The Truth About Turning

Technical Training Into Performance

Today’s Session:

Meet Today’s Speakers:• Tom Hilgart

Partner

State Parkway Partners

• Bob Mosher

Global Chief of Learning Strategy and Evangelism

LearningGuide Solutions

• Doug Harward

President & CEO

Training Industry, Inc.

Turning Technical Training into Performance Turning Technical Training into Performance

Traditional TrainingTraditional Training

4

F2F Training

Web Based Training

On the Job Training

Aware Skillful Proficient

Traditional TrainingTraditional Training

5

F2F Training

Web Based Training

On the Job Training

Aware Skillful Proficient

But, Hope is not a

method!

© LearningGuide Solutions, 2008

Polling Question:

1. We rely on hope as the method for transferring training to practice

2. We have a well developed method for transferring training to practice

Knowledge Retention: It’s NOT the classroom’s fault! Knowledge Retention: It’s NOT the classroom’s fault!

100%

80%

60%

40%

20%

0%30

Min.

58%

33%

48Hrs.

Time after course completion 3 weeks

Source: Research Institute of America

Performance SupportStrategy

Mastery(Training Event)

Competency(On-the-Job)

Informal vs Formal LearningInformal vs Formal Learning

Sources: KPMG Consulting and Informal Learning – the other 80% by Jay Cross, Internet Time Group

ExperiencingOn the job

45%Networking

30%

Mentoring &coaching

3%

SpecialAssignments

2%Workshops10%Training

programs8%

Manuals &instructions

2%

Informal Learning = 80 %

Formal Learning = 20 %

Learning

Informal = 80%

Formal = 20%

Spending

Formal = 80%

Informal = 20%

Performance Focused TrainingPerformance Focused Training

9

On Line Reference

On Line Community

On Line Expert Locator

On Line Social Network

Practice & Coaching

Aware Skillful Proficient

F2F Training

Web Based Training

On the Job Training

© LearningGuide Solutions, 2008

Chat Question:

What method do you use to transfer training to performance?

©

L

• When Learning for the First Time

• When Wanting to Learn More

• When Trying to Remember

and/or Apply

• When Things Change

• When Something Goes Wrong

Dr. Conrad Gottfredson, BYU

The Five Moments of NeedThe Five Moments of Need

Application & Maintenance of Knowledge

Performance Support

Acquisition of Knowledge

Formal Instruction

Formal Training vs. Targeted Performance Support Formal Training vs. Targeted Performance Support

Training(First 2

Moments of Need) TEACHTEACH

Training

Practice/Demos

Deeper Reference

Steps

Training Objectives

Practice/Demos

Deeper Reference

Steps

Components:

PerformanceSupport(Last 3

Moments of Need)

DODO

Training Objectives

Practice/Demos

Deeper Reference

Steps

Moment of Need

12

Five Moments of Need and your Current Learning Assets Five Moments of Need and your Current Learning Assets

New More Apply Change Break/fix

Acquisition of KnowledgeFormal Instruction

Application & Maintenance of Knowledge

Performance Support

ILTLearning Asset

ILTLearning Asset

ELLearning Asset

ELLearning Asset

ILTLearning Asset

ILTLearning Asset

ILTLearning Asset

CWLearning Asset

ELLearning Asset

HDLearning Asset

HDLearning Asset

PSLearning Asset

PSLearning Asset

PSLearning Asset

PSLearning Asset

PSLearning Asset

ILTLearning Asset

It’s NOT about adding another unique system!It’s about adding an enabling framework!

© LearningGuide Solutions, 2008

Chat Question:

How do you support the application and maintenance of knowledge?

A typical AnalysisA typical Analysis

Commercial Claim AdjustingCommercial Claim Adjusting

16

• Skills Assessment – Self and Manager

– Readiness options e.g. medical terminology course

• Web Based Training Course – Discovery Learning

– Task Analysis Method• Which require judgment and have the greatest impact – situations,

reference material, decisions, and reinforcement or coaching

• eCampus – Collaboration Site

– 18 Case Studies – 1 per jurisdiction• Select your jurisdiction, post your solution, feedback from your

coach• Compose a letter to your client, feedback from your coach

• All procedures in searchable PST (Performance

Support Tool)

