PRESENTATION: You teach swimming or prevent drowning?

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3/21: presentation made by Dr. Conrad Gottfredson to the OH ASTD Chapter.

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  • To make changes to the slide master:“View”“Slide Master”Create desired changes“View” “Normal”
  • grow, change, or innovate at orabove the speed of one’s own market
  • grow, change, or innovate at orabove the speed of one’s own market
  • Denis Pombriant is the managing principal of the Beagle Research Group, a CRM market research firm and consultancy. Pombriant's research concentrates on evolving product ideas and emerging companies in the sales, marketing and call center disciplines. His research is freely distributed through a blog and Web site. He is working on a book and can be reached at denis.pombriant@beagleresearch.com. http://www.crmbuyer.com/story/64878.html?wlc=1227021580
  • PRESENTATION: You teach swimming or prevent drowning?

    1. 1. You Teach Swimming or Prevent Drowning Performance Support Lunch and Learn Conrad Gottfredson Chief Learning Strategist Ontuitive c.gottfredson@ontuitive.com #PerformanceSupport @ConGott©Ontuitive® 2013 #PerformanceSupport
    2. 2. Why do we do what we do? Teach Swimming? Prevent Drowning?©Ontuitive® 2013 #PerformanceSupport
    3. 3. How might this mindset change the way yourlearning team does what it does? Prevent Drowning©Ontuitive® 2013 #PerformanceSupport
    4. 4. ©Ontuitive® 2013 #PerformanceSupport
    5. 5. ©Ontuitive® 2013 #PerformanceSupport
    6. 6. Here’s a cling test? Our organization views training Our organization views training as the primary means for as just one of the means for achieving effective on-the-job achieving effective on-the-job performance. performance. We primarily focus is developing We primarily focus is developing learning solutions. performance solutions. Training is the default solution By default, we check to see if when there is a performance effective performance can be gap. achieved without pulling people away from their work. The training arm of our The training arm of our organization views its work organization views its work through the lens of designing, through the lens of designing, producing, and implementing producing, and implementing courseware that is aligned with solutions that drive effective business needs. performance at every changing©Ontuitive® 2013 #PerformanceSupport moment.
    7. 7. So how does an organization transplant itself into a place where its workforce is independently and collectively Performing effectively at every changing moment?©Ontuitive® 2013 #PerformanceSupport
    8. 8. Put in place a performance support infrastructure Concept & On-the-Job Continuous Task Mastery Competence Improvement C O M P Leaving this to E chance extends T 58% “Time to E Competency” N 33% C 12% Y TIME TRAIN TRANSFER S U S TAI N Performance Support (PS)©Ontuitive® 2013 #PerformanceSupport
    9. 9. Performance support solves some prevailing challenges Challenge Solution • We are cramming so much into • Reduce the scope by offloading to formal learning that methodology Performance Support suffers. • Taking time away from work to • Embrace Reference-based Learning learn is costly to the organization. • There’s too much to build and • Prioritize and then build from a limited resources. single-source • The amount of training-time is • Determine critical impact of failure arbitrarily imposed©Ontuitive® 2013 #PerformanceSupport
    10. 10. Barotrauma Danger of:pneumothorax, arterial gas embolism, and mediastinal and subcutanous emphysemas Burst Lungs!
    11. 11. Chironex (Box Jellyfish) This beautiful yet deadly animal is native to Northern Australia and is also some times referred to as the marine stinger or sea wasp. It is believed to be one of the, if not the most venomous creature around. This jellyfish has tentacles which are covered in high amounts of nematocysts as well as venom. The Chironex is one of the largest jellyfish in these waters and its bell can grow to the size of a soccer ball. Each corner of the bell has 15 tentacles.The sting from a Chironex can be fatal and is extremely painful, often associated with severe effects on the victims nervous system and heart. These jellyfish are known for their ability to kill a victim within 4 minutes, faster than any snake. If stung one should apply vinegar to the sting as to prevent nematocysts which have not yet been let off. CPR may also be required shortly after the sting has taken place. It is important if stung to immediately seek medical attention. An anti-venom for the Chironex does not exist, making the importance of experienced©Ontuitive® 2013 #PerformanceSupport help a necessary.
