Focus Magazine - Winter 2017 - 30

FEATURESTORY

Regardless of the tool or method used,
mobile reinforcement should assess both reps'
performance and their self-reported confidence.

monotony.
Regardless of the tool or method
used, mobile reinforcement should
assess both reps' performance and
their self-reported confidence.
Managers should be able to pull
reports on player performance and
use the results to identify coaching
opportunities, as well as topics that
might require further training.

Performance Support for
Quick Reference
coaching, the pull-through from this
type of training is minimal.

Mobile Reinforcement for
Memorization
e Forgetting Curve and the
Spacing Effect show us that
memorization happens best if
studying is broken into small chunks
over an extended period of time. e
trend of microlearning is, in some
ways, a response to this. Aer a major
training event, the most critical
learning objectives should be
continuously reinforced through a
series of short learning bursts that
occur over a period of days, weeks, or
months.
To achieve this, some organizations
simply push out relevant questions for
reps to answer each day on their
device of choice. While an approach
like this can be effective for some
learners, it may become overly
repetitive and predictable if repeated
for too long. Gamifying the
reinforcement process, or even
packaging learning content into short
mini-games, can help break the

In many cases, organizations have
hundreds (or even thousands) of sales
aids and reference materials scattered
across learning management systems,
Sharepoint sites and other locations.
Many of these resources are likely out
of date, and most of them are probably
not available to Sarah, our sales rep
from the example above, when she is
sitting in a physician's parking lot
trying to look something up.
Some of the information reps need
to know may not be used frequently
enough, or it may change too quickly,
for them to commit it to memory. In
these cases, a performance support
tool is the ideal form of training
reinforcement. Reps should be able to
quickly search for and locate
information on their device of choice.

Start with Analysis
Even when you know that some
form of reinforcement is needed,
determining what type of
reinforcement to provide is not so
simple. When this is the case, analysis
is critical. Many trainers are already
familiar with performing a training

needs analysis, which usually includes
job task analysis, focus groups,
interviews and surveys. ey are less
familiar with uncovering the deeper,
more fundamental needs of target
learners. Do we understand Sarah's
feeling of frustration when she can't
find the information she needs on her
phone before talking to a customer?
How does that frustration help us
define the real problem and identify
the right type of training
reinforcement to provide?

From Learning Events to
Learning Campaigns
When we combine findings from
the scientific literature on learning
and remembering with findings from
our own analysis and observations of
what target learners want and need,
training reinforcement is elevated
from nice-to-have to essential. For this
reason, major training initiatives
should be broken into at least three
phases:
* Pre-work to establish basic facts
and engage learners.
* An immersive training event to
expand on the pre-work and
provide meaningful practice
opportunities.
* A reinforcement phase that
combines performance support
with tools that support
memorization and recall.
A fourth phase should be included
as needed to disseminate new
information over time and localize
training materials for new markets. ■

Steven Boller is the director of marketing and product management at Bottom-Line Performance. Email Steve at
Steve@bottomlineperformance.com.

30

FOCUS | Winter 2017 | www.L-TEN.org


http://www.L-TEN.org

Table of Contents for the Digital Edition of Focus Magazine - Winter 2017

LTEN Focus on Training Magazine
From the President: Preparing for Change
Table of Contents
Table of Contents
Guest Editor: Facilitative Training & Mutual Learning Models
Directions: A Time to Reflect and Plan
Front of the Room: Help! I've Got a Big Audience!
Building Account Management Capabilities
6th Annual Medical Device & Diagnostics Trainers Summit
Training Your Sales Team for Today's Changing Customers
Training Reinforcement 101
Sales Simulation Programs that Drive Performance
5 Persuasive Communication Lessons
Do It Yourself In-House Talent Development
Leveraging Simulation-Based Technology in Training
3 Essential Pillars for Competitive Selling
Virtual How: Learning Innovation & Best Practices
Ad Index
Focus Contacts
Meet Your Incoming LTEN Board President
Focus Magazine - Winter 2017 - Intro
Focus Magazine - Winter 2017 - LTEN Focus on Training Magazine
Focus Magazine - Winter 2017 - Cover2
Focus Magazine - Winter 2017 - 3
Focus Magazine - Winter 2017 - 4
Focus Magazine - Winter 2017 - From the President: Preparing for Change
Focus Magazine - Winter 2017 - 6
Focus Magazine - Winter 2017 - Table of Contents
Focus Magazine - Winter 2017 - 8
Focus Magazine - Winter 2017 - Table of Contents
Focus Magazine - Winter 2017 - 10
Focus Magazine - Winter 2017 - Guest Editor: Facilitative Training & Mutual Learning Models
Focus Magazine - Winter 2017 - 12
Focus Magazine - Winter 2017 - Directions: A Time to Reflect and Plan
Focus Magazine - Winter 2017 - 14
Focus Magazine - Winter 2017 - Front of the Room: Help! I've Got a Big Audience!
Focus Magazine - Winter 2017 - 16
Focus Magazine - Winter 2017 - Building Account Management Capabilities
Focus Magazine - Winter 2017 - 18
Focus Magazine - Winter 2017 - 19
Focus Magazine - Winter 2017 - 20
Focus Magazine - Winter 2017 - 21
Focus Magazine - Winter 2017 - 6th Annual Medical Device & Diagnostics Trainers Summit
Focus Magazine - Winter 2017 - 23
Focus Magazine - Winter 2017 - Training Your Sales Team for Today's Changing Customers
Focus Magazine - Winter 2017 - 25
Focus Magazine - Winter 2017 - 26
Focus Magazine - Winter 2017 - 27
Focus Magazine - Winter 2017 - Training Reinforcement 101
Focus Magazine - Winter 2017 - 29
Focus Magazine - Winter 2017 - 30
Focus Magazine - Winter 2017 - 31
Focus Magazine - Winter 2017 - 32
Focus Magazine - Winter 2017 - 33
Focus Magazine - Winter 2017 - Sales Simulation Programs that Drive Performance
Focus Magazine - Winter 2017 - 35
Focus Magazine - Winter 2017 - 36
Focus Magazine - Winter 2017 - 37
Focus Magazine - Winter 2017 - 38
Focus Magazine - Winter 2017 - 39
Focus Magazine - Winter 2017 - 5 Persuasive Communication Lessons
Focus Magazine - Winter 2017 - 41
Focus Magazine - Winter 2017 - 42
Focus Magazine - Winter 2017 - 43
Focus Magazine - Winter 2017 - Do It Yourself In-House Talent Development
Focus Magazine - Winter 2017 - 45
Focus Magazine - Winter 2017 - 46
Focus Magazine - Winter 2017 - 47
Focus Magazine - Winter 2017 - Leveraging Simulation-Based Technology in Training
Focus Magazine - Winter 2017 - 49
Focus Magazine - Winter 2017 - 50
Focus Magazine - Winter 2017 - 51
Focus Magazine - Winter 2017 - 3 Essential Pillars for Competitive Selling
Focus Magazine - Winter 2017 - 53
Focus Magazine - Winter 2017 - 54
Focus Magazine - Winter 2017 - 55
Focus Magazine - Winter 2017 - 56
Focus Magazine - Winter 2017 - Virtual How: Learning Innovation & Best Practices
Focus Magazine - Winter 2017 - 58
Focus Magazine - Winter 2017 - 59
Focus Magazine - Winter 2017 - Ad Index
Focus Magazine - Winter 2017 - Focus Contacts
Focus Magazine - Winter 2017 - Meet Your Incoming LTEN Board President
Focus Magazine - Winter 2017 - Cover3
Focus Magazine - Winter 2017 - Cover4
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