E-learning: revolutionary or evolutionary

Size: px
Start display at page:

Download "E-learning: revolutionary or evolutionary"

Transcription

1 E-learning: revolutionary or evolutionary Initial wild enthusiasm for e-learning has given way to more cautious practice.viki Holton and Andrew Ettinger seek out the reality behind the hyperbole and disappointment. Andrew Ettinger is Director of Learning Resources, responsible for Ashridge's unique multi-media Learning Resource Centre By the end of this century s first decade e-learning, or online learning, will probably be an accepted part of most training and development. But, while e-learning is becoming more widespread, growth has been far slower than initially predicted. The impact of e-learning is also proving to be slow and, as yet, hard to assess. E-learning may simply become just another way to provide training. However, another view is that e-learning has the potential to be far more powerful. Indeed, some observers believe e-learning has the power to completely change learning and knowledge management. Ashridge has worked with e-learning for a number of years, most recently launching an on-line MBA module. This prompted a study of how business is implementing e-learning. As an e-learning provider through its Virtual Learning Resource Centre (VLRC) Ashridge was obviously very interested in what the research indicated to suppliers. Over the past six months we have researched some of the key issues surrounding e-learning and conducted in-depth interviews with 16 organisations. Some of the results have confirmed Ashridge s own experience. Other findings were more surprising. Before examining the results of the study it is worth pausing to review e-learning. It is a controversial subject among people closely involved with training. A few confess to feeling indifferent about e-learning but it is more likely to hear opposing, and often quite strongly held, views. There are sceptics and believers. COMPANIES INTERVIEWED INCLUDED: Allied Irish Bank The BBC The British Council Coca-Cola GB Deutsche Bank Electro-components Franz Haniel Akademie Gartmore Investment Management Lloyds TSB Logicom Mercer Human Resource Consulting The Ministry of Defence Norwich Union Life Somerset County Council Volvo Truck Corporation Xerox Europe

2 These, of course, are not the only views expressed about e-learning, but they are useful labels, as they help articulate the pros and cons of e-learning. Sceptic or believer? Sceptics often regard e-learning as a poor approach to training and development. Comments range from simply "it creates a bad environment for the learner", through to the more dogmatic view that, "e-learning can t possibly replace a good training and classroom session". Many sceptics are devotees of the classroom. This isn t the only sceptical group. Others find it hard to see how e-learning, however good it might be, can replace the buzz from good teaching and discussions with a group of colleagues. In some respects the practical difficulties of the early years of e-learning have contributed to such views. A large amount of jargon has been generated. The focus of e-learning on individual learning is also both an advantage and a disadvantage. The good news is that the learner can learn at his or her own pace. The downside is that often learning becomes a solitary, and therefore lonely, process. This is often cited as a reason for the high drop-out rate in many e- learning programmes. It also contrasts badly with the buzz that s experienced at the end of a brilliant day s teaching and discussion. A lot of what s currently on offer, even when e-learning is blended or integrated with other types of training, remains focused on the individual learner. Technological problems have haunted e-learning from the beginning. A constant frustration mentioned by companies, regardless of sector or country, is the short-fall in the promise of technology. One example is the difficulty of matching technology across different departments, different sites and different countries. And, in case you think this problem applies only to companies without sophisticated IT knowledge, it appears to have affected almost all organisations. Technology problems of one sort or another, minor blips or major catastrophes, were mentioned by almost everyone interviewed. Some company teams responsible for developing e-learning consisted only of HR and training professionals but other teams with IT specialists also encountered technology problems. Of course, technology is already far more Viki Holton is a Senior advanced now than in the mid-1990s and so these Researcher, Ashridge Centre problems may be overcome over the next few years. Creating the buzz of classroom training may for Business and Society. also be helped by more interactive software and as trainers gain more experience at blending e-learning with other training approaches. viki.holton Improving technology infrastructures will help to reduce the high development costs of e-learning. In the other camp are the believers. This group is not necessarily the evangelistic convert who thinks e-learning should, or could, replace every other type of learning. This was discussed at one stage quite widely, but most companies interviewed in this study now believe e-learning is complementary, and likely to be one of a number of different training approaches. The believer is likely to be convinced of the benefits of e-learning and often sees the potential of e-learning to deliver training differently. It is no coincidence that companies with a need for compliance training are likely to use e-learning. Such companies report that e-learning replaces what were sometimes cumbersome and time-intensive 23 administrative tasks as well as providing costeffective training for large numbers. Technological problems have haunted e-learning from the beginning.

