Change the behavior change the business

point of view
Change the Behavior,
Change the Business:
How to Optimize Behavior Change
for Business Impact

Authored by
Steve Barry and Elizabeth Griep

When Dilbert® comics pinpoint a business challenge, it’s officially part of the zeitgeist. In a recent strip, Dilbert said to
his boss after a meeting: “All I could get was fake buy-in.” The Boss replied: “That’s the only kind there is.”
This strip highlighted the ‘change malaise’ rampant in organizations, where employees have grown weary of change
initiatives. Consider these statistics from a 2011 study by the Economist Intelligence Unit (EIU)1
„„ 77% of organizations had launched more than 2 change initiatives over the prior 12 months, with 73% projecting
another 2 or more initiatives over the following 12 months
„„ 24% of organizations projected 5 or more change initiatives
„„ 47% increased, or significantly increased, resources for significant change initiatives
Increased resources and time spent on change are fine if they yield results. But that’s the problem: most respondents
felt that no greater than 50% of their change initiatives were successful. This is just the latest in a long line of studies
with similar findings.
What does this mean to businesses? Consider this quote from The Execution Premium2:

“Strategic initiatives represent the force that accelerates an organizational mass into action,
overcoming inertia and resistance to change.”

Strategies designed to boost revenue, reduce costs, and regain market share will shrivel in the face of strong
organizational inertia if strategic change initiatives are unable to gain traction.
What is causing the problem?
Although the EIU’s statistics are not surprising, one statistic stands out.
When asked, “What is the most important measure in determining whether a change initiative has been successful in
your organization?,” the top response was not a hard metric like ‘increased profitability’ or ‘customer satisfaction.’
The most important measure in determining the success of a change initiative was “Behavior change in the
organization.”
There it is. If you want to achieve strategic change, your number one priority is behavior change. For example, if you
need to boost net income by increasing products per household, your salespeople likely need to make two fundamental
behavior shifts: increasing collaboration between lines of business, and building customer relationships instead of
selling products. By applying a systemic approach to changing these behaviors across thousands of employees, we
have seen clients reap significant results—to the tune of tripling sales of complex products, and double-digit spikes
in their customer engagement index. But 63% of respondents to our recent survey3 report a lack of effectiveness at
sustaining behavior change. Why does behavior change (and its star-crossed partner, strategic change) fail so often?

point of view

Why current solutions fall short
For many corporate learning systems, the distribution of investment does not align with where business impact is
derived. Take the results from our May 2012 survey of 223 business professionals4. We asked survey respondents
(mostly Directors of Talent, OD, HR) to estimate their investment allocation across the three main phases of a learning
solution (Align/Equip/Sustain). The overwhelming majority of respondents invest their time and energy almost exclusively
in formal learning “events” in the middle of a learning process—the “Equip” phase. By contrast, Align (aligning
stakeholders in importance of, and their role in, behavior change) and Sustain (applying tools, metrics, and supports to
make learning ‘stick’) phases are ignored.

When we then asked respondents to estimate the impact from each of the three phases of a learning system, the results
were startlingly different from the investment allocation: Align and Sustain phases were far more impactful than Equip.

These data support Robert Brinkerhoff’s 40/20/40 rule5: Aligning and Sustaining make a much greater impact on learning
than does simply equipping learners with skills to make a change.

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Even more striking are the differences between survey respondents who were “highly effective” at sustaining behavior
change, as compared with those who were “somewhat effective” or “not at all effective” (groups we dub ‘leaders’ and
‘laggards’):

One key lesson jumps off the page: The most effective sustainers of behavior change invest their time and
resources where the impact is.
The solution
In addition to Robert O Brinkerhoff (High Impact Learning), many researchers [Chip Heath and Dan Heath (Switch), Daniel
H. Pink (Drive), and Forum (Principles of Workplace Learning)] recommend focusing on and investing in the aligning and
sustaining stages of learning, in order to effect behavior changes that drive performance improvement.
Behavior change that drives business change requires more than a training solution. It requires a carefully architected
system in which each piece contributes to the whole.