• Measurement – Audit Results: Significant Quality

Improvement

Task AnalysisTask Analysis

17

CORE JOB TASKS

1. Verifying Coverage M

2. Analyzing Coverage H

3. Making Initial Contact L

4. Investigating Liability H

5. Investigating Damage M

6. Reserving L

7. Evaluating Settlement M

8. Resolving Claims H

9. Managing Litigation M

10. Identifying Contributions L

CROSS-CUTTING TASKS

1. Managing Time H

2. Providing Customer Service M

3. Managing Communications L

eCampuseCampus

18

• eCampus– Learning platform for extending learning into the

workplace• Displays step-by-step program design for participants• Allows for combining and sequencing self-paced eLearning,

discussion spaces, assignment posting and coach or peer review, same time web meetings

• Performance Support Tool– Online Repository and Expert Locator

• Information architecture – process view, by-state view, search views

• Authoring hierarchy of content contributors and approvers• Feedback for or Q&A with content authors

© LearningGuide Solutions, 2008

Chat Question:

What types of learning assets have you blended to fill the gap between learning and application?

Claim Center in MotionClaim Center in Motion

20

• Implement new claim processing

technology through a series of

releases over several years– Initial release – completely new technology

• Web Based Training taken synchronously• Sandbox for practice with defined drills• Champions available F2F for Q&A and Change

Management

– Subsequent releases• Web Based Training – what to do• Links to PST – why and how to do it

Underwriter & Risk Control Trainees Underwriter & Risk Control Trainees

21

One Year Program – New College GraduatesLearning assignments on eCampus

Get assignment – step by step program – ask questions to program leadsComplete assignment using PST – ask questions to program leadsShare learning with other trainees – ask questions to program leadsJournal learning – ask questions to program leads

Trained coach in each office – provides on-boarding, “live”

applications (cases), review and feedback

Conference calls to discuss progress and issues

5 weeks F2F forEngagement – values, mission, teamProfessional skills training – presentations, consultative sales, distribution management, advanced product training

Policy Services RepresentativesPolicy Services Representatives

22

13 Week Initial New Hire Program in GL & WC followed

by shorter programs in Commercial Automobile and

Property

Assigned a buddy from day 1

Orientation and overview combined with self-study of coverage

Group case studies and PST use taught in tandem – how to use

performance support to handle the case

Independent case studies using PST

Overall assessment

OJT with buddy – buddy has live applications appropriate to

coverage learned

Measures: 90% retained in 90 days and 6, 9, and 12 month

production and quality goals

• Process based/ Outcome based design,

NOT JUST Skills/ “event” based design

• Levels of Immediacy – “Scaffolding”– Is the informal learning embedded in the learning environment at the right level

and in the right amount?

• Including a community aspect– Be proactive – facilitate the discussions for feedback and maintenance

– Use it for MAINTENANCE!!!

• Teaching the tools and showing their validity– Implementation and Communication Strategy to create a culture the supports a

“self-serve” approach throughout!!

What makes PS Work?What makes PS Work?

23

Learn to Learn: Rampup/ Rampdown…Learn to Learn: Rampup/ Rampdown…S

elf A

ided

Learn

ing

AssessmentOf currentLearningAssets &

Creation ofTotal Learning

Roadmap

Instructional Time

Peers

Support Materials

TechnologyAided Learning

Inst

ruct

or

Aid

ed

Learn

ing

Org

an

. A

ided

Learn

ing

24

© LearningGuide Solutions US, 2007

NEVER forget….NEVER forget….

““In times of change In times of change learnerslearners inherit the earthinherit the earth……

while the while the learnedlearned find find themselves beautifully themselves beautifully equipped to work in a world equipped to work in a world that no longer exists.that no longer exists.””

-1932 Eric 1932 Eric HofferHoffer25

Questions?• Tom Hilgart

PartnerState Parkway Partnerstomhilgart@stateparkwaypartners.com

• Bob MosherGlobal Chief of Learning Strategy and EvangelismLearningGuide Solutionsb.mosher@learningguide.us

• Doug HarwardPresident & CEOTraining Industry, Inc.dharward@trainingindustry.com

Next Training Industry/Adobe Webinars“The Power of Diversity: Engaging a Multi-Generational Workforce”Tuesday, Aug. 5, 1 p.m. EDT/10 a.m. PDT

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More Info/Register at:

www.trainingindustry.com/webinars

Webinar materials archived at: www.trainingindustry.com/webinararchives

Thank You!Today’s Speakers:

Tom Hilgart, State Parkway Partners,

tomhilgart@stateparkwaypartners.com

Bob Mosher, LearningGuide Solutions,

b.mosher@learningguide.us

Doug Harward, Training Industry, Inc.,

dharward@trainingindustry.com

Platform Provider, Adobe Acrobat Connect Professional

All of you for attending

Questions or Comments? Please contact Tim Sosbe at tsosbe@trainingindustry.com