3 E-learning: revolutionary or evolutionary WEIGHING UP THE PROS AND CONS OF E-LEARNING ADVANTAGES DISADVANTAGES Self-paced learning Solitary Flexible in terms of where and when learning is done Cost effective training (Return on Investment) especially for large numbers of staff Not appropriate for all types of training eg softer skills and leadership High investment costs especially at initial stages of development Can save managers time Technology (has to work) Covers basics, leaving more time for classroom and one-to-one training Can have a negative second-class image 24 What s in a name? In the light of the controversy surrounding e-learning, it is perhaps not surprising to hear that some companies have decided to either re-brand approaches to try and motivate staff to try e-learning. Many companies report that getting staff to take that first step is often the most difficult hurdle. e-learning with another title or take a more extreme approach, such as at Volvo, to drop all reference to e-learning. (Even so, the majority of those Creating the best environment we interviewed have kept e-learning as a banner heading.) What is universally agreed is that e-learning, whether offered as a stand-alone approach or mixed or blended with other training, is difficult to implement. This view cuts across sector, company size, and country of operation or available resources. The Ashridge research indicates that the amount of money invested in e-learning does not correlate to success. It is also clear from the study that where staff suspect e-learning is introduced merely to cut costs and/or reduce the amount of time for training, this creates a negative response. Successful e-learning initiatives in any country Creating the best environment for e-learning is important and many of the key conditions are no different to what s needed for any type of learning. Ian Sellars, manager of education and learning at Xerox Europe, believes communication "is paramount". It is, he says: "the most important aspect of how you sell e-learning across the organisation". The message itself is important but so are creative ways to get the message across. Posters translated in local languages, menu cards, pens, mouse mats, brochures, adverts, autosignatures, inserts in pay-slips, have all been used at Xerox. The point being that like many change are likely to be greatly outnumbered by those initiatives the approach needs to be either disbanded or which produce mixed results. Innumerable articles and reports highlight the barriers to e-learning. Yet, it is interesting to note that not all barriers are negative. Xerox Europe created a system to ensure staff could not book a place on a training programme until certain online training was completed. Others have taken similar eye-catching and simple and this can do more than a sophisticated campaign. Ian Sellars acknowledges that his sales background explains his high regard for communication but he says the Xerox experience supports this: "It is not possible to tell people too much or too often about e-learning. It is still a new approach to training and takes time

4 before it s regarded like any other type of training." Another type of communication that has helped make e-learning more relevant to staff is by involving senior managers, as would be the case in other strategic initiatives. Close links, even to the fine detail of the senior business manager introducing e-learning on-line, are critical. "If e-learning is not delivering what the business wants, you ll find it near to impossible to get people interested in it." Best practice So what does the gold standard look like for e-learning? The study indicates six key issues. It should be emphasised that the list isn t a template, and the detail and design of e-learning must be closely related to the individual organisation. The list may seem to state the obvious but these important principles have often been overlooked, or forgotten, in many e-learning initiatives. It is important sometimes to reflect on what s important in order to get back to the basics of learning. Top of the list is the need to ensure e-learning delivers what the business needs; this will happen wherever e-learning is developed within a strategic framework. Few projects are evaluated properly and if it happens at all it often takes place after the training is finished. It s important to measure progress for learners and for the organisation. It s also important to be sure that what e-learning is delivering is what the business needs. The final ingredient on the gold standard list above is what Peter Senge described as the "learning organisation". Many of those we interviewed admit that e-learning and any training and development intervention struggles to compete against busy, pressured workplaces. People are very focused on the job or task in hand. "I m too busy" or, "My manager won t let me have any time" are frequent reasons people give as to why they haven t completed an e-learning module. When there is little time dedicated to genuine learning and reflection, taking time out for training, especially when colleagues are working under pressure, may seem like wasted time. Of course, this isn t so. Most of us know that a business is only as good as the people who work there and that any business which does not value learning is unlikely to prosper and thrive. However, it is undoubtedly difficult to integrate learning into a busy business environment. But it is far more likely to happen if the learning is seen as relevant which neatly brings us back to what s at the top of the gold standard: the importance of linking e-learning with the needs of the business. Our learning Clearly, the research also offered important lessons for Ashridge. Perhaps the strongest is that customers need help in making decisions about e-learning. We are consequently putting more resource into Customer Relationship Management as well as having a dedicated graphic designer whose role is to work with clients on tailored promotional material. This element of tailoring, either cosmetically or by links to competency frameworks, was highlighted by many as being the way forward. We have recently created tailored portals for United Utilities, the National Probation 25 Service and the British Council, and are currently working on a global portal for ITT. What is universally agreed is that e-learning, whether offered as a stand-alone approach or mixed or blended with other training, is difficult to implement.

5 E-learning: revolutionary or evolutionary The research showed that links to diagnostics, including 360 o feedback, are increasingly becoming relevant to the take-up of e-learning. Ashridge launched a self-assessed questionnaire with 25 generic competences on the VLRC last year and the feedback has been positive. Ashridge s emphasis is not on offering "solutions" nor to add any plug-ins. The VLRC works on lowest common denominator technology. The final message from the research is that good content is not measured by volume. In fact if the product could be seen to save managers time, this would help market and promote it. Indeed the whole philosophy behind the 50+ Learning Guides on the VLRC is that they save managers time. The guides and book reviews, links to recommended websites, and potted overviews of a subject, skill or competency, all save time. There is still much to do, but we are listening to our customers. DEVELOPING A GOLD STANDARD: KEY INGREDIENTS OF E-LEARNING Delivering what the business needs Putting the learner at the heart of e-learning Providing high quality content and technology Gaining support at senior levels for e-learning Providing pro-active support for e-learners (and their managers) through communication, promotion and marketing Creating an organisation that genuinely values learning In order to learn more about e-learning at Ashridge contact Andrew Ettinger, Director, Learning Resources, Tel: +44 (0) , For more information about the report featuring case studies of Xerox Europe and Volvo contact Viki Holton, Senior Researcher, Ashridge Centre for Business and Society, Tel: +44 (0) , 26

