Bite-size learning: chop, blend, and serve
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Creating bite sized learning for adult learners.
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Bite-size learning: chop, blend, and serve
- 1. Presented by: Rachel Hutchinson, CPLP Terry Copley
- 2. WHO ARE WE? Rachel Hutchinson is • The global training development manager for Hilti • CPLP and internal training consultant • Dog lover • Oklahoma State University football fan Terry Copley is • The Senior Manager for sales training in Hilti North America • A certified coach • A veteran softball player Between the 2 of us, we have over 38 years in the training and development field. Not sure if that makes us experienced or old.
- 3. WHO ARE WE? Hilti Corporation is a Liechtenstein-based company that develops, manufactures, and markets products for the construction, building maintenance, and mining industries, primarily to the professional end-user. Our brand promise is Outperform and Outlast. We use a direct sales model with over 15,000 geographically dispersed salespeople globally. Each sales person makes 8-10 sales calls a day. We are known in the industry as the problem solvers and experts at what we do.
- 5. WHAT ARE THE EXPECTATIONS? Are they coming in expecting take out? 7 course meal? Home-cooking? What do you know about your learners? What are their expectations? B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 6. WHAT ARE THE EXPECTATIONS? 70% of our learners are salespeople – limited time and time away from the job or answer costs them money. To determine what our learners wanted, we worked with GitWit Creative to define our typical user persona.
- 7. PLANNING THE MENU Salads The Dining Experience Appetizers Sides Main Entrees Drinks Desserts Before preparing a gourmet meal, you would first select and prepare the ingredients, ensure you had top quality items, and put all of your tools on the counter. With training, we must be willing to put in this preparation time to first identify what our desired outcomes are and just how many “bites” it will take a learner to digest the content. B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 8. PORTION SIZE MATTERS You better cut the pizza in four pieces because I'm not hungry enough to eat six. - Yogi Berra Research suggests that the human brain quickly gets overwhelmed when we force it to assimilate too much information at once. B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 9. THE BLEND… Cooking is like painting or writing a song. Just as there are only so many notes or colors, there are only so many flavors - it's how you combine them that sets you apart. - Wolfgang Puck Bite size learning is linked to the 70-20-10 learning principles. How can we best engage the learners in a timely manner – on-the-job, informally, and formally? B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 10. SERVING YOUR CREATION I'm into very colorful food. Obviously lots of flavor, but I think we eat with our eyes first, so it has to look great. The presentation has to be great. -Giada De Laurentiis How can we most effectively get this specific piece of information or learning across to this specific learner? We must know their motivation for receiving the knowledge and their situation! B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 11. A WAITER, FOOD TRUCK, OR SELF SERVE Formal learning can be delivered in a classroom learning context, through self-paced, technology-based learning programs and by providing people with access to online diagnostic and assessment tools. B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 12. SUMMARY In training, the reviews are the changes in behavior. Are your team members more capable of doing the tasks they need to do? B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
- 13. CONTACT INFORMATION Rachel Hutchinson Global Development Manager Rachel.hutchinson@hilti.com 918-872-3388 Terry Copley Senior Manager, Sales Training Terry.copley@hilti.com 918-872-3861 Updated slides available on slideshare.net under Rachel Hutchinson B I T E - S I Z E L E A R N I N G : C H O P , B L E N D , S E R V E ! | D L 1 4 _ 7 1 1 _ H U T C H I N S O N _ C O P L E Y
Notes de l'éditeur
- Are they coming in expecting take-out? Home-cooking? What do you know about your learners? What are their expectations?
- We worked with Gitwit to develop a user person of a “typical” Hilti salesperson. Meet Jim. Jim is the everyday sales person at Hilti. Jim’s role requires him to be a trusted advisor. Globally we have over 45% of our population are millennials and that number keeps growing. We have seen that the lack of comfort that millennials have for the unknown causes them not to demo our products. For example, 10 years ago a new product was introduced often without training. The salespeople were used to having to wait for information and so they learned on their own. Today’s salesperson tells us “I searched our intranet for information and could not find anything, so I was not able to demonstrate.” The ready access to knowledge our millennials have grown up with makes them far less comfortable with the unknown.