To Improve Your Focus on Aligning To Improve Your Focus on Sustaining
Learners are more motivated, engaged, and prepared Learning will more likely “stick” and
to change their behaviors if you can answer “yes” to translate to improved performance if you can answer
the following: “yes” to the following:
„„ Do learners see the connection between business „„ Have you made it clear to learners and their man-
goals, individual performance, and learning agers that the learning process continues on after
opportunities? the formal learning event is over?
„„ Are learners clear about the reasons for the learn- „„ Have you put processes, tools, metrics, and sup-
ing initiative: the learning path and its destination? ports in place to help learners get on the path to
mastery—and stay on it?
„„ Are you appealing to learners’ rational and emo-
tional sides in your communications? „„ Can learners access examples, practice opportuni-
ties, and coaches that can help them in the mid- to
„„ Can learners identify opportunities to apply learn-
long-term?
ing to real situations?
„„ Do you leverage communication and measurement „„ Have you put rewards and recognitions in place to
help reinforce new behaviors and motivate people
plans to provide feedback and support to learners
to change?
over time?
„„ Does the learning initiative have strong, visible „„ Have you put appropriate communication and
measurement plans in place to provide ongoing
support from management?
feedback on successes, progress, and results?

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point of view
Before the Learning: Aligning stakeholders and creating a measurement strategy
Sustaining behavior change starts long before there is anything to sustain. First, senior stakeholders must agree on
which behaviors will drive execution of their strategy, and how those behaviors will be measured.
The importance of this step cannot be overstated.
In our survey data, “Lack of management
commitment” is the chief reason why behavior
change is not sustained. This is particularly true
for our ‘laggards.’
Laggards’ comments provide further insight into
this challenge:
„„ “Executive level politics and turf war”
„„ “Lack of clarity around roles and
responsibilities”
„„ “Lack of prioritization, too many initiatives to
effect change”
With so many strong opinions and agendas,
it is critical to get the right people in on one
conversation: executive sponsors, business
leaders, subject-matter experts, core team
members, people playing analytics roles, and
people representing marketing, finance, and strategy
functions. This meeting, which we call an Impact Two examples of Measurement Breakthroughs
Workshop, catalyzes the measurement strategy—and „„ Financial Services Organization. This client company had
commitment. a passion for measuring sales-cycle time. But the Impact
Workshop brought to light several things not previously
The Impact Workshop provides the team with a considered: lessons learned in other parts of the organization
concrete plan of action for measuring behavior related to cycle-time challenges, variability of cycle time
change, including key metrics, how they will be across products, and practical challenges of tracking cycle
tracked and by whom, and how the results will be time in a customer relationship management (CRM) system.
reported back to stakeholders. The benefits of Company leaders ultimately chose to eschew measurement
this approach are many: the measurement and of sales-cycle time in favor of focusing on three specific
sustainment strategy is grounded in reality, the quantitative metrics for the sales learning initiative: precise
items on the company’s customer engagement survey,
strategy is viewed as credible, and clear roles and
number of new relationships and the pace at which they
responsibilities helps the team move quickly and progress, and revenue-per-relationship growth over time.
efficiently from talk to action. (See Side Bar, Two Not only could these metrics be linked to sales organization
Examples of Measurement Breakthroughs) development efforts, but perhaps more important, senior
Once there is agreement on the measurement stakeholders could believe in, support and reward them.
strategy, it is time to execute against the strategy. „„ Financial Services Organization. This client company’s
However, only 38% of organizations are able to Learning and Development team realized that to be credible
demonstrate the impact of behavior change on their with key stakeholders and organizational culture, they needed
business results to even a moderate extent. tangible evidence of how specific behaviors impacted
customer and financial measures. Based on discussions
in the Impact Workshop, the team created a customized
behavioral survey that quantified the demonstration of these
behaviors—such as accessing senior-level customers and
executing relationship-planning meetings—and captured
a wide range of vivid success stories that showed how
employees were adopting the new behaviors and achieving
better results. These behavior metrics and stories provided
the color and nuance needed to support the tracking of larger
metrics over time.

