Make a Hard Core Impact with Soft Skills Training | Webinar 07.23.15

Make a Hard Core Impact with Soft Skills Training

Webinar brought to you by:

Presenter:

Chris Osborn

Vice President of Marketing

[email protected]

@chrisosbornstl.

Host:

Jessica Petry

Sr. Marketing Specialist

[email protected]

@JessLPetry

Follow along and participate on Twitter: #BIZWEBINAR @BizLibrary

Improve employee performance with the largest

and fastest-growing library of training videos.

Poll Question:

What is the single biggest

obstacle you face proving the

business value of your soft

skills training program?

Soft skills aren’t optional.

75%

of long-term job success

depends on soft skills

SOURCE: Stanford Research Institute International and the Carnegie

Melon Foundation

6.8%of total economy per

year in gross value

added

Soft SkillsSoft Skills are important in

every sector.

especially…

Business services

Retail

Public services

23%

202044%

2025

Contribution to

the economy is

expected to

grow…

SOURCE: January

2015 McDonald’s

report on the

economic value of

soft skills

7

Gender equality and

diversity

Rise of the

millennials

Strategic Business Challenges of 2015

Leads to need to

truly innovate

Desire to

update

cultures

Where does my

company fit in this

new market reality?

Rebranding

for customer

engagement, sales,

marketing and more!

Mobile /online

channelsOutbound sales

doesn’t work

anymore, inbound

must be embraced

B2B sales

/marketing

Great! But…back-end

struggles

Front-end

innovation

Strategic Business Challenges of 2015

Leads to need to

truly innovate

Desire to

update

cultures

Survival in healthcare

(and likely other

industries, too)

Adaptability

Outbound sales

doesn’t work

anymore, inbound

must be embraced

B2B sales

/marketing

How can we meet these

challenges?

What are soft skills?

Sometimes, easier to say what they are not . . . .

Methods, processes

or disciplines

Occupational skills

Knowledge

What are soft skills?

Work Ethic

Attitude

Communication Skills

Emotional Intelligence

Collaboration

…

100% of the very most sought after and hardest to

find skills in the market today are

soft skills. . . .

The Top 5

Skills for 2015

1. Leadership Skills

2. Ability to Work in a Team

3. Written Communication Skills

4. Problem-Solving Skills

5. Strong Work Ethic

SOURCES: Job Outlook: The Candidate Skills/Qualities

Employers Want, the Influence of Attributes, National

Association of Colleges and Employers

The one differentiator between high performing

employees and others . . . a soft skill…

emotional intelligence

Average IQ people outperform high IQ people

70% of them time…

90% of top performers

are also high in emotional

intelligence

People with high EQ

make more money.

$29,000 more per year

than people with a low

degree of EQ.

EQ is an important workplace skill and predictor of success in all types of jobs.

SOURCE: Travis Bradberry, Emotional Intelligence – EQ, Forbes, January 2014.

Trust

Anger Management

Stress Tolerance

Time Management

Empathy

Decision MakingChange Tolerance

Communication

Customer Service

Flexibility

Assertiveness

Teamwork

Accountability

Social SkillsPresentation Skills

Emotional intelligence is the foundation for critical skills.

Emotional Intelligence EQCan be learned and unlearned

The connection and

interaction of the

emotional and

rational parts of our

brain

Strategies to adopt

and improve

Attitudes, choices

and behaviors

WHAT I SEE WHAT I DO

PERSONAL COMPETENCE

SOCIAL COMPETENCE

Self-Awareness

Social Awareness

Self - Management

Relationship

Management

SOURCE: Emotional Intelligence 2.0, Travis Bradberry and Jean Greaves

…Agility is demonstrated by the ability to quickly solve day-to-day business

problems, to identify new processes and frameworks for speed of delivery,

to cross global and functional lines without faltering, and to accept, respond,

and initiate change.

Employees who can identify opportunities, adapt,

and thrive in the reality of change have a propensity

to be high performers. Given the right resources and

investment in learning, these traits are achievable

across the entire organization.”John Ambrose, Sr. Vice

President Strategy,

Skillsoft

11

minutes

Why short video…

actually works?

50% 70%100

ms

Of the brain is used for visual

processing

Of the sensory receptors are in

the eyes

To get a sense of the visual scene

Visually Wired Brain

Most human behavior is learned observationally through

modeling: from observing others, one forms an idea of

how new behaviors are performed, and on later occasions

this coded information serves as a guide for action.”

SOURCE: Bandura’s Social Learning Theory

LEARNER

EXPECTATIONS

• Easy to use - intuitive

• Learning experience fits to delivery

mode

• Content is accessible no matter

what device I’m using

• Content is accessible in any location

or work environment

• Easy to find and easy to share

• Engaging

CONTENT

CHARACTERISTICS

• Delivery looks familiar to me and

there is video to watch

• Content is personalized to fit my

needs

• Mobile – must have, it’s not an

option

• I choose when and how to access

content

• Social – shareable with friends and

colleagues and I can comment

• Short, relevant video

Instant Message (IM):

Short conversation,

confirmations, quick requests

Video Conferencing:

Collaboration and

complex conversations

Virtual room:

Discussion groups, staff meetings,

cultural norms and values

Short Video:

Quick updates, refresher training,

micro learning, knowledge

sharing

Job Aids and Briefs:

How-to, static content,

references and data

Enterprise Social Network:

Knowledge sharing, networking,

connect with SME’s

Using the Right Tools for the Task

How do I measure the impact

of soft skills?

