However, there is also value in the instructor development which may occur because of those spot checks – and that raises a few questions that I will attempt to answer.

How do you identify that there is an opportunity for improved performance (see, isn’t that better than saying there’s a problem that needs to be fixed?) and how do you develop that performance?

The identification of an opportunity for improved performance is sometimes quite easy. Studies show that virtually every training organization will conduct some kind of Level 1 survey at the end of a training session. These surveys typically ask about the content and how the content is presented. These end-of-course surveys are a great way to identify trends or isolated problems that may be occurring with a trainer.

• Using these surveys you can watch for trends. If a trainer’s average scores are dropping over a period of weeks, it is most likely is an indicator of decreased performance. Not always, of course. The content and the target audience can certainly also affect the perception of how the trainer performed. This is referred to as the halo effect. If the content rocked, the perception of the trainer does better. If the content is poor, or if the learner group is resistant, the trainer’s scores may be lower.
• As far as isolated incidents go, if a trainer is written up by a student on an evaluation for an inappropriate comment or process, it could be an indicator of a need for intervention. A situation like this, or something similar, would indicate a need to have an immediate chat with the instructor. However, we must always keep in mind that there are two sides to every story. Sometimes students (and trainers) just have a bad day.

Of course, there are many other ways to uncover a need for classroom observation. One of the things I like to do is hang around the break room when the students are on break. This subtle eavesdropping often offers more accurate evaluation of the instructor’s performance than the end-of-course surveys. And, there may even be the occasional situation where an instructor comes to you with a performance problem. Although, in our “excellence-as-expected-baseline” world, that doesn’t happen too often!

Any of these circumstances could signal the need for a classroom observation. If you make these occasional “drop-ins” a regular event, then your appearance in the classroom will not be stressful or distracting for the instructor and you will have a useful and natural work sample on which to base your observations of the instructor’s performance.

Make the private debrief a routine part of these classroom observation sessions, and try to schedule the debrief as soon as possible after the class. Make sure you start by identifying several of the strong points you observed. Then, mention one or two specific classroom behaviors to improve upon but make sure you have suggestions on how to improve those areas. And finally, close with a strong point.

Of course, your job is not done until the paperwork is finished. Be sure to make note of your observations so that you will know what to look for during your next “drop-in.”

As a training manager, one of the indicators of your success is the performance of your instructors in the classroom. Periodic spot checks are a great way of polishing that performance.

Paul

1. Get Organized – It is important to have order. It’s time to discard those old files and clear off the desk.
2. Review last year’s evaluations and identify your strengths and weaknesses. Choose one or two weaknesses that you would like to improve upon and create a plan and a timeline.
3. Identify and read a new industry-related book/magazine that can assist in staying abreast of the rapid changes occurring in the field of training.
4. Examine courses that you teach often and identify one or two things that could be done differently that might enhance the course and add more juice.
5. Try something new; an icebreaker, brainteaser, activity, or technique that you’ve never used before, and push out of your comfort zone.
6. Take another Langevin workshop and build on your knowledge and skills and become certified. The more we learn and grow, the more we can contribute.
7. Continue to read and comment on our blog and network on LinkedIn.
8. And finally, let’s have an Attitude of Gratitude. Let’s show gratitude for the opportunity to impart knowledge and skills that will help our participants improve their job performance.

Success is measured by the willingness to keep trying, so let’s begin this New Year with the spirit of joy and enthusiasm that will move our learners and ourselves to be better at what we do.

Linda

This is a great time to take action. As I examine the message on a card from my deck of inspirational thoughts, I find it fits perfectly with where I’m going with this blog. “Take action on your ideas. We can have many great ideas, but without action upon that idea, there will be no manifestation, no results, and no reward.” Not only is this great wisdom, but it is also practical advice as our training departments prepare and plan for the year ahead of us. Let’s take a look at three areas where we can apply such “timely” advice.

Our Organization

This is the time to examine how our organizations are executing their strategic plans. Have any major changes been made to the existing strategies and goals? How is our training department linked to such objectives and synergies and how can we support them or help the different departments succeed at achieving them? The current economic panorama demands that companies assess their operations in order to meet their goals and target numbers for the New Year with a more detailed eye than ever before. We, as training professionals, have the responsibility to follow suit and provide a supporting strategy that shows we are in alignment with the bigger picture

It is likely that some of the organizational priorities for last year have shifted in some way or another. This automatically means we need to be tuned in to those changes or developments so that we may provide the training (knowledge and skill) support that the company requires. It is also a key time of the year to conduct a performance analysis of the company’s core processes in order to provide any possible suggestions for improvement or validation of efficiency.

