Job Aids and Performance Support E-Book

Allison Rossett

• Herausgeber: John Wiley & Sons
• Kategorie: Fachliteratur
• Sprache: Englisch

Seitenzahl: 321

Veröffentlichungsjahr: 2012

Beschreibung

Job Aids and Performance Support in the Workplace gives us everything we've ever wanted to know about these invaluable tools and techniques! Allison Rossett and Lisa Schafer have created a comprehensive, pragmatic, and very readable guide. The authors don't exaggerate when they claim it's 'knowledge everywhere.'

Leseprobe

Contents

Title

Copyright

Dedication

List of Figures, Tables, and Exhibits

Foreword

Preface

Chapter 1: Introduction

What is Performance Support?

What is Not Performance Support?

What is to Love About Job Aids?

What is to Love About Performance Support?

Are We Forgetting Training and Development?

About the Handbook

Review of Chapter 1

Preview of Chapter 2

Resources

Chapter 2: The When and Where of Performance Support

When to Use Performance Support

When is Performance Support Inappropriate?

Review of Chapter 2

Preview of Chapter 3

Resources

Chapter 3: Performance Support Yesterday and Today

Job Aids at the Beginning

Performance Support at the Beginning

Review of Chapter 3

Preview of Chapter 4

Resources

Chapter 4: Planner and Sidekick Performance Support

An Expanded View

Integration, Tailoring, and Pizza Delivery

Integration, Tailoring, and Finding Your Way

Parsing Performance Support

Review of Chapter 4: Advising Amy, Alfonso, and Magnolia

Preview of Chapter 5

Resources

Chapter 5: Examples of Planner Performance Support

A Rubric for Teachers

Calculator for Lifting Operations

Sales Rep Incentive Tool

Electronic Reference Library

CLO Dashboard™

Review of Chapter 5

Preview of Chapter 6

Resources

Chapter 6: Examples of Sidekick Performance Support

Mike’s Express Carwash Poster

Library of Congress Online Learning Center Demonstrations

Football Wristbands

Salesforce.com’s Interactive Coach

Review of Chapter 6

Preview of Chapter 7

Resources

Chapter 7: Getting Started with Performance Support

Clarify the Opportunity

Formats for Support

Consider Media and Technology Options

Embark on Development

Review of Chapter 7

Preview of Chapter 8

Resources

Chapter 8: The Elements of Effective Performance Support

The Look and Feel of Quality

IBM Brings it to Life

Eight Principles for Performance Support

You Don’t Have to Be IBM

Review of Chapter 8

Preview of Chapter 9

Resources

Chapter 9: Strategies for Implementation

Place Performance Support in a Blend

Target Priority Topics

Assure Executive Sponsorship

Establish a Cross-Functional Team

Pilot and Continuously Improve

Measure and Continuously Communicate

Advance This New Way of Doing Business

Implement as Change Management

Review of Chapter 9

Preview of Chapter 10

Resources

Chapter 10: Into the Future

A New You

A New Them

Almost Unremarkable

Is Nothing Sacred?

Convergence!

Performance Support is Not Magic

Small, Mobile, and Personalized

Taming a Data-Rich World

What is It?

A Grain of Salt

Still, a Very Good Thing

Resources

Index

About the Authors

About This Book

The words and excitement surround us. On demand. Convergence. Access. Point of need. Re-usability.

They sound good, but what do those words mean? How do they change the shape of education in organizations? What is available for individuals? Here we describe, in vivid detail and through scores of examples, the shift from knowledge in the classroom to knowledge everywhere. We tour job aids and performance support at work, at home, and in transit in between.

The movement is driven by impatient executives, managers, and employees. They will not wait for a class to be scheduled. They want what they want when they want it, and in a form that is targeted, compact, updated, and integrated with a client’s question, daily workflow, or a bulky system.

In this book, we’ve tamed performance support into Planners and Sidekicks. Planners are in our lives just before or after the challenge. They help us decide whether Avian Flu should alter trip plans or to reflect on how we could have improved the presentation offered at the sales meeting. Sidekicks are at our side during the task. For example, the quick food cook reads the job aid as she creates the new food product. The quarterback glances at his wrist in the huddle. The writer pecks away and smiles at how Wikipedia sports a red line under it in this sentence.

Performance support is what instructors, supervisors, employees, and people do. Yes, us too. No longer satisfied to mount a great event, rule a classroom, or command curriculum enshrined in three-ring binders, training people are growing into workforce learning professionals, performance consultants, and blended and e-learning specialists with responsibility for solution systems and strategic accomplishments. Our work extends beyond classrooms and to delivering influence, information, policies, cheerleading, and guidance where and when needed. That’s right—via job aids and performance support.

