1. Communications
in the
context of Corporate
Performance Improvement
Initiatives
Barry Coltham
Consulting Business Director, Achievement Awards Group

2. AAGroup Performance System
This diagram is an adaptation of the Human Performance Technology (HPT) Model and outlines the process for implementing a Performance
Improvement Program through four principle phases: Research & Analysis, Design,
Implementation, and Evaluation.

3. Skinner’s ABC model
REWARDS &
Acknowledgement: B F Skinner, Operant Conditioning Model
RECOGNITION

4. Reward & Recognition –> Return on Investment
Reward & Recognition Employee Satisfaction (ESI)
Employee Satisfaction Employee Engagement
Employee Engagement Productivity & Quality
Productivity & Quality Customer Satisfaction (CSI)
Customer Satisfaction Customer Loyalty
Customer Loyalty Business Results

5. Aligning Recognition systems

6. Human Performance Improvement System
Once we have clearly defined your needs we design a customised solution
incorporating the 7 systems identified in the model

7. Communications
in the context of Corporate Performance Improvement Initiatives
Roger Ingarfield
Creative Director, Achievement Awards Group

8. 10 Radio ads
8 Billboards
40 emails
10 Meeting requests
20 Banner ads
4 Facebook posts
20 tweets
10 BBM’s
15 Magazine ads
8 billboards
10 Radio ads
15 Television ads

9. 10 Radio ads
8 Billboards
40 emails
10 Meeting requests
20 Banner ads
4 Facebook posts
20 tweets
10 BBM’s
15 Magazine ads
8 billboards
10 Radio ads
15 Television ads

10. 10 Radio ads
8 Billboards
40 emails
1.
10 Meeting requests In-built
20 Banner ads message
filtration
4 Facebook posts system -
20 tweets ‘Spam
Filters’
10 BBM’s
15 Magazine ads 2.
Continuous
8 billboards Partial
Attention
10 Radio ads
15 Television ads

11. How do we communicate with her
?

12. …through
engagement

13. Trends in Communications
Linear (the past) example; a
letter, email, text message,
lecture.
Message Receiver
Sender decodes
encodes

14. Trends in Communications
Interactive Model (the present)-
.
Sender Receiver
Message
encodes decodes
Receiver Feedback Sender
decodes encodes

15. Trends in Communications
Transactional Model (the future) –
Communicator Message Communicator
(Sends and receives) (Sends and receives)

16. The Transactional Web Platform
Publisher
Web Page
Contributors

17. Media selection matches participant profile
Engagement

18. Case Study: Retail Channel
Recognition & Engagement via Peer to Peer communication
Focus:
• To implement new processes for
conversion of Sales & Ordering methods.
• Job Role Change – Field Rep
Relationship Manager to Sales person.

19. Case Study 2: Retail Channel
Change Management process - Results
South Africa achieved orders > 80% in first month
• In comparison
• Overseas Brazil, Canada, New Zealand
• only achieved 70% in 3 months
• Same change initiatives projects…
The Difference?
• Employee Engagement & Recognition Program
• Peer to Peer Communication

20. Case Study: Retail Channel
Social Network Engagement Tool – Peer Recognition & Communication
Soft results (Anecdotal)
• Community Feeling – online social
network
• Peer to Peer Learning – on line
• Great engagement
• Trend Identification – Strategy input
Field Reps in Action

21. Thank you
Roger Ingarfield
Creative Director, Achievement Awards Group