How to Create aCompetency-Based Training Program
Definition of Competency-Based TrainingHow to Implement Competency- Based Training How to Utilize Needs and Performance AnalysisIdentifying and Establishing Core Competencies Identifying Performance GapsCompetency Mapping to Create IDP’s
Traditional Training (Educational) Model • Based on model from schools & universities • Appointment-Based • Trainer Focused
What is Competency-Based Training (CBT)? • Skills – tasks, knowledge and attitude • Platform for learning and organizational development • Focus on traits and skills needed to meet strategic objectives
Key Characteristics of CBT Programs • Competencies aligned to strategic goals • Knowledge to support performance • Training designed to affect behaviors tied to competencies • Success = achievement of specified competencies • Pre-assessment • Self-paced
Advantages of CBT Programs • Focus on success of each learner • Learner confidence grows as they achieve mastery levels • Time is used efficiently
Core Skills DevelopmentNeeds Analysis Competencies Assessment of an IDP CBT – Implementation Process
Step 1: Needs Analysis How do specific teams support achievement of organizational goals? How do individuals support achievement of department or team goals? What is the organization trying to achieve?
Step 2:Competencies• What characteristics & capabilities are critical to the success of your organization’s overall mission & goals?• For departments, groups and teams?• What are the common traits and strengths of top performers?
Collecting Skill Gap Data• Interview managers & employees• Interview top performers• Questionnaires / Surveys• Historical data
Step 4:Individual Development Plans Needs Gaps Development activities
Integrating with Talent Management Recruiting/ Hiring Core Compensation Development Competencies Assessment/ Promotion
Competency Mapping to Create IDP’s Competency mapping provides a broad view of an employee’s individual strengths & weaknesses, as it relates to their personal career development, as well as organizational efficiency, and bottom-line results.
Sample Service Skills Assessment • Auto generated by LMS • Based on Job Role • Assigned to Peers, Managers & Subordinates
Sample Service Gap Analysis • Lists Competency Ratings • Identifies above and below standard ratings • Links to development activities • Basis for IDP
Individual Development Plans (IDPs) • Nurture individual strengths • Target specific skill gaps & challenges • Track & monitor individual progress Specific courses & development activities
Sample Customer Service Competencies Relationship Building Concern for Quality Achieving Results Developing Others Initiative CommunicationFlexibility Inspire Trust & Confidence Decision Making Team Work Service Orientation
Sample Customer Service Competencies Relationship BuildingConcern for Quality Achieving Results Developing Others Initiative CommunicationFlexibility Inspire Trust & Confidence Decision Making Team Work Service Orientation
Service Competencies - Curriculum Behaviors: • Organize and expressCommunication ideas clearly orally and in writing. • Keep managers and others informed of the status of projects and activities Courses: 1. Organize to Remember 2. Communicate to Increase Understanding
Service Competencies - Curriculum Behaviors: • Follows procedures toConcern for ensure quality output. Quality • Encourages people to maintain high standards of quality and thoroughness. Courses: 1. Continual Quality Improvement 2. Quality Focused Management
Service Competencies - Curriculum Behaviors: • Responds to Service customer requestsOrientation in a timely manner. • Proactively identifies customer needs. Courses: 1. Excelling at Customer Service Simulation 2. The Voice of the Customer
Sample Leadership Competencies Relationship Building Building Commitment Achieving Results Developing Others Managing Performance CommunicationStrategic Thinking Inspire Trust & Confidence Decision Making Influencing Others Purpose, Principles & Values
Sample Leadership Competencies Relationship Building Building Commitment Achieving Results Developing Managing Performance Others CommunicationStrategic Thinking Inspire Trust & Confidence Decision Making Influencing Others Purpose, Principles & Values
Leadership - Curriculum Behaviors: • Sees connectionsStrategic among diverseThinking sources. • Turns strategy into action. Courses: 1. Systems Thinking and Models 2. Planning and Implementing a Business Strategy
Leadership - Curriculum Behaviors: • Communicates Managing expectations toPerformance diverse workforce. • Motivates employees. Courses: 1. Communication Vision 2. Managing Cross Generational Teams
Leadership - Curriculum Behaviors: • UnderstandsInfluencing employee motivations Others and needs. • Leads by example and does not micromanage. Courses: 1. Building Influence as a Leader 2. Leadership & Emotional Intelligence
Job FamilyCustomer Services Job Role Manager Recommended Content • Book: Planning for Tomorrow Competency • Course: Key ElementsGoal Attainment of a Sound Plan • Simulation: Planning for Results Key Behavior Planning
Competency-Based Training differs from Traditional Training Methods 1. Identify Organizational Goals/Training Needs 2. Establish Core Competencies 3. Assess Current Ability 4. Identify Gaps 5. Assign Development Activities 6. Post-Assessmentwww.bizlibrary.com
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