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To execute measurement strategy and
demonstrate impact on the business, we
use Metrics that Matter®. Created by
KnowledgeAdvisors, this evaluation tool
measures learning at multiple levels:

1. Level 1: Monitor Quality—Did I enjoy my
learning experience?

2. Level 2: Ensuring That Training is
Effective—Did I acquire new knowledge
and skills?

3. Level 3: Improve Application to Job—Will I
apply what I learned?

4. Level 4: Impact the Right Business
Results—What business result will my
participation deliver to my organization?

The use of Metrics that Matter enables a scalable, repeatable, global, standardized, and rigorous process for evaluating
learning solutions, and connecting learning initiatives to tangible business results.
The leaders in our survey, those organizations most effective at sustaining behavior change, are also much more likely
than the laggards to demonstrate business impact. While the laggards may actually achieve business impact, without
the proper measurement strategy, they are unable to demonstrate it. Like the proverbial tree falling in the forest with no
one to hear it, it’s not clear whether their behavior-change initiatives are making any sound.

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point of view
During the Learning Event: Choosing the right content and methods to drive behavior change
After gaining alignment on the measurement strategy, it is time to choose the learning methodology and content that
will equip people with the skills they need to support the change. This is the “Equip” phase. Forum’s six Principles of
Learning6 serve as guideposts for designing effective learning programs:
1. Link Learning to Value for the Individual and the Organization
2. Connect Action and Reflection in a Continuous Cycle
3. Address Learners’ Attitudes and Beliefs in Addition to Their Behaviors
4. Provide Learners with a Balance of Challenge and Support
5. Create Opportunities for Participants to Teach as Well as Learn
6. Design and Cultivate Learning Communities Along with Learning Media
These principles apply to traditional classroom experiences and beyond. For many years, we have extended learning
into the work through the use of action learning projects followed by facilitated re-connects, thus providing applied
learning (challenging action) and dialogue to drive additional learning (supported reflection).
Today, as technology advances, we use additional methods to provide tighter integration with work projects and greater
access to relevant skills and tools. For example, in Forum’s virtual instructor led training, the learning experience is
enhanced by a series of synchronous (together) and asynchronous (apart) activities that intersect with daily work over a
period of two to four weeks. Participants learn about core concepts asynchronously in elearning segments, podcasts,
and digital books. They then come together in groups of 15 to 18 to explore these concepts together in facilitated two-
hour web conference sessions to practice skills, share lessons learned, and gain additional insight about how the skills
and behaviors connect to their work and their organization. Following these synchronous web sessions, participants are
immediately back in their work environment with prescribed actions for application, preparation, and additional learning
that they complete at their own pace before coming to the next web session. This practice of connecting the learning
directly to the work in shorter bursts allows participants to ‘try on’ new skills in the most relevant way possible—as
part of their actual work. Participants then come back into the facilitated web conference to share results, learn new
skills, and plan for application. This blended approach to learning over time improves application and retention of skills,
reduces time away from work, and ensures that the learning remains immediately relevant to the work at hand.
In addition to elearning, pod Social Media in Learning What Is It? When Is It Most Useful?
casts, and web classrooms, Most Social Media can be Facilitator Micro blogging (yammer)—provide To improve engagement with the content
social media provides important accessed via: daily tips and advice, share course informa- (classroom or virtual)
and powerful tools to advance tion and assignments
„„Social networking sites To increase collaboration among participants
behavior change. As Jane Hart (Facebook, Ning, Linked Collaborative workspaces—location where
eloquently puts it in her book, In) course documents, videos, audio files, and To share information and experiences around
so on are available to participants the topic
The Social Learning Handbook, „„Social Learning
“(social media) has turned Management Wiki pages where learners can add informa- To disseminate information that is important
Systems (Sharepoint, tion to expand the knowledge base of the to the group
the concept of learning on its Saba Social, Mzinga) entire group
head. It is no longer about To reflect ongoing participant learning
waiting to be taught or trained, Facilitator Blogging—write a course blog
to provide focus, interaction on topics, and To remind people of key concepts
but about individuals having discussion among readers about the course
the power in their own hands To incent people to take a specific action (read
Participant Blogging this cool article, don’t forget to let us know …)
to deal with their own learning
problems much more quickly Messaging—Short text or email To share results or stories (look what x did)
messages (SMS messages) To push key messages to participants
and efficiently than before”.
The table to the right provides a Podcasting—Audio files of varying lengths To provide ‘more’ knowledge about a topic in
short list of how social media is that can be played on a smart phone, com- a way that participants can acquire it
puter, web browser, and so on. Useful when asynchronously (an expert speaking about a
used at Forum to move learning you want to provide participants with porta- topic vs. coming into the classroom)
closer to the work. bility and convenience of listening to learning
resources anytime and anywhere without
By using the principles requiring extensive technical knowledge.
of learning to drive the
development of extended and blended learning solutions, participants build a solid foundation of skill and knowledge,
allowing each individual to adopt the skills and behaviors required to execute the change.

