HRDQ Insights Newsletter - January 2014

HRDQ Insight Newsletter In this issue... 

How to Become a Model Listener



Puzzled by ROI?



Is Customizable Courseware for You?



Dr. Jack Phillips Answers Frequently Asked Questions about ROI



Trainer Education Series - Free Webinars



Take a Spin with Us at Training ‘14

How to Become a Model Listener “Most people do not listen with the intent to understand; they listen with the intent to reply.”

Stephen R. Covey, Author The 7 Habits of Highly Effective People

Have you heard? Effective listening skills are the foundation for better communication, decision making, and teamwork, as well as reduced absenteeism, turnover, and conflict. Yet studies show people remember onlyhalf of what they hear, even moments after they’ve heard it. That’s because listening and hearing are not one and the same. And while we may be born with the ability to hear, the ability to listen is a skill that must be developed.

It’s ok to admit it. Listening — real, active listening — isn’t always easy. Obstacles get in the way, from external barriers such as noise levels, mannerisms, and interruptions to internal barriers such as anxiety, boredom, and a lack of interest. Not to mention, listening skills involve both visible and invisible behaviors. Sure, it may be easy to control one’s facial expressions and gestures, but it’s far more difficult to learn the less tangible skills of

concentration and maintaining an open mind. The Listening Model (shown in Figure 1 below) best illustrates the full scope of listening behavior.

Figure 1. The Listening Model Staying Focused Humans can speak at a rate of 120-150 words per minute, yet we listen at a rate almost three times faster. But instead of using the extra “time” to process a message, people often let their minds wander. Staying Focused is a primarily invisible behavior that requires placing attention on the speaker.

Behaviors to Practice Prepare Before entering into a conversation, make a conscious effort to clear the mind of other thoughts, worries, and concerns. Anticipating a potential preoccupation is a great first step toward prevention.

Monitor As a conversation progresses, use self-awareness to recognize when mental concentration has strayed from the speaker.

Correct Realize when lapses occur and exercise self-discipline to abandon daydreams or eliminate competing thoughts in order to pay attention to the speaker.

Ways to Improve Focus  Mentally prepare to listen

    

Stow away troubles Focus on the present Eliminate distractions Approach listening as a learning opportunity Maintain eye contact with the speaker



Be aware of trigger words and topics

Capturing the Message This dimension involves building a complete and accurate understanding of the speaker’s message. Because it encompasses actions that occur in the mind as well as verbal interactions, Capturing the Message straddles both the invisible and visible sections of The Listening Model.

Behaviors to Practice Be open-minded Maintain a state of mental neutrality by putting aside assumptions, prejudices, and biases. Delay judgment until the speaker has had the opportunity to fully deliver the intended message.

Think Mentally interact with the content of the speaker’s message. Make sense of what is being said by extracting the main ideas. It is also important to distinguish thinking about the message from evaluating the message.

Clarify Ask questions, request more information, and reiterate key points. It’s the best defense against leaving a conversation with an inaccurate interpretation.

Confirm Check for understanding. Whether a simple summary suffices or a full review is needed, asking for confirmation is an excellent way to avoid misunderstandings

Ways to Improve Comprehension  Humanize the speaker  Take strategic notes  Don’t miss the forest for the trees  Practice asking different kinds of questions  Create comprehension checkpoints Helping the Speaker Helping the Speaker is the golden rule of listening: listen unto others as you would like to be listened to.

Because it involves outward behaviors, this dimension falls primarily within the visible part of The Listening Model.

Behaviors to Practice Screen Avoid distracting verbal comments such as interruptions, finishing the speaker’s sentences, and interjecting with autopilot responses.

Refrain

Steer clear of distracting nonverbal actions as well, including fidgeting, doodling, slumping, and staring.

Respond Offer verbal encouragement and support. This includes genuine affirmations and coming to the aid of speakers who have been interrupted or have lost their train of thought.

Assist Provide the speaker with nonverbal encouragement and support such as looking alert, sitting up straight, maintaining eye contact, and responding with appropriate facial expressions.

Ways to Improve Speaker Support  Take a breath before interrupting  Think from the speaker’s perspective  Actively manage nonverbal cues  Eliminate distractions  Place the ego on hold  Prepare to be tested Source: Learning to Listen, Third Edition There’s more to know, so listen up!

Sign up for the free, 15-minute Product Tour of Learning to Listen, Third Edition. You’ll get your questions answered, and receive a special offer on the facilitator set and consulting services from the author!

Click here to register.

Puzzled by ROI? Five Elements of an Effective Evaluation System Oh, those three little words. Return. On. Investment. Chances are they don’t give you the warm-and-fuzzies. But ROI is a concept that’s here to stay. And just like every other function in today’s organizations, learning and development professionals are being asked to prove the value of their efforts. In fact, surveys show that 96% of management executives expect to see how their investments in training impact the bottom line.

The good news is that establishing an ROI process isn’t as complicated or overwhelming as some may think, thanks to the methodology created by world-renowned experts and founders of the ROI Institute™, Drs. Patti Phillips and Jack Phillips.

“The ROI Methodology makes it possible to demonstrate program benefits in the same terms we show the benefits of other investments made by the organization,” said Dr. Patti Phillips. “Generating a balanced set of data that includes a simple metric easily understood by management and financial executives, it provides a proven process that can be applied to a wide range of human resources efforts, learning and development initiatives, and performance improvement programs.”

Ok, so what’s the best way to get started? It begins with the basics.

Before any ROI program can operate effectively, there are five elements that must be established and set in place. Experts at the ROI Institute refer to this as the “Evaluation Puzzle” (shown in Figure 1 below), and when assembled, it serves as the foundation for a credible system with a balanced set of measures.