    12. 12. Chironex (Box Jellyfish) This beautiful yet deadly animal is native to Northern Australia and is also some times referred to as the marine stinger or sea wasp. It is believed to be one of the, if not the most venomous creature around. This jellyfish has tentacles which are covered in high amounts of nematocysts as well as venom. The Chironex is one of the largest jellyfish in these waters and its bell can grow to the size of a soccer ball. Each corner of the bell has 15 tentacles. The sting from a Chironex can be fatal and is extremely painful, often associated with severe effects on the victims nervous system and heart. These jellyfish are known for their ability to kill a victim within 4 minutes, faster than any snake. If stung one should apply vinegar to the sting as to prevent nematocysts which have not yet been let off. CPR may also be required shortly after the sting has taken place. It is important if stung to immediately seek medical attention. An anti- venom for the Chironex does not exist, making the importance of experienced help a necessary.©Ontuitive® 2013 #PerformanceSupport
    13. 13. Chironex (Box Jellyfish) This beautiful yet deadly animal is native to Northern Australia and is also some times referred to as the marine stinger or sea wasp. It is believed to be one of the, if not the most venomous creature around. This jellyfish has tentacles which are covered in high amounts of nematocysts as well as venom. The Chironex is one of the largest jellyfish in these waters and its bell can grow to the size of a soccer ball. Each corner of the bell has 15 tentacles. The sting from a Chironex can be fatal and is extremely painful, often associated with severe effects on the victims nervous system and heart. These jellyfish are known for their ability to kill a victim within 4 minutes, faster than any snake. If stung one should apply vinegar to the sting as to prevent nematocysts which have not yet been let off. CPR may also be required shortly after the sting has taken place. It is important if stung to immediately seek medical attention. An anti-venom for the Chironex does not exist, making the importance©Ontuitive® 2013 #PerformanceSupport of experienced help a necessary.
    14. 14. Chironex (Box Jellyfish) This beautiful yet deadly animal is native to Northern Australia and is also some times referred to as the marine stinger or sea wasp. It is believed to be one of the, if not the most venomous creature around. This jellyfish has tentacles which are covered in high amounts of nematocysts as well as venom. The Chironex is one of the largest jellyfish in these waters and its bell can grow to the size of a soccer ball. Each corner of the bell has 15 tentacles. The sting from a Chironex can be fatal and is extremely painful, often associated with severe effects on the victims nervous system and heart. These jellyfish are known for their ability to kill a victim within 4 minutes, faster than any snake. If stung one should apply vinegar to the sting as to prevent nematocysts which have not yet been let off. CPR may also be required shortly after the sting has taken place. It is important if stung to immediately seek medical attention. An anti-venom for the Chironex does not exist, making the importance©Ontuitive® 2013 #PerformanceSupport of experienced help a necessary.
    15. 15. Chironex (Box Jellyfish) This beautiful yet deadly animal is native to Northern Australia and is also some times referred to as the marine stinger or sea wasp. It is believed to be one of the, if not the most venomous creature around. This jellyfish has tentacles which are covered in high amounts of nematocysts as well as venom. The Chironex is one of the largest jellyfish in these waters and its bell can grow to the size of a soccer ball. Each corner of the bell has 15 tentacles. The sting from a Chironex can be fatal and is extremely painful, often associated with severe effects on the victims nervous system and heart. These jellyfish are known for their ability to kill a victim within 4 minutes, faster than any snake. If stung one should apply vinegar to the sting as to prevent nematocysts which have not yet been let off. CPR may also be required shortly after the sting has taken place. It is important if stung to immediately seek medical attention. An anti-venom for the Chironex does not exist, making the importance of©Ontuitive® 2013 #PerformanceSupport experienced help a necessary.
