Launching Performance Support: It's the Message That Matters
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The document discusses the importance of integrating performance support into training design to enhance learning outcomes and offer real-time assistance. It outlines key steps for successfully launching a performance support solution, including gaining team support, effective communication, and integrating the support into training activities. Additionally, it emphasizes the shift from knowledge-based to performance-based learning and provides various definitions of performance support.
Launching Performance Support: It's the Message That Matters
- 1. Launching Performance Support: It's the Message That Matters Session W201, 20 May 2015 Chris King Performance Support PM
- 2. By the end of this session you will: 20 May 2015 2015 Chris King • 2 Discover how to explain the benefits of integrating performance support into training design and development. Learn how performance support extends learning beyond the classroom, and maximizes the impact on learning outcomes. Explore the three five things you must know or do when launching your first performance support solution. Apply lessons learned from other first-time projects.
- 3. Moving from Knowledge-Based to Performance-Based Learning 20 May 2015 2015 Chris King • 3 Source: Conrad Gottfredson, A.G.I.L.E. Instructional Design Workshop, Apply Synergies, 2013
- 4. Performance Support… 20 May 2015 2015 Chris King • 4 …is embedded in the work process such that the learning is accessed in the context of the work flow and helps solve a very specific business problem. Elliot Masie …provides employees with a way to learn and improve skills while doing real tasks on the job. Carla Torgerson and Phillip Neal …is an orchestrated set of technology- enabled services that provide on-demand access to integrated information, guidance, advice, assistance, training and tools to enable high-level job performance with a minimum of support from other people. Gloria Gery …ensures people can perform effectively when they are called upon to act. Conrad Gottfredson and Bob Mosher
- 5. 20 May 2015 2015 Chris King • 5 Proficiency/Competence Time 1 2 3 4 What we imagine happens What actually happens Without support With support Training Post-Training Source: Mark Rosenberg, At the Moment of Need: The Case for Performance Support, eLearning Guild White Paper, 2013 The magic proficiency line Are learners truly competent after training?
- 6. 70-20-10 and the Moments of Learning Need 20 May 2015 Source: Apply Synergies, 2015 2015 Chris King • 6
- 7. Training Objectives Concepts Deeper Detail Steps Training Objectives Concepts Deeper Detail Steps Components: DO Moments 3-5 Moment of Need 20 May 2015 TEACH Moments 1 & 2 2015 Chris King • 7 Source: Apply Synergies, 2015
- 8. Other Resources – E-Learning! Concepts Deeper Details Training Objectives Concepts Deeper Detail Steps Components: DO Moments 3-5 Steps Moment of Need 20 May 2015 TEACH Moments 1 & 2 2015 Chris King • 8 Source: Apply Synergies, 2015
- 9. The Performance Support Pyramid 20 May 2015 2015 Chris King • 9 IncreasingLevelsofSupport
- 10. The Five Moments of Learning Need 20 May 2015 2015 Chris King • 10 3. Apply 1. New 2. More 4. Solve 5. Change
- 11. The Five Moments of Learning Need 20 May 2015 2015 Chris King • 11 3. Apply 1. New 2. More 4. Solve 5. Change Acquisition of Knowledge aka Formal Instruction Application and Maintenance of Knowledge aka Performance Support
- 12. Case Study Very large federal agency; widely dispersed audience; •Office of Resolution Management, responsible for handling EEO complaints (estimated to cost the organization $75K per complaint) Three Week Hybrid Conference • 21 hours of both ILT and virtual learning • Virtual keynote • Integrated Informal Learning activities Integrated Performance Support Tool • Focus on the process to settling EEO complaints before they become formal • 3 roles, 3 complaint types 20 May 2015 2015 Chris King • 12
- 13. THE THREE FIVE THINGS YOU MUST KNOW OR DO WHEN LAUNCHING YOUR FIRST PERFORMANCE SUPPORT SOLUTION 20 May 2015 2015 Chris King • 13
