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Make a Hard Core Impact with Soft Skills Training | Webinar 07.23.15

  1. Make a Hard Core Impact with Soft Skills Training Webinar brought to you by:
  2. Presenter: Chris Osborn Vice President of Marketing @chrisosbornstl . Host: Jessica Petry Sr. Marketing Specialist @JessLPetry Follow along and participate on Twitter: #BIZWEBINAR @BizLibrary
  3. Improve employee performance with the largest and fastest-growing library of training videos.
  4. Poll Question: What is the single biggest obstacle you face proving the business value of your soft skills training program?
  5. Soft skills aren’t optional. 75% of long-term job success depends on soft skills SOURCE: Stanford Research Institute International and the Carnegie Melon Foundation
  6. 6.8% of total economy per year in gross value added Soft Skills Soft Skills are important in every sector. especially… Business services Retail Public services 23% 2020 44% 2025 Contribution to the economy is expected to grow… SOURCE: January 2015 McDonald’s report on the economic value of soft skills
  7. 7 Gender equality and diversity Rise of the millennials Strategic Business Challenges of 2015 Leads to need to truly innovate Desire to update cultures Where does my company fit in this new market reality? Rebranding for customer engagement, sales, marketing and more! Mobile /online channels Outbound sales doesn’t work anymore, inbound must be embraced B2B sales /marketing
  8. Great! But…back-end struggles Front-end innovation Strategic Business Challenges of 2015 Leads to need to truly innovate Desire to update cultures Survival in healthcare (and likely other industries, too) Adaptability Outbound sales doesn’t work anymore, inbound must be embraced B2B sales /marketing How can we meet these challenges?
  9. What are soft skills? Sometimes, easier to say what they are not . . . .
  10. Methods, processes or disciplines Occupational skills Knowledge
  11. What are soft skills? Work Ethic Attitude Communication Skills Emotional Intelligence Collaboration …
  12. 100% of the very most sought after and hardest to find skills in the market today are soft skills. . . .
  13. The Top 5 Skills for 2015 1. Leadership Skills 2. Ability to Work in a Team 3. Written Communication Skills 4. Problem-Solving Skills 5. Strong Work Ethic SOURCES: Job Outlook: The Candidate Skills/Qualities Employers Want, the Influence of Attributes, National Association of Colleges and Employers
  14. The one differentiator between high performing employees and others . . . a soft skill… emotional intelligence
  15. Average IQ people outperform high IQ people 70% of them time… 90% of top performers are also high in emotional intelligence People with high EQ make more money. $29,000 more per year than people with a low degree of EQ. EQ is an important workplace skill and predictor of success in all types of jobs. SOURCE: Travis Bradberry, Emotional Intelligence – EQ, Forbes, January 2014.
  16. Trust Anger Management Stress Tolerance Time Management Empathy Decision Making Change Tolerance Communication Customer Service Flexibility Assertiveness Teamwork Accountability Social Skills Presentation Skills Emotional intelligence is the foundation for critical skills.
  17. Emotional Intelligence EQ Can be learned and unlearned The connection and interaction of the emotional and rational parts of our brain Strategies to adopt and improve Attitudes, choices and behaviors
  18. WHAT I SEE WHAT I DO PERSONAL COMPETENCE SOCIAL COMPETENCE Self-Awareness Social Awareness Self - Management Relationship Management SOURCE: Emotional Intelligence 2.0, Travis Bradberry and Jean Greaves
  19. …Agility is demonstrated by the ability to quickly solve day-to-day business problems, to identify new processes and frameworks for speed of delivery, to cross global and functional lines without faltering, and to accept, respond, and initiate change. Employees who can identify opportunities, adapt, and thrive in the reality of change have a propensity to be high performers. Given the right resources and investment in learning, these traits are achievable across the entire organization.” John Ambrose, Sr. Vice President Strategy, Skillsoft
  20. 11 minutes
  21. Why short video… actually works?
  22. 50% 70% 100 ms Of the brain is used for visual processing Of the sensory receptors are in the eyes To get a sense of the visual scene Visually Wired Brain
  23. Most human behavior is learned observationally through modeling: from observing others, one forms an idea of how new behaviors are performed, and on later occasions this coded information serves as a guide for action.” SOURCE: Bandura’s Social Learning Theory
  24. LEARNER EXPECTATIONS • Easy to use - intuitive • Learning experience fits to delivery mode • Content is accessible no matter what device I’m using • Content is accessible in any location or work environment • Easy to find and easy to share • Engaging CONTENT CHARACTERISTICS • Delivery looks familiar to me and there is video to watch • Content is personalized to fit my needs • Mobile – must have, it’s not an option • I choose when and how to access content • Social – shareable with friends and colleagues and I can comment • Short, relevant video
  25. Instant Message (IM): Short conversation, confirmations, quick requests Video Conferencing: Collaboration and complex conversations Virtual room: Discussion groups, staff meetings, cultural norms and values Short Video: Quick updates, refresher training, micro learning, knowledge sharing Job Aids and Briefs: How-to, static content, references and data Enterprise Social Network: Knowledge sharing, networking, connect with SME’s Using the Right Tools for the Task
