Download - Workshop-Kathleen Redd & John Mattox-Validation by Metrics : The Value of Communication Skills
The Value of Communication Skills: Validation by Metrics
K AT H L E E N R E D D | VP, Global Training, Mandel Communications
J O H N R . M AT T OX , I I P H . D . | Director of Research, KnowledgeAdvisors
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One of the best trainings I ever
attended.“
”I really enjoyed all of the video activities and being able to see necessary areas
for improvement.
“”
The trainer was FANTASTIC!!“
”Wonderful course - I
look forward to taking more from Mandel!“
”
One word: Perfect!“
”What do customers say about
Mandel Communications?
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Survey Comments
Soft skills can be measured…and they do add value
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Let us show you how!
Who are we?
What did we do?
What did we learn?
How might this add value to your organization?
Our plan for today
Who are we?
Ideas you need to pitch
Updates you need to explain
Opportunities you need to promote
Analysis you need to bring alive
Speeches you need to deliver
Executives you need to influence
Concerns you need to raise
Recommendations you need to make
Stories you need to tell
Proposals you need to present
Solutions you need to sell
Deals you need to close
Meetings you need to lead
People you need to motivate
Strategies you need to driveCustomers you need to brief
Be Heard
You Listener
Be Heard
Make Every Communication Count
You Listener
Moment of Truth
Understand See the Value Trust You
Be Heard
You Listener
Make Every Communication Count
SkillsTools
Moment of Truth
Understand See the Value Trust You
We are a Learning & Talent Analytics company
Utilize learning and development to drive business outcomes
Improve the effectiveness and business impact of talent development
Consulting expertise and Science-based methodology for Predictive Analytics
Cloud-based automation plus benchmarks
KnowledgeAdvisors Value
500+ Clients
9 of 10 TrainingHall of Fame
4 of 5 Best Places to Work
14 Brandon Hall Talent Management
2012 winners
Optimize Talent Development
Set Goals Monitor & Report
AnalyzeImprove
Efficiency Effectiveness Outcomes
Volume
Utilization
Investment
Content
Delivery
Learners
Financial
Operational
Workforce
What did we do?
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Do the products build critical communication skills and business skills?
Do those skills get applied effectively on the job?
Does application lead to individual performance and business performance improvement?
Do the products contribute to the bottom line for the learner’s organization?
We Asked Questions
A Follow-up Training Evaluation was distributed
Results were compared with benchmarks
Interviews were conducted with individuals that had both positive and negative experiences
Buyers were also interviewed
Measurement Methodology
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Data collected between November 12, 2013 through November 26, 2013
Response Data
Surveys Sent: 2981
Survey Responses
416
Response RateOverall: 14%
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Three quarters (75%) of respondents are based in North America
The next largest group is from EMEA (16%)
Asia / Pacific and Latin America account for less than 6% of responses each
Demographics: Geography
74.70%
15.90%5.78% 3.61%
0.00%10.00%20.00%30.00%40.00%50.00%60.00%70.00%80.00%90.00%
100.00%
North America Europe, MiddleEast, and Africa
Asia/Pacific Latin America
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Demographics: Industry
Oil & Gas 19%
Financial Services 6%
Food & Beverage 5%
Insurance 4%
83% of all respondents are from these five
groups
All other industries < 5% of responses each
Technology 49%
These are the top three courses across all customers:
Demographics: Courses Completed
Effective Presentation Skills
High-Value Business Conversations
Think and Speak for Results
All other courses comprised 10% or less of responses
for all three groups
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Demographics: Roles
3.1%0.5%0.5%0.5%0.7%1.0%1.2%1.2%1.4%1.7%1.7%2.2%
2.9%2.9%3.4%3.4%
5.5%7.2%
8.2%8.7%
9.9%12.0%
20.2%
0.0% 5.0% 10.0% 15.0% 20.0% 25.0%
OtherAdministrative/Clerical
Banking/Real Estate/Mortgage ProfessionalLegalRetail
Investment/InsuranceGovernment
Purchasing/ProcurementEducation/Training
Executive LeadershipManufacturing/Production/Operations
Customer Support/Client CareAccounting/Finance
R&D/ScienceBusiness Professional
Human ResourcesMarketing
Project/Program ManagementConsulting
EngineeringManagement
IT ProfessionalSales
Top 5 Roles of Respondents
SalesIT ProfessionalsManagementEngineeringConsulting
What did we learn?
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Learners are very positive about their Mandel Communications experience
A Positive Experience
Learners indicate that Mandel Communications training is “Somewhat Better” or “Much Better” compared to other corporate training they have attended
91%
Results:
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High quality instructors
Practice opportunities and feedback
Tools and Templates (e.g., SCIPAB)
What differentiates Mandel Communications?
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Learners are very positive about their Mandel Communications experience
A Positive Experience
Learners resoundingly indicate that they would recommend Mandel Communications training to their friends and family.