Blended Learning Current Use, Challenges and Best Practices

Blended Learning Current Use, Challenges and Best Practices Blended Learning Current Use, Challenges and Best Practices Report 2013 Contents Background and Methodology... 3 Executive Summary... 3 Survey Results in detail... 5 How is blended learning used?... 5

More information

HOW TO USE VIDEO TO MOTIVATE LEARNING

HOW TO USE VIDEO TO MOTIVATE LEARNING HOW TO USE VIDEO TO MOTIVATE LEARNING Catherine de Salvo Director, Scott Bradbury Ltd. trainingzone How do you use video to motivate learning? If you are considering using video as part of your online

More information

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE

INTERVIEW QUESTIONS: ADVICE AND GUIDANCE INTERVIEW QUESTIONS: ADVICE AND GUIDANCE Although interviews can vary tremendously, from an informal chat to a panel interview, some questions always seem to crop up. It would be a good idea to review

More information

Australian Government Department of Education and Training More Support for Students with Disabilities 2012-2014

Australian Government Department of Education and Training More Support for Students with Disabilities 2012-2014 Australian Government Department of Education and Training More Support for Students with Disabilities 2012-2014 Evaluation Case Study OnlineTraining Limited professional learning modules MSSD Output 5:

More information

Why Sales Training Doesn t Work....and what to do about it!

Why Sales Training Doesn t Work....and what to do about it! Why Sales Training Doesn t Work...and what to do about it! Selling isn t a great sport in which to come second. In the world of winner takes all, anything that gives you a small increase in performance

More information

The Coaching at Work Survey

The Coaching at Work Survey The Coaching at Work Survey 2002 Foreword Background Workplace learning is developing dramatically. What was delivered in a classroom is now experienced online. What once took a day now only lasts an hour.

More information

Evaluating Teaching Innovation

Evaluating Teaching Innovation Evaluating Teaching Innovation By Richard James The evaluation of teaching and learning, and particularly of teaching and learning innovation, has become a priority in universities. The idea in writing

More information

Seven Things Employees Want Most From Their Training

Seven Things Employees Want Most From Their Training RESEARCH REPORT Seven Things Employees Want Most From Their Training Executive Summary In 2013 we set out to discover what 1,001 office workers really think about training. Commissioning Opinion Matters,

More information

Choosing an LMS FOR EMPLOYEE TRAINING

Choosing an LMS FOR EMPLOYEE TRAINING Choosing an LMS FOR EMPLOYEE TRAINING As organizations grow it becomes more challenging to scale your internal learning culture. You must be certain that your staff is trained in the entire organizational

More information

Institute of Leadership & Management. Creating a coaching culture

Institute of Leadership & Management. Creating a coaching culture Institute of Leadership & Management Creating a coaching culture Contents Introduction 01 Executive summary 02 Research findings 03 Conclusion 07 Methodology 08 Introduction The world of work is complex

More information

So how do you evaluate the Level 1 response electronically? Here are some suggestions.

So how do you evaluate the Level 1 response electronically? Here are some suggestions. Evaluating E-learning You can evaluate e-learning with Kirkpatrick's tried-and-true levels of evaluation. It's simply a matter of asking the right questions in the right ways. This article by William Horton

More information

Leadership and Management Programme

Leadership and Management Programme Leadership and Management Programme LEADERSHIP DEVELOPMENT 1 Message from the Vice-Chancellor Dear colleagues, we have developed a radical, ambitious and achievable Vision for our future. Achieving this

More information

Consultancy L&D. TAP Diploma ENABLING QUALITY-ASSURED LEARNING & DEVELOPMENT

Consultancy L&D. TAP Diploma ENABLING QUALITY-ASSURED LEARNING & DEVELOPMENT L&D Consultancy ENABLING QUALITY-ASSURED LEARNING & DEVELOPMENT 0 0 TAP Diploma 2 c o r e m o d u les + 2 elective m o d u l e s + o n l ine self - s t u d y Introduction The Diploma in L&D Consultancy

More information

Revolutionise your organisation with the most advanced CRM framework in the world.

