The document discusses factors that impact learning and performance in a training context. It identifies 5 key factors: 1) the learner, their skills, abilities, and motivations; 2) the content of training, which should be relevant, application-based, and address different experience levels; 3) delivery methods, which should be experiential and provide performance support; 4) the work environment, which must enable application of skills; and 5) measurement of performance and impact. Effective training focuses on all these factors through a holistic and integrated approach.

1. consulting | research | contracting
Training for performance – Sales
& Collections
April 2015

2. What research shows
* Corporate Executive Board (2009): Refocusing L&D on Business Performance – Bridging the gap between
business and performance
Improve Needs analysis Build Learner Motivation Enable Manager Support
Impact of Needs Analysis Activities on
Improvement in Learner Performance
Impact of Value Demonstration
Activities on Learner Motivation to
Apply
Impact of Application Support
Activities on Improvement in Learner
Performance
29%
22%
19%
16%
18%
Solution
Relevance to
Critical
Business
Outcomes
Solution
Relevance to
Urgent
Individual Skill
Gaps
L&Ds
Understanding
of daily work-
flow
L&Ds
Understanding
of the Business
Ownership of
Solutions and
Barriers
33%
26%
16%
Individual Relevance
Delivered by Solution
L&D Communication of
Appplication Payoff
Manager Communication
and Feedback on
Application
20%
10%
8% 8%
Manager Support of
Employee
Development
Opportunities for
Application created
by Manager
Opportunities for
Application
identified by
Manager
Change in Learned
Behaviour as
Assisted by
Manager
Maximum
Impact
Learning must be application based, support in the work-place must be provided by
management, and content must be relevant.

3. Key factors impacting learning &
performance
Environment
Delivery
Content
Learner
Measurement

4. 1)The learner
Cognitive Awareness
Emotional Awareness
Values and Belief
Systems
Personal needs
Know
yourself
Manage
yourself
Self-Reflection
Relaxation
Self-Control and
Emotional Control
Taking Responsibility
Motivate
yourself
OptimismGetting results
Understand
others
Managing
Relationships
through
Communication
Listening
Problem
solving
Taking action
Communicating

5. 1)The learner…..cont
Source: Beyond E-Learning, MarcJ. Rosenberg
Mastery Levels
Novice Competent Experienced Master/Expert
New to job, role or task;
knows little
Can perform to basic
standards
Can vary performance
based on unique situations
Common Learning Needs Unique Learning Needs
More Formal, Structured Training More Informal, On-the-Job Learning
Common Curricula (Program Driven) Personalised Learning (Performer Driven)
Classroom and Online Training KM, Collaboration and Performance Support
PrimaryStrategy:
Formal Training
(Classroom and online)
“Show Me How”
PrimaryStrategy:
Proactive Coaching
“Help Me Do It Better”
PrimaryStrategy:
Access to Knowledge
and Performance
Resources
“Help Me Find What I Need”
PrimaryStrategy:
Collaboration and
Problem Solving
“I’ll Create My Own Learning”
Absorb
Induction &
preparation
New incumbent
requires
comprehensive
training to prepare
for the job
Establish
Build on technical
ability to perform
the role
Expand
Support role
development and
provide options
for career
advancement
Accelerate
Becoming an
expert, and
potentially getting
ready to move on
to next role
Can invent new, better
ways to do job;
can teach others

6. 2)The content
Induction
Personal
Mastery
Customer
Centricity
Relationship
Management
Risk &
Compliance
Generic
systems
Product &
Systems
Service
Requests &
Soft Skills
Integrated
simulation
Where
what
Why
Know
myself
Know
my
client
Know
my
partner
Know
the
rules
Under-
stand
systems
Know
the
products
Know the
processes
Put it all
together
Role Specific
Generic

7. 3) Delivery
E-Learning
Job Aids, Facilitator & learner Guides etc.
Quizzes
Role plays
Group discussions
Case studies
Facilitator Learner
Experiential
Performance Support

8. 3) Delivery…cont
Productivity and efficiency

9. 3) Delivery…cont
Efficiency and effectiveness

10. 3) Delivery…contDevelopmentCurve
Life Cycle Stages
Competence
Entrant
Recruitment
New
Induction
Growing
Manage
Performance &
Coach
Advancing
Lateral
Development
Expert
Management
& Leadership
Development
Readiness- Self
Role Compliance
Productivity
Value
KeyFocus
Tracking
Readiness- Work
Products
Intro to CC
Intro to Function
Condition
Recruit
Efficiency
Effectiveness
System
Assess & Monitor
“Rich” Simulation
“Self Driven” Simulation
Developm.
Platform - Simulation as a Service (SaaS), Life Cycle (Profile)
Functional - Back-Office, Email, IM, Simulation Lite, Assessment
Product – Conditioning, Efficiency, Effectiveness Usability: Tables, Multi Select, Date Pickers, Drop
Downs, Yes/No, Panel Names, Screen Lay-outs
Function: CSI, Convo Prompts, Real Time
Assessment
Platform: Operating Platform Upgrade (Java, Jboss)
From the basics to the more complex

11. 4) Environment
Elements of skills development that must be
addressed to enable high performance.
Skills development
Knowledge
Building
Knowledge
Building
Application
of skills
through
coaching
Knowledge
Building
Application
of skills
Enabling
the
environment
Performance
Low
HighTraditionally most training
focused on class room
sessions with theory pushed
to the learners.
New way: experiential
learning using latest
methods in adult education.
Traditionally there has been little
managed application of skills.
New way: all skills are applied in
the place of work with
performance coaches to assist on
the job.
Traditionally the desired performance
gains have not been achieved
because of environmental
constraints.
New way: the environment is
configured, monitored and managed
to enable high performance.
The High
Performance
skills
development
programme
addresses all
three of these
key elements in
a unique and
integrated
manner.
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2
3

12. 5) Measurement

13. Questions