Training Industry Magazine - May/June 2020 - 30

American Express: Focused Informal Learning Yields Big Results
A few years ago, American Express had an ever-growing list of training requests. Learners were overwhelmed by the
volume of training choices and simply passed up opportunities. Amex recognized and responded to the problem by
reducing the curriculum from over 25 programs to a range of one to three programs over a three-year period.
Importantly, the remaining programs were dramatically shifted from 90% training content and 10% support to 30%
training content and 70% support. The support activities focused on the few behaviors they wanted to change.
The activities included:

LEADER-LED
ACTIVITIES

GAMIFICATION

ROLE-PLAY
SCENARIOS

ONLINE LIVE
WEBINARS

GROUP
ACTIVITIES

LEADERSHIP
COACHING
TRAINING

PEER-TO-PEER
COACHING

The results of this bold change were impressive.
"There has been a 10% improvement in business volume, a 15% increase in employee engagement, and this
group is top tier for 2019 business performance," reported Daniel Haden, a director of global sales training
and enablement at American Express.
"The results speak to known training and business realities," said Haden. "People have always learned in different
ways. 90% of classroom training is forgotten. Informal learning is rapidly increasing due to the fast-paced nature
of today's information consumption and millennial generation. The new, focused approach leverages these facts."

targeted to preparing employees to
perform the defined behaviors.

Identify Trackable
Metrics
Little to no difference exists between
evaluating the effectiveness of the
informal learning in Angela's scenario
and any other type of training.
As you define the outcomes and
performance standards also identify
metrics to measure if they are being
accomplished, as well as methods to
perform the measurement.
If multiple employees have similar
responsibilities
and
performance
standards, ask questions about the
training content that they located and
used and whether or not they would
recommend it to others with similar
learning requirements. A group-sourced
library could be a valuable, timesaving tool.

| 30

Create a Strong
Performance
Support Plan

Training value is realized when people
use their learning on the job, and
therefore perform better. Invest the
time formerly spent developing training
in creating and implementing multifunctional plans to support on-thejob performance and accountability.
The degree to which a performance
support plan is created is the biggest
determinant of program success.
Examples of ways performance can be
monitored and supported include:
*	 Job aids and checklists.
*	 Check-ins to see if training graduates are
performing newly learned behaviors.
*	 Reports or dashboards to
show progress.
*	 Meetings or conference calls to
discuss overall progress, results and,
if needed, revisions to the plan.

*	 Self-reporting processes or tools for
training graduates.
During training, tell participants about
the resources available to them, and
let them know how their performance
will be tracked. Use the job aids and
other tools in exercises, so they
become familiar with them and can
practice incorporating them into their
daily work.

Monitor Performance
and Results
Once program implementation is
underway and performance is being
tracked, there will often be surprises.
Expect and welcome changes to the
plan. Continual monitoring allows you
to support and enhance performance
and results. This is far more valuable
than simply surveying people after
training and documenting what did and
did not occur. Instead of just reporting



Training Industry Magazine - May/June 2020

Table of Contents for the Digital Edition of Training Industry Magazine - May/June 2020