- Knowing what your learner needs lets you plan the menu. Will it be a variety of finger-foods, a sit-down meal, or appetizers? ASK: How do you come up with what is on your menu? SME requests Know our business Ask SMEs Traditionally, we, as learning experts defined how long and what media. Now we have learned that Jim also wants to feel in control of how he gets the information. Most of all, Jim wants to gain confidence in what he sells and the solutions he proposes. “If I am not confident in a product, service, or piece of software, I am not likely to bring it up or sell it. I am also not really comfortable asking others for help a lot of the time, it’s the fear of looking foolish. So I search out the videos, they are my best teaching tool and confidence booster.” He wants more videos with the “sales stars” because they share the “small things you don’t know” that often “make the biggest difference.” Jim searches google for “in the wild” videos that customers have made. These are powerful for customers to see because they aren’t from Hilti.
- Sometimes you find an exquisite item on a menu that leaves you wanting more. Tapas are known for this – tiny bites of delicious flavors that make you order more. You want your learners to want more rather than to feel overwhelmed. Several sessions have referenced findings on memory. I particularly enjoyed Sharon Boller’s session yesterday on When Remembering Really Matters. Research on memory and cognitive load suggests that the human brain quickly gets overwhelmed when we force it to assimilate too much information at once. Knowledge retention is shockingly low. One way to reduce cognitive load is to take a large body of knowledge and break it into chunks. Our exposure to the Internet, especially search engines and YouTube, has rewired our brains and changed the way we absorb information. Today, our brains prefer to receive information in short, disjointed bursts, especially when we access learning online.
- So we have chopped it… we have evaluated our learner's expectations and responded with a relevant menu... Now we must blend the ingredients to provide our offer in a way that the learners get the most out of the experience. This is where a chef considers how he or she will use the available ingredients to create a masterpiece. ASK: What blends do you use? LISTEN ASK: How do you choose? LISTEN Who all was in the keynote on Thursday…he spoke about assumptions and how they drive perception. At Hilti, one big assumptions our salespeople have is that they are losing sales while they are in training. This creates a barrier – an uncertainty that it is worth it to be in training. To overcome this uncertainty we used evolution’s solution to uncertainty – playing! We built games into our sales trainings to create a sense of competition and increase their motivation for learning. This is just one example of a non-traditional blend in use – but the key is to blend in a way that is flavorful to YOUR learner!
- If we have prepared ourselves, we should now be able to select the right delivery methods. The selection of the blend leads us directly to the serve. For many of us in the technology area, this is a passion and therefore we often start here on the most interesting piece. However, if we have not first evaluated the chop and blend, we are leaving out a critical piece - the learner! How can we most effectively get this specific piece of information or learning across to this specific learner? What is most palatable to them - which means we must know their motivation for receiving the knowledge and their situation! Jim wishes there were a one-stop shop on his mobile device for everything product related – schematics, cards, “you name it”, because “it’s all scattered” and “hauling around materials and even having to switch into a laptop is not smooth, is way too time consuming, and disrupts the flow of my interactions.” Video link In a decade at Hilti, 2 of the highest ranking sales training professionals have never pushed for a one stop shop for training, information, and knowledge. We created single sign on solutions, of course, but never fully planned for someone wanting everything available on their phone. ASK: What do you think your biggest mis-assumptions could have been?
- Just like ordering at a restaurant, most bite-sized learning is on-demand. When you are hungry, you stop at a restaurant or deli, call for delivery or take-out, or order online. And sometimes, you may even order from 2 places – picking up your favorite cheesecake at the local deli to go with the pasta dish from the restaurant on the corner. Personal and organizational learning does not need to be one-size-fits-all. Rather, it can take place through multiple blended formal and informal learning initiatives. Jim can feel our 1:1 attention because he has immediate access. He can focus on being a professional salesperson knowing that the materials that he needs are available right in his hand. He knows he will encounter the unknown in a sales call, but now he can also feel confident that he can quickly access the information to get him past that barrier.
- Other than your users “reviewing” your content, how do you know if your menu was successful? In the app, analytics can let us learn what is most and least used – and make changes to the menu based on that feedback. Maybe the ingredients were blended wrong – in one product we might find they always ignore the video. Or maybe we put a menu item out that is not ever ordered! ASK: How can you take our experience and make it your own?