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How	can	L&D	support	today’s	smart	workers?
By	moving	from	Command	and	Control	
to	Enable	and	Support
1
Jane	Hart
Centre	for	Learning	&	Performance	Technologies
www.C4LPT.co.uk
1	- The	Smart	Worker	:	
recognises	she	learns	
continuously	as	she	does	
her	job
“today’s	work	environment	doesn’t	
tolerate	learners	stepping	out	of	their	
workflow	to	learn	unless	it	is	absolutely	
vital	to	do	so”		
Gottfredson,	2011
2C4LPT,	2016
C4LPT,	2016
1	- The	Smart	Worker	:	recognises	she	learns	
continuously	as	she	does	her	job
Command	&	Control Encourage	&	Engage
Learning means studying and
therefore only happens in a
classroom or in an e-learning
course delivered from our LMS
where we monitor and track it all
Anything learned outside of
company-organied training is of
no value or interest to us.
We want to help people to learn
continuously as they do their jobs
both by working collaboratively
with one another as well as by
helping them to find the
resources they need.
2	- The	Smart	Worker	:	
wants	immediate	access	
to	solutions	to	his	
performance	problems
“People	don’t	want	to	study	a	
problem	they	want	to	solve	it.”	
4C4LPT,	2016
C4LPT,	2016
2	- The	Smart	Worker	:	wants	immediate	access	to	
solutions	to	his	performance	problems
Command	&	Control Encourage	&	Engage
Performance problems can only be
solved by company-organised
training solutions or company
designed job aids
The only valid solutions to
performance problems are those
created/delivered by L&D.
We ban access to social media - just
to make sure people don’t try and do
things themselves.
We realise we can’t create
everything people need and don’t
want to reinvent the wheel …
so we prefer to help people
develop the skills to find useful,
trustworthy resources on the
Social Web.
3	- The	Smart	Worker	:	is	happy	to	share	what
she	knows
6C4LPT,	2016
C4LPT, 2016
3	- The	Smart	Worker	:	is	happy	to	share	what
she	knows
Command	&	Control Encourage	&	Engage
We	can’t	let	people	create	content	and	
share	things	- it	might	include	incorrect	
information	 or	they	might	abuse	the	
system
We	can’t	possibly	create	everything	
people	need	to	do	their	jobs,	so	we	
tap	into	this	growing	phenomenon	 of	
sharing.	
We	can	help	by	enabling	and	
supporting	 people	to	do	this	for	
themselves.
Any	content	that	is	created	is	
moderated	by	the	group	 – not	by	us.
4	- The	Smart	Worker	:	relies	on	a	trusted	network	of	
friends	and	colleagues
8C4LPT,	2016
“I’ve	learned	more	in	the	last	few	
weeks	by	monitoring	this	
community	than	I	have	in	the	
past	year	in	class…..	It’s	an	
amazing	group	– I	have	seen	
discussions	on	questions	I	hadn’t	
thought	about	and	received	
pointers	towards	great	articles.”
9C4LPT,	2016
C4LPT, 2016
Command	&	Control Encourage	&	Engage
Public	social	networking	 sites	have	no	
value,	they	are	time-wasters,	so	are	
banned.
We	will	set	up	an	internal	social	network	
so	that	we	can	track	all	the	activity	that	
takes	place	and	make	sure	people	are	
contributing	 the	right	stuff	and	learning	
from	it.
We	will	help	people	to	build	their	
own	Personal	Knowledge	Networks	
on	social	networking	 sites.
We	will	help	groups	and	teams	set	up	
internal	spaces	so	that	they	can	
support	one	another
4	- The	Smart	Worker	:	relies	on	a	trusted	network	
of	friends	and	colleagues
5	- The	Smart	Worker	:	
learns	best	with	and	from	others
11C4LPT,	2016
C4LPT, 2016
Command	&	Control Encourage	&	Engage
We	will	add	“social”	into	the	training	
blend.
We	will	implement	a	social	LMS	where	
we	can	ensure	everyone	contributes	and	
make	sure	everyone	as	they	should.
Only	L&D	can	create	learning	
communities.
We	cannot	force/enforce	social;	we	
can	only	help	to	provide	a	framework	
for	conversations	and	discussions	to	
take	place
Social	learning	doesn’t	just	take	place	
in	formal	courses,	so	we	encourage	
anyone	to	set	up	social	groups	on	the	
organisation’s	collaboration	and	
networking	platform.
5	- The	Smart	Worker	:	learns	best	with	and	from	
others
6	- The	Smart	Worker	:	keeps	up	to	date	
with	his	industry	and	profession
13C4LPT,	2016
C4LPT, 2016
Command	&	Control Encourage	&	Engage
Only	professionally-organised	 CPD	
programmes	are	valid.
We	will	allow	people	to	attend	one	
professional	conference	a	year.		We	may	
pay	for	some	industry	magazines.
All	internal	communications	will	come	
from	us.
We	will	help	people	with	their	
Personal	Knowledge	Management	
(PKM):	to	find	useful	blogs	and	other	
resources,	as	well	as	set	up	filters	to	
deal	with	information	 overload,	etc
We	encourage	the	curation	of	content	
for	dissemination,
We	encourage	sharing	of	knowledge	
in	other	ways.
6	- The	Smart	Worker	:	keeps	up	to	date	with	his	
industry	and	profession
7	- The	Smart	Worker	:	
constantly	strives	to	
improve	her	productivity
15C4LPT,	2016
C4LPT, 2016
Command	&	Control Encourage	&	Engage
Only	company	network	systems,	tools	
and	devices	are	to	be	used.
We	train	people	how	to	use	these	
systems	effectively	and	efficiently.
We	encourage	the	use	of	personal	
tools	and	devices
We	can	help	with	workflow	audits	to	
identify	new	tools	and	devices	that	
will	aid	personal	productivity
7	- The	Smart	Worker	:	constantly	strives	to	
improve	her	productivity
"Human	beings	have	an	innate	drive	to	be	
autonomous,	self-determined	and	connected	
to	one	another.
The	opposite	of	autonomy	is	control. And	
since	they	sit	at	different	poles	of	the	
behavioural	compass,	they	point	us	to	
different	destinations. Control	leads	to	
compliance;	autonomy	leads	to	engagement
A	sense	of	autonomy	has	a	powerful	effect	on	
individual	performance	and	attitude.“		
8	- The	Smart	Worker	:	
thrives	on	autonomy
17C4LPT,	2016
C4LPT, 2016
Command	&	Control Encourage	&	Engage
No	way!	We	can’t	let	people	be	in	charge	
of	their	own	learning;	how	do	we	know	
they	are	learning	the	right	things.
People	need	to	be	trained	to	do	their	
jobs,	and	we	need	to	keep	track	of	it	to	
make	sure	it	is	happening in	our	LMS.
Learning	is	a	means	to	an	end.		The	
end	is	performance.	 All	that	matters	
is	that	can	they	do	their	job	- or	do	it	
better.
If	they	are	self-reliant	individuas,	we	
just	get	out	of	their	way	- and	help	
them	if	they	ask	for	it.	
Our	aim	is	to	help	others	become	self-
reliant	– smart	workers	- too.
8	- The	Smart	Worker	:	thrives	on	autonomy
Come	and	join	the	next	L&D	Challenge
to	rethink	your	approach	in	your	organisation
ModernWorkplaceLearning.com/ld-challenge/

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