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point of view

After the Learning Event: Making behavior change stick
Effective leaders know that this learning phase—sustain—has the most impact on behavior change. To make the
application of learning more consistent and effective, we must pay equal attention to what happens after the learning
event as to what happens in the learning event.
In the past, L&D organizations typically focused on the elements of learning over which they had the most control, which
meant the formal learning event—its timing, structure, and content. Our survey data, however, show a shift occurring.
Not only do our respondents see the sustainment phase as critical, but the vast majority believes that managers or
learners, rather than the L&D organization, have the main accountability for sustaining learning and behavior change after
the training.
The ‘Leaders’ in our survey have a strong propensity
to hold managers accountable. Laggards, meanwhile,
expressed concern about accountability in general.
“Managers not role modeling, and learner not holding
self accountable,” said one survey respondent when
asked why change fails, while another was more broad:
“Lack of accountability.” When some laggards say “we
hold learners accountable,” that could be code for “we
don’t hold anyone accountable; we leave it up to the
learners to follow through (or not).” (Translation: We
drop it in learners’ laps and move on.) As we wrote in
Strategic Speed:

... leaders shouldn’t get out of the driver’s seat once
they’ve introduced a strategic initiative and gained
people’s buy-in; the best leaders, rather, stay in the
game and drive execution. Similarly, leaders shouldn’t The fact that more leaders than laggards hold managers
stay above the fray when it comes to encouraging accountable for their employees’ learning is yet more proof that
learning and harnessing experience. If, intending to accountability is key to sustainment, and of the importance of
be “learner-centric,” you put Learning—like a nicely managers’ involvement.
wrapped gift—in the hands of your employees and
turn your attention to more pressing things, you’ll likely L&D organizations can make it easier for learners to sustain
find that everyone has quickly judged the gift to be behavior change and easier for managers to hold their people
attractive but not very practical. They’ll stuff Learning accountable for behavior change. Our Speed to Mastery™
in the back of their closet and turn their attention to approach is a great way to do just that. Speed to Mastery is
more pressing things, too. a web-based application which enables people to apply new
skills to real work through an innovative design that uses gaming
Think of your best teachers, coaches, or mentors from mechanics like scoring, badges, and recognition to engage
the past—those who really helped you grow. Did they people. At face value, the game appears to be an alluring
leave it up to you to direct your learning? Did they escape from the reality of the workplace, but it is also an ideal
merely “create a space” for learning, give you some environment in which to master real-world skills and tools. This is
tools, and let you decide what you felt like learning why gamification has been named a top trend in learning for years
that day? Did they let you evaluate your own work? to come, and may even be employed by 70% of Global 2000
Or, did they make it perfectly clear that a) you could organizations within two years8.
do better, and b) you really could do better—that they
believed completely in your ability to reach a higher Speed to Mastery supports people in turning learning into
standard and were committed to helping you get behavior change by focusing on intentional, targeted efforts
there7? and deliberate practice. Frequent interactions with colleagues,
exposure to new challenges, focused goal setting, and
opportunities for practice and knowledge sharing all ensure that
participants experience continual progress.
While Speed to Mastery is learner-centric, it also assists managers with driving behavior change. Instead of vaguely
wondering if they’re supposed to be coaching their team around some new behaviors (behaviors that they may not even
feel confident about themselves), managers can simply require that their team all work through the Speed to Mastery
process, review their outputs, and hold them accountable for one, measurable thing: Complete the “game” in 60 days.

