In part 1 of this series, we described the learning phases in an organization. Here’s how learning programs often come about. A manager notices a problem. Let’s say it’s a spike in complaints about customer service. The manager approaches the learning department and asks for customer service training. The manager then sends employees to training
Have you thought about how learning progresses through an organization? It occurs in four distinct phases:Examining, learning, applying, and impacting. First, the organization is examined to determine the need for learning. Second, the student learns the material. Third, the learner applies the material on the job. Finally, the learner’s new skills have (or should have)
I’ve mentioned in several posts how learning leaders must work to become strategic partners with business. That move only occurs when you think strategically and convey learning in business terms. That mindset shift occurs when learning pros begin to link learning to business metrics. That’s a switch that moves you away from being a tactical
Chief Learning Officer magazine polls CLOs monthly, just to see what they’re thinking. As the calendar page flipped to 2016, their most recent poll showed insight into what’s ahead for learning in 2016. Most of the takeaways are optimistic. There are no major surprises in the results. In fact, I see trends continuing that took
When learning professionals try to measure learning ROI, there seems to be a sticking point. There is one question that trips them up: What is the right metric to measure? Too many learning professionals believe (falsely) that you should measure strategic metrics. What are strategic metrics? These include retention rates, employee satisfaction, customer satisfaction, cost
Let’s get straight to the point. To measure learning ROI, you must connect learning to the right metric. The secret is picking the right metric to measure and then showing how the learning contributed to that metric change. It seems so logical, but learning professionals miss this connection all the time. ROI Calculation Is Not
The state of measurement in L&D lags woefully behind all other areas of the business. This lag has made learning measurement a hot topic at nearly every conference I’ve attended this year. L&D professionals realize that this area needs serious improvement. Given the sheer volume of data being collected by businesses today, it seems truly
I often ask people if their learning and development (L&D) function uses a quality assurance (QA) program. They sometimes reply saying that their QA is making sure courses include all the required design components. That’s the wrong answer. Again, many L&D professionals confuse tasks with results. We discussed this before when we covered the difference
Reaction sheets. Happy sheets. Result surveys. No matter what name they go by, survey responses don’t correlate to learning. In a meta analysis of the literature describing over 150 research studies, the correlation between survey results and learning was r = .09. In other words, a correlation so small that it doesn’t even count as
Is your training efficient or effective? You might be thinking, “That’s an odd question. Don’t I want my training to be both?” That’s a good question. But here’s the answer: Not necessarily. Think about those two things. There can be a huge difference between being efficient and being effective. A manager or employee may be
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