Figure 1. Evaluation Puzzle Let’s take a closer look at the purpose of each piece: Evaluation Framework The purpose of the Evaluation Framework is to identify the levels at which programs are evaluated, including how the data should be collected and analyzed for stakeholders. First described by Dr. Donald Kirkpatrick in the 1950s and expanded by Dr. Jack Phillips in the 1980s, defining these categories makes it possible to understand and communicate results accurately and clearly.

ROI Process Model The ROI Process Model ensures that the evaluation methodology is implemented consistently and that the approach can be repeated. The step-by-step model consists of four stages, including:

   

Evaluation Planning Data Collection Data Analysis Reporting

Operating Standards / Guiding Principles Establishing Operating Standards and Guiding Principles builds credibility and supports a systematic methodology that can be repeated again and again, from project to project. An effective ROI implementation includes a standard operating procedure with 12 guiding principles: 1.

2.

Tell the Complete Story of Program Success Conserve Resources for Higher-Level Evaluations

3.

4.

Use the Most Credible Sources Choose the Most Conservative Alternative

5.

6.

Give Credit Where Credit is Due Make No Assumptions for Non-Respondents

7.

8.

Adjust Estimates for Error Omit the Extremes

9. Report First-Year Benefits Only for Short-Term Programs 10. Account for All Program Costs 11. Report Intangible Benefits 12. Communicate and Use Evaluation Data Application and Practice Case studies are a critical piece of the evaluation puzzle because they help to illustrate the need for comprehensive measurement and proper ROI implementation. These real-world examples can originate from many different sources, including the implementing organization, competing businesses, similar industries, and global enterprises. Case studies offer training professionals with several levels of support: Case Study Source:

Appropriate Use:

Implementing organization

Displays evidence of success in using the ROI Methodology

Similar organizations

Helps to establish benchmarks for success

Within an industry

Highlights potential trouble spots and target concerns

Global perspective

Provides evidence of success implementing an ROI program

Implementation The final puzzle piece, implementation is what brings together the other four parts. After all, no ROI measurement can be successful without it. Oftentimes implementation is met with hesitancy from staff, managers, and stakeholders, but this resistance can be overcome with careful steps: 1.

2.

Assign responsibilities Develop skills

3.

4.

Develop an implementation plan Prepare or revise evaluation guidelines

5.

Brief managers on the evaluation process

Combined, these four steps ensure that the organization integrates the evaluation process, develops the

necessary skills, procedures, and guidelines, and instills a comprehensive communication strategy.

Establishing an effective ROI program begins with the building blocks of the Evaluation Puzzle. Together, these five pieces are the foundation of an evaluation system that’s credible, balanced, and repeatable with any group — in any situation.

Source: The Bottom-line on ROI and The Bottom-line on ROI workshop.

Is Customizable Courseware for You? Build a learning curriculum that’s aligned with business goals. Fulfill employee training needs. Deliver high-quality, relevant training. Get results. The core objectives of the learning and development function remain unchanged. Yet trainers are facing new challenges. How so? Well, the audience that used to be just down the hall now speckles the globe.

There are flex schedules, virtual teams, demands for sustainability, and new technology. And while access to resources is limited and budgets are tight, there’s a drive to do more with less.

Trainers need a solution that addresses the demands of today’s organizations. So let’s take a look at customizable courseware. It’s a valuable resource that can help trainers to achieve their objectives, overcome the obstacles, and provide training that’s not only on target, but on time and on budget too. So if you aren’t aware of the benefits it touts, here are just some of the highlights.

Quality, flexible content.

Customizable courseware enables you to assemble and deliver professionally developed content without reinventing the wheel, whether you need self-study e-learning workshops or comprehensive classroom training programs. And the library-style format allows you to tap into a range of topics.

A custom fit. Or one-size-fits-all.

Customizable courseware means you can optimize your training each and every time, whether you choose to use it “out of the box” or add a custom spin with corporate branding, special lingo, and industry examples.

Budget friendly.

A one-time purchase with unlimited possibilities, customizable courseware is an affordable solution for most training budgets. In fact, the more you use the library, the more cost efficient it becomes.

Accessible.

With customizable courseware available to you at your fingertips, there’s no need to sit waiting for training materials to arrive. Accessible and downloadable, it’s the key to maximizing productivity and efficiency.

Efficient.

Customizable courseware makes it possible for you to cut down on the baggage—literally. With on-demand capabilities, you can print what you want, when and where you want it. There’s no need to maintain an inventory or incur the expense of shipping materials around the world. And with e-learning options, you can eliminate the footprint almost entirely.

Source: Reproducible Training Library.

Dr. Jack Phillips Answers Frequently Asked Questions about ROI A world-renowned expert in the field of accountability, measurement, and evaluation, Dr. Jack Phillips is the founder of the Phillips ROI Methodology™ and Chairman of the ROI Institute™. Dr. Phillips responds to some of the questions most frequently asked by training professionals in this FAQ.

Click here to read his answers.

TRAINER EDUCATION SERIES One hour of learning.

A lifetime of knowledge.

Free Webinars - Register Today!

Trainer Education Webinars Each month we deliver new webinars to help you better understand HRDQ products, gain industry insight, and explore new ideas. Webinars are first offered live, with time for interaction with presenters. Each webinar is recorded for viewing after the live date.

Dr. Jack Phillips Answers Frequently Asked Questions about ROI Take a Spin with Us in San Diego!

Be our guest at the Training 2014 Expo in San Diego this February 3-4, 2014.

Register as an Expo-Only attendee and enter Discount Code: EXPF to get in for free.

Visit us in Booth #300 to catch up, spin the lucky wheel, and win giveaways!

Better learning. Better performance. Better life. Copyright ďż˝ HRDQ. All rights reserved.