Change and Performance - Training May Not Be The Answer

Introducing new products or services, bringing new people on board, developing a new process or procedure, installing new equipment, change seems to be the one constant in business today and change always seems to drive a need for training.

In conducting training needs analysis at any level, we need to understand that training may not be the solution, at least not the whole solution. Training is normally employed with the expectation of changing individual performance. While training can, and does change the ability of individuals to perform, on-the-job performance also depends on other factors that form a complex interconnected human performance system. For any system to produce a desired performance output, there are always a number of factors that must be managed.

Six-factors for human performance

The following is a six-factor system model for human performance. In principle if you manage all six well, you will get the desired performance. If you ignore any of the six, the desired system performance becomes less likely. Training can indeed be an important part of a system solution, but if other parts are not provided, training may not be effective.

1. Make expectations clear:

The expected outputs, and actions to produce results, must be made crystal clear. These include vision, values, mission, roles, goals and objectives, action plans, milestones and standards. If you don't tell them what is expected, don't expect results.

2. Provide necessary resources and conditions:

No one can produce the expected results if they do not have the process, methods, tools, materials, space, time, money, and people to do the job. A workplace that is badly designed, uncomfortable or unsafe also makes it difficult to perform. Given the means, they can deliver performance. If not...

3. Measure the performance of the system:

In order to determine if expected results are being achieved we need to measure the performance outputs. It might also be helpful to monitor in-process indicators, which affect system outputs. Using metrics we can identify progress toward targets, verify performance as desired, or identify problems and opportunities for improvement. We all pay attention to what gets measured.

4. Communicate progress and results:

Continuous and visual feedback on the performance and results achieved by the team and system allows for quick recognition and correction of problems and implementation of improvements. If individuals do not know how well the system is working it is difficult to achieve the desired results, much less make improvements. Performance knowledge empowers improvement.

5. Provide appropriate incentives:

Consequences are important. Positive rewards for good performance, congratulation, recognition and celebration, promote and encourage the behaviors that produced the results. Take care to avoid negative consequences for positive performance, or benefits for negative performance. If it felt good, they'll want to do it again.

6. Develop necessary competency:

Competency is the ability of an individual or team to successfully perform a specific task or activity. Sometimes if you are lucky, you can hire a competency off the street. More often development through training and practice is required. Competencies are built through learning activities, and through experience. A competency requires skills, knowledge, and attitude sufficient to do the job. A competency has observable measurable outputs and behaviors. An individual must have the capacity, both mental and physical to learn and to perform the task or activity. If you've got the skills and knowledge you can do the job.

The next time you ask how to improve performance, take a systems approach and remember to consider how to manage all six human performance factors.

We get exactly the results we manage for.

--

You have permission to publish this article free of charge, as long as the resource box is included with the article. If you do run my article, a courtesy reply to hsommerfeld@automatedlearning.com would be greatly appreciated. © 2004 Howard Sommerfeld

About The Author

Howard Sommerfeld has an extensive background in training that includes over twenty years experience in training management with major telecom equipment manufacturers. He has been responsible for development of major classroom, computer-based, web-based, and distance e-Learning initiatives, and has a depth of understanding of manufacturing and training management issues. He is keenly interested in trainer training, blended learning approaches that ensure learning transfer to workplace performance, human performance systems, and in demonstrating return on investment for training.

Howard is currently Director of Product Development at Automated Learning Corporation.

www.automatedlearning.com/products/welcome.html

hsommerfeld@automatedlearning.com

---

Small Business Outsourcing: An Introduction

Outsourcing is the delegation of a business process to an... Read More

Beyond Management Coaching: When Things Are Getting Out of Control

Leaders and Managers often ask us, 'What do you do... Read More

Must Project Managers Be Technically Savvy?

"Must Project Managers be technically savvy?" This topic always seems... Read More

Increase In-House Nursing Homes Collections

The following nursing home collections report outlines 11 guidelines you... Read More

An Original Perspective on Waging Conflict as a Way to Promote and Restore Self-dignity

Conflict is a fact of life for all of us,... Read More

The DNA of Motivation

It really is about motivation. After all, what impels someone... Read More

Group Decision Making : Are the Decisions Really Made by the Group?

GROUP DECISION-MAKING: Many managers feel they are well-versed in areas... Read More

Effective Ways to Give Performance Feedback

Consequences of Not Giving Effective FeedbackLet's take a look at... Read More

Time for Change - Clearing the First Hurdle

"Here is Edward Bear, coming downstairs now, bump, bump, bump... Read More

An Honest Look at Your Business

There is a difference between being comfortable and being in... Read More

5 Surefire Ways to Bring Your Business Objectives Full Circle with Technology

All small to mid-sized company owners want to know where... Read More

Make a Difference - Sweat the Small Stuff First

My background is in retail management - yes, running stores,... Read More

Your Blueprint For Business Success

Before you start your own business one of the first... Read More

Management Apathy

I recently received a most interesting phone call.When I answered... Read More

Innovation Management ? Innovation or Profit?

Creativity can be defined as problem identification and idea generation... Read More

Communicating Effectively In The Workplace: Four Vital Steps

Ineffective communication is a major, yet avoidable, obstacle to business... Read More

The Power of Positive Communication

Communication is the key to your success at work, at... Read More

Dialogue: the Four Dialogic Principles For Successful Communication

"But you don't understand!" exclaimed the manager, "this new initiative... Read More

The Cheapest, Forget It !

Wouldn't it be great if we got get the cheapest... Read More

How to Dodge Distribution Difficulties

It happened again. I ran into an old friend while... Read More

Whadda Jerk!

If one does not understand a person, one tends to... Read More

Take This Into Consideration Before You Write Your Mission Statement

What principles should a company keep in mind when developing... Read More

The Communications Myth

Living in the 21st Century is truly marvelous, isn't it?... Read More

Effective Multi Cultural International Business Meetings

Of the many areas in international business where cultural differences... Read More

Problem-Solving Success Tip: Define the Problem First

Define the Problem First. It seems obvious, but how many... Read More

Understanding Every Aspect of Your Organization

GET TO KNOW YOUR ORGANIZATION: If you don't understand an... Read More

Unravelling the Data Mining Mystery - The Key to Dramatically Higher Profits

Data mining is the art of extracting nuggets of gold... Read More

Training and ROI (Return On Investment)

Statistics consistently reinforce that the biggest challenge in today's contact... Read More

Employees Commit Corporate Fraud

Imagine the following scenario; Ten years ago you decided to... Read More

Project Management - I Want It ALL

The knee-jerk response to prioritizing requirements is to mark everything... Read More

Coaching Employees in the Workplace

After a full week of training, you are still a... Read More

Do You Really Care What People Think?

You had better care! Because what people think usually leads... Read More

Quick Tip - Effective Meetings Earn a Profit

Most people treat meetings as a free resource that can... Read More