Transcript 3C - HR Forum - Corporate HR Partners

clarity
creativity
communication
Performance Improvement
- Using the Phone as a Learning Medium
Presentation by Hedda Bird
Managing Director, 3C Associates Ltd
Context & Structure for Learning
clarity
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Business Strategy
•
Strategic Development
•
Discontinuous Change
•
Major Team Building
•
Serious Behavioural Change
Instructor or Consultant Led –
Off Site
Individual development
• Specialist Job Knowledge
• Process Skills
• Theoretical Models
• Study Group
Self directed, web/ book/
research or in-house, PDT
& classroom
Competency & Performance
Improvement
• Core skills & knowledge
• Continuous Change & Improvement
• New processes & procedures
• Follow-up
Instructor or Manager Led – in situ,
Classroom & Phone Delivered
Training (PDT)
Performance Analysis
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• In which boxes do you need to see change?
• Why do you need to see change?
• What is the change worth?
Service
Quality
Productivity
Cost
Time
Quantity
Errors
Reaction
NB. Change in one box will frequently lead to changes in others
Challenges we are seeing organisations
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Issues to be addressed
Constraints to delivering change
•
Improving Sales & Service
quality.
•
Getting everyone together
•
Motivation and performance
management.
•
Commitment to change
•
Time constraints for both
internal trainers and employees
•
Maintaining service levels
during development and
training
•
Ensuring new skills are
continuously applied
•
Demand for Coaching
•
Time Pressure & Stress
•
Lack of clear objectives and
reporting lines
•
Multi site and virtual teams
3C – Fundamental approach to
Learning and Change
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• Change & improvement take time - usually at
least 3 months
• Little & often is the best way to learn for most
situations
• Using a variety of media improves retention
and retains interest
• Complement existing training & development
A powerful NEW tool - Phone Delivered Training
(PDT)
4 people
Leeds
Duration
8
7
6
Traditional Approach
PDT Phone delivered
Training
3 people
London
5
3 people
Birmingham
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4
3
2
1
0
Frequency
3C delegates:
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Phone Workers
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Sales People
•
Dispersed teams
Programme
Leader
•
•
•
•
•
Simple, easy process
Saves Time
Saves Money
Increases Effectiveness
Makes Change Stick
PDT & Learning Styles
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+
-
Activist
Immediate
Have a go now
Attention may
wander
Pragmatist
Good use of time
Hands on
Needs to see
relevance
Theorist
Likes focus, and
multiple sessions
May talk too much
Reflector
Little & often gives Can feel pressured
time to reflect
to respond
Could you use Phone Delivered
Training?
• Who can do it?
– Experienced Classroom
trainers can learn to do
it
• What do you need?
– A phone!
• What about virtual
classrooms?
– Only for teaching IT
systems
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• What for?
– Processes, systems,
follow up to classroom,
brainstorming
• When not?
– Highly emotional issues
– Attitude problems
– Body Language
• Who for?
– Dispersed teams
– Phone workers
– The time pressured
Client List & Comments:
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Nationwide Building Society
Toshiba Information Systems
UK
Volvo Cars
PeopleSoft Europe
Cushman Wakefield Healy &
Baker
Calor Gas
Teleperformance UK
BAA
Cognos
Panasonic UK
Nestlé Purina
Pharos Communications
Staffware
IBM
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“Using 3C’s innovative approach
has cut our operational
overheads and increased the
efficiency of our call centre” Peter
Notton, Customer Services Manager,
Calor Gas
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“The 3C approach really works”
Jo Hussey, Learning & Development
Manager, Nationwide Building Society
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“ The best training we have ever
had” Nigel Newman, Call Centre
Manager, Teleperformance UK.
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“Enquiries for Products have
tripled since the programme”
Jane Pocock, Corporate Programmes
Manager, Toshiba Information
Systems UK