    16. 16. Blue-Ringed Octopus This small octopus rarely grows larger than 20 centimeters and is located in shadow waters and tidal pools in tropical areas. Depending on the mood of the octopus, the blue colored rings upon it change in intensity and brightness. The attack of this tiny creature can be deadly and there is no known antidote for a bite from it. The bite itself is not too painful, but the effects of the bite are catastrophic. The octopus has a neuromuscular paralyzing venom which can cause paralysis and death within a short while. While there are occasions where if the victim is put on a respirator they can survive, getting bitten by one of these creatures is definitely one of the most dangerous things that can happen. If you come close to one of these animals in the wild, you should be sure to keep your distance and do all in your power not to disturb it. You will be gambling with your life.©Ontuitive® 2013 #PerformanceSupport
    17. 17. Blue-Ringed Octopus This small octopus rarely grows larger than 20 centimeters and is located in shadow waters and tidal pools in tropical areas. Depending on the mood of the octopus, the blue colored rings upon it change in intensity and brightness. The attack of this tiny creature can be deadly and there is no known antidote for a bite from it. The bite itself is not too painful, but the effects of the bite are catastrophic. The octopus has a neuromuscular paralyzing venom which can cause paralysis and death within a short while. While there are occasions where if the victim is put on a respirator they can survive, getting bitten by one of these creatures is definitely one of the most dangerous things that can happen. If you come close to one of these animals in the wild, you should be sure to keep your distance and do all in your power not to disturb it. You will be gambling with your life.©Ontuitive® 2013 #PerformanceSupport
    18. 18. Stone FishThis strange looking fish, despite its somewhat small size(Growing up to 12 inches) is regarded as the mostvenomous fish in existence. Its camouflaged body cankeep it perfectly hidden between rocks underwater, addingto its danger.Stonefish are located primarily within the Indo-Pacificoceans, while there are some species which live in rivers.These fish are equipped with deadly dorsal fins which arelike needles, they can secret some extremely poisonousneurotoxins. The results of a sting can be deadly if leftuntreated. Even if treated, the stings have an excruciatingpain as well as large swelling for months, it can also causethe tissues around the stung area to die.So if youre diving in an area with the Stonefish present, beon alert and be sure to examine each rock thoroughlybefore deciding to touch it. This fish definitely earns itsplace on the list of 10 most dangerous marine creatures.©Ontuitive® 2013 #PerformanceSupport
    19. 19. Stone FishThis strange looking fish, despite its somewhat small size(Growing up to 12 inches) is regarded as the mostvenomous fish in existence. Its camouflaged body cankeep it perfectly hidden between rocksunderwater, adding to its danger.Stonefish are located primarily within the Indo-Pacificoceans, while there are some species which live in rivers.These fish are equipped with deadly dorsal fins whichare like needles, they can secret some extremelypoisonous neurotoxins. The results of a sting can bedeadly if left untreated. Even if treated, the stings have anexcruciating pain as well as large swelling for months, itcan also cause the tissues around the stung area to die.So if youre diving in an area with the Stonefish present, beon alert and be sure to examine each rock thoroughlybefore deciding to touch it. This fish definitely earns itsplace on the list of 10 most dangerous marine creatures.©Ontuitive® 2013 #PerformanceSupport
    20. 20. Stone FishThis strange looking fish, despite its somewhat small size(Growing up to 12 inches) is regarded as the most venomousfish in existence. Its camouflaged body can keep it perfectlyhidden between rocks underwater, adding to its danger.Stonefish are located primarily within the Indo-Pacific oceans,while there are some species which live in rivers. These fishare equipped with deadly dorsal fins which are like needles,they can secret some extremely poisonous neurotoxins. Theresults of a sting can be deadly if left untreated. Even iftreated, the stings have an excruciating pain as well as largeswelling for months, it can also cause the tissues around thestung area to die.So if youre diving in an area with the Stonefish present, be onalert and be sure to examine each rock thoroughlybefore deciding to touch it. This fish definitely earns itsplace on the list of 10 most dangerous marine creatures.©Ontuitive® 2013 #PerformanceSupport
    21. 21. Sea Snakes These interesting marine creatures are located within the warm waters of the Indian Ocean and Pacific oceans. They resemble a cross between a land snake and that of an eel. The primary difference between a Sea Snake and an eel is the fact that a Sea Snake in fact does not have gills and needs to return to the surface for air. Sea Snakes generally reach a maximum length of between 4 and 5 feet while some species can reach lengths of up to 10 feet. Sea Snakes are not aggressive animals but due to the amount of toxicity in some of the species venom, they warrant a spot on the most dangerous marine creatures list. The Pelamis Platurus species is highly venomous and has the ability to be fatal to humans. So while attacks on humans may be rare, you dont want to go messing around with a Sea Snake.©Ontuitive® 2013 #PerformanceSupport
