Training Industry Quarterly - Spring 2013 - (Page 17)
perFormaNCe matters | conrad gottFredson & bob Mosher
don’t let traininG Be half-Baked
sk yourself this question: To what degree is my organization addressing the entire journey performers make from
the beginning stages of learning through the full range of
challenges that can occur at the moment of Apply, when learners
are called upon to actually perform?
To answer this question accurately, you must understand the five
fundamental moments that comprise the entire spectrum of learning and performance support (PS) needs. These “Five Moments
of Need” provide an overarching framework for helping learners
become, and remain, competent in their individual and collective
Five Moments of Learning need:
• Apply: When performers need to act upon what they have learned.
• New: When performers are learning how to do something for the
• More: When performers are expanding the breadth and depth of
what they have learned.
• Solve: When problems arise for the performer or don’t work the
way they were intended.
• Change: When performers need to learn a new way of doing
Moment of apply
When performers are at this moment — when they need to
actually perform on the job — they need instant access to the information and other resources that intuitively help them perform
effectively. The aid needs to allow the performer to dive as deeply as
necessary, depending upon the need to plan, remember, adapt, or
reference information required for successful performance.
new and More at the Moment of apply
Although these two moments of need (Learn New and Learn
More) are initially satisfied by the development and delivery of for-
mal learning solutions, they can also occur at the moment of Apply.
It is highly probable in today’s work environment that a performer
may need to learn something for the first time, or learn more right
at the moment of Apply, when there simply isn’t time to step away
from the workflow and take a traditional course. Performers need
to learn in real-time, while on the job, at the moment of Apply. Performers need instant access to only what they need.
Moment of solve
In the realities of today’s “New Normal” where change is unrelenting, it isn’t enough to know how to do something correctly,
it is also vital that performers stand as “self-reliant” as possible in
diagnosing and solving problems that happen along the way. The
situations we call “problems” can be caused by unforeseen circumstances, other people and ourselves. Regardless of the source, these
moments of Solve require diagnostic skills coupled with performance support designed to accommodate this moment of need.
Moment of change
Un-learning a deeply ingrained skill by overriding it with a new
one is the most significant learning challenge that any person and
organization face. This moment of need cannot be adequately met
solely with formal learning solutions. When organizations face
any major change initiative, there is a high probability that deeplyrooted skills require overriding. This can best be done with a robust two-click/10-second PS solution that supports performers in
their workflow, at the moment of Apply, when they are called upon
to un-learn and re-learn. Too few change management initiatives
make this crucial investment.
So, the question: Are you throwing learners over the classroom
and/or e-learning wall into the workflow and then hoping that what
you gave them will magically transfer to successful on-the-job performance?
Learning doesn’t survive unless you put in place provisions that
support performers when they need to apply, change, solve, as well as
learn new and more. Anything short of this is a half-baked solution.
Dr. Conrad Gottfredson is chief learning strategist at Ontuitive
with 30 years of experience in the learning and training industry. Bob
Mosher is chief learning evangelist at Ontuitive with more than 25
years of experience. Email Conrad and Bob.
Training Industry Quarterly, Spring 2013 / A Training Industry, Inc. magazine / www.trainingindustry.com/TIQ
Table of Contents for the Digital Edition of Training Industry Quarterly - Spring 2013
Training Industry Quarterly - Spring 2013
From Where I Sit: Back to the Basics
Table of Contents
Guest Editor: A Brave New World
Extracting Learning From Work
Poor Behavior: Your Brain is Partly to Blame
How to Design Engaging Training Programs
The Missing Link in Learning
Don't Let Training Be Half-Baked
What the Latest Brain Research Tells Us about Designing Learning that Sticks
Motivation: The Key to Learning Transfer
Improving Learning Outcomes with a Bite-Sized Strategy
Adult Development: Predicting Learning Success
From One Brain to Another: What We've Learned about Learning
Formalizing Informal Learning
Training Industry Quarterly - Spring 2013