Charles Jennings, Founder of 70:20:10 Forum spoke at LearningNow: why won't they comply? on 1st May 2013. Charles is one of the world's leading experts on building and implementing 70:20:10 learning strategies. In his presentation, he examined the how and the why of unsuccessful compliance training of the past.

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Why doesn’t most
compliance training
work?
Charles Jennings
@epictalk @towardsmaturity #LNcomply

2. Compliance is
really, REALLY
important for
organisations
 Employee safety
 Customer safety
 Brand value
 Cost
 Keep the CEO out of jail
© Reuters/Mike Stone $65 billion / 150 yrs
@epictalk @towardsmaturity #LNcomply

3. We learn best
about safety
procedures
through
experience and
practice
 Think aircraft seatbelts and lifejackets
@epictalk @towardsmaturity #LNcomply

4. Damaging
brand value:
the Ford Pinto story
 Ford charged with ‘Corporate violence’
 During trial, Ford sales dropped 30.6%
@epictalk @towardsmaturity #LNcomply

5. 20122010
2009
The costs of
non-compliance
@epictalk @towardsmaturity #LNcomply

6. We don’t have the
option to NOT do it
But a lot of compliance training is:
 inefficient
 ineffective
 informational
 lacking context
@epictalk @towardsmaturity #LNcomply

7. Inefficiency in
compliance training
The ‘hour of death’
Fire Awareness training
Savings:
£95k year 1
£115k/year subsequent years
@epictalk @towardsmaturity #LNcomply

8. Ineffectiveness
 Diversity training has “no positive effects in the
average workplace.”*
 In firms where training is mandatory or emphasises
the threat of lawsuits, training actually has negative
effects on management diversity.**
* Study of 829 companies over 31 years reported by Peter Bergman
HBR March 2012
** “Diversity Management in Corporate America”
Dobbin, Kalev & Kelly. American Sociological Association
@epictalk @towardsmaturity #LNcomply

9.  Generic training for role-specific issues
 “Training is disconnected from risk-causing events
or other contexts in which compliance messages
could be more effectively conveyed.”
Jeff Kaplan, lawyer and compliance expert
Why is most
compliance training
ineffective?
@epictalk @towardsmaturity #LNcomply

10. Informational and
content-heavy
‘Knowing’ is only part of the story.
Changing behaviour is far more a
subtle process.
@epictalk @towardsmaturity #LNcomply

11. Compliance training needs to:
 expose people to realistic scenarios
 challenge decision-making ability
 allow failure in a safe environment
... think ‘airline safety training’.
Lacking
context
@epictalk @towardsmaturity #LNcomply

12. Do we know if
compliance
training is working?
Do you measure the impact in your
organisation?
@epictalk @towardsmaturity #LNcomply

13. What was the ROI
on Wall Street’s
investment in
compliance
training to 2008?
@epictalk @towardsmaturity #LNcomply

14. Can we use the
Kirkpatrick/Phillips
model to measure
compliance
training?
Compliance training needs to:
 change cultures
 modify attitudes
 develop compliant behaviours
@epictalk @towardsmaturity #LNcomply

15. Compliance is all about
culture and behaviours.
“Barclays had a culture of gaming – and of gaming us.”
Andrew Bailey, the top banking regulator at the UK Financial
Services Authority
Compliance training, if it is to
work, needs to address these factors.
@epictalk @towardsmaturity #LNcomply

16. From: To:
inefficient, event-based
compliance training
cost-effective training
embedded in workflow
training with little or no
change impact
selected channels that
facilitate change
Information-rich content
delivery models
experience-rich models that
have impact
one context fits all personalisation based on
specific need
measuring attendance &
completion
measuring culture &
behaviour change
Improvements for the future
@epictalk @towardsmaturity #LNcomply

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Thank you
Charles Jennings
@epictalk @towardsmaturity #LNcomply