Plain2013 Training 17000 Martijn Jacobs
- 1. Training an Organization of 17,000 people Martijn Jacobs Loo van Eck The Netherlands
- 2. The day of my flight • Programme for the International Assessment of Adult Competencies (OECD) • Investigated the literacy in 24 countries • A very happy Minister of Education But: • Only high educated people perfome better, the rest is falling back • The amount of low literate people increases
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- 4. Loo van Eck • • • • • Founded in 1983 50 professionals passionate for language (trainers, writers, advisors) Over 30,000 course members a year Training, e-learning, e-coaching, v-training, writing Focus on housing corporations, financial institutes, government
- 5. The challenge ‘Our company (17,000 employees) wants to communicate in a clear way to our customers. How do we manage this? How do we teach our employees to write in plain language?’ Insurance = 90% communications
- 6. Our approach The 7 steps to success! 1. 2. 3. 4. 5. 6. 7. From dream to behaviour Getting the management to dream Making the organization fit for the dream Getting the employees to dream Making MT and employees capable of living the dream Measure! Enjoy
- 7. 1. From dream to behaviour Dear Mr Jones, Dear Mr Jones, In February, you let us know that you wanted to open a savings account. This In February, you let us know that you wanted to open a savings account. This account is required for paying your mortgage installments. Thank you for your account is required for paying your mortgage installments. Thank you for your request. In this letter, II will inform you about your savings account. request. In this letter, will inform you about your savings account. The reality at 2010 … You get 10 secs. We have opened a savings account for you. This account has been opened in We have opened a savings account for you. This account has been opened in <name>’s name. The account number is <number>. The savings account type is <name>’s name. The account number is <number>. The savings account type is “Capital Account Homeowner”. “Capital Account Homeowner”. This account is meant for your mortgage installments. The law also requires you to This account is meant for your mortgage installments. The law also requires you to use this account to pay off the debts for: use this account to pay off the debts for: --your house; your house; --your spouse’s house, or; your spouse’s house, or; --your domestic partner’s house. your domestic partner’s house. You save <amount> every month. This amount will be debited monthly from your You save <amount> every month. This amount will be debited monthly from your other bank account: <number>. other bank account: <number>. The first payment is due on the date mentioned on your quote, or on the date you The first payment is due on the date mentioned on your quote, or on the date you have arranged your mortgage. You will receive a letter with all the details about have arranged your mortgage. You will receive a letter with all the details about payment before the first payment is due. Are the data incorrect? Please let us payment before the first payment is due. Are the data incorrect? Please let us know. You can reach us at <phone number>. know. You can reach us at <phone number>. You will receive interest from the amount in your savings account. The interest You will receive interest from the amount in your savings account. The interest percentage equals the interest percentage of your mortgage. Both percentages are percentage equals the interest percentage of your mortgage. Both percentages are fixed for the same amount of time. This means more financial stability. fixed for the same amount of time. This means more financial stability. Do you have any questions? We are here to help you. Don’t hesitate to call us at: Do you have any questions? We are here to help you. Don’t hesitate to call us at: <phone number> <phone number> Kind regards, Kind regards,
- 8. 1. From dream to behaviour The dream for 2012… Dear Mr Jones, Thank you for your request to open a savings account for your mortgage. We have opened a savings account for you This account is in <name>’s name. The account number is <number>. The savings account is called ‘Capital Account Homeowner’. You have to pay off your mortgage with this savings account You save<amount> every month. We will debit this amount monthly from your other bank account: <number>. Your first payment has to be by <date> You will receive a letter with all the detailsabout payment. You will receive this before the first payment. Are the data incorrect? Please let us know. You can reach us at <phone number>. You will receive interest on the amount you save The interest percentage on your savings account is just as high as the interest percentage on your mortgage. Both percentages are fixed for the same amount of time. Call us if you have any questions: (055) 579 81 00 We are here to help you. Kind regards,
- 9. 1. From dream to behaviour The reality at 2010: mortgage offer
- 10. 1. From dream to behaviour The dream for 2012…
- 11. 1. From dream to behaviour Defining goals & setting targets Mission & Goals ‘Real contact’ Values Empathy Clarity Honesty Behaviour Designing a style (standard)
- 12. 1. From dream to behaviour Everybody sets goals! check Communications standard Department goals Adjusting Processes Personal goals Defining goals & setting targets influence Personal journey
- 13. 2. Getting the management to dream Examine the managers if the can manage the change 1. A manager is capable? Great! Reward! 25% 2. 3. A manager is having a hard time? Let him set a goal! A manager is negative? Get rid of him! 50% 25% Dare to act!
- 14. 3. Making the organization fit for the dream Compliance Mission & Goals HR IT Values Management • • • • • Processes Marketing Product management Communication Behaviour Standard documents HR instruments Legal affairs IT processes Business processes
- 15. 3. Making the organization fit for the dream Case A woman wants to collect her money…
- 16. 4. Getting the employees to dream Internal branding
- 17. 5. Making MT and employees capable of living the dream Training & testing Mission & Goals Values Processes Competencies Behaviour Four levels •Knowing •Adjusting •Writing •Coaching
- 18. 5. Making MT and employees capable of living the dream Training & testing Knowing: I know the principles of Real Contact. I recognize a letter in Real Contact style. To reach this level, I will: - watch the inspiration movie. - do the elearning (Know) In the end the user does an automatized exam.
- 19. 5. Making MT and employees capable of living the dream Training & testing Adjusting: I am able to adjust a Real Contact text. To reach this level, I will: watch the inspiration movie. -do the elearning (Know) -do the elearning (Adjust) -receive an advice for further education In the end the user does an exam (Adjust).
- 20. 5. Making MT and employees capable of living the dream Training & testing Writing: I am able to write a complex Real Contact text. To reach this level, I will: watch the inspiration movie. -do the elearning (Know) -do the elearning (Adjust) -do the elearning (Writer) -receive an advice for further education In the end the user does an exam (Writer).
- 21. 5. Making MT and employees capable of living the dream Training & testing Coaching: I am able to coach colleagues and judge text. To reach this level, I will: watch the inspiration movie. -do the elearning (Know) -do the elearning (Adjust) -do the elearning (Writer) -do the elearning (Coach) -do a coach session and a measure session -do the coach training In the end the user does an exam (Coach).
- 22. 5. Making MT and employees capable of living the dream Training & testing Exam E-coaching Assignment E-coaching Training Me Extreme Makeover E-coaching Workshop Motivation movie Elearning Know Elearning Adjust Elearning Writer Knowledge bank Elearning Coach Manual