how to create a competency-based training program
DESCRIPTION
How to Create a Competency-Based Training ProgramTRANSCRIPT
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How to Create a Competency-Based
Training Program
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Definition of Competency-Based Training
How to Implement Competency-Based Training
How to Utilize Needs and Performance Analysis
Identifying and Establishing Core Competencies
Identifying Performance Gaps
Competency Mapping to Create IDP’s
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Traditional Training (Educational) Model
• Based on model from schools &
universities
• Appointment-Based
• Trainer Focused
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What is Competency-Based Training (CBT)?
• Skills – tasks, knowledge and attitude
• Platform for learning and organizational
development
• Focus on traits and skills needed to meet
strategic objectives
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Key Characteristics of CBT Programs
• Competencies aligned to strategic goals
• Knowledge to support performance
• Training designed to affect behaviors tied to
competencies
• Success = achievement of specified competencies
• Pre-assessment
• Self-paced
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Advantages of CBT Programs
• Focus on success of each learner
• Learner confidence grows as they achieve mastery levels
• Time is used efficiently
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Implementing CBT
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Needs Analysis Core
Competencies Skills
Assessment Development
of an IDP
CBT – Implementation Process
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Step 1: Needs Analysis
What is the organization trying to achieve?
How do specific teams support achievement of organizational goals?
How do individuals support achievement of department or team goals?
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• What characteristics & capabilities are critical to the success of your organization’s overall mission & goals?
• For departments, groups and teams?
• What are the common traits and strengths of top performers?
Step 2: Competencies
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Step 3: Skill Gaps Difference between current levels
& desired levels =
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Collecting Skill Gap Data
• Interview managers & employees
• Interview top performers
• Questionnaires / Surveys
• Historical data
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Step 4: Individual Development Plans
Needs
Gaps
Development activities
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Integrating with Talent Management
Core Competencies
Recruiting/
Hiring
Development
Assessment/
Promotion
Compensation
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Competency Mapping to Create IDP’s
Competency mapping provides a broad view of an employee’s individual strengths & weaknesses, as it relates to their personal career development, as well as organizational efficiency, and bottom-line results.
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Sample Service Skills Assessment
• Auto generated by LMS
• Based on Job Role
• Assigned to Peers, Managers & Subordinates
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Sample Service Gap Analysis
• Lists Competency Ratings
• Identifies above and below standard ratings
• Links to development activities
• Basis for IDP
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Individual Development Plans (IDPs)
• Nurture individual strengths
• Target specific skill gaps & challenges
• Track & monitor individual progress
Specific courses & development activities
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Sample Customer Service Competencies
Achieving Results
Communication
Flexibility
Developing Others
Team Work Service Orientation
Initiative
Decision Making
Concern for Quality Relationship Building
Inspire Trust & Confidence
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Sample Customer Service Competencies
Achieving Results
Communication
Flexibility
Developing Others
Team Work Service Orientation
Initiative
Decision Making
Concern for Quality Relationship Building
Inspire Trust & Confidence
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Service Competencies - Curriculum
Communication
Behaviors:
• Organize and express ideas clearly orally and in writing.
• Keep managers and others informed of the status of projects and activities
Courses:
1. Organize to Remember
2. Communicate to Increase Understanding
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Service Competencies - Curriculum
Concern for
Quality
Behaviors:
• Follows procedures to ensure quality output.
• Encourages people to maintain high standards of quality and thoroughness.
Courses:
1. Continual Quality Improvement
2. Quality Focused Management
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Service Competencies - Curriculum
Service
Orientation
Behaviors:
• Responds to customer requests in a timely manner.
• Proactively identifies customer needs.
Courses:
1. Excelling at Customer Service Simulation
2. The Voice of the Customer
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Sample Leadership Competencies
Achieving Results
Communication
Strategic Thinking
Developing Others
Influencing Others Purpose, Principles & Values
Managing Performance
Decision Making
Building Commitment Relationship Building
Inspire Trust & Confidence
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Sample Leadership Competencies
Achieving Results
Communication
Strategic Thinking
Developing Others
Influencing Others Purpose, Principles & Values
Managing Performance
Decision Making
Building Commitment Relationship Building
Inspire Trust & Confidence
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Leadership - Curriculum
Strategic
Thinking
Behaviors:
• Sees connections among diverse sources.
• Turns strategy into action.
Courses:
1. Systems Thinking and Models
2. Planning and Implementing a Business Strategy
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Leadership - Curriculum
Managing
Performance
Behaviors:
• Communicates expectations to diverse workforce.
• Motivates employees.
Courses:
1. Communication Vision
2. Managing Cross Generational Teams
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Leadership - Curriculum
Behaviors:
• Understands employee motivations and needs.
• Leads by example and does not micromanage.
Influencing
Others
Courses:
1. Building Influence as a Leader
2. Leadership & Emotional Intelligence
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Sample Competency – Course Map
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Recommended Content
• Book: Planning for Tomorrow
• Course: Key Elements of a Sound Plan
• Simulation: Planning for Results
Job Family Customer Services
Job Role Manager
Competency Goal Attainment
Key Behavior Planning
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Competency-Based Training differs from Traditional Training Methods
1. Identify Organizational
Goals/Training Needs 2. Establish Core Competencies 3. Assess Current Ability 4. Identify Gaps 5. Assign Development Activities 6. Post-Assessment
www.bizlibrary.com
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View and register for complimentary webinars here
questions?
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For Additional Info.
www.bizlibrary.com
888.432.3077
Thank you!
Dean Pichee
888.432.3077 ext. 106