Do you wonder about the possibilities? Do you question your readiness or your people’s readiness for independent effort via performance support? Do you want to see what others have done and to examine the elements that contribute to success? Do you want to know about software that might lend a hand? Are you eager to look into the future? We welcome you to read all about it here.

About Pfeiffer

Pfeiffer serves the professional development and hands-on resource needs of training and human resource practitioners and gives them products to do their jobs better. We deliver proven ideas and solutions from experts in HR development and HR management, and we offer effective and customizable tools to improve workplace performance. From novice to seasoned professional, Pfeiffer is the source you can trust to make yourself and your organization more successful.

Essential Knowledge

Pfeiffer produces insightful, practical, and comprehensive materials on topics that matter the most to training and HR professionals. Our Essential Knowledge resources translate the expertise of seasoned professionals into practical, how-to guidance on critical workplace issues and problems. These resources are supported by case studies, worksheets, and job aids and are frequently supplemented with CD-ROMs, websites, and other means of making the content easier to read, understand, and use.

Essential Tools

Pfeiffer’s Essential Tools resources save time and expense by offering proven, ready-to-use materials—including exercises, activities, games, instruments, and assessments—for use during a training or team-learning event. These resources are frequently offered in looseleaf or CD-ROM format to facilitate copying and customization of the material.

Pfeiffer also recognizes the remarkable power of new technologies in expanding the reach and effectiveness of training. While e-hype has often created whizbang solutions in search of a problem, we are dedicated to bringing convenience and enhancements to proven training solutions. All our e-tools comply with rigorous functionality standards. The most appropriate technology wrapped around essential content yields the perfect solution for today’s on-the-go trainers and human resource professionals.

MORE PRAISE FOR JOB AIDS AND PERFORMANCE SUPPORT

“Rossett and Schafer provide a straightforward, jargon-free outline to help us appreciate important new concepts. Their examples are simply expressed, but stimulate challenging thoughts for practitioners. The authors are optimistic about the potential of technology for transforming the practice of learning at work. However, they are realistic about the challenge that lies ahead. Above all, they are capable of demystifying the complex.”

—Martyn Sloman, adviser: learning, training and development, Chartered Institute of Personnel and Development, United Kingdom

“In Chapter 1, Rossett and Schafer promise us ‘a job aid on job aids and performance support.’ They deliver on their promise ... magnificently! This book provides a road map to the creation and use of job aids to support performance in almost every conceivable situation.”

—Marguerite Foxon, manager, Global Leadership and Evaluation, Motorola

“At Applied Global University, our focus is to provide learning that supports corporate direction, responds quickly to customer needs, and provides maximum value. Performance support tools that are immediate, targeted, and robust are a critical component of this strategy. Rossett and Schafer provide the roadmap and ‘how to’ guide we need to achieve those goals!”

—Diana Hayden, managing director, Applied Global University

“If you share my belief that sustainable competitive advantage is fueled by the effective acquisition and application of knowledge, this book should be in your library. Along these lines, Rossett and Schafer present fresh ideas and practical tools in a 21st century context-from technological trends to evolving social norms. This is a refreshing look at the business of learning.”

—Cameron Hedrick, senior vice president, Talent and Organizational Capability, Citigroup, North America Operations and Technology

“Vivid real-world examples and excellent visuals bring to life what you can accomplish with innovative job aids and performance support. I came away with the wheels turning and can’t wait to try some new ideas with my clients. Job Aids and Performance Support is very readable, and I expect my copy to be dog-eared in no time.”

—Julie E. Hymes, learning solution architect, Resolute Learning

“This is the perfect book for meeting today’s performance challenges in an emerging global economy. As organizations cut their training budgets and realize the relevance of job support to achieve business goals, there is growing acceptance of performance support as an innovative alternative to classroom-based training. When performance improvement is vitally needed, this book, packed with useful explanations, descriptions, and examples, does a great job of demystifying the transition from traditional training solutions!”

—Margaret Martinez, CEO, The Training Place, Inc.

“In a faster and ‘flatter’ world of work, performance support is essential! Placing knowledge, support, and granular learning in the workplace and at the fingertips of employees is crucial. Allison Rossett and Lisa Schafer have created a highly valuable guide!”

—Elliott Masie, founder, The Masie Center’s Learning CONSORTIUM

“If performance support is ‘job aids on steroids’ according to Rossett and Schafer, consider this book your protein shake.”

