PRESENTATION: You teach swimming or prevent drowning?

You Teach Swimming or
Prevent Drowning
Performance Support
Lunch and Learn

Conrad Gottfredson
Chief Learning Strategist
Ontuitive

c.gottfredson@ontuitive.com
#PerformanceSupport
@ConGott
©Ontuitive® 2013 #PerformanceSupport

Why do we do what we do?

Teach Swimming?

Prevent Drowning?


How might this mindset change the way your
learning team does what it does?

Prevent Drowning


Here’s a cling test?
Our organization views training Our organization views training
as the primary means for as just one of the means for
achieving effective on-the-job achieving effective on-the-job
performance. performance.
We primarily focus is developing We primarily focus is developing
learning solutions. performance solutions.
Training is the default solution By default, we check to see if
when there is a performance effective performance can be
gap. achieved without pulling people
away from their work.
The training arm of our The training arm of our
organization views its work organization views its work
through the lens of designing, through the lens of designing,
producing, and implementing producing, and implementing
courseware that is aligned with solutions that drive effective
business needs. performance at every changing
©Ontuitive® 2013 #PerformanceSupport moment.

So how does an
organization transplant
itself into a place where
its workforce is
independently and
collectively Performing
effectively at every
changing moment?

Put in place a performance support infrastructure

Concept & On-the-Job Continuous
Task Mastery Competence Improvement

C
O
M
P Leaving this to
E chance extends
T
58% “Time to
E Competency”
N 33%
C
12%
Y
TIME

TRAIN TRANSFER S U S TAI N

Performance Support (PS)


Performance support solves some prevailing
challenges
Challenge Solution
• We are cramming so much into • Reduce the scope by offloading to
formal learning that methodology Performance Support
suffers.
• Taking time away from work to • Embrace Reference-based Learning
learn is costly to the organization.
• There’s too much to build and • Prioritize and then build from a
limited resources. single-source
• The amount of training-time is • Determine critical impact of failure
arbitrarily imposed


Barotrauma

Danger of:
pneumothorax, arterial
gas embolism, and
mediastinal and
subcutanous
emphysemas
Burst Lungs!

Chironex (Box Jellyfish)
This beautiful yet deadly animal is native to
Northern Australia and is also some times
referred to as the 'marine stinger' or 'sea wasp'.
It is believed to be one of the, if not the most
venomous creature around. This jellyfish has
tentacles which are covered in high amounts of
nematocysts as well as venom.

The Chironex is one of the largest jellyfish in
these waters and it's bell can grow to the size of
a soccer ball. Each corner of the bell has 15
tentacles.The sting from a Chironex can be fatal
and is extremely painful, often associated with
severe effects on the victims nervous system and
heart. These jellyfish are known for their ability
to kill a victim within 4 minutes, faster than any
snake. If stung one should apply vinegar to the
sting as to prevent nematocysts which have not
yet been let off. CPR may also be required
shortly after the sting has taken place. It is
important if stung to immediately seek medical
attention. An anti-venom for the Chironex does
not exist, making the importance of experienced
©Ontuitive® 2013 #PerformanceSupport help a necessary.

Northern Australia and is also some times referred
to as the 'marine stinger' or 'sea wasp'. It is
believed to be one of the, if not the most

The Chironex is one of the largest jellyfish in these
waters and it's bell can grow to the size of a soccer
ball. Each corner of the bell has 15 tentacles. The
sting from a Chironex can be fatal and is extremely
painful, often associated with severe effects on
the victims nervous system and heart. These
jellyfish are known for their ability to kill a
victim within 4 minutes, faster than any snake.
If stung one should apply vinegar to the sting as to
prevent nematocysts which have not yet been let
off. CPR may also be required shortly after the
sting has taken place. It is important if stung to
immediately seek medical attention. An anti-
venom for the Chironex does not exist, making the
importance of experienced help a necessary.


tentacles. The sting from a Chironex can be fatal
snake. If stung one should apply vinegar to
the sting as to prevent nematocysts which
have not yet been let off. CPR may also be
required shortly after the sting has taken place.
It is important if stung to immediately seek
medical attention. An anti-venom for the
Chironex does not exist, making the importance
©Ontuitive® 2013 #PerformanceSupport of experienced help a necessary.


important if stung to immediately seek
medical attention. An anti-venom for the
Chironex does not exist, making the importance
©Ontuitive® 2013 #PerformanceSupport of experienced help a necessary.


important if stung to immediately seek medical
attention. An anti-venom for the Chironex
does not exist, making the importance of
experienced help a necessary.

