FROM TRAINING TO ENHANCED WORKPLACE
PERFORMANCE (2nd Edition)
A practical guide for managers, supervisors and trainers
for turning training dollars into performance results
TABLE OF CONTENTS
1 Introduction 1
1.1 Training in Today’s Organizations 1
1.2 Getting More Impact from Training 2
1.3 Who Will Benefit from This Book 5
2 Laying the Foundations 7
3 The Importance of the Workplace Environment 12
4 Two Views of Training 17
5 The PRACTICE Approach 20
5.1 What Practice Means 20
5.2 Procedures 23
5.2.1 Procedural Document Types 23
5.2.2 Harassment Prevention Example 24
5.2.3 Procedure Writing Tips 25
5.2.4 Inventory Management System Example 27
5.2.5 Lessons for Ensuring Training Impact 27
5.2.6 Working in Teams Example 29
5.3 Roles and Responsibilities 30
5.3.1 Thinking about Change 30
5.3.2 Role Description Format 30
5.3.3 Task, Key Result Area and Role Analysis 31
5.3.4 Clarifying Performance Expectations 32
5.3.5 Harassment Prevention Example 33
5.3.6 Working in Teams Example 34
5.4 Aids on the Job 35
5.4.1 From Training Program to the Job 35
5.4.2 Types of On-The-Job Aids 36
5.4.3 Examples of Application 41
5.5 Coaching 43
5.5.1 Planning for Coaching 43
5.5.2 The Coaching Role 44
5.5.3 Essential Coaching Skills 47
5.5.4 Examples of Application 49
5.6 Targets 51
5.6.1 Identifying Workplace Objectives 51
5.6.2 Examples of Application 54
5.6.3 Focusing Employees on the Targets 55
5.6.4 Defining Employee Behaviors and Learning Outcomes 57
5.6.5 Constructing an Impact Map 58
5.6.6 Defining Learning Outcomes for Individuals 60
5.7 Incentives 62
5.7.1 Internal and External Motivation 62
5.7.2 Using External Motivators to Maximize Skill Application 63
5.7.3 Principles Underpinning an Effective Incentive Scheme 65
5.7.4 Types of External Rewards 67
5.7.5 Driving Counterproductive Behaviors 69
5.7.6 Examples of Application 70
5.8 Communication 73
5.8.1 Formulating a Program Communication Plan 73
5.8.2 Communicating Effectively with Stakeholders 76
5.9 Engagement 78
6 Integrating the Elements 94
6.1 Taking a Project Management Approach 94
6.2 Managing Small Programs 95
6.3 Managing Larger Programs 100
7 The Training Partnership 103
7.1 Identifying Key Stakeholders 103
7.2 Creating and Nurturing Partnerships 106
8 Evaluating Training Programs 112
9 Measuring Reaction 115
9.1 Gathering Reaction Data 115
9.2 Analyzing and Reporting Results 117
10 Measuring Learning 119
10.1 Trainee Assessment or Program Evaluation? 119
10.2 Selecting an Assessment Method 120
10.3 Conducting an Assessment 124
10.4 Selecting the Assessor and Location 126
10.5 Analyzing and Reporting Results 127
11 Measuring Behavior 129
11.1 Setting the Scene 129
11.2 Selecting Data Sources and Gathering Data 130
11.3 Selecting the Timing and the Evaluator 138
11.4 Analyzing and Reporting Results 139
12 Measuring Results 141
12.1 Why Measure Results? 141
12.2 Isolating the Effects of Training 142
12.3 Trend Line Method 147
12.4 Control Group Method 154
12.5 Matched Pairs Method 160
12.6 Selecting a Method 163
12.6.1 Method Selection Table 163
12.6.2 Isolating Psychological Factors 163
12.6.3 Measuring Intangibles 164
12.7 Estimating the Impact of Training 166
12.8 When Not to Isolate the Impact of Training 169
13 Measuring Return on Investment (ROI) 174
13.1 What Is ROI and Why Calculate ROI? 174
13.2 Converting Benefits to Monetary Amounts 175
13.3 Determining the Benefit Period 177
13.4 Calculating Training Program Costs 179
13.5 Is Training Really an Investment? 181
13.6 Other Methods for Calculating Financial Return 183
13.6.1 Benefit to Cost Ratio 183
13.6.2 Payback Period 183
13.6.3 Net Present Value 184
13.7 Measuring Financial Returns in Context 186
14 Program Evaluation Planning and Reporting 188
14.1 Planning for Evaluation 188
14.2 Reporting Evaluation Results 191
15 In Conclusion 194
16 Appendices 195
16.1 Guide to Appendices 195
16.2 Additional Resources 198
16.3 Appendix A – The PRACTICE Approach 199
16.4 Appendix B – Certificate of Completion 200
16.5 Appendix C – Personal Action Plan Form 201
16.6 Appendix D – Training and Development Plan Form 202
16.7 Appendix E – Program Communication Plan Form 203
16.8 Appendix F – Stakeholder Partnership Plan Form 204
16.9 Appendix G – Training Evaluation Data Collection Plan 205
16.10 Appendix H – Evaluation Report Communication Plan 206
16.11 Appendix I – Transfer of Training Checklist – Organizational Unit Program 207
16.12 Appendix J – Transfer of Training Checklist – Individual Employee Training 209
16.13 Appendix K – Training Participant Feedback Form 211
16.14 Appendix L – Skill Assessment Form – Individual 214
16.15 Appendix M – Training Transfer Survey Form 216
16.16 Appendix N – Training Transfer Interview Form 219
16.17 Appendix O – Organizational Results Survey Form 224
16.18 Appendix P – Training ROI Survey Form 227
16.19 Appendix Q – Training Program Evaluation Report 230
17 Bibliography 236
18 Index 238
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