Climbing the Learning Curve for Performance Support Project Rookies

Climbing the Learning Curve for

Performance Support Project Rookies

Session W105

14 January 2015

Chris King

Performance Support…

14 January 2015 2014 Chris King • 2

…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

Performance Support is…

2. Contextual 3. Just Enough

Knows who you are,

and what you’re doing

In the workflow

Only enough information to complete the action

1. Embedded

14 January 2015 3

The Performance Support Pyramid


Incre

asin

g L

evels

of

Su

pp

ort

The Five Moments of Learning Need


3. Apply

1. New

2. More

4. Solve

5. Change

The Five Moments of Learning Need


3. Apply

1. New

2. More

4. Solve

5. Change

Acquisition of Knowledge

aka Formal Instruction

Application and Maintenance of Knowledge

aka Performance Support


Pro

fici

ency

/Co

mp

eten

ce

Time

12

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?

Example: moving from Knowledge-Based to Performance-Based Learning


Source: Conrad Gottfredson, A.G.I.L.E. Instructional Design Workshop, Apply Synergies, 2013

Case StudyVery 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

Step 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


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

Step 2: Polish your pitch

Have on hand

Road Show

Slide Deck

Quick Guide


You will be surprised at how often you have to explain what you are doing

Valuable Resource: Selling Performance

Support: Building Stakeholder Buy-in by

Marc Rosenberg (eLearning Guild White

Paper, 2014)

Create a formal Communications Plan

Step 3: Communications and Marketing


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

Step 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


Step 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


How we can reduce or change what we cover in training when there is a robust PS solution in place?

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.


THANK YOU!

Chris [email protected]

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: W105, Climbing the

Learning Curve for Performance Support Project Rookies

References

• Brian Dusablon. “Responsive Performance Support With WordPress.” TD Magazine Online, October 8, 2014. https://www.td.org/Publications/Magazines/TD/TD-Archive/2014/10/Responsive-Performance-Support-with-Wordpress

• Gloria Gery. “Why Don’t We Weigh Them?.” CBT Solutions Magazine, May/June 1997. Acessed 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.

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 [email protected]


https://www.td.org/Publications/Magazines/TD/TD-Archive/2014/10/Responsive-Performance-Support-with-Wordpress

http://web.archive.org/web/19971011044357/http:/www.cbtsolutions.com/html/gery-9705.htm

http://performersupport.ning.com/

Climbing the Learning Curve for Performance Support Project Rookies

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