Blue-Ringed Octopus
This small octopus rarely grows larger than 20
centimeters and is located in shadow waters and tidal
pools in tropical areas. Depending on the mood of the
octopus, the blue colored rings upon it change in
intensity and brightness.

The attack of this tiny creature can be deadly
and there is no known antidote for a bite from
it. The bite itself is not too painful, but the effects of
the bite are catastrophic. The octopus has a
neuromuscular paralyzing venom which can cause
paralysis and death within a short while. While there
are occasions where if the victim is put on a respirator
they can survive, getting bitten by one of these
creatures is definitely one of the most dangerous
things that can happen.

If you come close to one of these animals in the wild,
you should be sure to keep your distance and do all in
your power not to disturb it. You will be gambling with
your life.


Blue-Ringed Octopus
This small octopus rarely grows larger than 20
centimeters and is located in shadow waters and tidal
pools in tropical areas. Depending on the mood of the
octopus, the blue colored rings upon it change in
intensity and brightness.

The attack of this tiny creature can be deadly and
there is no known antidote for a bite from it. The bite
itself is not too painful, but the effects of the
bite are catastrophic. The octopus has a
neuromuscular paralyzing venom which can cause
paralysis and death within a short while. While there
are occasions where if the victim is put on a respirator
they can survive, getting bitten by one of these
creatures is definitely one of the most dangerous
things that can happen.

If you come close to one of these animals in the wild,
you should be sure to keep your distance and do all in
your power not to disturb it. You will be gambling with
your life.


Stone Fish
This strange looking fish, despite it's somewhat small size
(Growing up to 12 inches) is regarded as the most
venomous fish in existence. It's camouflaged body can
keep it perfectly hidden between rocks underwater, adding
to its danger.

Stonefish are located primarily within the Indo-Pacific
oceans, while there are some species which live in rivers.
These fish are equipped with deadly dorsal fins which are
like needles, they can secret some extremely poisonous
neurotoxins. The results of a sting can be deadly if left
untreated. Even if treated, the stings have an excruciating
pain as well as large swelling for months, it can also cause
the tissues around the stung area to die.

So if you're diving in an area with the Stonefish present, be
on alert and be sure to examine each rock thoroughly
before deciding to touch it. This fish definitely earns it's
place on the list of 10 most dangerous marine creatures.


Stone Fish
(Growing up to 12 inches) is regarded as the most
venomous fish in existence. It's camouflaged body can
keep it perfectly hidden between rocks
underwater, adding to its danger.

Stonefish are located primarily within the Indo-Pacific
oceans, while there are some species which live in rivers.
These fish are equipped with deadly dorsal fins which
are like needles, they can secret some extremely
poisonous neurotoxins. The results of a sting can be
deadly if left untreated. Even if treated, the stings have an
excruciating pain as well as large swelling for months, it
can also cause the tissues around the stung area to die.

So if you're diving in an area with the Stonefish present, be
on alert and be sure to examine each rock thoroughly


Stone Fish
(Growing up to 12 inches) is regarded as the most venomous
fish in existence. It's camouflaged body can keep it perfectly
hidden between rocks underwater, adding to its danger.

Stonefish are located primarily within the Indo-Pacific oceans,
while there are some species which live in rivers. These fish
are equipped with deadly dorsal fins which are like needles,
they can secret some extremely poisonous neurotoxins. The
results of a sting can be deadly if left untreated. Even if
treated, the stings have an excruciating pain as well as large
swelling for months, it can also cause the tissues around the
stung area to die.

So if you're diving in an area with the Stonefish present, be on
alert and be sure to examine each rock thoroughly


Sea Snakes
These interesting marine creatures are
located within the warm waters of the Indian
Ocean and Pacific oceans. They resemble a cross
between a land snake and that of an eel. The
primary difference between a Sea Snake and an
eel is the fact that a Sea Snake in fact does not
have gills and needs to return to the surface for
air.

Sea Snakes generally reach a maximum length of
between 4 and 5 feet while some species can
reach lengths of up to 10 feet.

Sea Snakes are not aggressive animals but due to
the amount of toxicity in some of the species
venom, they warrant a spot on the most
dangerous marine creatures list. The Pelamis
Platurus species is highly venomous and
has the ability to be fatal to humans. So
while attacks on humans may be rare, you don't
want to go messing around with a Sea Snake.

