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?
How do you currently
measure your training
program and efforts?
What we hope you take-away:
How to identify key performance indicators for important soft skills in
your organization.
How...
Executives Want to See More Impact and Value
RANKED
IMPORTANCE TO
EXEC’S
MEASURE
LEARNING
EVALUATION LEVEL
EXAMPLE
CURRENT...
What are soft skills?
Sometimes, easier to say what they are not . . . .
Methods, processes
or disciplines
Occupational skills
Knowledge
What are soft skills?
Work Ethic
Attitude
Communication Skills
Emotional Intelligence
Collaboration
…
Soft skills aren’t optional.
75%
of long-term job success
depends on soft skills
SOURCE: Stanford Research Institute Inter...
LEVEL 1
Reaction
LEVEL 2
Learning
LEVEL 3
Behavior
LEVEL 4
Results
Participant
satisfaction
Knowledge, skills
and attitude...
It's not the 95% that's right that makes
something work; it's the 5% that's wrong that
messes everything up.
Source: Measu...
SYSTEM/PROCEDURE
CHANGES
INCENTIVE/MOTIVATION
MANAGER
SUPPORT/ATTENTION
EXTERNAL FACTORS
EFFECT OF
LEARNING ON
IMPROVEMENT...
Trend Line Analysis
Recruiters and Hiring
Managers Group 1
Recruiters and Hiring
Managers Group 2
Control Group
PARTICPANT AND MANAGER
ESTIMATION
only as good as the employees
ability to provide information
SENIOR MANAGEMENT
ESTIMATIO...
What, if anything, did
this person learn that
was new?
How, if at all, did this
person use the new
learning in some sort o...
1
2
4
3
Focus on what you’re
evaluating
Create an impact
model that defines
potential results and
benefits.
Survey and sel...
Identify
Performance
Areas
Engage Key
Stakeholders
Clarify and Define
Training
Establish Key
Performance
Indicators and Me...
SKILL/
CAPABILITY
DEVELOPMENT OPTIONS MY DEVELOPMENT
ACTION
TIMING
Leading meetings Video: Leading Meetings -
Create meeti...
Organizational
Goals
Business Unit
Goals
Employee Behaviors or
Actions
Employee Skills or
Knowledge
2. Create a Model for ...
WHICH STATEMENT BELOW BEST DESCRIBES YOUR EXPERIENCE SINCE PARTICIPATING
IN THE PERFORMANCE MANAGEMENT TRAINING?
a. I lear...
Unsuccessful Successful
Positive influences:
On-demand access to resources
Opportunity to apply learning
Peer support
Seni...
Areas of increased
performance
The value of
this increase
The costs to
deliver value
Recommended
improvements
to increase
...
Measuring soft skills
Examples and use cases…
Collaboration Skills
TRAINING COSTS IMPACT
Human Resources: $180,000
Stakeholders: $480,000
Total = $660,000
• Release cyc...
Collaboration Skills
VALUE ADDED TOTAL VALUE GAINED
• $1,200,000 in new sales with 90-day product
release target
• Payroll...
Delegation Skills
TRAINING COSTS IMPACT
Human Resources: $1,000
Stakeholders: $720
Total = $1,720
• Newly promoted manager...
Delegation Skills
VALUE ADDED
TOTAL VALUE
GAINED
• Costs per manager are $60.00 each by using online delivery of
content.
...
Problem Solving Skills
TRAINING COSTS IMPACT
Human Resources: $90,000
Managers & Reps: $250,000
Total = $340,000
• Custome...
Problem Solving Skills
VALUE ADDED TOTAL VALUE GAINED
• Complex training program lasted a full year.
• In the 12 months af...
6.8%
of total economy per
year in gross value
added
Soft Skills
Soft Skills are important in
every sector.
especially…
Bus...
According to CareerBuilder Soft Skills
remain the most sought after skills in
new hires:
Problem solving
Collaboration and...
KEY TAKE-AWAYS
Soft Skills form the foundation of most professional and
business success.
Measuring the impact of soft ski...
Training Payback vs. ROI
NEW Train the
Trainer Series
• Training Management
• Research
• Content Development
• Training De...
Getting Good at Surveys and Analysis
Improve employee performance with the largest
and fastest-growing library of training videos.
www.bizlibrary.com/free-tria...
Jessica Petry
Sr. Marketing Specialist
jpetry@bizlibrary.com
@JessLPetry
@BizLibrary
Chris Osborn
Vice President of Market...
Visit align.bizlibrary.com to learn more.
How to Measure the Impact of Employee Soft Skills Training | Webinar 06.02.15
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How to Measure the Impact of Employee Soft Skills Training | Webinar 06.02.15

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Veröffentlicht am

Why do organizations struggle with measuring the impact of their soft skills training? We know that improved communications skills make our colleagues better sales professionals, HR professionals, customer service professionals, etc. But getting to actual proof of this “knowledge” isn’t always easy.