  26. How do I measure the impact of soft skills?
  27. LEVEL 1 Reaction LEVEL 2 Learning LEVEL 3 Behavior LEVEL 4 Results Participant satisfaction Knowledge, skills and attitudes Application and on- the-job learning Business impact LEVEL 5 Return on investment Kirkpatrick – Phillips Model
  28. It's not the 95% that's right that makes something work; it's the 5% that's wrong that messes everything up. Source: Measuring, Managing and Maximizing Performance, Will Kaydos
  30. What, if anything, did this person learn that was new? How, if at all, did this person use the new learning in some sort of job-specific behavior? Did the usage of the learning help to produce any sort of worthwhile outcome? 1 2 3 SOURCE: Telling Training’s Story by Robert O. Brinkerhoff Success Case Method
  31. 1 2 4 3 Focus on what you’re evaluating Create an impact model that defines potential results and benefits. Survey and select success versus non-success rates. Formulate conclusions and recommendations, value, and return- on-investment. CREATE A MEASUREMENT PLAN
  32. Identify Performance Areas Engage Key Stakeholders Clarify and Define Training Establish Key Performance Indicators and Metrics 1. Focus and Plan the Evaluation
  33. 2. Create a Model for Success Business Unit Goals Skills and Knowledge Behaviors and Actions
  34. WHICH STATEMENT BELOW BEST DESCRIBES YOUR EXPERIENCE SINCE PARTICIPATING IN THE PERFORMANCE MANAGEMENT TRAINING? a. I learned something new, I have used it, and it has led to some very worthwhile results. b. I learned and tried some new things but can’t point to any very worthwhile results yet. c. While I may have learned something new, I have not been able to use it yet. d. I already knew about and was doing the things this training taught. e. I don’t think I can really use what I learned in the training. 3. Success vs. Non-success Rates SOURCE: Telling Training’s Story by Robert O. Brinkerhoff
  35. Unsuccessful Successful Positive influences: On-demand access to resources Opportunity to apply learning Peer support Senior leader involvement Manager support
  36. Areas of increased performance The value of this increase The costs to deliver value Recommended improvements to increase value 4. Recommendations, Value and ROI
  37. Delegation Skills TRAINING COSTS IMPACT Human Resources: $1,000 Stakeholders: $720 Total = $1,720 • Newly promoted managers take an average of 16 weeks to gain full productivity • Goal is to reach 100% productivity in 8 weeks at a value of $72,000 for 12 managers. • Teams are less productive per employee as managers gain skills, and secondary goal is to increase productivity per employee.
  38. Delegation Skills VALUE ADDED TOTAL VALUE GAINED • Costs per manager are $60.00 each by using online delivery of content. • Managers reached full productivity by learning to effectively delegate tasks and assume manager’s role in 8 weeks. • Gain in value of salary was $72,000. • Additionally, each team saw a .25% gain in per employee production of $18,000 total across the six impacted teams. $100,000 on a $1,720 program
  39. Problem Solving Skills TRAINING COSTS IMPACT Human Resources: $90,000 Managers & Reps: $250,000 Total = $340,000 • Customer service satisfaction ratings of 3 or below during trials result in zero sales • Ratings of 4.5 or better result in won business 85% of the time • Goal is to reach 4.5 ratings or better in 85% of the surveys returned.
  40. Problem Solving Skills VALUE ADDED TOTAL VALUE GAINED • Complex training program lasted a full year. • In the 12 months after the training program really began to show modifications in behaviors as proven by reaching 4.5 customer satisfaction scores 85% of the time • 24 additional deals were won on the same number of total trials. $1,200,000 on a $340,000 program
  41. Key Take-aways Raising your organization’s mastery of soft skills is important regardless of industry or size. We should approach the development of soft skills by focusing on the key behaviors aimed at supporting organizational objectives. Learning content should be delivered the way employee’s work and live – short form video. Measuring the impact is an important step in the training and development process. The success case methodology focuses on amplifying the effects of training, not isolating.
  42. Questions?
  43. Training Payback vs. ROI NEW Train the Trainer Series • Training Management • Research • Content Development • Training Delivery
  44. Getting Good at Surveys and Analysis
  45. Improve employee performance with the largest and fastest-growing library of training videos. FREE 30-DAY TRIAL! no risk and no obligation
  46. Jessica Petry Sr. Marketing Specialist @JessLPetry @BizLibrary Chris Osborn Vice President of Marketing @chrisosbornstl