    22. 22. Lionfish Like the Stonefish, the lionfish is also part of the Scorpionfish family and is by far one of the most beautiful fish in the oceans. They have large, separated spines which give off a majestic aura. But dont let its good looks fool you. While a sting from a lionfish is not deadly these fish can provide a very painful attack with some powerful venom. They are found in the Caribbean and Eastern Atlantic. Divers are advised to take caution when observing these beautiful fish, and not to get too close or attempt to touch them.©Ontuitive® 2013 #PerformanceSupport
    23. 23. A Question… If our work is to enable and sustain effective performance.. Is Failure ever a Learning Option?©Ontuitive® 2013 #PerformanceSupport
    24. 24. “Genius? Nothing! Sticking to it is the genius! I’ve failed my way to success.” Thomas Edison©Ontuitive® 2013 #PerformanceSupport
    25. 25. “I’ve missed more than 9,000 shots in my career. I’ve lost almost 300 games. 26 times I’ve been trusted to take the game winning shot and missed. I’ve failed over and over and over again in my life. And that is why I succeed.” Michael Jordan©Ontuitive® 2013 #PerformanceSupport
    26. 26. How critical are the consequences of failure? 1 2 3 4 5 6 7 Insignificant/ Minimal Moderate Impact Significant Impact Catastrophic The consequences The consequences would Consequences would require Consequences cause major are negligible. not threaten successful significant commitment of problem for others and/or the No impact on performance. resources and/or lasting organization. outcome, I can The event may impact the consequences for others. Reputational impact would be readily recover. attitudes and workload of Significant client or colleague long-term No impact on others. self and or others harm with potentially Irreparable and permanent There could be some If there is reputation or permanent consequences. harm, damage or loss. decrease in workflow monetary loss, it would Adverse impact on work Compromise of professional efficiencies and/or have moderate or environment, and culture. status, reputation, and ability increase in workload. temporary harm, damage, Significant compromise to do the work or loss to the relationships, within and Long-term compromise to organization. outside the organization. relationships, within and . outside of the organization.©Ontuitive® 2013 #PerformanceSupport
    27. 27. How critical are the consequences of failure? 1 2 3 4 5 6 7 Insignificant/ Minimal Moderate Impact Significant Impact Catastrophic The consequences The consequences would Consequences would require Consequences cause major are negligible. not threaten successful significant commitment of problem for others and/or the No impact on performance. resources and/or lasting organization. outcome, I can readily The event may impact the consequences for others. Reputational impact would be recover. attitudes and workload of Significant client or colleague long-term No impact on others. self and or others harm with potentially permanent Irreparable and permanent There could be some If there is reputation or consequences. harm, damage or loss. decrease in workflow monetary loss, it would Adverse impact on work Compromise of professional efficiencies and/or have moderate or environment, and culture. status, reputation, and ability increase in workload. temporary harm, damage, Significant compromise to do the work or loss to the relationships, within and outside Long-term compromise to organization. the organization. relationships, within and . outside of the organization.©Ontuitive® 2013 #PerformanceSupport
    28. 28. Performance support solves some prevailing challenges Challenge Solution • We are cramming so much into • Reduce the scope by offloading to formal learning that methodology Performance Support suffers • Taking time away from work to • Embrace Reference-based Learning learn is costly to the organization • There’s too much to build and • Prioritize and then build from a limited resources. single-source • The amount of training-time is • Determine critical impact of failure arbitrarily imposed©Ontuitive® 2013 #PerformanceSupport
    29. 29. What does PS do for an organization? It enables effective performance— in an ever-changing work environment Concept & On-the-Job Continuous Task Mastery Competence Improvement Reference and critical skills Training Unlearn Relearn Check TIME TO COMPETENCY (Average 50% reduction in Time to Competency) TRAIN TRANSFER S U S TAI N M E N T Performance Support (PS) Infrastructure©Ontuitive® 2013 #PerformanceSupport
    30. 30. Definition of an EPSS Electronic Performance Support Systems, 1991 Orchestrated set of technology enabled services1 that provide on-demand access2 to • integrated information3, • guidance, • advice, • assistance, • training, and • tools4 Gloria Gery to enable high-level job performance5 with a minimum of support from other people6©Ontuitive® 2013 #PerformanceSupport
    31. 31. What are these? 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. Do they fit Gery’s definition?©Ontuitive® 2013 #PerformanceSupport
    32. 32. Does this? 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..©Ontuitive® 2013 #PerformanceSupport
    33. 33. Definition of an EPSS Orchestrated set of technology enabled services Workflow Help Embedded Help Smart Help Help on the Run (at the desktop) (within a software (across software (within mobile application) applications) technologies) User Generated Content – Performance Data – & Management Software Enabled Delivery Social Media—Smart Mentoring Software Enabled Authoring Software Enabled Authoring Software Enabled Brokering Software Enabled Brokering Content Repositories©Ontuitive® 2013 #PerformanceSupport