83.4%
Net Promoter ScoreVery few detractors (4.15%)NPS Leaders 2012: USAA—Banking 86% Amazon Online Shopping 76%
79.3%
Results:
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Confidence Increased
61%
Before Training
81%
After Training
32.7%
Gain
Rate your confidence in your communication skills
Results:
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Learners Applied the Skills on the Job
Learners indicate they have been able to apply what they learned from Mandel Communications training87%
Mandel: 4.26
Benchmark: 4.17
Scores: Average score on a 5-point scale(1 – strongly disagree and 5 = strongly agree)
Results:
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Minimal Scrap Learning
Scrap: Learning that is not applied within 6 weeks of training4%
Mandel: 4%
Benchmark: 13.6%
Lower scrap rates are better; equals more learning applied on the job
Results:
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Job Performance Improved
Learners indicate that Mandel Communications has improved their job performance79%
Mandel: 3.99
Benchmark: 4.02
Scores: Average score on a 5-point scale(1 – strongly disagree and 5 = strongly agree)
Results:
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Significant Return on Expectations
Learners indicate training was a worthwhile investment in their career development92%
Mandel: 4.43
Benchmark: 4.19
Scores: Average score on a 5-point scale(1 – strongly disagree and 5 = strongly agree)
Results:
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Useful Tools and Materials
Learners indicate the participant materials have been useful on the job78%
Mandel: 4.00
Benchmark: 4.01
Scores: Average score on a 5-point scale(1 – strongly disagree and 5 = strongly agree)
Results:
How might this information be valuable to you?
Percentage of respondents indicating that these behaviors have improved because of Mandel Communications training
Results: Behaviors Improved
2%
8%
9%
10%
13%
32%
46%
65%
73%
88%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%
Decreasing costs
Decreasing risk
Increasing likelihood of obtaining a meeting
Decreasing cycle time
Increasing sales
Increasing productivity
Increasing buy-in around ideas
Increasing effectiveness in job role
Increasing quality of conversations
Increase quality of presentations
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Training’s Impact on Behaviors
0.01%
0.09%
0.16%
0.16%
0.21%
1.65%
3.36%
6.14%
9.01%
14.15%
0.00% 2.50% 5.00% 7.50% 10.00% 12.50% 15.00%
Decreasing Costs
Decreasing Risk
Decreasing Cycle Time
Increasing Likelihood of Obtaining a Meeting
Increasing Sales
Increasing Productivity
Increasing Buy-in Around Ideas
Increasing Effectiveness in Job Role
Increasing Quality of Converstations
Increasing Quality of Presentations
How is impact calculated?
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Computing Performance Impact
Factor Item AmountEstimate Estimate how much you expect your job performance related to the
course subject matter to improve in the next 12 months. Include in your estimate any performance improvements due to this training, as well as all other factors like on-the-job experience, incentives, and process improvements.
51.7%
Isolate Based on your response to the prior question, how much of the improvement will be a direct result of this training, as opposed to other factors?
42.1%
Adjust An adjustment for response bias, confidence, and conservatism. 65%
Multiplying these values provides insight into how much training impacts performance. However, we need to adjust for response bias—learners tend to over estimate performance improvement by 35%, so we multiply by 65% to produce the estimated, isolated and adjusted value for performance improvement.
Estimate Isolate Adjust
51.7% 42.1% 65% 14.1%
Increasing the Quality of Presentations. Learners were asked to Estimate how much their performance in this area would improve in the 12 months following training. Then they were asked to Isolate how much of that improvement they could attribute to training.
Learner Comments – Application of Training
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Examples $700K (the cost of performing a complete survey, which will be wasted if the
results are of poor quality)
Currently handling a project of 4M+
Saved about $2,500 of internal workforce effort.
Agreement will bring $700K per year
The partnership may eventually lead to some productivity gains that could save $100-$200K per year
Approximately $10,000 to $15,000 per day to use the lab for a 14 day period
Monetary Value of Improvement—All Others
$79,555 / Person11.0%
All OthersImpact Due to
Training
723K
Average Monetary Value Value
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Examples Having the confidence to sell Professional Services to clients resulting in
approx. $500,000.00 in additional revenue for Client B Professional Services
$300K in Services revenue
$1M added to pipeline
$3.2M overall deal closed
The S deal where we did the echo back I believe will be in the region of $500k for Client B’s FY15
Monetary Value of Improvement—Client B
$111,200 / Person14.4%
Client BImpact Due to
Training
772K
Average Monetary Value Value
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• Continue your investment in soft skills/communications training
• Measure your own results
• Benefits within your own organization: improved efficiencies of communications, better conversations and presentations, increased confidence, tens of thousands of dollars in improved productivity per person trained
Soft skills can be measured…and they do add value
With the right partner, it is not that difficult to measure!
Thanks to KnowledgeAdvisors
Thank you for joining us!
K AT H L E E N R E D D | VP, Global Training, Mandel Communications
J O H N R . M AT T OX , I I P H . D . | Director of Research, KnowledgeAdvisors