Revolutionise your organisation with the most advanced CRM framework in the world. Revolutionise your organisation with the most advanced CRM framework in the world. Cloud Innovation is professional and personable and had empathy for the challenges we faced as a FTSE 250 company. Whether

More information

Interpersonal Skills. Leadership, Change Management and Team Building

Interpersonal Skills. Leadership, Change Management and Team Building Interpersonal Skills Leadership, Change Management and Team Building Capital s Learning and Development team design and deliver tailored skills and competency based programmes to meet your wide range of

More information

DECISION MAKERS. Solving Internal Communication Struggles. Let s get Started

DECISION MAKERS. Solving Internal Communication Struggles. Let s get Started DECISION MAKERS Solving Internal Communication Struggles Let s get Started TABLE OF CONTENTS To help you find things faster PART ONE PART TWO PART THREE PART FOUR How and Why Internal Communications Fail

More information

GET INSIDE OUR BRAIN. Applied Behaviour Analysis

GET INSIDE OUR BRAIN. Applied Behaviour Analysis GET INSIDE OUR BRAIN Applied Behaviour Analysis Applied Behaviour Analysis (ABA) Applied Behaviour Analysis (ABA) is the background science used by MadAbout in our development solutions and the keystone

More information

Contract Management Part One Making the Business Case for Investment

Contract Management Part One Making the Business Case for Investment Contract Management Part One Making the Business Case for Investment Executive Summary This paper is the first in a short series of three which will look at the business case for organisations to invest

More information

Senior-level telemarketing the top ten success factors

Senior-level telemarketing the top ten success factors Senior-level telemarketing the top ten success factors A Guest Article by Jonathan Silverman April 2010 Planning a telephone marketing campaign I m often asked what the most important things are when clients

More information

Centre for Excellence in Learning and Teaching

Centre for Excellence in Learning and Teaching Learning and Teaching in Action Centre for Excellence in Learning and Teaching Manchester Metropolitan University Author: Colin Gray Year of publication: 2015 Article title: Refining Flexible, Bite-Sized

More information

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company

More information

customer experiences Delivering exceptional Customer Service Excellence

customer experiences Delivering exceptional Customer Service Excellence Delivering exceptional customer experiences Customer Service QA can work with you to create customer experiences that consistently reflect the aims, values and aspirations of your organisation. Every organisation

More information

Get your business talking: The value of having the right conversations

Get your business talking: The value of having the right conversations Get your business talking: The value of having the right conversations By Dik Veenman Organisational effectiveness is typically seen by business leaders as a matter of corporate engineering. For executives,

More information

The Challenge with Innovative Learning. Recognising the Challenge. Partnership self directed learning communication learning support

The Challenge with Innovative Learning. Recognising the Challenge. Partnership self directed learning communication learning support Learning Services Our Learning Services team works in close partnership with our clients. We combine our expertise in instructional design, learning technologies and project management to analyse learner

More information

Feedback from open forum meetings to discuss the sickness absence policy

Feedback from open forum meetings to discuss the sickness absence policy Feedback from open forum meetings to discuss the sickness absence policy As you will have read or been told about in recent months, the HR team are currently leading on a project to review the Service

More information

The Co-operative s Green Schools Revolution Fair Enterprise. Create a Fairtrade marketing campaign at your school for pupils aged 11-14 and 14-16

The Co-operative s Green Schools Revolution Fair Enterprise. Create a Fairtrade marketing campaign at your school for pupils aged 11-14 and 14-16 The Co-operative s Green Schools Revolution Fair Enterprise Create a Fairtrade marketing campaign at your school for pupils aged 11-14 and 14-16 Teacher Delivering a Co-operative Fair Enterprise challenge:

More information

BY KARI VAN DYKE VICE PRESIDENT & SALES LEADER RICHARDSON

BY KARI VAN DYKE VICE PRESIDENT & SALES LEADER RICHARDSON BY KARI VAN DYKE VICE PRESIDENT & SALES LEADER All the time, money, and effort that go into hiring sales employees can be wasted if the right program isn t in place to bring them on board quickly and effectively.

More information

Killer Coaching Questions To Use During Staff Development Sessions

Killer Coaching Questions To Use During Staff Development Sessions Killer Coaching Questions To Use During Staff Development Sessions MTD Training, 5 Orchard Court, Binley Business Park, Coventry, CV3 2TQ Web: www.mtdtraining.com Phone: 0800 849 6732 Email: info@mtdtraining.com

More information

Here is a very useful checklist for you to use when comparing EBC to other courses.

Here is a very useful checklist for you to use when comparing EBC to other courses. How to choose a course Here is a very useful checklist for you to use when comparing EBC to other courses. Course types There are quite a few available: Online/distance, Residential, Blended learning,

More information

13. Identifying stakeholders and their 1relevance

13. Identifying stakeholders and their 1relevance 13. Identifying stakeholders and their 1relevance All successful public relations work is built on the foundation of good working relationships. These relationships foster trust and open communication,

More information

How To: Implement Change Successfully

How To: Implement Change Successfully How To: Implement Change Successfully INTRODUCTION The most important part of the audit cycle is making change Baker et al (1999) The aim of this How To guide is to provide advice on how to implement change

More information

Test your talent How does your approach to talent strategy measure up?

