Impacting performance in the flow of work
Completing an e-learning course or face-to-face class doesn’t guarantee success at work. The fact is that most learning occurs beyond formal training programs, through on-the-job experiences and social learning.
However, formal learning such as e-learning courses are often a key first step to build required knowledge and skills. Learners can then expand upon what they’ve learned as they apply their skills in the flow of work, reflect on how it went, solve problems and when things change.
Let’s review different ways learners can acquire new skills at different stages, based on a framework developed by Gottfredson and Mosher.
New
E-learning courses can be a great solution when people are learning something for the first time. E-learning courses should include relevant scenarios which allow practice of key skills in a safe environment. The scenarios might be completed using the actual job aid that will be used in real life, which we’ll discuss in the next section.
Apply
Learners should be able to easily access information that helps them complete tasks at work.
Job aids are often online manual or guides with step-by-step instructions, checklists, videos and other resources. Job aids must be easily accessible and include just enough information. They should also cater for different roles. Here’s an example of a job aid I developed for Guide Dogs NSW/ACT.
Short e-learning modules delivered at spaced intervals and inviting comment via methods listed in the “Reflect” section to follow can also be very useful in this phase.
Reflect
Learners also need an opportunity to discuss performing new tasks in the workplace and receive feedback. This may take several forms:
Community of practice (for example, via Teams, Slack or social media)
Mentoring, coaching, or on-the-job practice (shadowing)
Group discussion, calls, check-ins
Assignments, projects, worksheets.
Solve
When problems arise when completing a task, learners could be directed to an FAQ, help desk, online forum, live chat, blog or experienced colleagues.
Change
If processes change, learners should be redirected to existing resources to find the updated information via messages or notifications. Learners could also be quizzed on changes made to work procedures.
Summary
In summary, e-learning courses and other training programs can be the solutions to performance issues, but they're not always the complete solution. Providing support and context in the flow of work is often critical to impact performance.
Reference: The 5 Moments of Need: A Performance-First Approach, by Dr. Conrad Gottfredson & Bob Mosher.