In this session, we will explore a range of soft skills training and development challenges, and we will provide a framework for building a measurement and metrics methodology to capture the business benefits and impact of improved performance in soft skills.

www.bizlibrary.com

Veröffentlicht in: Business

How to Measure the Impact of Employee Soft Skills Training | Webinar 06.02.15

  1. 1. ? How do you currently measure your training program and efforts?
  2. 2. What we hope you take-away: How to identify key performance indicators for important soft skills in your organization. How to build a process for capturing the business benefits of soft skills improvement. How to create measurement plan for your program.
  3. 3. Executives Want to See More Impact and Value RANKED IMPORTANCE TO EXEC’S MEASURE LEARNING EVALUATION LEVEL EXAMPLE CURRENTLY MEASURED 1 Impact 4 “The Accel project contributed 20% to our reduction in error rates this fiscal.” 8% 2 Value 5 “Within one year, the East program will achieve a 2:1 benefit- cost ratio.” 4% 3 Awards 0 “Our learning program won an award from Chief Learning Officer magazine.” 40% 4 Application 3 “78% are applying their new skills to their jobs” 11% 5 Learning 2 “92% of participants increased their skills” 32% 6 Activity 0 “Last year 7,800 employees participated in our learning programs” 94% 7 Efficiency 0 “Formal learning costs $2.15 per hour” 78% 8 Reaction 1 “Employees rated our training very high with an average of 4.5 on a 5 point scale” 53% SOURCE: How Executives View Learning Metrics by Patti and Jack Phillips, CLO Magazine, Dec 2010
  4. 4. What are soft skills? Sometimes, easier to say what they are not . . . .
  5. 5. Methods, processes or disciplines Occupational skills Knowledge
  6. 6. What are soft skills? Work Ethic Attitude Communication Skills Emotional Intelligence Collaboration …
  7. 7. Soft skills aren’t optional. 75% of long-term job success depends on soft skills SOURCE: Stanford Research Institute International and the Carnegie Melon Foundation
  8. 8. LEVEL 1 Reaction LEVEL 2 Learning LEVEL 3 Behavior LEVEL 4 Results Participant satisfaction Knowledge, skills and attitudes Application and on- the-job learning Business impact LEVEL 5 Return on investment Kirkpatrick – Phillips Model
  9. 9. It's not the 95% that's right that makes something work; it's the 5% that's wrong that messes everything up. Source: Measuring, Managing and Maximizing Performance, Will Kaydos
  10. 10. SYSTEM/PROCEDURE CHANGES INCENTIVE/MOTIVATION MANAGER SUPPORT/ATTENTION EXTERNAL FACTORS EFFECT OF LEARNING ON IMPROVEMENT TOTAL IMPROVEMENT AFTER PROGRAM Isolation Techniques
  11. 11. Trend Line Analysis
  12. 12. Recruiters and Hiring Managers Group 1 Recruiters and Hiring Managers Group 2 Control Group
  13. 13. PARTICPANT AND MANAGER ESTIMATION only as good as the employees ability to provide information SENIOR MANAGEMENT ESTIMATION bias and simple human error SUCCESS CASE METHOD What did this person learn that was new? How did this person use the learning on the job? Did the usage help produce a worthwhile outcome? Other Methods
  14. 14. What, if anything, did this person learn that was new? How, if at all, did this person use the new learning in some sort of job-specific behavior? Did the usage of the learning help to produce any sort of worthwhile outcome? 1 2 3 SOURCE: Telling Training’s Story by Robert O. Brinkerhoff Success Case Method
  15. 15. 1 2 4 3 Focus on what you’re evaluating Create an impact model that defines potential results and benefits. Survey and select success versus non-success rates. Formulate conclusions and recommendations, value, and return- on-investment. 4 STEPS TO CREATE A MEASUREMENT PLAN
  16. 16. Identify Performance Areas Engage Key Stakeholders Clarify and Define Training Establish Key Performance Indicators and Metrics 1. Focus and Plan the Evaluation
  17. 17. SKILL/ CAPABILITY DEVELOPMENT OPTIONS MY DEVELOPMENT ACTION TIMING Leading meetings Video: Leading Meetings - Create meeting behavior expectations with your team Gather with team to discuss meeting management and to create meeting expectations that should be applied to all team and project meetings. Review monthly Action Plan or Skills Development Plan
  18. 18. Organizational Goals Business Unit Goals Employee Behaviors or Actions Employee Skills or Knowledge 2. Create a Model for Success