Ourselves

Another important task to consider within our training departments is to carefully assess how our own current level of competencies, talents, and skills are in measure up to those that will be required to satisfactorily support the overall organizational strategy. When was the last time we took a workshop to “sharpen the saw” as Stephen Covey recommends in his highly acclaimed book? The same way we provide courses, job aids, and performance tools to our companies’ employees so they are equipped with the competencies needed to do their jobs and reach targets, we too need to keep our skill set at top speed.  Do you need to brush up on your instructional design skills, or establish a company-wide training advisory board? Maybe you have been given the responsibility of converting a number of your courses into an e-learning strategy. Do you have what it takes to make it happen?

I always find it interesting how quick we are to assess the needs of our companies at the start of the year, or how soon after the first week in January everyone comes up with very important projects for us to work on, yet we tend to forget we need to maintain momentum and keep our skills up-to-date with the demands of the industry. I am often on an airplane and it is always fun to realize that the safety message from the airline always and forever reminds us, “in the case of a sudden change in cabin pressure…put YOUR mask on first before you help others with their masks.” Are we truly and fully making sure our mask is on right? What are we doing to stay on top of our game?

Others

We maintain a broad and big-picture mindset as we move forward and set new objectives and strategies for the year – and paying attention to what other people and companies are doing is helpful. Why reinvent the wheel? If there are models of success out there, let’s find out how they may be applicable to our needs and the needs of the corporations we support. The January-February issue of Harvard Business Review focuses on ways to transform our businesses to meet today’s challenges and demands.

So, as you get set to start this New Year, remember to ask yourself some key questions: What is the focus for your company for the New Year? How are you going to support it? Is your skill-set up-to-date? When was the last time you “sharpened your saw?”

What ideas do you have to help your team gear up for 2010? And, I prompt you to share with our readers your breakthrough ideas for the beginning of the year for the benefit of us all. What suggestions do you have or what advice can you offer about what you have tried but not seen results from so that others have a better chance to succeed. I look forward to hearing from you.

José

Another January, another new year, another decade, all of which means only one thing: It’s time to make a new years’ resolution. Yay!

We’re all too familiar with January, a time for a new start for many people where the goal becomes getting healthier and maybe even losing a few unwanted pounds gained during the holiday season. Health clubs, gyms, and YMCA’s look forward to January each year because new memberships spike in response to everyone’s longing to achieve their goals. Unfortunately, come March or earlier, at the first scent of warmer weather, going to the gym becomes as stale as those holiday cookies buried in the cupboard.

Well, do not get discouraged because I have a better alternative this January, and it is all about gaining – and I do not mean weight! You see, having been with Langevin for over 10 years, I can easily say that I have never had one class where there was someone who  did not struggle with gaining management support and buy-in for their training. So, as we start this New Year, I have some simple, yet effective, steps you can take to help you gain management support and buy-in for your training programs – and they are guaranteed not to go stale on you in a few months!

1. Be visible in your organization.

People do not tend to work freely with, or support, people they don’t know. Additionally, if you are not visible, then you are easy to forget. Attend key management meetings, go to the company picnic, pop your head into the VP’s informal birthday party for a small slice of cake (but remember our new years’ resolution!) Make a weekly plan of key activities you will attend, so that you are visible to the organization and making connections with your colleagues.

2. Always maintain a positive attitude and a smile.

People will also not tend to work freely with someone who is grumpy.

3. Train yourself, and your staff on how to conduct ROI’s and Level 3 and 4 evaluations.

If you really want management support and buy-in, you must show the WIIFM (What’s in it for me) or benefit to the company of how your training impacts the bottom-line. Remember this powerful phrase: If you cannot measure it, then you should not train it. Use metrics in your training. Unsure of how to do this?  The good news is that we offer several programs to help you over this hurdle. Now we are ready for the final step.

4. Add to that weekly plan by allotting some time to spend with other departments.

You can have lunch with management, job shadow, or even try doing a task for someone else here or there. I suggest doing these activities because, not only will they continue to give you visibility; they will provide you with the skills that you need to speak the language of each department and the organization. Becoming a strategic partner, where you help solve job performance problems, rather than a program peddler, will create management support and buy-in for your training.

Our mission at Langevin is to provide trainers with the skills, knowledge, and materials you need to succeed in your careers – powerful tools that can help you gain ground with management for your training programs this New Year.

Happy New Year!!!

Ron

The outcome of this type of merger? Employees at all levels of the newly merged organization will be experiencing a big challenge in assimilating. This presents the merging Training & Development teams with the opportunity to combine resources, help to manage the integration process, and hopefully soften the blow that productivity and customer service levels may experience.