    34. 34. Definition of an EPSS 1.Orchestrated set of technology enabled services, that: 2. Provide on-demand access – Deliver only what a performer needs, anytime, wherever they are, within 2-clicks/10 seconds? 3. to Integrated information, – Intuitively offer support according to varying contextual needs of performers (e.g., by their job role, according to their workflow process, according to a specific timeline, or by location, etc.) 4. guidance, advice, assistance, training, and tools – Provide 2-click access to the specific reference, learning, and person resources a performer needs for any given task they are performing 5. to enable high-level job performance – Offer up business specific information from within software application performance support – Contextually adapt as performers move across applications. – Demonstrate a direct link to business impact (financial and strategic)? 6. with a minimum of support from other people – Facilitate performer feedback and peer support from within the PS solution.©Ontuitive® 2013 #PerformanceSupport
    35. 35. Strategic performance support Ready in 2-Clicks & 10-Seconds in the workflow and readily available at Embedded the moment of apply according to specific roles and Contextual varying access needs Just in the form needed to effectively perform Enough inside the business process©Ontuitive® 2013 #PerformanceSupport
    36. 36. The PS spectrum Where does your organization fit? Low 2 Transformational 4 1 5 Scattered InformationSupport Contextual  Haphazard Access Limited to random search Just Enough  Flat no cascading levels of support Embedded  Shallow Scavenger-hunt©Ontuitive® 2013 #PerformanceSupport
    37. 37. The PS spectrum Where does your organization fit? Marginal 1 2 Targeted Information Support Contextual  Restricted Access Metadata Search Just Enough  Limited Information oriented not performance oriented Embedded  Narrow Specialized and stands alone©Ontuitive® 2013 #PerformanceSupport
    38. 38. The PS spectrum Where does your organization fit? 2 Emerging Tangible 4 1 2 3 3 Targeted Contextual  Rapid Access Performance Support 2-clicks/10 second access Just Enough  Task-based Cascading levels of support Embedded  Deep Nested within a business process©Ontuitive® 2013 #PerformanceSupport
    39. 39. The PS spectrum Where does your organization fit? 2 Emerging Significant 1 4 2 3 3 4 Automated Contextual  Automated Access Performance Support Automatically adjusts to context Just Enough  Step-based support Driven by business rules Embedded  Deeper Nested within an application and a business process©Ontuitive® 2013 #PerformanceSupport
    40. 40. The PS spectrum Where does your organization fit? 1 2 3 Transformational 4 5 Smart Performance Support Contextual  Smart Access Observes and evolves Just Enough  Step-based Driven by business rules and behavior Embedded  Deep and Broad Integrated across applications and the broader business©Ontuitive® 2013 #PerformanceSupport
    41. 41. The PS spectrum Where does your organization fit? Low Marginal Tangible Significant Transformational 1 2 3 4 5 Low Marginal Tangible Significant Transformational Scattered Information Targeted Information Targeted Performance Automated Performance Smart Performance Support Support Support Support Support • Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access • Passive and Flat • Passive and Flat • Just-enough Task-based • Just-enough Step-based • Just-enough everywhere • Shallow • Shallow • Deep • Deeper • Deep and Broad©Ontuitive® 2013 #PerformanceSupport
    42. 42. The PS spectrum Business Benefit Low Marginal Tangible Significant Transformational 1 2 3 4 5 Scattered Targeted Targeted Automated Smart Information Support Information Support Performance Support Performance Support Performance SupportProductivity Gain Low Low-Medium High High High+Support Cost Savings Low Medium High High+ High+Process Compliance No No Medium High High+Training Cost Savings No Medium High High High+©Ontuitive® 2013 #PerformanceSupport
    43. 43. To survive, organizations today must— Learn @ the speed of change In other words, they must be able to continuously undergo new skill cycles to prepare for new competitive cycles — constantly re-tooling in order to maintain their competitiveness.©Ontuitive® 2013 #PerformanceSupport
    44. 44. Performance Support enables — An organization’s ability to grow, change, and innovate at or above the speed of its markets©Ontuitive® 2013 #PerformanceSupport
    45. 45. “Change eventually happens when the consequences of standing still look worse than the consequences of taking a chance on change… Its time for all of us to change — standing still is not an option.” ~Denis Pombriant©Ontuitive® 2013 #PerformanceSupport
    46. 46. Thanks! Next Steps & PS Resources • Join the Performance Support Community In the community you can: • Discuss your ROI challenges, and receive feedback and solutions from your peers • Read our blogs, watch past webinars, listen to podcasts • Network • Collect business case data • Find resources to share with stakeholders to increase PS buy-in Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3 • Website: www.ontuitive.com • Facebook: https://www.facebook.com/ontuitive.us • Contact: bobandcon@ontuitive.com©Ontuitive® 2013 47

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