Lionfish
Like the Stonefish, the lionfish is also part of
the 'Scorpionfish' family and is by far one of
the most beautiful fish in the oceans.
They have large, separated spines which give
off a majestic aura. But don't let it's good
looks fool you. While a sting from a lionfish is
not deadly these fish can provide a very
painful attack with some powerful
venom.

They are found in the Caribbean and Eastern
Atlantic. Divers are advised to take caution
when observing these beautiful fish, and not
to get too close or attempt to touch
them.


A Question…

If our work is to enable and sustain effective
performance..
Is Failure ever a Learning Option?


“Genius? Nothing!
Sticking to it is the
genius! I’ve failed
my way to success.”

Thomas Edison


“I’ve missed more than
9,000 shots in my
career. I’ve lost almost
300 games. 26 times
I’ve been trusted to
take the game winning
shot and missed. I’ve
failed over and over
and over again in my
life.

And that is why I
succeed.”
Michael Jordan


How critical are the consequences of failure?
1 2 3 4 5 6 7
Insignificant/ Minimal Moderate Impact Significant Impact Catastrophic
The consequences The consequences would Consequences would require Consequences cause major
are negligible. not threaten successful significant commitment of problem for others and/or the
No impact on performance. resources and/or lasting organization.
outcome, I can The event may impact the consequences for others. Reputational impact would be
readily recover. attitudes and workload of Significant client or colleague long-term
No impact on others. self and or others harm with potentially Irreparable and permanent
There could be some If there is reputation or permanent consequences. harm, damage or loss.
decrease in workflow monetary loss, it would Adverse impact on work Compromise of professional
efficiencies and/or have moderate or environment, and culture. status, reputation, and ability
increase in workload. temporary harm, damage, Significant compromise to do the work
or loss to the relationships, within and Long-term compromise to
organization. outside the organization. relationships, within and
. outside of the organization.


How critical are the consequences of failure?
1 2 3 4 5 6 7
Insignificant/ Minimal Moderate Impact Significant Impact Catastrophic
The consequences The consequences would Consequences would require Consequences cause major
are negligible. not threaten successful significant commitment of problem for others and/or the
No impact on performance. resources and/or lasting organization.
outcome, I can readily The event may impact the consequences for others. Reputational impact would be
recover. attitudes and workload of Significant client or colleague long-term
No impact on others. self and or others harm with potentially permanent Irreparable and permanent
There could be some If there is reputation or consequences. harm, damage or loss.
decrease in workflow monetary loss, it would Adverse impact on work Compromise of professional
efficiencies and/or have moderate or environment, and culture. status, reputation, and ability
increase in workload. temporary harm, damage, Significant compromise to do the work
or loss to the relationships, within and outside Long-term compromise to
organization. the organization. relationships, within and
. outside of the organization.


Performance support solves some prevailing
challenges
Challenge Solution
• We are cramming so much into • Reduce the scope by offloading to
formal learning that methodology Performance Support
suffers
• Taking time away from work to • Embrace Reference-based Learning
learn is costly to the organization
• There’s too much to build and • Prioritize and then build from a
limited resources. single-source
• The amount of training-time is • Determine critical impact of failure
arbitrarily imposed


What does PS do for an organization?
It enables effective performance—
in an ever-changing work environment
Concept & On-the-Job Continuous
Task Mastery Competence Improvement

Reference and
critical skills
Training

Unlearn Relearn

Check
TIME TO COMPETENCY (Average 50% reduction in Time to Competency)
TRAIN TRANSFER S U S TAI N M E N T

Performance Support (PS) Infrastructure


Definition of an EPSS
Electronic Performance Support Systems, 1991
Orchestrated set of technology enabled
services1 that
provide on-demand access2 to
• integrated information3,
• guidance,
• advice,
• assistance,
• training, and
• tools4 Gloria Gery
to enable high-level job performance5
with a minimum of support from other
people6

What are these?

Orchestrated set of
technology enabled services
that provide on-demand
access to
integrated information,
guidance, advice,
assistance, training, and
tools
to enable high-level job
performance with a minimum
of support from other people. Do they fit Gery’s definition?


Does this?

Orchestrated set of
technology enabled
services that provide
on-demand access to
integrated
information,
guidance, advice,
assistance, training,
and tools
to enable high-level job
performance with a
minimum of support
from other people..


