Creating a Competency-Based Training Program

What is Competency-based training? Key Characteristics Advantages and Disadvantages 4 Steps to Implement in Your Organization Sample Competency MapsWHAT WE’LL COVER TODAY:

COMPETENCY-BASED TRAININGLearner focusedAbility to do vs. knowing howSkills, knowledge or behaviorsTied to strategic objectives

KEY CHARACTERISTICS:• Clearly defined path through development process• Delivery & content designed to support successful performance• Blended resources and support materials to maximize effectiveness• Self-paced and learner focused• Mastery of knowledge or skills

COMMON CRITICISMS OF CBTRigid and narrowToo much emphasis on behaviorFail to adequately incorporateinformal and social learningTrainer capabilities

AVOID THE PITFALLS AND LEVERAGE THEADVANTAGES!Reverse engineer the contentStart with organizationalDesign & deliver to employees

ADVANTAGES OF A CBT PROGRAMSuccess and job performanceMotivation and confidenceEfficiency and effectiveness

IMPLEMENTING CBT:1. Begin with the end in mind2. Identify core competencies needed to reach organizational objectives3. Establish job role standards4. Assess each employee’s current level in comparison to desired level5. Identify performance gaps6. Develop Individual Development Plans (IDPs)7. Assess performance after IDP

Individual Establish Identify Skill Needs Analysis Development Competencies Gaps PlansIMPLEMENTATION PROCESS

STEP 1. NEEDS ANALYSISGet a broader pictureEstablish benchmarksPerformance indicators

STEP 2. ESTABLISH COMPETENCIESSpecific skills and key behaviorsOrganizational strategiesCommon traits and strengths oftop performers

STEP 3. IDENTIFTY SKILL GAPSDifference between desired and actual levelsMay vary depending on job roles

STEP 4. INDIVIDUAL DEVELOPMENT PLANSTarget performance gapsBehavior changes

Integrating with TalentManagement Recruiting/ Hiring Core Compensation Development Competencies Assessment/ Promotion

Sample Service Skills AssessmentCore CompetencyKey BehaviorsAutomatically generated based on employee’s job role, competencies and standards assigned to that role.

Sample Service Gap Analysis Overall rating Core Competency Development activities Variance from standardDevelopment activities are assigned based on variance from the job role standard and form the basis for the IDP.

Individual Development Plans Development ActivitiesIDP’s target specific gaps and challenges of each employee.

SAMPLE CUSTOMER SERVICE COMPENTENCIESOrganizational Goal:Increase customer retention by 15%Strategies and Action Plans:• Increase customer service skills• Target all customer-facing employees, their managers and executives of the organization

SAMPLE CUSTOMER SERVICE COMPENTENCIESCore Competencies:• Concern for quality• Developing others• Flexibility• Decision making• Team work• Relationship building• Achieving results• Initiative• Communication• Inspire trust and confidence• Service orientation1. Concern for quality2. Communication3. Service Orientation

CUSTOMER SERVICE COMPETENCIES Competency: Communication Key Behaviors: • Organize and express ideas clearly orally and in writing. • Keep managers and others informed of the status of projects and activities Development Activities: • Organize to Remember • Communicate to Increase Understanding

CUSTOMER SERVICE COMPETENCIES Competency: Concern for Quality Key Behaviors: • Follows procedures to ensure quality output. • Encourages people to maintain high standards of quality and thoroughness. Development Activities: • Continual Quality Improvement • Quality Focused Management • Standards of Procedure Guide

CUSTOMER SERVICE COMPETENCIES Competency: Service Orientation Key Behaviors: • Responds to customer requests in a timely manner. • Proactively identifies customer needs. Development Activities: • Excelling at Customer Service Simulation • The Voice of the Customer

SAMPLE LEADERSHIP COMPETENCIESCore Competencies:• Building commitment• Developing others• Strategic thinking• Decision making• Influencing others• Relationship building• Achieving results• Managing performance• Communication• Inspire trust and confidence• Purpose, principles and vision1. Strategic Thinking2. Managing Performance3. Influencing Others

SAMPLE LEADERSHIP COMPETENCIES Competency: Strategic Thinking Key Behaviors: • Sees connections among diverse sources. • Turns strategy into action. Development Activities: • Systems Thinking and Models • Planning and Implementing a Business Strategy

SAMPLE LEADERSHIP COMPETENCIES Competency: Managing Performance Key Behaviors: • Communicates expectations to diverse workforce. • Motivates employees. Development Activities: • Communication Vision • Managing Cross Generational Teams

SAMPLE LEADERSHIP COMPETENCIES Competency: Influencing Others Key Behaviors: • Understands employee motivations and needs. • Leads by example and does not micromanage. Development Activities: • How to Win Friends and Influence People • Building Influence as a Leader

Sample Competency – Course Map

Job FamilyCustomer Service Job Role Manager CompetencyGoal Attainment Key Behavior Planning

1. Needs analysis 2. Establish competencies 3. Identify skills gaps 4. Develop individual development plans4 KEY STEPS FOR COMPETENCY-BASED TRAINING

Some online resources to get started:Streaming Videos:• Gaining Commitment: Setting Performance Objectives That Work• Using Competencies Successfully: Communicating the Way We Want People to WorkE-learning Courses:• About 360-Degree Performance Feedback• Elements of a 360-Degree Performance Review• Delivering 360-Degree Performance Feedback• 360-Degree Performance Appraisal SimulationE-books:• Optimizing Talent: What Every Leader and Manager Needs to Know to Sustain the Ultimate Workforce• How to Manage Training: Facilitating Workplace Learning for High PerformanceCompetency/Course Maps:• DDI Model• Lominger Model• Coveys 7 Habits• Universal Competency Tool

For Additional Info. Chris Osbornwww.bizlibrary.com cosborn@bizlibrary.com 888.432.3077 888.432.3077 ext. 144 Thank you!

Creating a Competency-Based Training Program

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