  19. 19. WHICH STATEMENT BELOW BEST DESCRIBES YOUR EXPERIENCE SINCE PARTICIPATING IN THE PERFORMANCE MANAGEMENT TRAINING? a. I learned something new, I have used it, and it has led to some very worthwhile results. b. I learned and tried some new things but can’t point to any very worthwhile results yet. c. While I may have learned something new, I have not been able to use it yet. d. I already knew about and was doing the things this training taught. e. I don’t think I can really use what I learned in the training. 3. Success vs. Non-success Rates SOURCE: Telling Training’s Story by Robert O. Brinkerhoff
  20. 20. Unsuccessful Successful Positive influences: On-demand access to resources Opportunity to apply learning Peer support Senior leader involvement Manager support
  21. 21. Areas of increased performance The value of this increase The costs to deliver value Recommended improvements to increase value 4. Recommendations, Value and ROI
  22. 22. Measuring soft skills Examples and use cases…
  23. 23. Collaboration Skills TRAINING COSTS IMPACT Human Resources: $180,000 Stakeholders: $480,000 Total = $660,000 • Release cycle of new products is at 180 days & we need it to be 90 days. • For every 30 days behind, we lose 8 new sales - $50,000 each. • 6-Team members lose 30 days each with monthly salary of $8,000 each ($48,000 per team).
  24. 24. Collaboration Skills VALUE ADDED TOTAL VALUE GAINED • $1,200,000 in new sales with 90-day product release target • Payroll gains and cost savings of $144,000. • Initial gain is $1,344,000 less the costs of $660,000 for a net gain of $684,000 in the first 90-days after the program finishes. $1,344,000 on a $660,000 program
  25. 25. Delegation Skills TRAINING COSTS IMPACT Human Resources: $1,000 Stakeholders: $720 Total = $1,720 • Newly promoted managers take an average of 16 weeks to gain full productivity • Goal is to reach 100% productivity in 8 weeks at a value of $72,000 for 12 managers. • Teams are less productive per employee as managers gain skills, and secondary goal is to increase productivity per employee.
  26. 26. Delegation Skills VALUE ADDED TOTAL VALUE GAINED • Costs per manager are $60.00 each by using online delivery of content. • Managers reached full productivity by learning to effectively delegate tasks and assume manager’s role in 8 weeks. • Gain in value of salary was $72,000. • Additionally, each team saw a .25% gain in per employee production of $18,000 total across the six impacted teams. $100,000 on a $1,720 program
  27. 27. Problem Solving Skills TRAINING COSTS IMPACT Human Resources: $90,000 Managers & Reps: $250,000 Total = $340,000 • Customer service satisfaction ratings of 3 or below during trials result in zero sales • Ratings of 4.5 or better result in won business 85% of the time • Goal is to reach 4.5 ratings or better in 85% of the surveys returned.
  28. 28. Problem Solving Skills VALUE ADDED TOTAL VALUE GAINED • Complex training program lasted a full year. • In the 12 months after the training program really began to show modifications in behaviors as proven by reaching 4.5 customer satisfaction scores 85% of the time • 24 additional deals were won on the same number of total trials. $1,200,000 on a $340,000 program
  29. 29. 6.8% of total economy per year in gross value added Soft Skills Soft Skills are important in every sector. especially… Business services Retail Public services 23% 2020 44% 2025 Contribution to the economy is expected to grow… SOURCE: January 2015 McDonald’s report on the economic value of soft skills
  30. 30. According to CareerBuilder Soft Skills remain the most sought after skills in new hires: Problem solving Collaboration and team work Communications skills Adaptability Dependability Initiative Innovative and creative
  31. 31. KEY TAKE-AWAYS Soft Skills form the foundation of most professional and business success. Measuring the impact of soft skills training requires a focus on the behaviors we are trying to modify and the KPI the behaviors support. The Success Case Method is an effective 4-step methodology that can provide clarity to help us see the impact of our soft skills training efforts.
  32. 32. Training Payback vs. ROI NEW Train the Trainer Series • Training Management • Research • Content Development • Training Delivery
  33. 33. Getting Good at Surveys and Analysis
  34. 34. Improve employee performance with the largest and fastest-growing library of training videos. www.bizlibrary.com/free-trial FREE 30-DAY TRIAL! no risk and no obligation
  35. 35. Jessica Petry Sr. Marketing Specialist jpetry@bizlibrary.com @JessLPetry @BizLibrary Chris Osborn Vice President of Marketing cosborn@bizlibrary.com @chrisosbornstl #BIZWEBINAR
  36. 36. Visit align.bizlibrary.com to learn more.

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