How frequently is a jump-to-learning-solution approach used to address a business problem? Example: “Our customer satisfaction ratings are declining. What training do you have that will enhance skills of our customer service reps to better work with angry customers?” When learning solutions are implemented in this type of scenario the impact is minimal although the investment can be significant. The challenge is how to influence the manager to put a “pause button” on the solution until more information is obtained. Performance consulting is a process for doing just that!
Performance consulting is a process and skill set used by learning professionals to prevent the jump-to-solution approach. Specifically, performance consulting is a strategic process that produces business results by maximizing performance of people and the organization in which they work. Performance consultants translate business strategy into talent requirements, identify root causes for gaps in performance of people, and partner with clients to form a set of solutions to address these gaps.
In this session you will learn both the mental model used by performance consultants as they assess a situation and the technique of asking powerful questions to reframe a solution request into a discussion of a manager’s required business and performance results. These questions are the kind that result in a manager saying “I don’t know the answer, but that is a terrific question. Can you help me get the answer?” You will leave the session with a starter kit of questions you can use the next time a manager calls you to discuss a learning or HR solution.
As a result of participating in this session, participants will be able to:
Utilize a strategic consulting mental model to define and align four organizational needs: business, performance, individual and organizational capability.
Analyze a client’s request by using SHOULD-IS-CAUSE logic, determining information that
Ask powerful questions to reframe tactical requests for learning and HR solutions into discussions of the client’s required business and performance results, determining the information required to move ahead strategically.
Note: This format is for an 8-hour day, including 1 hour for lunch and two 15-minute breaks.
Objectives, Agenda, Expectations
What Does It Mean to Work Strategically?
The Mental Model
Reframing Solution Requests
Guidelines for Asking Powerful Questions
Purposes and Steps for a Reframing Discussion
Criteria to Qualify as a Strategic Opportunity
- Positive Model: Video Demonstration of Reframing Discussion in Case Study
Debrief and Close
Registration and light breakfast from 8:00 – 8:30. Session is from 8:30 – 5:00, with lunch provided & FREE Parking
Chris Adams is a performance consultant and instructional designer with over 20 years of experience helping clients engage people, apply processes, and implement technology to improve human and organizational performance. He is currently a senior consultant for Handshaw, Inc. in Charlotte, NC.
In 1999, Chris was co-inventor of Handshaw’s award-winning software, Lumenix – one of the first content-managed platforms for e-learning.
Chris frequently writes and speaks on the topic of performance consulting, has been a featured speaker for a number of ATD and ISPI chapters, and has presented at regional and international conferences such as ATD ICE, Training Magazine, THE Performance Improvement Conference, and the Coast Guard HPT Conference. He is currently a doctoral candidate in the Instructional Design and Technology program at Old Dominion University.
Since 2015, Chris has partnered with Dana Robinson to deliver performance consulting services offered by Handshaw, Inc.