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Lars Hyland – What's stopping performance support?
 

Lars Hyland – What's stopping performance support?

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Lars Hyland presented at the eLearning Network's Christmas event on 5th December on the topic 'What's stopping performance support?'. Lars looked at the main barriers to performance support, along ...

Lars Hyland presented at the eLearning Network's Christmas event on 5th December on the topic 'What's stopping performance support?'. Lars looked at the main barriers to performance support, along with potential future developments in learning technologies and how these may come in useful for performance support.

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  • Often people don’t need formal training and can learn on the job, and in those cases where formal training is needed, there is still a need for support when making the move from the classroom or the training session to putting what has been learnt into practice in the workplace
  • In these tough economic times, a powerful way for learning and development to ensure their place at the top table of their organisation is to offer convincing evidence that training programmes are delivering behavioural change and that the behavioural change correlates with positive organisational impact such as cost savings or increased sales – what the Kirkpatrick partners refer to as the ‘chain of evidence’. But too many training departments don’t undertake level 3 and 4 evaluation, and those that do often find that training, which may be very successful in itself, isn’t being applied back in the workplace, often because of lack of support.In a March 2011 survey conducted by ESI International, more than 3,000 government and commercial training-related managers assessed three key phases in the application and transfer of learning: pre-training strategies, post-training reinforcement, and rewards or incentives used to motivate employees. Overall, the study found several weak areas in the on-the-job application of learning, including manager support, trainee preparation, incentives, and an overall formal design and measurement process. Sixty percent of those surveyed did not have a systematic approach to preparing a trainee to transfer, or apply, learning on the job. Nearly 60 percent stated the “possibility of more responsibility,” followed closely by an impact on their HR/performance review, as specific trainee motivators. Only 20 percent indicated financial rewards or other incentives as motivators. Sixty-three percent said managers formally endorse the program, while only 23 percent of managers hold more formal pre- and post-training discussions. The study revealed striking contradictions regarding how well organizations think they transfer learning and the proof required to back up their estimate of on-the-job application. While two-thirds of respondents estimated they apply more than 25 percent of training knowledge on the job, nearly 60 percent admitted the primary method for proving or measuring this estimate is either anecdotal feedback or “simply a guess.” Organizations often fail to establish success criteria or identify expectations for learning engagements. This is a key pre-training strategy to measure trainee performance against agreed upon standards. When it comes to post-learning tools and programs, survey responses show employees leveraging an expanding array of tactics to recall information, including post-course discussions with a manager or team leader, on-the-job tools, informal support through social networks or online forums, and communities such as peer groups. In order to facilitate the transfer of learning, trainees must have the time, resources and responsibility to apply learning; trainees must have manager support; and the instruction approach must simulate the actual work environment
  • Spaced learning + spaced practice
  • And another thing that we can be doing as learning and development teams where software isn’t involved, we can be developing custom performance support portals.
  • And another thing that we can be doing as learning and development teams is integrating our resources directly into existing software.
  • So one of the things we can be doing as learning and development teams is to commission and create learning resources as well as, or instead of full-scale courses. Let me show you some examples.
  • Many different types of resourcesHere are just a few
  • How many times do you reach for a mobile of tablet device to check something that previously you would have argued about – you say – I will google it – you use a 70 type approach
  • So hopefully that has given you some food for thought about what you could be doing today, but I would also like to take a moment to talk about what you could be doing tomorrow.
  • A lot of the performance support we have been looking at is pull-based – that is to say that it relies on the user searching for support at the moment of need, but we are excited by the future of performance support – which can be contextual and push based – it can anticipate the moment of need, or prompt learners as they go about their tasks.Mobile devices can pop related up reminders based on GPS or your calendar.
  • As do thenew generation of smart watches which have been garnering recent media attention.
  • Devices such as Google glasses surely have huge potential to be used for performance support
  • And the new Tin Can standard has the potential to power this type of initiative, by helping track what others have found useful at this point, or what you yourself have done in the past.