Test your talent How does your approach to talent strategy measure up? 1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in

More information

The Rules: Recruiters Reveal How to Play & Win the Medical Sales Job Search Game

The Rules: Recruiters Reveal How to Play & Win the Medical Sales Job Search Game Recruiters Reveal How to Play & Win the 2011 by MedReps.com Copyright holder is licensing this under the Creative Commons License, Attribution 3.0. http://creativecommons.org/licenses/by/3.0/us The Truth

More information

The importance of selecting the right ERP solution

The importance of selecting the right ERP solution The importance of selecting the right ERP solution The benefits of selecting and successfully implementing the right ERP solution for your business are widespread. The right ERP solution, tailored to suit

More information

Module 2 An Introduction to. The Performance Appraisal System

Module 2 An Introduction to. The Performance Appraisal System Module 2 An Introduction to The Performance Appraisal System Introduction THE PERFORMANCE APPRAISAL SYSTEM: We all want to get better results from the work we do - as individuals, as teams and as an organisation.

More information

Creating Effective Podcasts for Your Business

Creating Effective Podcasts for Your Business Creating Effective Podcasts for Your Business Podcasting is an exciting new way to communicate with people both inside and outside your organization. Effective podcasts build a loyal audience that keeps

More information

MAKING YOUR ORGANISATION S INFORMATION ACCESSIBLE FOR ALL IMPLEMENTING THE GUIDELINES FOR ACCESSIBLE INFORMATION

MAKING YOUR ORGANISATION S INFORMATION ACCESSIBLE FOR ALL IMPLEMENTING THE GUIDELINES FOR ACCESSIBLE INFORMATION MAKING YOUR ORGANISATION S INFORMATION ACCESSIBLE FOR ALL IMPLEMENTING THE GUIDELINES FOR ACCESSIBLE INFORMATION project has been funded with support from the European Union. publication reflects the views

More information

2005 Rooney Award. Nomination: Innovative State Human Resource Management

2005 Rooney Award. Nomination: Innovative State Human Resource Management 2005 Rooney Award Nomination: Innovative State Human Resource Management Program Title: E-Learning Program State: North Carolina Contact Person: Thomas H. Wright Title: State Personnel Director Agency:

More information

Steps to Becoming an Inclusive Learning-Friendly Environment

Steps to Becoming an Inclusive Learning-Friendly Environment Steps to Becoming an Inclusive Learning-Friendly Environment Description of tool: This tool suggests steps that school staff (or a dedicated team) might take to create a more inclusive, learning-friendly

More information

So please let us know if you d like information in a different format or language, or if you d like us to adapt the way we communicate with you.

So please let us know if you d like information in a different format or language, or if you d like us to adapt the way we communicate with you. HR business partner who we are We re an independent, not-for-profit organisation set up to sort out disputes between consumers and financial services businesses fairly, reasonably and impartially. We were

More information

How to Brief an Agency

How to Brief an Agency How to Brief an Agency Contents: Introduction - Introduction - What makes a good brief? - Important Steps to take - Finalising the Brief - Evaluating the Agency's proposal Giving a thorough brief to your

More information

100 % online postgraduate degree programmes

100 % online postgraduate degree programmes 100 % online postgraduate degree programmes Inspiring you to discover what s next Contents Welcome to the University of Roehampton, London Online 4 Rich heritage 5 Successful partnership 6 Accreditation

More information

BRIEFING PAPER. Title: Mass Market Means Low Quality. Right?

BRIEFING PAPER. Title: Mass Market Means Low Quality. Right? BRIEFING PAPER Title: Mass Market Means Low Quality. Right? Introduction Wrong! One comment I have heard many times over the years and I tire of it is that online distance programmes are generally addressing

More information

Make an impact. Pre-Sales Consultant

Make an impact. Pre-Sales Consultant Make an impact Pre-Sales Consultant Pre- Sales Consultant Thank you for your interest in this position. This document will give you more information about Acteon, our work, and this role. About this role

More information

Executive MBA PART-TIME 24 MONTHS

Executive MBA PART-TIME 24 MONTHS Executive MBA PART-TIME 24 MONTHS Executive MBA The Programme The Executive MBA programme at Lagos Business School, Pan-Atlantic University challenges you to master the complexities of today's global business

More information

Gym membership and wellbeing services for all

Gym membership and wellbeing services for all Gym membership and wellbeing services for all Paul & Nicola Saved 120 on their membership [In-kor-por-a] 2 2,500 clubs across the UK and Ireland Contents The Health Club Company Who we are. 5 What we can

More information

Monitoring and Evaluation

Monitoring and Evaluation Communication Handbook - Factsheet 4 Version 1 April 2012 Monitoring and Evaluation The need for monitoring your communication How to plan and resource your evaluation The main evaluation tools Why to

More information

6 A/B Tests You Should Be Running In Your App

6 A/B Tests You Should Be Running In Your App 6 A/B Tests You Should Be Running In Your App Introduction Everyone in mobile believes in A/B testing. But if you re wasting your days testing nothing more than various colors or screen layouts: you re

More information

BIG DATA. vansonbourne.com/research-insights/big-data. big.data

BIG DATA. vansonbourne.com/research-insights/big-data. big.data BIG DATA big.data For most organisations, big data is now the reality of doing business. Technological and social innovations are resulting in huge flows of new data every day. As we enter this undeniable

More information

Having More Impact; Being More Proactive. Our strategy 2014-2018

Having More Impact; Being More Proactive. Our strategy 2014-2018 Having More Impact; Being More Proactive Our strategy 2014-2018 Contents Section one: Our strategy on a page... 3 Section two: Strategy - Having More Impact; Being More Proactive... 4 Section three: How

More information

UNIVERSITY OF GREENWICH. Is your management team ready to face the challenges of 21st Century business?