—Cindy Molina, director of training, USE Credit Union

“The classroom of the future will look nothing like it does today. Due to the advances outlined in this book, information will be more accessible then ever before. Rossett and Schafer do a brilliant job of bringing performance support and job aids into their rightful place in the hierarchy of learning. This book will not only change the way you look at these valuable tools, it will also change the way you look at learning in general.”

—Bob Mosher, director, Learning and Strategy Evangelism, Microsoft Learning

“Chapter 3 is a great refresher on how performance support tools can and should be used. This book is a valuable resource for training practitioners in helping shift the focus from purely training, to that of performance and business results.”

—Coley O’Brien, director of training, Sears Company: Sears Holdings Corporation

“This book is a very practical guide showing how to build job aids to supplement or replace training, and to support job performance. It takes you step-by-step through the assessment of the needs for a performance support, how to start such a process and strategies for implementation.”

—Carmen Panzar, learning and development director, Citigroup-Audit and Risk Review

“The authors put to rest many wayward beliefs about performance support, offering us significant and contemporary proof about these valuable tools-what works, how, when, where, and why. And as always, Rossett and Schafer provide abundant real-world examples, tips, and resources for getting started and implementing practical strategies. What a terrific book for improving and accelerating human performance!”

—Frank Rogalewicz, consultant, Leadership and Organizational Effectiveness, Lockheed Martin, Integrated Systems and Solutions

“With wisdom, perspective, research, and tons of real-world examples, Allison Rossett and Lisa Schafer illuminate the power that performance support systems bring to the brave new world of cognitive overload, task attention disorder, and the wireless frontier. Although venerable tools like the ‘to-do’ list have, since antiquity, helped lift human cognition above its inherent limitations, the authors illustrate a plethora of new possibilities. Using wave after wave of example, the book urges us nimbly and insistently toward a more effective balance of training and support.”

—Will Thalheimer, president and principal researcher, Work-Learning Research

“A timely and much-needed update on the state of the performance support field. Building on the acclaimed A Handbook of Job Aids, Rossett and Schafer provide a highly informative blend of theoretical concepts, practical applications, and strategic implications. A must read for both performance improvement practitioners and executive decision-makers who are charged with delivering organizational results.”

-Christian Völkl, management consultant, E&E information consultants AG, Berlin, Germany

“Knowledge is everywhere. Paradoxically, most training and education professionals do not yet know how to create programs that make knowledge everywhere. Rossett and Schafer’s book provides much-needed concepts, tools, and examples to shape a high-performance workplace where knowledge is truly available everywhere.”

—Feng-Kwei Wang, executive director, ITRI College, Industrial Technology Research Institute (ITRI), Taiwan

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Acquiring Editor: Matt Davis

Director of Development: Kathleen Dolan Davies

Developmental Editor: Susan Rachmeler

Editor: Rebecca Taff

Senior Production Editor: Dawn Kilgore

Manufacturing Supervisor: Becky Carreño

ISBN 10: 0-7879-7621-0

ISBN 13: 978-0-7879-7621-7

Library of Congress Cataloging-in-Publication Data

Rossett, Allison.

Job aids and performance support: moving from knowledge in the classroom to knowledge everywhere / Allison Rossett & Lisa Schafer. p. cm.

Includes index.

ISBN-13: 978-0-7879-7621-7 (cloth)

ISBN-10: 0-7879-7621-0 (cloth)

1. Employees—Training of. 2. Teaching—Aids and devices. I. Schafer, Lisa, 1965-II. Title.

HF5549.5.T7R648 2006

658.3’124—dc22

2006023712

To the one who has supported the book writing many times, Sue, and to the newbies, Julie and Gregory

List of Figures, Tables, and Exhibits

Figure 1.1

The Coast Guard’s Online Leadership Assessment

Figure 1.2

Leadership Assessment Results Presented in a Stoplight Format

Figure 3.1

What Children Should Gather in Preparation for a Disaster

Figure 3.2

A Coaching Aid to Help Children Urge Parents Toward Preparedness

Table 3.1

Cavanaugh’s 2E3I Spectrum of Performance Support

Figure 3.3

Support for Field Customer Service Representatives

Figure 4.1

Using Performance Support for Pizza Delivery

Table 4.1

Using Performance Support to Reach a Destination

Figure 4.2

Using Performance Support for Reaching a Destination

Figure 4.3

Disaster Planning for Parents

Figure 4.4

Parsing Integration into the Task

Figure 4.5

Parsing Tailoring

Figure 4.6

Kinds of Performance Support

Table 4.2

Examples of Kinds of Performance Support

Figure 4.7

Jack in the Box New Product Sidekick Performance Support