Put the T&D Department in Order

A place for every one and everyone in their place! Change Management must start with the Training Department. As T&D probably will be responsible for leading the change at all other levels in the organization, we need to be at the front of the line in managing the changes that will come when T&D teams merge.

One of the first issues that the newly formed T&D department needs to address will be how both T&D teams will fit under the new organizational chart, which team members will assume which responsibilities, and how they can all operate as a team.

Next, the newly formed T&D department should probably assess the existing operational plans and/or curriculums that both companies brought to the table so the new department can determine which courses and offerings to continue as is, which to merge or revise, and which ones to eliminate altogether. For example: Does one company use a Learning Management System while the other still employs manual records? Do customer service courses complement or crash with each other? Which best practices will be adopted and from which company?

Helping the Organization

Once T&D’s house has been put in order, it can turn its attention to helping the organization. While it is common at this stage of the merger that the movers and shakers have probably already addressed managerial needs, it is not unrealistic for middle and upper management to be the ones needing the most help with the cultural assimilation. This is because they probably hold the highest level of responsibility in meeting expectations and demands from managing directors and above. Helping to identify and integrate managerial styles is key to the success of any merger. We are seeing an increased need for executive and managerial coaching in areas like the Myers-Briggs Type Indicator, DISC, Strategic Planning, Project Management, and Performance Scorecarding; areas where the T&D department can offer assistance to its management group.

Finally, it should not come as a surprise that some associates may find themselves without a job in the newly merged corporation. Many organizations have adopted the practice of offering Resume Writing Skills workshops, techniques for successful job interviews, and other similar processes to help people manage the sense of identity crisis they experience when they are “no longer needed.” This is a role that perhaps the newly defined T&D department can fill.

So, tell us…what is your experience with Mergers & Acquisitions and the way it impacts training? How has your training role evolved as a result of a merger? What best practices have you put in place to assist the organization as well as the individual associates who have been impacted? Based on your comments we can expand on any specific angles you wish to.

I look forward to hearing from you and sharing your experiences with our readers.

José

Everyone has probably heard the cliché, “If I had a penny for every time I heard…I’d be rich.” Well, I might not be rich, but I know for sure my jar of pennies would fill up pretty quickly if I collected one every time I heard a client say, “I’m tired of the training department being perceived as being of such little value to the organization.”

Learning how to play politics will help you shed this unfavorable image. Now I know it may not be an easy task. However, if you stick with the plan that I am going to outline, you will experience success. I am excited for you, so let’s get started – it is a simple four-part process!

1. Watch your attitude:

As a representative of the training department, are you a positive, friendly, and affirming individual, who people enjoy “bumping” into? Nobody wants to work with an “Eeyore.” (Do you remember that dismally gloomy donkey from “Winnie the Pooh?”)

2. Improve your listening skills:

I met an individual who told me that he runs his business by listening. He said it was like putting your ear to a railroad track; you can hear the train-a-comin’ long before it arrives. Listening to what is important to people shows respect and concern.

3. Attend key operational meetings:

Once you get to know people in your organization and what their passions are, then you can become a valuable resource by helping them meet their goals and visions. Also, operational meetings will provide a platform for you to educate and inform your organization on how training is a key strategic partner in your company.

4. Be visible:

Walk around and show an interest in people by asking them how their weekend was or how is the health of their mom/dad/brother/sister/etc. who just had surgery? Make a point to remember names and situations.

Once you incorporate these four steps so they become a natural part of your management style, then you will be able to run your training department like a real strategic partner, and not just another “program peddler” providing no value. And here are some more tips for dealing with office politics.

Thank you for reading this blog, and please let us know how it is going.

Ron

It’s always easy to chat with an instructor after a successful training. But about when something went wrong in a session? Then it’s not quite so easy.

Any time the scores are low, it’s time to arrange a strategy session to see things we can tweak to make any future sessions better.

And when the instructor’s scores are consistently low over a number of workshops, it’s a signal that we should be taking a close look at what the instructor is doing. And, by that I mean a literal close look. It’s time to sit in while the course leader is instructing for half an hour, or even longer.

As you are observing, watch for the following:

• Does the instructor have difficulty explaining the concepts in a way the learners can understand?
• Is he or she using ineffective instructional techniques?

If so, it’s time for “The Talk.”

BL (Before Langevin), one of the many interesting jobs I had in the training world was as lead instructor for a non-profit: the United States Parachute Association. I was responsible for conducting a training and certification camp for its instructors for a specific type of training. During that time, I evaluated and debriefed over 1100 would-be instructors. Now, these instructors had a lot riding on my performance evaluations, so as you can imagine, they were pretty sensitive sessions.