UNIVERSITY OF GREENWICH. Is your management team ready to face the challenges of 21st Century business? Is your management team ready to face the challenges of 21st Century business? Is your management team ready to face the challenges of 21st Century business? 82 % Recent reports indicate that business

More information

Why Using a Learning Management System Alone May Miss the Learning Curve. ProEd. Five Guidelines for Improving Your Corporate Learning Outcomes

Why Using a Learning Management System Alone May Miss the Learning Curve. ProEd. Five Guidelines for Improving Your Corporate Learning Outcomes Why Using a Learning Management System Alone May Miss the Learning Curve Five Guidelines for Improving Your Corporate Learning Outcomes A Blackboard White Paper ProEd Executive Summary Corporate Learning

More information

What does good learning look like?

What does good learning look like? What does good learning look like? The aim of workplace learning is to drive improved business outcomes. This paper sets out the evidence base for designing learning interventions that achieve this and

More information

Executive Summary. At the end of the twentieth century and. Enterprise Systems for Higher Education Vol. 4, 2002

Executive Summary. At the end of the twentieth century and. Enterprise Systems for Higher Education Vol. 4, 2002 01 Executive Summary At the end of the twentieth century and into the twenty-first, higher education has invested, by a conservative estimate, $5 billion in administrative and enterprise resource planning

More information

Marketing Channel and Messaging Research

Marketing Channel and Messaging Research Circle Research White Paper Marketing Channel and Messaging Research Marketing Channel and Messaging Research IN SUMMARY This paper on marketing channel and messaging research explores how to maximise

More information

Making Your 360 Degree Feedback more effective in delivering successful behavioural change

Making Your 360 Degree Feedback more effective in delivering successful behavioural change Making Your 360 Degree Feedback more effective in delivering successful behavioural change Research Findings & The 10 Key Questions for Success By Jo Ayoubi, Senior Consultant, Track Surveys Author of

More information

PERFORMANCE MANAGEMENT

PERFORMANCE MANAGEMENT PERFORMANCE MANAGEMENT A practical guide www.totaralms.com 1 Performance management and learning are closely related. Performance management involves constructive feedback so that individuals can learn

More information

What is the impact of multisource learning on History at Key Stage 3?

What is the impact of multisource learning on History at Key Stage 3? What is the impact of multisource learning on History at Key Stage 3? Researchers: Lloyd Brown and Rolf Purvis Date of research: September 2000 August 2001 Contact details: Chesterton Community College,

More information

U32803: Develop direct marketing plans PERFORMANCE CRITERIA. Unit Descriptor: Develop direct marketing plans

U32803: Develop direct marketing plans PERFORMANCE CRITERIA. Unit Descriptor: Develop direct marketing plans U32803: Unit Descriptor: This unit is about developing direct marketing plans and associated budgets. It includes establishing and coordinating the messages to be communicated, agreeing the direct marketing

More information

Financial Services Core Competences

Financial Services Core Competences The Sector Skills Council for financial services, accountancy and finance National Occupational Standards for the Financial Services Sector Financial Services Core Competences Final version approved September

More information

Why Sales Training Doesn t Work. And What to Do About It!

Why Sales Training Doesn t Work. And What to Do About It! Why Sales Training Doesn t Work And What to Do About It! Selling isn t a great sport in which to come second. In the world of winner takes all, anything that gives you a small increase in performance relative

More information

BY GENE SPANNEUT. Reflect

BY GENE SPANNEUT. Reflect reflect prepare impress succeed reflect prepare reflect prepare impress succeed refl BY GENE SPANNEUT Gene Spanneut spanneut@verizon.net Spanneut is an assistant professor of educational administration

More information

Quality Monitoring and Assurance

Quality Monitoring and Assurance Development and Training Programme: Quality Monitoring and Assurance July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney

More information

Elearning: Building an Effective and Engaging Solution Online

Elearning: Building an Effective and Engaging Solution Online PERSPECTIVES Elearning: Building an Effective and Engaging Solution Online There s a lot of buzz about elearning, and with good reason. When done effectively, organizations find it can reduce time away

More information

Equip Your Team with World Class Communication Skills

Equip Your Team with World Class Communication Skills 64 Courses NOW AVAILABLE From The QSC ServiceSkills Library Equip Your Team with World Class Communication Skills ServiceSkills includes all-inclusive access to 62 training modules in these five series:

More information

ICT Teacher Professional Development Matrix. and Planning Tool

ICT Teacher Professional Development Matrix. and Planning Tool ICT Teacher Professional Development Matrix and Planning Tool Contents Introduction... 2 Background... 2 ICT Competency Standards for Teachers... 3 ICT Teacher Professional Development Matrix... 5 The

