In a time when compliance regulations are becoming more and more nuanced, knowledge testing isn’t enough. Risk and Compliance teams must now focus on and demonstrate the impact of their training on the behaviour of their employees – and learner engagement is essential. These slides are from a webinar held on 8th August 2019, with Eukleia’s Consulting Lead, Patrick Thomas, and LEO Learning’s Principal Learning Consultant, Kath Fleet, who explored how to build engaging compliance training that focuses on behaviours first, with measurement in mind. They looked at techniques that enable you to prove the impact of your training on the culture of the organisation and the front-line behaviours that result from this. Discover more here: https://eukleia.com/2019/07/16/webinar-how-to-create-engaging-compliance-training/

1. Patrick Thomas, Consulting Lead, LEO Learning & Eukleia
Kath Fleet, Learning Consultant, LEO Learning
How to create engaging compliance training

2. Introductions
Patrick Thomas
Consulting Lead
Kath Fleet
Learning Consultant

3. How do we design for engagement?
What do we mean by behavioural design?

7. What do we want to achieve?

9. Do you currently create personalised
learner journeys through your
compliance courses?
❏ Yes
❏ No
Polling question

10. Getting to the HEART:
Personalisation

11. By role, region or knowledge

12. By performance

13. Getting to the HEART:
Storytelling

14. With or
without
video

15. Teasers: Seed the story through ambient messaging

16. Do you deliver compliance training
through integrated campaigns?
❏ Yes
❏ No
Polling question

17. A helping HAND:
Scenarios

19. MARKET
CONDUCT
● Market
Conduct
● Information
Barriers and
Confidentiality
● Competition
Law
PROTECTING
INFORMATION
● Cyber
Security
● Data
Protection
FIGHTING
FINANCIAL
CRIME
● AML and
Fraud
● ABC and Tax
Evasion
● Sanctions
● Conflicts of
Interest
● Individual
Accountability
Regime
● Whistleblowing
● Code of Ethics
RISK
● Operational
Risk
CONDUCT &
ETHICS
The real world: Stories that cut across content groups

20. END
SCENARIO
Story structure and spaced learning
MARKET
CONDUCT
PROTECTING
INFORMATION
FIGHTING
FINANCIAL
CRIME
RISK
CONDUCT &
ETHICS
Information Barriers
and Confidentiality
content
1 scenario to reinforce
learning
Follow up scenario on
Information Barriers
and Confidentiality
Consequences of
earlier scenario
decisions affect what
happens in this
chapter

21. Getting it into your HEAD:
Spaced learning in the
flow of work

22. Campaign launch in team/social
space to encourage discussion &
sharing
Content released episodically.
‘Cliffhangers’ drive curiosity
Momentum sustained through nudges and
resources posted to team/social spaces

23. Knowledge elements: Brief,
pragmatic, behaviour-focused

24. Getting it into your HEAD:
New assessment models

25. Do you assess your learners’
confidence as well as competence?
❏ Yes
❏ No
Polling question

26. Multi-dimensional assessment

28. What do we mean by designing with
measurement in mind?

29. Compliance training is good for business.
Let’s prove it

30. Can you confidently say that you
currently measure the behavioural
impact of your compliance training?
❏ Yes
❏ No
Polling question

31. Building the chain of evidence
Engagement
Knowledge, skills
& attitudes
Performance
Behaviours
Business Change
Has the learning
landed?
Has learning taken
place?
Have the performance
behaviours changed?
Has business
performance
improved?
Learning delivery Learner Change and
Performance
Business Impact

32. Link learning design to measurement
Have they
learned it?
What do people
need to learn?
Are people
doing that?
What do people
need to do?
Did they
complete it?
What training
is required?
Was the goal
achieved?
Business goal
Learning Design
Measurement

33. Questions?
33

34. Thank you
Download our ebook: https://eukleia.com/resources/ebook-creating-engaging-
compliance-training/
Email us: info@eukleia.com
34

35. Sources of evidence for measurement
Engagement
Knowledge, skills
& attitudes
Performance
Behaviours
Business Change
● Access info
● Logins by month
● Completion rates
● Re-visits
● Time using
resource
● Drop out info
● Popularity of
learning pathways
● Service utilisation
(externals)
● Search information
/ search failures
● When are no-
shows occurring?
● Upfront diagnostics
(including 360)
● Post intervention
online assessments
(immediate & after
3 months)
● Marked work
(forms, reports)
● Peer assessment
● Demonstration
● Confidence
measures taken
after every
intervention
● User surveys
● Manager surveys
● Interviews (in
manageable
numbers)
● Surveys of coaches
and mentors
● User observation
● Service user
feedback (net
promoter score)
● Activity monitoring
software
● Performance
tracking
● Business Metrics &
KPI’s
● Profitability,
Growth,
Productivity etc.
● Improved staff
retention
● Regulator feedback
● Faster turn-around
times
● Money saved by
new approach
● Money saved by
outcomes

36. Case study: VISA
Examples of data for the digital campus

37. Case study: VISA
Examples of data for the physical campus

38. Measuring
curiosity and
rewarding
learners for their
engagement
Case study: Fidelity International