Orchestrated set of technology enabled services

Workflow Help Embedded Help Smart Help Help on the Run
(at the desktop) (within a software (across software (within mobile
application) applications) technologies)
User Generated Content – Performance Data – & Management
Software Enabled Delivery Social Media—Smart Mentoring
Software Enabled
Authoring
Software Enabled Authoring
Software Enabled Brokering
Software Enabled Brokering

Content
Repositories


1.Orchestrated set of technology enabled services, that:
2. Provide on-demand access
– Deliver only what a performer needs, anytime, wherever they are, within 2-clicks/10
seconds?
3. to Integrated information,
– Intuitively offer support according to varying contextual needs of performers (e.g., by their
job role, according to their workflow process, according to a specific timeline, or by
location, etc.)
4. guidance, advice, assistance, training, and tools
– Provide 2-click access to the specific reference, learning, and person resources a
performer needs for any given task they are performing
5. to enable high-level job performance
– Offer up business specific information from within software application performance
support
– Contextually adapt as performers move across applications.
– Demonstrate a direct link to business impact (financial and strategic)?
6. with a minimum of support from other people
– Facilitate performer feedback and peer support from within the PS solution.


Strategic performance support
Ready in 2-Clicks & 10-Seconds

in the workflow and readily available at
Embedded
the moment of apply

according to specific roles and
Contextual
varying access needs

Just in the form needed to effectively perform
Enough inside the business process


The PS spectrum
Where does your organization fit?

Low 2 Transformational
4
1 5

Scattered
InformationSupport
Contextual  Haphazard Access
Limited to random search

Just Enough  Flat
no cascading levels of support

Embedded  Shallow
Scavenger-hunt


The PS spectrum

Marginal
1 2

Targeted
Information Support Contextual  Restricted Access
Metadata Search

Just Enough  Limited
Information oriented not
performance oriented

Embedded  Narrow
Specialized and stands
alone


The PS spectrum

2 Emerging
Tangible 4
1 2 3
3

Targeted Contextual  Rapid Access
Performance Support
2-clicks/10 second access

Just Enough  Task-based
Cascading levels of support

Embedded  Deep
Nested within a business process


The PS spectrum

2 Emerging Significant
1 4
2 3 3 4

Automated Contextual  Automated Access
Performance Support
Automatically adjusts to context

Just Enough  Step-based support
Driven by business rules

Embedded  Deeper
Nested within an application
and a business process


The PS spectrum

1 2 3 Transformational
4
5

Smart
Performance Support Contextual  Smart Access
Observes and evolves

Just Enough  Step-based
Driven by business rules and
behavior

Embedded  Deep and Broad
Integrated across applications
and the broader business


The PS spectrum

Low Marginal Tangible Significant Transformational
1 2 3 4 5

Scattered Information Targeted Information Targeted Performance Automated Performance Smart Performance
Support Support Support Support Support

• Reactive access • Reactive access • Unrestricted Access • Automated Access • Smart Access
• Passive and Flat • Passive and Flat • Just-enough Task-based • Just-enough Step-based • Just-enough everywhere
• Shallow • Shallow • Deep • Deeper • Deep and Broad


The PS spectrum
Business Benefit

1 2 3 4 5

Scattered Targeted Targeted Automated Smart
Information Support Information Support Performance Support Performance Support Performance Support

Productivity Gain Low Low-Medium High High High+
Support Cost Savings Low Medium High High+ High+
Process Compliance No No Medium High High+
Training Cost Savings No Medium High High High+


To survive, organizations today
must—

Learn @ the speed of
change
In other words, they must be
able to continuously undergo
new skill cycles to prepare for
new competitive cycles —
constantly re-tooling in order
to maintain their
competitiveness.


Performance Support
enables —

An organization’s ability
to grow, change, and
innovate at or above
the speed of its markets


“Change eventually happens when the
consequences of standing still look worse
than the consequences of taking a chance on
change…

It's time for all of us to change — standing
still is not an option.”

~Denis Pombriant

Thanks!
Next Steps & PS Resources

• Join the Performance Support Community
In the community you can:
• Discuss your ROI challenges, and receive feedback and solutions from your peers
• Read our blogs, watch past webinars, listen to podcasts
• Network
• Collect business case data
• Find resources to share with stakeholders to increase PS buy-in
Community Invite Link: http://performersupport.ning.com/?xgi=3bIevz1cS7jVN3

• Website: www.ontuitive.com
• Facebook: https://www.facebook.com/ontuitive.us
• Contact: bobandcon@ontuitive.com

©Ontuitive® 2013 47

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