More information

8 www.efmd.org/globalfocus

8 www.efmd.org/globalfocus 8 www.efmd.org/globalfocus Business schools have been among the most successful higher education institutions of the last 50 years. Yet now they face many serious challenges that, as Michael Osbaldeston

More information

AN ESSENTIAL GUIDE TO INVESTING IN THE BEST SALES PEOPLE

AN ESSENTIAL GUIDE TO INVESTING IN THE BEST SALES PEOPLE AN ESSENTIAL GUIDE TO INVESTING IN THE BEST SALES PEOPLE 1 1 INTRODUCTION SALES PEOPLE ARE THE BEATING HEART OF MANY BUSINESSES The right sales people will drive a company forward, identify emerging markets

More information

Evaluation Case Study. Leadership development in special schools

Evaluation Case Study. Leadership development in special schools Australian Government Department of Education and Training More Support for Students with Disabilities 2012-2014 Evaluation Case Study Leadership development in special schools Output 7: Supporting school

More information

Dispelling the Myth: Talent Management in the Mid-Market. consulting software solutions www.theaccessgroup.com

Dispelling the Myth: Talent Management in the Mid-Market. consulting software solutions www.theaccessgroup.com Dispelling the Myth: Talent Management in the Mid-Market consulting software solutions www.theaccessgroup.com Talent management is often seen as an issue that only the largest enterprises with the largest

More information

Global Leadership Development

Global Leadership Development Global Leadership Development Talent Management CapitalWave Inc. White Paper March 2010 1 Table of Contents: Global Leadership Development (GLD): Distance. 3 GLD 2: Defining Leadership across Cultures

More information

Making the move to HR business partnering really work

Making the move to HR business partnering really work Bath Consultancy Group www.bathconsultancygroup.com Making the move to HR business partnering really work Bath Consultancy Group 11 Kelso Place, Upper Bristol Road, Bath BA1 3AU Main Office: +44 (0)1225

More information

The Challenges Facing Sales Management. A white paper by Silent Edge

The Challenges Facing Sales Management. A white paper by Silent Edge The Challenges Facing Sales Management A white paper by Silent Edge Deals taking too long to close and lost pipeline are two of the biggest challenges for sales directors to overcome. Why is this? What

More information

DESCRIBING OUR COMPETENCIES. new thinking at work

DESCRIBING OUR COMPETENCIES. new thinking at work DESCRIBING OUR COMPETENCIES new thinking at work OUR COMPETENCIES - AT A GLANCE 2 PERSONAL EFFECTIVENESS Influencing Communicating Self-development Decision-making PROVIDING EXCELLENT CUSTOMER SERVICE

More information

Totara LMS. Key benefits. Key Features

Totara LMS. Key benefits. Key Features Totara LMS Achieve your business objectives through effective learning and development with our game-changing Learning Management System (LMS). Today, more than ever, the achievement of your business objectives

More information

The University of Edinburgh Information Architecture Guidelines Version 3

The University of Edinburgh Information Architecture Guidelines Version 3 The University of Edinburgh Information Architecture Guidelines Version 3 Produced by the University Website Programme September 2013 Available on the Polopoly Support wiki https://www.wiki.ed.ac.uk/x/hpeoaw

More information

why contact centres are moving to cloud-based solutions

why contact centres are moving to cloud-based solutions why contact centres are moving to cloud-based solutions 1/18 Managing a modern contact centre is tough. Technology is moving so quickly, consumer habits change overnight and regulatory requirements are

More information

PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME Launched: April 2010

PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME Launched: April 2010 PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME Launched: April 2010 1 PERFORMANCE & PERSONAL DEVELOPMENT PROGRAMME INDEX Page Introduction 3 PPDP Cycle 4 Performance planning meeting 5 Performance planning

More information

Recruitment Process Outsourcing (RPO) Factor or Fad? by Bob Cohen and Sam Sacco

Recruitment Process Outsourcing (RPO) Factor or Fad? by Bob Cohen and Sam Sacco Recruitment Process Outsourcing (RPO) Factor or Fad? by Bob Cohen and Sam Sacco Giving RPO Meaning According to Wikipedia, the free encyclopedia, Recruitment Process Outsourcing (RPO) is a form of business

More information

Profile. Leadership Development Programs. Leadership Development. Approach to Leadership Development

Profile. Leadership Development Programs. Leadership Development. Approach to Leadership Development Profile Leadership Development Programs Leadership Development Strong leadership will support an organisation in implementing change and driving the organisation from where it is now to where it needs

More information

Agenda Digital Europeia Corrigindo o Rumo da Educação/Formação na Europa e em Portugal Oportunidade de mudança: sim ou não? MOPTC/GPERI-21 Julho

Agenda Digital Europeia Corrigindo o Rumo da Educação/Formação na Europa e em Portugal Oportunidade de mudança: sim ou não? MOPTC/GPERI-21 Julho Agenda Digital Europeia Corrigindo o Rumo da Educação/Formação na Europa e em Portugal Oportunidade de mudança: sim ou não? MOPTC/GPERI-21 Julho AGENDA escolinha.pptx MOPTC/GPERI-21 Julho EU budget 2014-2020:

