WEBINAR: Research Principles Behind the Need for Performance Support

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As we all know, training is a well-researched and vetted learning discipline. Well-known theorists have validated the need for, design of, and delivery of training for years now. One of the more misunderstood views of performance support is that it is too new to be justified by similar bodies of work. The good news is that this is simply not true. There are a host of research backed theories supporting the need for, and design of, performance support.

In this webinar we will examine the newest and most powerful research found across the Five Moments of Need so you can better sell and position performance support within the organizations you serve.

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  • WEBINAR: Research Principles Behind the Need for Performance Support

    1. 1. Research Principles Behind the Need for Performance Support Bob Mosher Chief Learning Evangelist, Ontuitive Dr. Conrad Gottfredson Chief Learning Strategist, Ontuitive #PerformanceSupport b.mosher@ontuitive.com @bmosh ©Ontuitive® 2013 #PerformanceSupport c.gottfredson@ontuitive.com @congott
    2. 2. A fundamental reality: Real Learning Happens While People are in the Flow of their Work Context Prepare ©Ontuitive® 2013 #PerformanceSupport 1
    3. 3. Research-based principles  Encoding & Retrieval  Experiential Learning  Spaced Learning Research-based principles  Managing Cognitive Load  Adaptive Response  Automaticity ©Ontuitive® 2013 #PerformanceSupport 2
    4. 4. Encoding & retrieval Principle Activity: 1: Design for the moment of Apply Consider this: ahead of Learn New and More. Why would it be difficult for you to recite the letters of the alphabet How performers encode effects backwards by every 3rd letter? how efficiently and effectively they retrieve and translate to Enter your reason into chat action. See Hear Cognitive Load Research, Efficiency in Learning, Ruth Clarke, Frank Nguyen, John Sweller, 2006, John Wiley & Sons. ©Ontuitive® 2013 #PerformanceSupport 3
    5. 5. Encoding & retrieval Principle 2: Use Visual Mental Models to facilitate the encoding and retrieval of knowledge and skills. ©Ontuitive® 2013 #PerformanceSupport 4
    6. 6. Encoding & retrieval Activity: What would be the advantages of using this graphic as the overarching training approach? Communicate 1. 2. 3. 4. 5. 6. Contact the injured or ill employee Arrange for a case management meeting Hold a meeting Engage in and communicate about your treatment plan Document ongoing management in the employee health record Maintain connection with an employee off work (manage/supervisor) Exchange Information 1. 2. 3. 4. 5. 6. 7. Gather case information from the manager/supervisor Request Medical Documentation Provide Medical Documentation Receive Medical Documentation Document ongoing management in the employee health record Send reports Receive reports Identify a Potential Participant 1. 2. 3. 4. Identify and Report injury, illness, and/or challenges for remaining at work Identify and Refer potential participants Receive a referral Identify and respond to a non-participant Enroll an Employee 1. 2. 3. 4. Conduct a triage assessment Determine the appropriate EDMP stream Enroll an employee Make a triage report ©Ontuitive® 2013 #PerformanceSupport Assess Challenges 1. 2. 3. 4. 5. Determine “Own Job” Demands Identify barriers to returning to/staying at work Obtain medical assessment and/or treatment Identify employee limitation and restrictions Resolve wage and benefit issues Create and Implement an Initial Case Management Plan 1. 2. 3. 4. 5. 6. 7. Assemble the case team Determine and implement options to address challenges Refer to health care services Refer issue(s) to address barriers (non-medical) Complete application for benefits (Provide application packages for benefits) Refer to 3rd party insurers Refer disputes to the working group Monitor, Maintain & Support Through Program Completion 1. 2. 3. 4. 5. 6. 7. Monitor employees in the program Identify barriers to returning to/staying at work (medical and non medical) Refer to health care services Revise the case management plan Obtain medical assessment and/or treatment Helping a co-worker transition back to work Discharge an employee from the program 5
    7. 7. Experiential learning Learning is ―the process whereby knowledge is created through the transformation of experience.‖ David A. Kolb “What we learn in the way of knowledge and skill in one situation New Experience ©Ontuitive® 2013 #PerformanceSupport 6
    8. 8. Experiential learning Principle 3: Ground learning in real-life experience. Interaction with the environment is necessary for learning . ~John Dewey Testing implications of concepts in new situations Concrete experience Formation of abstract concepts and generalizations Observations and reflections The Lewinian Experiential Learning Model: Experiential Learning—Experience as The Source of Learning and Development, Prentice-Hall, Inc., 1984 http://academic.regis.edu/ed205/kolb.pdf ©Ontuitive® 2013 #PerformanceSupport 7
