Employee Recognition is the Key Driver of Engagement

Employee Recognition is the Key Driver of Engagement

Employee engagement expert and author Kevin Sheridan recently reported that the number one key driver of employee engagement is recognition!  He also reported that there are hundreds of millions of workers worldwide who feel unappreciated and have not hear a “thank you” from someone in a long time.  The thing we have consistently found in our research on employee engagement is that the top organizations in the world recognize their employees at every touch point, every day, not just once a year in their performance review.

 

Tips for Recognition in Your Workplace

When it comes to engaging all individuals in your organization, you must recognize and reward them in a way that they want to be recognized. That being said, there are a few overarching ways to recognize your talent to create employee engagement.

Non-monetary Recognition.

Non-monetary recognition addresses the emotional needs of individuals. It reinforces behaviors that can change corporate culture permanently, and it is values and principle based.

Examples include:

  • a formal certificate of appreciation,
  • publicly acknowledging an individual at a team meeting
  • a quick and personalized thank-you in person
  • a personalized email message.

 

Monetary Rewards.

Monetary rewards address the rational needs of individuals. Rewards can be used to recognize high performers in your organization and motivate others.  Most people love to be recognized financially. 


Some examples include:

  • a performance bonus,
  • a raise,
  • spot cards,
  • spa gift certificates,
  • points in their employee engagement portal


Learning Opportunities.

Learning and development are two of the other key drivers of engagement. When you invest in your talent by enabling them with new skills and competencies, they are more likely to give you their energy and loyalty. Your talent does not want to stay stationary – they want to grow their skills that make them more marketable NOW and in the future. Providing your leaders, employees and sales reps with learning opportunities shows that you’re committed to their continued growth in the organization and makes them feel valued.  Read more about why I believe there is not a Lack of Motivation in the Workplace Today, There is a Lack of Development.

Examples of learning opportunities can include:

  • formal eLearning,
  • manager training,
  • shadowing colleagues in roles above them,
  • giving them a challenging project or problem to solve.


Coaching and Feedback.

Managers play a significant role in the day-to-day work experience and engagement of their direct reports. Your talent wants honest and ongoing feedback and communication so that they know your expectations and how they can achieve success. One-on-one coaching shows your talent that you have a vested interest in their development, growth and overall success. When they feel they are enabled to do their job to the best of their abilities and you give them the tools, guidance and direction to do so, the outcome will be immeasurable!  Read more about the Senior Leader’s Role in Employee Engagement here.


Your people want to feel recognized and valued.  If you want to really make an impact on employee engagement in your organization, focus on creating a world class engagement culture focused on recognizing and rewarding your people for their great work. Your engagement and recognition must be personalized for every individual inside your organization. The above ideas are just a few ways you can start to create engagement inside of your organization.

 

If you want to chat more about how to implement a personalized total recognition program in your organization, get in touch at jenn@globalengagementsolutions.com or book a 15-minute call in my calendar.

There is Not a Lack of Motivation in the Workplace, There is a Lack of Development

There is Not a Lack of Motivation in the Workplace, There is a Lack of Development

I would argue that there is not a lack of motivation in the workplace today, there is a lack of development.  Employees consistently tell us that to feel more engaged in the workplace they want skills, training and development that will help them grow and make them more marketable now and in the future.

Some ways that you can develop your employees to increase their employee engagement are outlined below.

 

Skills and Training.

Give them the opportunity to receive formal training and learning through either an eLearning or on the job training program.  This will give them tangible skills and tools they can add to their tool belt that will be able to be more competent with their customers and colleagues.

 

Hands-on Experience.

Give them projects and challenges that provide real life, hands on experience to practice their skills and grow their problem-solving abilities.

 

Growth Opportunities.

Give them a chance to shadow those in roles above them or in different departments so they can learn about different responsibilities in the organization.  Provide them with ongoing learning, advanced training and support so that they can grow within the organization, otherwise they will grow someplace else.

 

Transparency and Coaching. 

Provide your talent with clear information about how they can succeed within the organization. Clearly communicate your organizational culture and values. Be transparent about expectations and the direction they are headed so that they feel respected and valued for their contributions.

 

When you invest in the development of your employees by giving them learning, development, growth opportunities and coaching, they will be more enabled to do their job, and more motivated to create exceptional experiences for their colleagues and customers.  This in turn will make your internal service cooperation stronger, and your workforce more efficient and productive – all of which will make your customers happier so that they want to stay longer, buy more and positively refer others.

Additionally, innovative companies who invest in their people through learning and development are viewed more favorably by employees than those organizations that don’t, which means you will have a positive reputation to be able to recruit and retain the top talent in your industry.

 

The Importance of Personalization in Development

If your organization’s learning and development is going to make a significant impact on employee engagement, employees must see the personal benefits of undertaking developmental activities. In order to harness the positive effects of learning, employees have to see the link between where they are now and where they want to get to, and how learning and development is going to bridge this gap.  That is why it is important not to take a one-size-fits-all approach to your employee’s learning and development, but rather work with each individual to create a plan of how and what they want to learn. Read more about the importance of creating a personalized approach to development in this article here.

