paper, 2013
The magic proficiency line
Are learners truly competent after training?
70-20-10 and the Moments of Learning Need
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Source: Apply Synergies, 2015
2015 Chris King • 6
Training Objectives
Concepts
Deeper Detail
Steps
Training Objectives
Concepts
Deeper Detail
Steps
Components:
DO
Moments
3-5
Moment of Need
20 May 2015
TEACH
Moments
1 & 2
2015 Chris King • 7
Source: Apply Synergies, 2015
Other Resources – E-Learning!
Concepts
Deeper Details
Training Objectives
Concepts
Deeper Detail
Steps
Components:
DO
Moments
3-5
Steps
Moment of Need
20 May 2015
TEACH
Moments
1 & 2
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Source: Apply Synergies, 2015
The Five Moments of Learning Need
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3. Apply
1. New
2. More
4. Solve
5. Change
The Five Moments of Learning Need
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3. Apply
1. New
2. More
4. Solve
5. Change
Acquisition of Knowledge
aka Formal Instruction
Application and Maintenance of Knowledge
aka Performance Support
Case StudyVery large
federal agency; widely
dispersed audience;
•Office of Resolution Management, responsible for handling EEO complaints (estimated to cost the organization $75K per complaint)
Three Week Hybrid
Conference
• 21 hours of both ILT and virtual learning
• Virtual keynote
• Integrated Informal Learning activities
Integrated Performance Support Tool
• Focus on the process to settling EEO complaints before they become formal
• 3 roles, 3 complaint types
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THE THREE FIVE THINGS YOU MUST KNOW
OR DO WHEN LAUNCHING YOUR FIRST
PERFORMANCE SUPPORT SOLUTION
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Number 1: Get your team on board
Your team Your Executive Champion
Support your biggest supporter
They may need the right words for their key audiences
The right words explain the business value and map to the key indicators
for your organization
Help them say the right things and set expectations
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Help your ISDs/Developers
They might feel threatened
But this approach only increases their scope
So provide them with training and their own performance support
You will be surprised at how often you have to explain what you are doing
Number 2: Polish your pitch
Have on hand
Road Show
Slide Deck
Quick Guide
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Valuable Resource: Selling Performance
Support: Building Stakeholder Buy-in by
Marc Rosenberg (eLearning Guild White
Paper, 2015)
Create a formal Communications Plan
Number 3: Communications and Marketing
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Engage front line managers in your communications
Don’t forget to keep the rest of your team informed as well
Change is hard; help it happen
Number 4: Leverage your Support Desk
They talk to your target audience every day
Increase visibility of the tool by having them referencing the tool on a regular basis with their callers
They also have metrics that can show how your solution is making an impact
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Number 5: Integrate PS into Training
Show your audiences
how to use it in the context of the content
Integrate the tool into
exercises and actvities
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How we can reduce or change what we cover in training when there is a robust PS solution in place?
Summary
Get your team (internal and external) on board.
Polish your pitch.
Communicate early and often.
Leverage your Support Desk.
Integrate PS into your training.
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Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.Info-graphic by ATD.
Closing Thought
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Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.Info-graphic by ATD.
Doesn’t meet
49% 62%Don’t meet
If 62% of us think we’re not doing a good job, why do we continue to do the same thing???
Closing Thought
THANK YOU!
Chris [email protected]
22
This work is licensed under the Creative Commons Attribution-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/4.0/.
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Performance Support:It's the Message That Matters
References
• ATD Info-graphic. Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015.
• Brian Dusablon. “Responsive Performance Support With WordPress.” TD Magazine Online, October 8, 2014. https://www.td.org/Publications/Magazines/TD/TD-Archive/2015/10/Responsive-Performance-Support-with-Wordpress
• CEB CLC Learning and Development Practice, Building High-Performance Capability for the New Work Environment, 2012.
• Gloria Gery. “Why Don’t We Weigh Them?.” CBT Solutions Magazine, May/June 1997. Accessed through the Internet Archive WaybackMachine: http://web.archive.org/web/19971011044357/http://www.cbtsolutions.com/html/gery-9705.htm
• Conrad Gottfredson and Bob Mosher. Innovative Performance Support: Strategies and Practices for Learning in the Workflow. New York: McGraw Hill, 2011.
• Mark Rosenberg. At the Moment of Need: The Case for Performance Support. eLearning Guild White Paper, 2013.
• Rosenberg. Selling Performance Support: Building Stakeholder Buy-in. eLearning Guild White Paper, 2014.
• Leon Watson, “Humans have shorter attention span than goldfish, thanks to smartphones,” The Telegraph, May 15, 2015, retrieved online May 18, 2015, http://www.telegraph.co.uk/news/science/science-news/11607315/Humans-have-shorter-attention-span-than-goldfish-thanks-to-smartphones.html
Join the Performance Support Community of Practice at http://performersupport.ning.com
This is a dynamic, vibrant and invitation-only site comprised of 4,000+ practitioners. For an invitation to join, send me a note at [email protected]
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