Creating a CompetencyBased Training Program
August 31, 2011 1:00 p.m. CT
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WHAT WELL COVER TODAY:
What is Competency-based training? How to implement Competency-based training How to utilize needs and performance analysis? Identifying and establishing cored competencies Identifying performance gaps Competency mapping to create individual development plans
TRADITIONAL TRAINING MODEL
Time-based
Instructor-led and directed Test to ensure understanding of concepts Not on-demand or just-in-time
WHAT IS COMPETENCY-BASED TRAINING?
Learner focused
Skills, knowledge or behavior Focus on meeting strategic objectives
Key Characteristics of CBT:
Clearly defined path through the development process Knowledge Is gained with the purpose of supporting performance Blended resources and support materials to maximize effectiveness Self-paced and learner focused Mastery of knowledge or skills
ADVANTAGES OF CBT PROGRAMS
Focused on the success of each learner Learners build confidence and gain motivation
Training is more efficient and effective
Implementing CBT
1. Begin with the end in mind 2. Identify core competencies needed to reach organizational objectives 3. Establish job role standards 4. Assess each employees current level in comparison to desired level 5. Identify performance gaps 6. Develop Individual Development Plans (IDPs) 7. Assess performance after IDP
IMPLEMENTATION PROCESS
Needs Analysis
Core Competencies
Skills Assessment
Development of an IDP
STEP 1. NEEDS ANALYSIS
STEP 1. NEEDS ANALYSIS
Get a broader picture Establish benchmarks
Performance indicators
Historical and statistical documentation
STEP 2. COMPETENCIES
STEP 2. ESTABLISH COMPETENCIES
Specific skills and key behaviors Based on your unique organizational strategies and challenges What aptitudes and capabilities are critical for organizational success? What are common traits and characteristics of top your top performers?
STEP 3. SKILL GAPS
COLLECTING SKILL GAP DATA
Get a broader picture
Establish benchmarks
Performance indicators Historical and statistical documentation
STEP 4. INDIVIDUAL DEVELOPMENT PLANS
Integrating with Talent Management
Recruiting/ Hiring
Compensation
Core Competencies
Development
Assessment/
Promotion
Sample Service Skills Assessment
Core Competency
Key Behaviors
Automatically generated based on employees job role, competencies and standards assigned to that role.
Sample Service Gap Analysis
Overall rating Core Competency
Development activities
Variance from standard
Development activities are assigned based on variance from the job role standard and form the basis for the IDP.
Individual Development Plans
Development Activities
IDPs target specific gaps and challenges of each employee.
SAMPLE CUSTOMER SERVICE COMPENTENCIES
Organizational Goal: Increase customer retention by 15%
Strategies and Action Plans: Increase customer service skills Target all customer-facing employees, their managers and executives of the organization
SAMPLE CUSTOMER SERVICE COMPENTENCIES
Core Competencies: Concern for quality Developing others Flexibility Decision making Team work Relationship building Achieving results Initiative Communication Inspire trust and confidence Service orientation
1. Concern for quality 2. Communication 3. Service Orientation
CUSTOMER SERVICE COMPETENCIES
Competency: Communication
Key Behaviors: Organize and express ideas clearly orally and in writing. Keep managers and others informed of the status of projects and activities Development Activities: Organize to Remember Communicate to Increase Understanding
CUSTOMER SERVICE COMPETENCIES
Competency: Concern for Quality
Key Behaviors: Follows procedures to ensure quality output. Encourages people to maintain high standards of quality and thoroughness. Development Activities: Continual Quality Improvement Quality Focused Management Standards of Procedure Guide
CUSTOMER SERVICE COMPETENCIES
Competency: Service Orientation
Key Behaviors: Responds to customer requests in a timely manner. Proactively identifies customer needs.
Development Activities: Excelling at Customer Service Simulation The Voice of the Customer
SAMPLE LEADERSHIP COMPETENCIES
Core Competencies: Building commitment Developing others Strategic thinking Decision making Influencing others Relationship building Achieving results Managing performance Communication Inspire trust and confidence Purpose, principles and vision
1. Strategic Thinking 2. Managing Performance 3. Influencing Others
SAMPLE LEADERSHIP COMPETENCIES
Competency: Strategic Thinking
Key Behaviors: Sees connections among diverse sources. Turns strategy into action.
Development Activities: Systems Thinking and Models Planning and Implementing a Business Strategy
SAMPLE LEADERSHIP COMPETENCIES
Competency: Managing Performance
Key Behaviors: Communicates expectations to diverse workforce. Motivates employees.
Development Activities: Communication Vision Managing Cross Generational Teams
SAMPLE LEADERSHIP COMPETENCIES
Competency: Influencing Others
Key Behaviors: Understands employee motivations and needs. Leads by example and does not micromanage.
Development Activities: How to Win Friends and Influence People Building Influence as a Leader
Sample Competency Course Map
Job Family Customer Service
Job Role Manager
Competency Goal Attainment
Key Behavior Planning
6 KEY STEPS FOR CBT:
1. Identify Organizational Goals/Training Needs 2. Establish Core Competencies 3. Assess Current Ability 4. Identify Gaps 5. Assign Development Activities 6. Post-Assessment
For Additional Info. [Link] 888.432.3077
Chris Osborn cosborn@[Link] 888.432.3077 ext. 144
Thank you!
