Think Big – Start Small Hal Christensen Christensen/Roberts Solutions June 13, 2013.

Think Big – Start Small

Hal Christensen

Christensen/Roberts SolutionsJune 13, 2013

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AGENDA

What is Performance Support?

Why Performance Support? Why now?

Performance Support Models

Think Big – Start Small

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Training vs Performance Support

During Training, workers acquire knowledge.They• learn the knowledge, • store it in memory, • retrieve it later on the job

During Performance, workers apply knowledge. They• retrieve the knowledge, • apply it directly to the job at hand, • within the flow of the work

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The underlying assumptions of formal training are that workers will:

• Learn all they need to know in their training courses• Store in memory all they have learned• Retrieve all they need to know at the Point of Performance• Continue to rely on the same knowledge over time

Training Assumptions

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Training Assumptions

But what happens if they don’t or can’t?

The underlying assumptions of formal training are that workers will:

• Learn all they need to know in their training courses• Store in memory all they have learned• Retrieve all they need to know at the Point of Performance• Continue to rely on the same knowledge over time

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Time

Gap

Gap Gap

Competence

Performance Gaps

Training invariably leaves gaps between the workers' performance and the performance the organization needs.

What Organizations Need

What Training Delivers

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A Typical Workplace Today

The Workplace Maze

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The Challenge

It’s time to face today’s reality--

The amount of knowledge workers need today in order to do their work successfully exceeds the amount they are able learn and recall.

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The Challenge

It’s time to face today’s reality--

The amount of knowledge workers need today in order to do their work successfully exceeds the amount they are able learn and recall.

Put another way, we are continually asking workers to do tasks they do not know how to do.

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One Option

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One Option Refined

What if we made use of Outsourced Memory instead of only human memory?

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My Favorite Vulcan

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Performance without Memorization

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Accessible

Contextual

Actionable

Current

PS: Cookbook on Steroids

Today’s technologies can make the cookbook even more powerful

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Precise instructions, guidance, and tools delivered to workers directly at the Point of Performance to make it easier for them to get their work done as effectively and efficiently as possible.

This is done by facilitating workers’ path through the work maze, either by removing the walls and barriers or by assisting/guiding/coaching them through the path to their destination.

What is Performance Support?

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Benefits of Performance Support

If you make it easier for people to get their work done, good things must follow:

• A higher level of employee effectiveness• Competent performance sustained over time• Significantly reduced ramp-up time• Improved management, employee, and customer satisfaction• Stronger bottom line

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The Sidekick Model

The Planner / Toolkit Model

Self-Development / Coaching Model

Performance Support Models

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The Sidekick Model

Performance Support Models

• Generally supports procedures

• Directly applicable to the task at hand

• Commonly used to support tasks within a computer application

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The Planner / Toolkit Model

Performance Support Models

• Generally supports processes and interconnected tasks

• Commonly used to support planning activities before an event or follow-up tasks after an event

• Includes numerous tools (checklists, tips, decision trees, templates, etc.) to reduce the amount of learning required

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The Self-Development / Coaching Model

Performance Support Models

• Integrates process and procedural help (Sidekicks and Planners) with self-development activities

• competency and skill development

• coaching/mentoring

• Supports goal-setting and reflective journaling

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Accessible

Contextual

Actionable

Current

Performance Support Attributes

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• Create a Proof of Concept

• Cookbook metaphor (Make it easier for workers to get their work done)

• Use low-cost tools and existing content where possible

• Demonstrate the value and benefits of the PS solution

• Sell up

Think Big - Start Small

Hal Christensen

Christensen/Roberts [email protected]

www.linkedin.com/in/halchristensen

Introduction toPerformance Support Solutions