LEVEL 1

Reaction

LEVEL 2

Learning

LEVEL 3

Behavior

LEVEL 4

Results

Participant

satisfaction

Knowledge, skills

and attitudes

Application and on-

the-job learning

Business impact

LEVEL 5

Return on

investment

Kirkpatrick – Phillips Model

It's not the 95% that's right that makes

something work; it's the 5% that's wrong that

messes everything up.

Source: Measuring, Managing and

Maximizing Performance, Will Kaydos

SYSTEM/PROCEDURE

CHANGES

INCENTIVE/MOTIVATION

MANAGER

SUPPORT/ATTENTION

EXTERNAL FACTORS

EFFECT OF

LEARNING ON

IMPROVEMENT

TOTAL

IMPROVEMENT

AFTER

PROGRAM

Isolation Techniques

What, if anything, did

this person learn that

was new?

How, if at all, did this

person use the new

learning in some sort of

job-specific behavior?

Did the usage of the learning help to produce

any sort of worthwhile outcome?

1 2

3

SOURCE: Telling Training’s Story by Robert O. Brinkerhoff

Success Case Method

1

2

4

3

Focus on what you’re

evaluating

Create an impact

model that defines

potential results and

benefits.

Survey and select

success versus

non-success rates.

Formulate

conclusions and

recommendations,

value, and return-

on-investment.

CREATE A MEASUREMENT PLAN

Identify

Performance

Areas

Engage Key

Stakeholders

Clarify and Define

Training

Establish Key

Performance

Indicators and Metrics

1. Focus and Plan the Evaluation

2. Create a Model for Success

Business Unit

Goals

Skills and

Knowledge Behaviors

and Actions

WHICH STATEMENT BELOW BEST DESCRIBES YOUR EXPERIENCE SINCE PARTICIPATING

IN THE PERFORMANCE MANAGEMENT TRAINING?

a. I learned something new, I have used it, and it has led to some very worthwhile results.

b. I learned and tried some new things but can’t point to any very worthwhile results yet.

c. While I may have learned something new, I have not been able to use it yet.

d. I already knew about and was doing the things this training taught.

e. I don’t think I can really use what I learned in the training.

3. Success vs. Non-success Rates

SOURCE: Telling Training’s Story by Robert O. Brinkerhoff

Unsuccessful Successful

Positive influences:

On-demand access to resources

Opportunity to apply learning

Peer support

Senior leader involvement

Manager support

Areas of increased

performance

The value of

this increase

The costs to

deliver value

Recommended

improvements

to increase

value

4. Recommendations, Value and ROI

Delegation Skills

TRAINING COSTS IMPACT

Human Resources: $1,000

Stakeholders: $720

Total = $1,720

• Newly promoted managers take an average of 16

weeks to gain full productivity

• Goal is to reach 100% productivity in 8 weeks at a

value of $72,000 for 12 managers.

• Teams are less productive per employee as

managers gain skills, and secondary goal is to

increase productivity per employee.

Delegation Skills

VALUE ADDEDTOTAL VALUE

GAINED

• Costs per manager are $60.00 each by using online delivery of

content.

• Managers reached full productivity by learning to effectively

delegate tasks and assume manager’s role in 8 weeks.

• Gain in value of salary was $72,000.

• Additionally, each team saw a .25% gain in per employee

production of $18,000 total across the six impacted teams.

$100,000 on

a $1,720

program

Problem Solving Skills

TRAINING COSTS IMPACT

Human Resources: $90,000

Managers & Reps: $250,000

Total = $340,000

• Customer service satisfaction ratings

of 3 or below during trials result in

zero sales

• Ratings of 4.5 or better result in won

business 85% of the time

• Goal is to reach 4.5 ratings or better

in 85% of the surveys returned.

Problem Solving Skills

VALUE ADDED TOTAL VALUE GAINED

• Complex training program lasted a full year.

• In the 12 months after the training program

really began to show modifications in

behaviors as proven by reaching 4.5

customer satisfaction scores 85% of the time

• 24 additional deals were won on the same

number of total trials.

$1,200,000 on a

$340,000 program

Key Take-aways

Raising your organization’s mastery of soft skills is important

regardless of industry or size.

We should approach the development of soft skills by focusing

on the key behaviors aimed at supporting organizational

objectives.

Learning content should be delivered the way employee’s work

and live – short form video.

Measuring the impact is an important step in the training and

development process.

The success case methodology focuses on amplifying the

effects of training, not isolating.

Questions?

Training Payback vs. ROI

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Jessica Petry

Sr. Marketing Specialist

[email protected]

@JessLPetry

@BizLibrary

Chris Osborn

Vice President of Marketing

[email protected]

@chrisosbornstl