New Paths to Performance

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Business complexity, technology innovation and a new understanding of how we learn at work are causing the learning profession to re-think how they develop and sustain human performance and behaviour change. As a result new methods and approaches are emerging that promise to change the landscape of learning and development meeting in the coming years.

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New Paths to Performance

  1. 1. New Paths to Performance Emerging Trends in Learning and Development Tom Gram Dan PontefractGlobal Knowledge TELUS
  2. 2. Agenda New business drivers impacting learning New paths to performance Questions and discussion 1/23/2013 Page 2
  3. 3. New Business Drivers Influencing Learning New Business Drivers Engagement New Learning Fast Quality Demographics Flexible Motivating Quantity Timely Service Culture/Behaviour On demand Cost Learner driven Collaborative Speed Social Workplace Cost effective Customer Service 1/23/2013 Page 3
  4. 4. Informal LearningNew Paths to Social LearningPerformance Mobile Learning Gaming and Simulation 1/23/2013 Page 4
  5. 5. Informal Learning TExpert T T • Doing • Asking questions • Receiving feedback • Discussing • Observing • Collaborating T • Researching • Refining skills • Coaching othersNovice T Time T Formal training event
  6. 6. TELUS Definitions
  7. 7. Classrooms Are Not The Sole AnswerMichael M. Lombardo and Robert W. EichingerCenter for Creative LeadershipPrinceton UniversityThe Career Architect Development Planner 70 20 10• 70% - real life and on-the-job experiences, tasks and problem solving.• 20% - feedback and from observing and working with role models.• 10% - formal training. 7 TELUS Confidential
  8. 8. 8 TELUS Confidential
  9. 9. TELUS Learning Definitions Learning is a connected, collaborative and continuous process. Formal Informal SocialA self contained learning A learning opportunity An exchange of ideasevent, typically scheduled without ceremony, atypical or information characterized& tracked, providing a to formal learning, by friendly interaction, providingcomprehensive, logical providing guidance, supplemental understandingapproach to a topic. expertise or acumen on via personal & professional the go. networks. 9 TELUS Confidential
  10. 10. Connected Learning Connected Learning Model10 TELUS Restricted and Confidential
  11. 11. Informal LearningNew Paths to Social LearningPerformance Mobile Learning Gaming and Simulation 1/23/2013 Page 12
  12. 12. Social Learning What is it? • Leveraging social media tools for learning and performance support Tools • Blogs and micro blogs • Social networks • Wikis • Media Sharing • Discussion Why it’s important • Speed • Information dissemination • Knowledge creation • User generated content • Everyone a teacher/everyone a learner 1/23/2013 Page 13
  13. 13. 1/23/2013 Page 14
  14. 14. 4 Ways to use Social Media for Learning Supporting Collaborative Communities of Integrated in theFormal Learning Learning Practice (CoP) Workflow T TSocial Media tools Collaborative learning Structured communities Social business toolsmade available in activities are an integral used to discuss, share used in theconjunction with formal part of a formal learning and learn topics of accomplishment oflearning programs program common interest work tasks Formal Learning Informal Learning 1/23/2013 Page 15
  15. 15. TELUS & Social
  16. 16. Attending the Senior Leadership Forum this week 1/23/2013 Page 17
  17. 17. 2Live Webcast Live Buzz-blogging Habitat Videos
  18. 18. Informal LearningNew Paths to Social LearningPerformance Mobile Learning Gaming and Simulation 1/23/2013 Page 21
  19. 19. Mobile Learning What is it? • Leveraging mobile devices and media to enable remote learning and performance support Tools • Smart phones • Tablets • Laptops Why it’s important • Reach • On demand/just in time/just enough • Speed • Flexible • Social Learning access Issue • Apps or web 1/23/2013 Page 22
  20. 20. 1/23/2013 Page 23
  21. 21. Mobile Learning Digital Learning and Reference Content 1/23/2013 Page 24
  22. 22. TELUS & Mobile
  23. 23. Mobile Learning, defined At TELUS, we define Mobile Learning as “Learning through Mobile devices using Mobile features.”26 TELUS Public
  24. 24. Mobile Learning in action Scanned-released1 On-demand Time-releasedGeo-tagged smartphone 2 3 7 Incentive badges 4 27 TELUS Public 6 5
  25. 25. Informal LearningNew Paths to Social LearningPerformance Mobile Learning Gaming and Simulation 1/23/2013 Page 28
  26. 26. Learning Gamification What is it? • Applying game thinking and mechanics to achieve learning goals Types • Independent vs social games • Gaming in the learning • Gaming to reward learning Platforms: Why it’s • Badgeville Important: • Bunchball • Engagement • Big Door • Demographics • Mindtickle • Motivation • Effectiveness 1/23/2013 Page 29
  27. 27. 1/23/2013 Page 30
  28. 28. Social Game Structure Challenge Levels Point and Rewards Learning Challenges Social Competition Learning Content (Leader board) 1/23/2013 Page 31
  29. 29. Simulations What is it? • Immersing learners in simulated tasks, scenarios and problems Types: • System/process • Behavioural • Decision making Why it’s important • Real world practice • Rich feedback • Engagement • Effective 1/23/2013 Page 32
  30. 30. 1/23/2013 Page 33
  31. 31. 1/23/2013 Page 34
  32. 32. TELUS & Games
  33. 33. What is Interactive Learning Interactive Learning, as defined byLearning & Collaboration is about applying game-design thinking in non-entertainment environments to motivate change in participant behaviour. Interactive Learning = Gamification36 TELUS Confidential
  34. 34. Leadership & Games37 TELUS Confidential
  35. 35. Customer Service & Games Stations inside your store can be interacted with Customers walk around the store and must be managed Happy customers convert to paying customers Customer indicators identify the needs of the customerNew stations can bebought and upgraded inthe store 38 TELUS Confidential
  36. 36. TELUS Office TELUS Store TELUS Home Welcome to TELUSCity. My name is Rita. I’ll be your guide.Which location would you like to visit? 39 TELUS Confidential
  37. 37. 40 TELUS Confidential
  38. 38. 41 TELUS Confidential
  39. 39. 5 scenarios Welcome to Customer Quest Clients 1. Smartphones 2. Accessories 3. Cross Selling Wireless-TV 4. Defective Device 5. Optik TV42 TELUS Confidential
  40. 40. Questions/Discussion Informal Learning Social Learning Mobile Learning Gaming and Simulation
  41. 41. Thank You! tom.gram@globalknowledge.com dan.pontefract@telus.com @tomgram1 @dpontefract performancexdesign.wordpress.com danpontefract.com ca.linkedin.com/in/tomgram ca.linkedin.com/in/danpontefract 1/23/2013 Page 44

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