The changing world of the trainer- the role of technology

Martyn SlomanChartered Institute of Personnel and Development

www.cipd.co.uk/presentations m.sloman @cipd.co.uk

The 1990s: technology transforms training

‘90% of training in organisations should be delivered electronically by 2003’Tom Peters speaking at the ASTD Conference, Florida, June 2001

Trust your judgement

“For every complex problem, there is a solution that is simple, neat, and wrong”

H. L. Mencken

Strategies for effective e-learning2

E-learning: progress and prospects1

www.cipd.co.uk/helpingpeoplelearn

People and technology: current issues3

www.cipd.co.uk/presentations www.cipd.co.uk/helpingpeoplelearn

ASTD State of the Industry Reports“Use of Learning Technology”

1997 – 9.1% 1998 – 8.5%1999 – 8.4% 2000 – 8.8%2001 – 10.5% 2002 – 15.4%2003 – 23.6% 2004 – 27.0%2005 – n.a. 2006 – 30.2%

www.astd.org2004 – 37.7% 2005 – 36.9% 2006 – 39.9%For benchmark forum organisations

• most organisations (57%) use e-learning, it’s available to many more people than actually make use

• “which learning and development practices are most effective?” (7%)

• “e-learning is more effective when combined with other forms of learning”

• “e-learning demands a new attitude on the part of the learner”

CIPD 2008 : Annual Learning & Development Survey

…..and e-learning accounts for 12% of total training time for those who use e-learning

www.cipd.co.uk/surveys

Optimism for the future

….. e-learning accounts for 12% of total training time now but 27% in three years time

CIPD 2008 : Annual Training & Development Survey

….. 2001 actual of 10.5% compared with 25.0% estimate for 2004

ASTD 2003: State of Nation

‘some time over the next three seasons’

The potential of e-learning is huge - but progress to date has been patchy

E-learning is about learning - not about technology

Start with the learner

Support and automate

Take account of intermediaries

Good design engages the learner and embeds activity in the organisation

Relevance drives out resistance

Helping people learn

www.cipd.co.uk/helpingpeoplelearn

How can we support accelerate and direct learning towards an organisation’s strategic needs?

Value of learning

Back2Basics

“What matters is the effect on performance and hence profitability. That should be our focus and this is part of the overall business change initiative.” ”

Garcia Williamson, Director of Talent, Hilton Hotel Corporation

“Because of the nature of the business we can't train everyone to do everything. The emphasis is on getting people to learn within the environment where they work and getting them to adapt and apply that knowledge”

Lorna McKee, Area HR Manager, Hilton Belfast

Back2Basics

Jan 2007 / FO 703 Guest Arrival 23

WelcomeFront Office Check In and Guest

Registration Bitesize Training

“Guests feel comfortable, welcome and confident about being in a Hilton Hotel”

Jan 2007 / FO 703 Guest Arrival 24

?Why is Guest Check In and Registration

important?

                                                              

Personal development plan

Evaluation of role at an incident

A new system at the Comet Customer Support Centre

What agents enjoy and what they don’t

“Helping an elderly person getting used to remote control on her TV and receiving her thanks”“Dealing with customers who won’t let me help them, because they are so angry and frustrated with their experience"

What agents enjoy and what they don’t

“Helping an elderly person getting used to remote control on her TV and receiving her thanks”“Dealing with customers who won’t let me help them, because they are so angry and frustrated with their experience"

How agents learn

• “You can’t create the same environment in the training room; you can role play as much as you like but every customer is different”

• “It wasn’t until I got on the phone and started to do it

myself that I felt confident that I was learning.”

“experienced people, engaged in what they are doing, drives business success” Gareth Rayworth, Centre General Manager

“We used to train joiners on absolutely everything and we scared people by showing them too much. We now get them on their feet with an understanding of the basics and put procedures in place so they learn on the job after that” Emily Warr, Training Manager

Aligning organisational and individual needs

“you feel you are a little engineer yourself”

“the systemic relations among technology, organisations and people that are in important in delivering the promises made for new technologies.”

Graeme Martin

Aligning organisational and individual needs

Trainingan instructor-led, content-based intervention, leading to desired changes in behaviour

Learninga self-directed, work-based process, leading to increased adaptive capacity

Terms used in articles

Web 2.0/social networking?

“the second-generation of internet-based communities that encourage collaboration between users”“the business revolution in the computer industry caused by the move to the internet as platform, and an attempt to understand the rules for success on that new platform”

www.cipd.co.uk/helpingpeoplelearn m.sloman @cipd.co.uk

Thank you