    9. 9. Spaced learning Principle 4: Space learning over time— rather than in one-time events. • Spaced repetition (distributed practice) is particularly beneficial if long-term retention is the goal.  Over 800 experiments demonstrated that spaced repetition increases long-term retention in individuals by 200%.  The optimal time to review information is just before the forgetting phase. ©Ontuitive® 2013 #PerformanceSupport 8
    10. 10. Managing cognitive load Principle 5: Employ reference-based Learning to free-up cognitive loadfor higher-level processing (e.g., decision making, problemsolving, innovation.) Transactive Memory (Betsey Sparrow) Memory works differently today ―We remember less through knowing information itself than by knowing where the information can be found.‖  We forget things we are confident we can immediately find elsewhere  We are better able to remember where to find something than we are at remembering the information itself. ©Ontuitive® 2013 #PerformanceSupport 9
    11. 11. Managing cognitive load Principle 6: Impose consistent structure to facilitate rapid access and transferal to performance. ©Ontuitive® 2013 #PerformanceSupport 10
    12. 12. Managing cognitive load Principle 7: Design task-based information to accommodate learner dispositions and experience level. When confronted with an unfamiliar area, serialists tackle the subject step by step, building from the known to the unknown with the simplest possible connections between the items of knowledge. Holists, on the other hand, seek an overall framework and then explore areas within it in a more less haphazard way, until they have filled in the whole. Read more: Conversational learning theory; Pask and Laurillard http://www.learningandteaching.info/learning/pask.htm#ixzz2WCtwR8s5 Under Creative Commons License: Attribution Non-Commercial No Derivatives ©Ontuitive® 2013 #PerformanceSupport 11
    13. 13. Managing cognitive load Principle 7: Design task-based information to accommodate learner dispositions and experience level. Experienced Performers • • Have prior knowledge that allows them to process larger chunks in their working memory. Efforts to reduce cognitive load for inexperienced performers can depress performance for experienced performers. Inexperienced Performers • • ©Ontuitive® 2013 #PerformanceSupport Need cognitive load kept at a low level for complex information. When procedural directions are presented visually, cognitive load becomes equivalent for easier and more complex tasks. 12
    14. 14. Managing cognitive load Example: Serialistic Experienced Quick Steps (no visuals) Quick Steps (with visuals) Inexperienced ©Ontuitive® 2013 Holistic Access to Detail at the step-level Direct access to Detailed Steps at the task level #PerformanceSupport 13
    15. 15. Adaptive Response Principle 8: Provide moment of need support designed to ensure successful adaptive performance. At the moment of Apply, any object or situation experienced by an individual is unlikely to recur in exactly the same form and context.  Performers are adaptive when they effectively respond to a reoccurring but altered situation. Successful adaptive performance increases adaptive capacity and self-efficacy thereby increasing adaptive capacity. ©Ontuitive® 2013 #PerformanceSupport 14
    16. 16. Automaticity Principle 9: Enable unlearning to relearn in the workflow Automaticity is the ability to do things without occupying the mind with the low-level details required, allowing it to become an automatic response pattern or habit.  More than 70 % of change initiatives fail.  70% of adult knowledge is fully automated.  When change strategies fail, one of the important but largely unexamined causes is the interference caused by the automated and dysfunctional cognitive behaviors that need to be changed. ©Ontuitive® 2013 #PerformanceSupport 15
    17. 17. Research-based principles  Encoding & Retrieval Principle 1: Design for the moment of Apply ahead of Learn New and More. Principle 2: Use Visual Mental Models to facilitate the encoding and retrieval of knowledge and skills.  Experiential Learning Principle 3: Ground learning in real-life experience.  Spaced Learning Principle 4: Space learning over time— rather than in one-time events. ©Ontuitive® 2013 #PerformanceSupport 16
    18. 18. Research-based principles  Managing Cognitive Load Principle 5: Employ reference-based Learning to free-up cognitive load for higher-level processing (e.g., decision making, problemsolving, innovation.) Principle 6: Impose consistent structure to facilitate rapid access and transferal to performance. Principle 7: Design task-based information to accommodate learner dispositions and experience level.  Adaptive Response Principle 8: Provide moment of need support designed to ensure successful adaptive performance.  Automaticity Principle 9: Enable unlearning to relearn in the workflow ©Ontuitive® 2013 #PerformanceSupport 17
    19. 19. 2013 PS webinar series December: Performance Support Can Save the World! Next Steps & Resources Become a member of our Performance Support Community – if you already are – invite a friend or colleague! Email us at bobandcon@ontuitive.com for an invite! In the community you can: • Discuss the current and future states of performance support in your organization • 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 ©Ontuitive® 2013 #PerformanceSupport 18

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