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Sounds great, but in the real world ...
“Okay,” you might say, “This all sounds great, but let’s face it: in the real world, it’s not that easy.” And you’d be right.
Many organizations are doing more with less—more change initiatives with fewer resources—than ever before. In
addition, organizational and marketplace complexity has spiked. Only 20% of employees can easily describe their
firm’s strategy, structure, operations, and products/services. This is down from 33% three years ago.9 In complex
environments where people can barely describe what their organization does, it can be an uphill battle to get mindshare
and time from learners or their managers in order to make specific changes happen.
Our research suggests, however, that leading L&D organizations are making progress in that battle by distributing energy
more evenly across all three phases of learning: align, equip, and sustain.
Together with our clients, we’re discovering new and effective methods of driving behavior change that extend well
beyond the formal learning event and create significantly increased accountability, measurability, and results in unique
organizational contexts. For example, while Speed to Mastery may work for one organization, other organizations
may have better success with facilitated business projects (action learning), Forum executive coaches, or integration
of learning assets into the CRM system. To determine which sustainment strategies will work at the three levels in an
organization (Systems Level—Organization Drives, Manager Level—Leaders Lead, and Individual Level—Learners Seek),
we involve executive sponsors, line leaders, L&D consultants, and HR business partners in sculpting a sustainment
approach best suited for the organization’s unique context. This helps determine the sustainment actions that would
have the organizational fit, management support, and learner impact.
To find out more about how Forum can help your organization optimize behavior change for business impact, visit us at
www.forum.com.

Endnotes
1. Leaders of Change: Companies prepare for a Stronger Future. Economist Intelligence Unit, 2011
2. The Execution Premium, Kaplan, R.S. & Norton, D.P. Harvard Business School Publishing, 2008
3. Sustaining Behavior Change and Business Results: Lessons from the Leaders, Research Brief. The Forum Corporation, 2012.
4. Ibid
5. Brinkerhoff, R. High Impact Learning.
6. Forum’s Principles of Learning: A Guidebook for Advancing Performance in Today’s Workplace. Griep, E., Davis, J., & Fowler, S.
2010.
7. Strategic Speed: Mobilize People, Accelerate Execution. Davis, J, Frechette, H, Boswell, E. Harvard Business Press, 2010.
8. Key Trends for 2012: New Era of Personal Learning is Transforming the Training Industry. Harward, D. TrainingIndustry.com.
December 9, 2011.
9. The Complexity Challenge: How Businesses are Bearing Up, Economist Intelligence Unit. 2011

Forum is a recognized global leader in linking learning to
strategic business objectives. Our learning solutions help
organizations effectively execute their business strategies by
focusing on their most important asset: their people. We provide
clients with practical and research-based advice and tailored
programs that mobilize employees, accelerate business-initiative
implementation, and improve agility. Forum’s 40-year legacy as
a pioneer and thought leader continues with the release of our
latest book, Strategic Speed (Harvard Business Press).

For more information, visit www.forum.com.
© 2012 The Forum Corporation.

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