More information

Prima Solutions. Overcoming the Challenges of Implementation. In This Issue

Prima Solutions. Overcoming the Challenges of Implementation. In This Issue Prima Solutions Multi-channel Business Solutions for the Clothing, Footwear and Accessories Industry Overcoming the Challenges of Implementation Choosing a multi-channel ERP system can have a very positive

More information

Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey

Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey Online leadership academy at Telefonica O2 How learning design and technology can provide a complete learning journey O ne of the biggest L&D investments organisations make is in their leadership development

More information

Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services

Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services Practical guide for using the Continuous Learning Framework and the Changing Lives leadership model to develop leadership in social services 1 Introduction Changing Lives 1, the Report of the 21 st Century

More information

Financial Services Sector: Missing Customer Expectations?

Financial Services Sector: Missing Customer Expectations? Financial Services Sector: Missing Customer Expectations? Independent Market Research Commissioned by June 01 Executive Summary: 77 global say the way they deal with companies has changed in the last 1

More information

Sample Interview Questions with Appropriate Answers

Sample Interview Questions with Appropriate Answers Sample Interview Questions with Appropriate Answers Problem Solving Problem solving is a frequently required workplace competency whether the employer is exploring management competencies, sales competencies,

More information

The Ultimate Guide to B2B Telemarketing

The Ultimate Guide to B2B Telemarketing The Ultimate Guide to B2B Telemarketing Contents What is Telemarketing?... 3 Data...4 What data do you need?...5 How to keep your data clean...6 The telemarketing campaign messaging... 7 The call...9 How

More information

The Tagoras Collection

The Tagoras Collection The Tagoras Collection Selling E-learning to Members: Basic Success Factors written by Jeff Cobb published by Tagoras www.tagoras.com info@tagoras.com 800.867.2046 T he Tagoras report Association Learning

More information

Developing a Sales Academy to Drive Sales Performance. Key Success Factors and Objectives

Developing a Sales Academy to Drive Sales Performance. Key Success Factors and Objectives Developing a Sales Academy to Drive Sales Performance Key Success Factors and Objectives This information is based on a real case. Background The company operated in an industry characterized by intense

More information

Volunteer Managers National Occupational Standards

Volunteer Managers National Occupational Standards Volunteer Managers National Occupational Standards Contents 00 Forward 00 Section 1 Introduction 00 Who are these standards for? 00 Why should you use them? 00 How can you use them? 00 What s in a Standard?

More information

Opening Minds, Opening Services A Self-Assessment Tool

Opening Minds, Opening Services A Self-Assessment Tool Opening Minds, Opening Services A Self-Assessment Tool Building inclusive services for young people from black and ethnic minority communities with learning disabilities and other support needs Introduction

More information

Totara LMS. Key benefits. Key Features

Totara LMS. Key benefits. Key Features Totara LMS Achieve your business objectives through effective learning and development with our game-changing Learning Management System (LMS). Today, more than ever, the achievement of your business objectives

More information

PROGRAMME. 09.00 Registration, refreshments and networking 10.00 Opening session keynote speeches 11.00 Session A

PROGRAMME. 09.00 Registration, refreshments and networking 10.00 Opening session keynote speeches 11.00 Session A PROGRAMME 09.00 Registration, refreshments and networking 10.00 Opening session keynote speeches 11.00 Session A 1 Why bother? Establishing the business case for LGBT inclusion Regardless of sector or

More information

CUSTOMER SERVICE EXCELLENCE

CUSTOMER SERVICE EXCELLENCE CUSTOMER SERVICE EXCELLENCE STANDARD 2 Table of Contents The starting point 4 Criterion 1 Customer Insight 5 1.1 Customer Identification 5 1.2 Engagement and Consultation 6 1.3 Customer Satisfaction 7

More information

Programme Overview. Sir Albert Bore, Leader of Birmingham City Council

Programme Overview. Sir Albert Bore, Leader of Birmingham City Council Programme Overview Based on the popular TV series, The Apprentice, Community-Apprentice is an inter-school competition requiring young people to develop and demonstrate competencies such as leadership

More information

West Hill Primary, Wandsworth CHANGE MANAGEMENT & EVALUATION

West Hill Primary, Wandsworth CHANGE MANAGEMENT & EVALUATION West Hill Primary, Wandsworth CHANGE MANAGEMENT & EVALUATION CONTENTS PAGE Context Learning Space The teaching experience Next Steps Conclusions and outcomes West Hill Primary is a single form entry primary

More information

How to plan marketing communications?

How to plan marketing communications? 10 Minute Guide How to plan marketing communications? Membership Services Moor Hall, Cookham Maidenhead Berkshire, SL6 9QH, UK Telephone: 01628 427500 www.cim.co.uk/marketingresources The Chartered Institute

More information

evaluation of training and learning

evaluation of training and learning evaluation of training and learning These instruments for training and learning evaluation and follow-up were developed by W Leslie Rae MPhil, FITOL, Chartered FCIPD, who is an expert in this field, and

More information