Consider Application When Redefining Your Training Programs
Table of Contents
Talent Development's Answer to Upskilling and Reskilling For the Future
How Will You Manage Behavior Change Challenges Post COVID-19?
Line of Sight: The Ultimate Learning Transfer Strategy
Behavior Change Is a Function of Proactive Positioning and Immediate Reinforcement
Aligning Games and Activities to Context to Encourage Action and Lighten the Load
Learn On the Job: A Spaced Learning Approach
Practice Doesn't Make Perfect … Perfect Practice Makes Perfect
Harnessing Informal Learning
The Backbone of the Smart Factory: A Network of Immersive Training
The Learning Transfer Elephant
5 Ways to Maximize Your On-the-Job Training Program
Are Keystone Habits the Magic Bullet for Training Outcomes?
How Vanderbilt University Conquered the Impossible: Affordably Scaling Ultrasound Training
Buyer Beware: Don't Invest in Cross-Cultural Training You Don't Need
Hackathons as a Means to Cultivate a Learning Organization
5 Ways to Improve the Performance of Your Learners
How Discomfort Enables Growth
Enabling Ubiquitous Learning: Cornerstone OnDemand Acquires Saba Software
Company News
Training Industry Magazine - May/June 2020 - Intro
Training Industry Magazine - May/June 2020 - 1
Training Industry Magazine - May/June 2020 - 2
Training Industry Magazine - May/June 2020 - Consider Application When Redefining Your Training Programs
Training Industry Magazine - May/June 2020 - 4
Training Industry Magazine - May/June 2020 - Table of Contents
Training Industry Magazine - May/June 2020 - 6
Training Industry Magazine - May/June 2020 - 7
Training Industry Magazine - May/June 2020 - 8
Training Industry Magazine - May/June 2020 - Talent Development's Answer to Upskilling and Reskilling For the Future
Training Industry Magazine - May/June 2020 - 10
Training Industry Magazine - May/June 2020 - How Will You Manage Behavior Change Challenges Post COVID-19?
Training Industry Magazine - May/June 2020 - 12
Training Industry Magazine - May/June 2020 - Line of Sight: The Ultimate Learning Transfer Strategy
Training Industry Magazine - May/June 2020 - 14
Training Industry Magazine - May/June 2020 - Behavior Change Is a Function of Proactive Positioning and Immediate Reinforcement
Training Industry Magazine - May/June 2020 - Aligning Games and Activities to Context to Encourage Action and Lighten the Load
Training Industry Magazine - May/June 2020 - 17
Training Industry Magazine - May/June 2020 - 18
Training Industry Magazine - May/June 2020 - 19
Training Industry Magazine - May/June 2020 - Learn On the Job: A Spaced Learning Approach
Training Industry Magazine - May/June 2020 - 21
Training Industry Magazine - May/June 2020 - 22
Training Industry Magazine - May/June 2020 - 23
Training Industry Magazine - May/June 2020 - Practice Doesn't Make Perfect … Perfect Practice Makes Perfect
Training Industry Magazine - May/June 2020 - 25
Training Industry Magazine - May/June 2020 - 26
Training Industry Magazine - May/June 2020 - 27
Training Industry Magazine - May/June 2020 - Harnessing Informal Learning
Training Industry Magazine - May/June 2020 - 29
Training Industry Magazine - May/June 2020 - 30
Training Industry Magazine - May/June 2020 - 31
Training Industry Magazine - May/June 2020 - The Backbone of the Smart Factory: A Network of Immersive Training
Training Industry Magazine - May/June 2020 - 33
Training Industry Magazine - May/June 2020 - 34
Training Industry Magazine - May/June 2020 - 35
Training Industry Magazine - May/June 2020 - The Learning Transfer Elephant
Training Industry Magazine - May/June 2020 - 37
Training Industry Magazine - May/June 2020 - 38
Training Industry Magazine - May/June 2020 - 39
Training Industry Magazine - May/June 2020 - 5 Ways to Maximize Your On-the-Job Training Program
Training Industry Magazine - May/June 2020 - 41
Training Industry Magazine - May/June 2020 - 42
Training Industry Magazine - May/June 2020 - 43
Training Industry Magazine - May/June 2020 - 44
Training Industry Magazine - May/June 2020 - Are Keystone Habits the Magic Bullet for Training Outcomes?
Training Industry Magazine - May/June 2020 - 46
Training Industry Magazine - May/June 2020 - 47
Training Industry Magazine - May/June 2020 - How Vanderbilt University Conquered the Impossible: Affordably Scaling Ultrasound Training
Training Industry Magazine - May/June 2020 - 49
Training Industry Magazine - May/June 2020 - Buyer Beware: Don't Invest in Cross-Cultural Training You Don't Need
Training Industry Magazine - May/June 2020 - 51
Training Industry Magazine - May/June 2020 - 52
Training Industry Magazine - May/June 2020 - Hackathons as a Means to Cultivate a Learning Organization
Training Industry Magazine - May/June 2020 - 54
Training Industry Magazine - May/June 2020 - 5 Ways to Improve the Performance of Your Learners
Training Industry Magazine - May/June 2020 - 56
Training Industry Magazine - May/June 2020 - How Discomfort Enables Growth
Training Industry Magazine - May/June 2020 - Enabling Ubiquitous Learning: Cornerstone OnDemand Acquires Saba Software
Training Industry Magazine - May/June 2020 - Company News
Training Industry Magazine - May/June 2020 - 60
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