Here are some things I picked up when providing tips to improve performance based on your observation of training:

Select a neutral ground when possible.

Your office can be intimidating. Is there an open classroom where both of you can relax? Behind your desk in your office puts you in the “position of authority.” Well, you are anyway, but why structure the interview to be more intimidating?

Arrange the session as part of a normal debrief.

Each time you observe an instructor, provide a feedback session.  By doing this, a session with you isn’t automatically seen as “oh, I’m in trouble.” This allows the instructor to be more receptive to suggestions.

Begin the session by asking the instructor if he/she wants feedback.

Only a few times did instructors that I debriefed say no and those times were when they knew they blew the evaluation. If an instructor answers “yes,” you’ve just received permission to make suggestions instead of imposing your opinions.

Ask the instructor how he/she felt during the observed session.

This can provide valuable insight to you on their instructional awareness. Additionally, if they identify areas of possible improvement, you are no longer the one introducing them. They may be more receptive to tips on how to improve performance. Incidentally, you have probably already found that most instructors are exceptionally self-critical, so you can let them know they did better than they thought.

Start by identifying some things done well.

This gets the instructor in a better frame of mind to receive suggestions for improved performance.

Identify specific ways that the instructor may improve.

Be very detailed with techniques that will result in better performance. Unless you are providing a written evaluation, only identify the three or four specific things that need to improve. More than that will not be remembered or acted on. If you are putting your evaluation in writing, the instructor has something to refer back to. However, identifying a whole list of things makes it difficult to focus and act on for the instructor (and for you to monitor).

Close with a positive statement.

Sometimes a challenge, but important if the overall session is to be seen as constructive.

All this seems somewhat manipulative and proscriptive, but what are the alternatives? You want the session to be productive and, ultimately, to be well received so that the result is improved performance. By following this program, you increase the chances that your coaching will be received in a positive manner and you will also provide a behavior model for what they should do when dealing with their own students.

Paul

Early in my training career, I would get frequent calls for “refresher training.” These courses included topics and tasks that the audience should know, but somehow forgot. So once again, the training department would take on the role of “Train it Again Sam.”

What can we do to help organizations use our training resources more efficiently and effectively? We can start by educating the decision makers who request training. And yes, these people can be our most challenging audience. So, what can we do to help them “get training?”

Let’s look at a couple of key steps:

Performance Analysis

The first, and most important, step to successful training is conducting a Performance Analysis. This is where we will discover the primary cause of poor performance. And remember, training can only resolve performance issues that are caused by the lack of knowledge or skill. Many of my Langevin students will confirm that if they try to provide training without first conducting a Performance Analysis, they end up wasting resources. Time, money, and training credibility can be lost on courses that aren’t really needed. Completing a Performance Needs Analysis is a crucial step in determining if training is even necessary.

Training Goals

Another step that can help the organization “get training” is to incorporate training goals that include measurable results as a part of every employee’s annual performance evaluation. Once an organization realizes that the goal of training is to actually improve job performance, the perception that training is just another event to send employees to, will end. And, once the organization supports a learning environment, training will be encouraged at all levels. As organizations are constantly changing, this element greatly helps with these changes.

As we end this discussion we see that just a couple of basic ideas may affect the perception of training in our organizations. By conducting a Performance Analysis and implementing individual training goals we can become an integral part in improving our organization’s learning climate as we work to gain the help and support of management to make training as efficient and effective as possible within our organizations.

I hope these ideas help you in this process. What ideas do you have? I’d love to hear them.

Langevin Team

Perhaps we should start with a definition because most people recognize when they see it in action but find it difficult to define. According to Wikipedia, “Office politics is simply how power gets worked out on a practical day-to-day basis.” According to BNET Business Dictionary, “Office politics involves the complex network of power and status that exists within any group of people.”

Now the question, do we have to get involved? Let’s focus on the training department, for just a minute. Aren’t we always trying to justify our existence, broaden our reach and make an impact?  Don’t we need to gain support for our initiatives and maximize the value of our department?  Aren’t we always fighting for resources so that we can accomplish our goals?

Let’s face it. If we want to raise the profile of our department, we need to be politically savvy. At Langevin, we’ve even devoted a section to politics in our The Advanced Training Manager Workshop. In it, we explain how to navigate the politics of training in your organization. Specifically, we cover how to assess your organization’s political landscape and how to defend against devious political tactics.

