new paths to performance

New Paths to PerformanceEmerging Trends in

Learning and Development

Tom Gram

Global Knowledge

Dan Pontefract

TELUS

1/23/2013 Page 2

Agenda

New business drivers impacting learning

New paths to performance

Questions and discussion

1/23/2013 Page 3

New Business Drivers Influencing Learning

New Learning

Fast

Flexible

Motivating

Timely

On demand

Learner driven

Collaborative

Cost effective

Engagement

Demographics

Culture/Behaviour

Social Workplace

Customer Service

New Business Drivers

Quality

Quantity

Service

Cost

Speed

1/23/2013 Page 4

Informal Learning

Social Learning

Mobile Learning

Gaming and Simulation

New Paths to

Performance

Informal Learning

T

T

T

T

• Doing

• Asking questions

• Receiving feedback

• Discussing

• Observing

• Collaborating

• Researching

• Refining skills

• Coaching others

Expert

Novice

Time

T

T Formal training event

TELUS Definitions

TELUS Confidential7

Classrooms Are Not The Sole Answer

70 20 10

Michael M. Lombardo and Robert W. Eichinger

Center for Creative Leadership

Princeton University

The Career Architect Development Planner

• 70% - real life and on-the-job

experiences, tasks and problem solving.

• 20% - feedback and from observing and

working with role models.

• 10% - formal training.

TELUS Confidential8

TELUS Confidential9

TELUS Learning Definitions

Formal Informal Social

An exchange of ideas

or information characterized

by friendly interaction, providing

supplemental understanding

via personal & professional

networks.

A learning opportunity

without ceremony, atypical

to formal learning,

providing guidance,

expertise or acumen on

the go.

A self contained learning

event, typically scheduled

& tracked, providing a

comprehensive, logical

approach to a topic.

Learning is a connected, collaborative and continuous process.

TELUS Restricted and Confidential10

Connected

Learning

Model

Connected Learning

1/23/2013 Page 12

Informal Learning

Social Learning

Mobile Learning

Gaming and Simulation

New Paths to

Performance

1/23/2013 Page 13

What is it?

• Leveraging social media tools for

learning and performance support

Tools

• Blogs and micro blogs

• Social networks

• Wikis

• Media Sharing

• Discussion

Why it’s important

• Speed

• Information dissemination

• Knowledge creation

• User generated content

• Everyone a teacher/everyone a

learner

Social Learning

1/23/2013 Page 14

1/23/2013 Page 15

4 Ways to use Social Media for Learning

Formal Learning

Communities of

Practice (CoP)

Structured communities

used to discuss, share

and learn topics of

common interest

Supporting

Formal Learning

Social Media tools

made available in

conjunction with formal

learning programs

T

Collaborative

Learning

Collaborative learning

activities are an integral

part of a formal learning

program

T

Informal Learning

Integrated in the

Workflow

Social business tools

used in the

accomplishment of

work tasks

TELUS & Social

1/23/2013 Page 17

Attending the Senior Leadership Forum this week

2

Live Webcast Live Buzz-blogging Habitat Videos

1/23/2013 Page 21

Informal Learning

Social Learning

Mobile Learning

Gaming and Simulation

New Paths to

Performance

1/23/2013 Page 22

Mobile Learning

What is it?

• Leveraging mobile devices and

media to enable remote learning

and performance support

Tools

• Smart phones

• Tablets

• Laptops

Why it’s important

• Reach

• On demand/just in time/just enough

• Speed

• Flexible

• Social Learning access

Issue

• Apps or web

1/23/2013 Page 23

1/23/2013 Page 24

Mobile Learning

Digital Learning

and Reference

Content

TELUS & Mobile

TELUS Public26

Mobile Learning, defined

At TELUS, we define

Mobile Learning as

“Learning through

Mobile devices using

Mobile features.”

TELUS Public27

Mobile Learning in action

Incentive badges

Ge

o-t

ag

ge

d s

ma

rtp

ho

ne

Time-released

2

1

3

4

56

7

Scanned-released

On-demand

1/23/2013 Page 28

Informal Learning

Social Learning

Mobile Learning

Gaming and Simulation

New Paths to

Performance

1/23/2013 Page 29

Learning Gamification

What is it?

• Applying game thinking and

mechanics to achieve learning

goals

Types

• Independent vs social games

• Gaming in the learning

• Gaming to reward learning

Platforms:

• Badgeville

• Bunchball

• Big Door

• Mindtickle

Why it’s

Important:

• Engagement

• Demographics

• Motivation

• Effectiveness

1/23/2013 Page 30

1/23/2013 Page 31

Social Game Structure

Social Competition

Challenge LevelsPoint and

Rewards

Learning Content

Learning

Challenges

(Leader board)

1/23/2013 Page 32

Simulations

What is it?

• Immersing learners in simulated

tasks, scenarios and problems

Types:

• System/process

• Behavioural

• Decision making

Why it’s important

• Real world practice

• Rich feedback

• Engagement

• Effective

1/23/2013 Page 33

1/23/2013 Page 34

TELUS & Games

TELUS Confidential36

What is Interactive Learning

Interactive Learning, as defined by

Learning & Collaboration is about applying

game-design thinking in non-

entertainment environments to motivate

change in participant behaviour.

Interactive Learning = Gamification

TELUS Confidential37

Leadership & Games

TELUS Confidential38

Customer Service & Games

Stations inside your store

can be interacted with

Customers walk around

the store and must be

managed

Happy customers convert

to paying customers

Customer indicators

identify the needs of the

customer

New stations can be

bought and upgraded in

the store

TELUS Confidential39

Welcome to TELUS

City. My name is Rita.

I’ll be your guide.

Which location would

you like to visit?

TELUS

Store

TELUS

Office

TELUS

Home

TELUS Confidential40

TELUS Confidential41

TELUS Confidential42

scenarios5

Clients

1. Smartphones

2. Accessories

3. Cross Selling Wireless-TV

4. Defective Device

5. Optik TV

Welcome to

Customer Quest

Informal Learning

Social Learning

Mobile Learning

Gaming and Simulation

Questions/Discussion

1/23/2013 Page 44

Thank You!

dan.pontefract@telus.com

@dpontefract

danpontefract.com

ca.linkedin.com/in/danpontefract

tom.gram@globalknowledge.com

@tomgram1

performancexdesign.wordpress.com

ca.linkedin.com/in/tomgram