Effective Metrics for Learning and Development I wonder what Shaw would think if he saw the way learning and development is predominantly measured in organisations today. For example a study of 829 companies over 31 years showed diversity training had "no positive effects in the average workplace." " The study reported that mandatory training sometimes has a positive effect, but overall has a negative effect. MORE

Here are 9 cost-effective ways to revamp outdated online training content as quickly as possible. De-cluttering your eLearning course design can give it a cost-effective makeover. As a result, you’re able to customize the online training content to help them achieve their learning objectives. For instance, customer service associates would like to see more interactive online training simulations and branching scenarios to improve their task performance. MORE

Because self-directed learning doesnt always have a clear or specific performance objective. Creativity and imagination are the mandates, with no end-gaming i.e, Sure experience is a great teacher but organizations are about efficiency and effectiveness. A company cannot tell its employees to go "figure out" our corporate policy on customer service, safty or compliance.that knowledge must be conveyed as simply and in as "unmessy" method as possible. MORE

The dominant, behaviourist model goes like this: phase 1: define the behaviour you want; phase 2: pull levers (a training course; an incentive program; a road show; a performance-management system) to get the behavioural change you want; then. Motivation matters in customer service, because customers want to be served by people who enjoy serving. Effective Learning MORE

collaboration to help people work together more easily and improve performance through learning. Effective learning designs make use of activities in which learners create their own learning. Learning departments should reject their secluded offices for desks where the sales, customer service, or operations teams sit. Only by sitting close to the action can learning professionals truly understand the business well enough to help people work together more effectively. MORE

Most trainers can’t just go to the VP of customer service and tell them they need 11 months to create that new-hire training program. ” Whatever you call it, it is a mindset in which everything you’re working on is constantly being evaluated and improved based on changes in environment or customer (or learner, in this case) feedback. Also be sure to check out some of the Thiagi books on performance, or check out some of their free interactive courses. MORE

Hit Us Hard 31% Hurt A Little 33% Not Much Effect 33% Helped Us 3% (Is "it hasnt hurt us yet, but Im nervous" an answer?) Wills Learning Landscape Learning Intervention (Learner Learns) Performance Situation (Learner Retrieves/Learner Responds/Learner Applies Learning Outcomes (Learner Fulfillment, Learning Results) Usually do Level 1 eval as during Learning Intervention During Performance Situation -- Learner Applies -- could delay the L1 smile sheet. MORE

Web conferencing services like DimDim now offer the equivalent of WebEx. But the beauty of open source is you can customize it. Because (1) LMSs in corporations are primarily used to track stuff (IMHO) so until open source is truly able to slice and dice data (often custom reports) for executives they won't replace commercial LMSs. (2) Our customers benefit from low-cost and self-management with no technical knowledge required. Our customers are price sensitive. MORE

They have the knowledge and that is why we should use their focussed knowledge services. However, it does require the ability to think both logically and creatively, and it requires some knowledge of what research has shown works (as opposed to what our personal tastes tell us should work). Sometimes that means using technology solutions, where I need to know both what technology will be effective and how to implement it. Bob Mosher: Performance Support and Learning at th. MORE

If trainers don’t truly understand how a business works, what it expects out of its training department, or what it ultimately wants its employees to be able to do, they simply can’t be effective. Go out to lunch with the customer service managers. One of the strategies they’ve laid out to get there is to retain more existing customers by improving overall customer satisfaction rates. If you have to choose, be more effective. MORE