I’ll admit that I never gave this much thought, early on in my career.  Interestingly enough, with ALL my education, I don’t recall ever learning how to play the game of politics. Apparently, I’m not alone on this.  Corporate Coach Dr. Lois Frankel has written many books about it, including “Nice Girls Don’t Get The Corner Office: 101 Unconscious Mistakes Women Make That Sabotage Their Careers.” Somehow, I feel better knowing I’m not the only one!

In her book, Dr. Frankel says that women don’t play the game. We see work as an event where everyone comes together to play nicely. Not only is business a game, it’s a game that changes. It has rules, boundaries, winners, and losers.  Never forget that you’re there to win the game of business.

She goes on to say that no one gets promoted purely because of work. Likability, strategic thinking, and networking are all part of success. If you’re not wasting a little time building relationships, you’re doing something wrong.

Other mistakes women are guilty of? We make our offices too girly (it diminishes our credibility), we skip too many meetings, we’re too modest, we ask for permission instead of presenting a plan, we explain too much, and we cry. Beside the last one, she writes one word: DON’T! I guess just like there’s no crying in baseball, there’s no crying at work.

So, how do I play the game? I will continue to give my best work possible. I will also continue to fight for things that I believe in. I will always be diplomatic, respectful, and sincere. What about you? Do you know how to play?

Marsha

]]> http://www.langevin.com/blog/2009/10/05/the-game-of-office-politics-%e2%80%93-do-you-know-how-to-play/feed/ 2 http://www.langevin.com/blog/2009/09/28/from-my-laptop-screen-to-yours/ http://www.langevin.com/blog/2009/09/28/from-my-laptop-screen-to-yours/#comments Mon, 28 Sep 2009 15:05:17 +0000 Alan Magnan http://www.langevin.com/blog/?p=768 I started my career in high tech, first working for a telecommunications company and then a software company, before joining Langevin Learning Services. As a result, I’m still a techno-geek at heart, and I spend a lot of time online.

Because I also love the training field, I end up on a lot of discussion boards and forums for training professionals. I thought I’d share some of my observations about the trends in the business, based on what training professionals are saying to each other. To be fair to those who have shared great ideas (or conversely, not-so-great ideas) I won’t be referring to any particular forum or group in my following comments:

Knowledge and Skill

To begin, there is definitely widespread use of the words “knowledge and skill” out there when it comes to training. I find that encouraging. But, when you dig a little, it seems training professionals often focus more on the knowledge part than the skill part when you get knee-deep in the details. We could benefit from putting more emphasis on the skill aspect of training: leaving out nice-to-know content, including more how-to material, and building in more exercises for our learners.

Technology in Training

I’ve noticed trainers are always looking for new ways to use technology in training. From sharing opinions on e-learning authoring/delivery tools, to posting discoveries of emerging technologies that may someday provide new training modes, trainers are combing the web for technological advantages. Even nicer, many trainers are staying clear-headed, not getting caught up in the whiz-bang coolness of the technology, and keeping a focus on sound training principles. I hope this trend continues and even rises. Sadly, there are still a few people out there who think e-learning should solve all training needs, although they appear to be the minority.

Helpful Trainers

Trainers are a helpful bunch. Maybe it’s due to all our dealings with managers on the front end, and with learners on the back end, but I’ve noticed a huge tendency to be very diplomatic in expressing our thoughts about training in general. Even strong differences of opinion posted online have been tempered with disclaimers of possible exceptions, adaptations, and professionalism. Well done, trainers! No flame wars for us!

Front-End Analysis

There seems to be a lot of focus on how to design or deliver training with efficiency and effectiveness, but I’ve noticed an absence of front-end analysis thought. Perhaps we are resigned to defer to managers’ judgment, have given up on needs analysis, or simply don’t know enough about it to implement it more prevalently in the training world. I’ve simply seen too many posts about training programs that are telltale signs of knee-jerk reactions by management or common misconceptions that training can solve any performance issue. When put to the question, most trainers would say, “No, training is not the solution to every performance issue.” But I’ve seen too much evidence of trainers failing to consider that question at the start of new training projects, and feel we’re still letting “bound-to-fail” projects creep into our project plans.

Trainers Agree…

Finally, if there’s one thing trainers agree on, it’s that there isn’t just one correct way to handle training. It looks like we really get it: We’re helping human beings do their jobs better. And if there’s one thing we know for sure about human beings, it’s that not everything will work equally well for everyone. I’m very grateful to see how adaptable and open-minded we are as professionals. Not only are we open to new ideas, but we are ready and even eager to consider adaptations to best practices, all in the name of maximum benefit for our respective organizations.

If you want to form your own opinions about what trainers are discussing online, just Google the following words: “training forum discussion board” Just be prepared to weed out the results that lead to animal training or personal training.

Alan