Lars Hyland – What's stopping performance support? Lars Hyland – What's stopping performance support? Presentation Transcript

  • What’s stopping Performance Support? Lars Hyland Head of Consulting Services @epictalk For all the latest news, insight and resources follow us on twitter @epictalk
  • We learn by doing
  • Transfer We have to apply what we learn in training when we are back in the workplace @epictalk @larshyland to follow the event on Twitter, use the hashtag #LNperformance
  • Forgetting curve 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% Day @epictalk @larshyland Week Month 6 Year Months to follow the event on Twitter, use the hashtag #LNperformance
  • Propping up the forgetting curve 100% 90% 80% 70% 60% 50% 40% 30% 20% 10% 0% 0 @epictalk @larshyland Day Week Month 6 Months to follow the event on Twitter, use the hashtag #LNperformance Year
  • How can technology support performance? @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Solution: make it multi-device @epictalk
  • Solution: personalise it @epictalk
  • Solution: offer practice opportunities @epictalk
  • Solution: make it visual and memorable @epictalk
  • Motivation: harness the power of storytelling @epictalk
  • Motivation: harness the power of games @epictalk
  • Triggers: use mobile technology to situate learning @epictalk
  • Triggers: use mobile technology to trigger action @epictalk @towardsmaturity #LNinduction For all the latest news about the event follow us on twitter @epictalk and use the hashtag
  • “I am a fast-response paramedic in London who was called to a category one call at a school. A student with this app used it to revive the patient. If this app was not out there, then there would be one less person in the world.” #mRealDeal
  • Encourage social interaction Discussion @epictalk Polls Action
  • Custom portals @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Embedded into existing software @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Design resources to be useful! @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Types of resources Diagnostic tools Quick reference Job aids How to guides @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Search @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • What next?
  • Context – AI – Active Feedback Next appointment: Mike Meeting checklist Flights Negotiation: Top tips @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Wearable support @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Google glasses slide Augmented reality systems @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • More powerful feedback data @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • 1 2 3 Integrate Filter Represent At time of need Explicit Whenever Language simplification In the right place Task support Task processing @epictalk @larshyland Easy to understand Not too much For all the latest news, insight and resources follow us on twitter Metaphor
  • So what stops performance support? @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • What stops performance support? Barrier Solutions ideas Finding what you need when you need it! No context provided Resources poorly written / presented Connectivity, lack of bandwidth Fear of social networks @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • What stops performance support? Barrier Solution ideas Finding what you need when you need it! Enterprise Search facility Tagging process Ask peers, capture answers No context provided Embed in workflow Location aware Resources poorly written / presented Set design standards / templates Use appropriate mix of media Connectivity, lack of bandwidth Offline apps and synching usage Caching facility Fear of social networks Adopt enterprise social tools Review security policies @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • What stops performance support? Barrier Solution ideas Staff lack skills to validate available suitable resources Staff lack communication skills to create quality material for others to follow Silo structures within organisation prevent an integrated approach. No ownership of collaborative support @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • What stops performance support? Barrier Solution ideas Staff lack skills to validate available suitable resources Critical analysis skills training Collective rating methods Build trust using smart moderation Staff lack communication skills to create quality material for others to follow Provide guidelines/standards Adopt simple templates/tools Offer editorial service Silo structures within organisation prevent an integrated approach. Build stakeholder relationships Bring business reps into L & D roles Demonstrate business case No ownership of collaborative support Bring together L & D, Internal communications and business stakeholders to align activities. @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • How to DRIVE performance D Decide strategy R I Reach out to Identify methods stakeholders Video Does it supplement existing training? Contact IT Team Can it replace or partially replace existing training? Seek out senior Sponsors Liaise with Line Managers @epictalk @larshyland Validate your solution Checklists Should you pilot? Decision aids Will it embed new behaviours? V Delivered via portals Embedded into software Mobile delivery Choose a group of users and gather feedback. Use your findings to adapt before you roll out the solution. For all the latest news, insight and resources follow us on twitter E Engage your users Have you got a marketing strategy in place? Can your resources act as marketing collateral? Will people know how to find and use the resources?
  • So what stops performance support? List the barriers you have experienced in your organisation. What can be done to overcome these? @epictalk @larshyland For all the latest news, insight and resources follow us on twitter
  • Discussion
  • Thank you lhyland@epiclearninggroup.com @larshyland