- 14. Number 1: Get your team on board Your team Your Executive Champion Support your biggest supporter They may need the right words for their key audiences The right words explain the business value and map to the key indicators for your organization Help them say the right things and set expectations 20 May 2015 2015 Chris King • 14 Help your ISDs/Developers They might feel threatened But this approach only increases their scope So provide them with training and their own performance support
- 15. You will be surprised at how often you have to explain what you are doing Number 2: Polish your pitch Have on hand Road Show Slide Deck Quick Guide 20 May 2015 2015 Chris King • 15 Valuable Resource: Selling Performance Support: Building Stakeholder Buy-in by Marc Rosenberg (eLearning Guild White Paper, 2015)
- 16. Create a formal Communications Plan Number 3: Communications and Marketing 20 May 2015 2015 Chris King • 16 Engage front line managers in your communications Don’t forget to keep the rest of your team informed as well Change is hard; help it happen
- 17. Number 4: Leverage your Support Desk They talk to your target audience every day Increase visibility of the tool by having them referencing the tool on a regular basis with their callers They also have metrics that can show how your solution is making an impact 20 May 2015 2015 Chris King • 17
- 18. Number 5: Integrate PS into Training Show your audiences how to use it in the context of the content Integrate the tool into exercises and actvities 20 May 2015 2015 Chris King • 18 How we can reduce or change what we cover in training when there is a robust PS solution in place?
- 19. Summary Get your team (internal and external) on board. Polish your pitch. Communicate early and often. Leverage your Support Desk. Integrate PS into your training. 20 May 2015 2015 Chris King • 19
- 20. 20 May 2015 20 Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015. Info-graphic by ATD. Closing Thought
- 21. 20 May 2015 21 Source: Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015. Info-graphic by ATD. Doesn’t meet 49% 62% Don’t meet If 62% of us think we’re not doing a good job, why do we continue to do the same thing??? Closing Thought
- 22. THANK YOU! Chris King Chris@crklearning.com 22 This work is licensed under the Creative Commons Attribution-ShareAlike 4.0 International License. To view a copy of this license, visit http://creativecommons.org/licenses/by-sa/4.0/. Your feedback is encouraged and welcomed! Please take a moment to complete the Session Evaluation for this session: W201, Launching Performance Support: It's the Message That Matters
- 23. References • ATD Info-graphic. Instructional Design Now: A New Age of Learning and Beyond, ATD Research, 2015. • Brian Dusablon. “Responsive Performance Support With WordPress.” TD Magazine Online, October 8, 2014. https://www.td.org/Publications/Magazines/TD/TD-Archive/2015/10/Responsive-Performance-Support-with-Wordpress • CEB CLC Learning and Development Practice, Building High-Performance Capability for the New Work Environment, 2012. • Gloria Gery. “Why Don’t We Weigh Them?.” CBT Solutions Magazine, May/June 1997. Accessed through the Internet Archive WaybackMachine: http://web.archive.org/web/19971011044357/http://www.cbtsolutions.com/html/gery-9705.htm • Conrad Gottfredson and Bob Mosher. Innovative Performance Support: Strategies and Practices for Learning in the Workflow. New York: McGraw Hill, 2011. • Mark Rosenberg. At the Moment of Need: The Case for Performance Support. eLearning Guild White Paper, 2013. • Rosenberg. Selling Performance Support: Building Stakeholder Buy-in. eLearning Guild White Paper, 2014. • Leon Watson, “Humans have shorter attention span than goldfish, thanks to smartphones,” The Telegraph, May 15, 2015, retrieved online May 18, 2015, http://www.telegraph.co.uk/news/science/science-news/11607315/Humans-have-shorter- attention-span-than-goldfish-thanks-to-smartphones.html Join the Performance Support Community of Practice at http://performersupport.ning.com This is a dynamic, vibrant and invitation-only site comprised of 4,000+ practitioners. For an invitation to join, send me a note at chris@crklearning.com 20 May 2015 2015 Chris King • 23