 

If you would like to find out more about create a custom eLearning program to train and develop your workforce, view my calendar here or get in touch at jenn@globalengagementsolutions.com to set up a 15-minute discovery call.

 

A Proven Way to Create Exceptional Customer Service

A Proven Way to Create Exceptional Customer Service

Every business organization across the globe has one thing in common and that is, that they all serve a customer.  Most organizations would prefer to stay in business, so they are looking for ways to make sure their customer service is exceptional.

Why do you want to create exceptional customer service?  If you create great experiences for your customers, they are more likely to stay with you longer, buy more of your product /service, and positively refer others to your organization.  And that means more business and more profits for your company!  Who doesn’t want that?!

 

Customer Service Starts on the Inside

The best organizations on the planet know that exceptional customer service, starts on the inside of the organization with the way that they engage and develop their employees.  If you treat your employees with respect, authenticity and transparency, they are more likely to understand the expectations of the organization and can deliver what leadership is looking for.

 

Train and Develop Your Employees to Provide Great Customer Service

Next, comes training and developing those employees to be enabled with the proper skills to effectively serve your customer.  You should provide your talent with ongoing learning opportunities, coaching and mentoring.

You can do this with a formal learning program (and even incent their learning with a learn and earn rewards program).  You could also provide opportunities for your employees to work on challenging projects that have them problem solve and trouble shoot new situations they haven’t worked on before.

Another effective way to develop your employees is to provide one on one coaching with their managers and leaders.  This allows for a very personalized plan to continue their growth in the organization.  A great way to integrate one on one coaching, is to make it a step or part of your formal learning program.  For example, GES’s learning programs have a focus on action planning, where learners create a plan of action as to how they will implement that learning in real life scenarios.  Those plans of action are emailed directly to their supervisors, who can then meet with them and play an important role in the follow up and reinforcement of putting those learning principles into action.  If you want to learn more, check out Why Action Planning is the Key for Successful Learning.

 

Recognize and Reward Your Employees for Providing Great Service

Lastly, if you recognize and reward your employees for going above and beyond with their colleagues and customers, they are more likely to continue that behavior.  It also reinforces that behavior within the organization and sets expectations for other employees to know what types of behaviors are being rewarded so they are more likely to mirror them.

And who doesn’t like a little healthy competition sometimes?  Recognizing exceptional employees can spark a bit of healthy competition in the talent pool, and further motivate others to reflect those behaviours.  For example, you could provide weekly/monthly incentives for top performers to be recognized, or you could simply reinforce a culture of peer to peer and manager to employee recognition where all positive behaviors are acknowledged and rewarded.

For more information on positive recognition and reward incentive programs click here.

 

I hope this blog gave you some helpful tips on how to engage and develop your team so that they can provide better experiences for your customers to make them stay longer, buy more and positively refer others! If you have any questions or want to start a program in your organization to put these principles into action, email me at jenn@globalengagementsolutions.com and I’d be happy to have a quick chat with you and your team!

5 Questions Your Leaders Will Ask About the Value of a Recognition Program

5 Questions Your Leaders Will Ask About the Value of a Recognition Program

  1. How much will it cost?

The cost of a recognition program will surely range across companies, their offerings and service. Typically, the price will vary depending on how many users of the program.  However, one thing to keep in mind when you are evaluating a recognition program is whether the vendor employs Embedded Margin pricing or Software as a Service.

Embedded Margin vs. Software as a Service

From our experience on both sides of these models, typically it is most cost effective as well as most transparent for your employees to go with a Software as a Service vendor.   In a software as a service relationship, you will typically pay a subscription fee per user of the program versus marking up the products to pay for the costs of the program.

Benefits of the SaaS Model

In a SaaS model, rewards should be delivered at cost with no mark up.  This means your talent not only gets the maximum value, but they also get the maximum selection for what they can redeem, further enhancing engagement for your global recognition efforts. Embedded margin providers don’t do that – they mark up their items.  It’s also important to ask about any set up, customization or implementation fees (at GES we do not charge any of these fees).

Other additional costs to consider are what your vendor support and staffing will look like.  For example, at GES our SaaS costs include a concierge service team who handle every program detail to ensure hassle-free service for your employees.  This includes supporting employees interacting with the system and helping program administrators managing the recognition program.

These are just a few questions and service features to keep in mind when evaluating your recognition service provider.

 

  1. How will we measure results?

Results of a recognition program can be measured in various ways both qualitatively and quantitatively.  Some of the ways you can measure the results of your recognition program include: increased employee engagement levels, productivity, loyalty and ambassadorship to the company, net promoter scores, health and wellness of your employees (including absenteeism and sick days), increased customer experience and customer retention, and last but not least, increased profits!

Reporting

Your recognition provider should be able to track whatever metrics you want, such as performance, service, sales and behaviours.  For example, GES’s recognition portal’s real-time reporting tracks every transaction that occurs in the system and all data can be pulled to determine engagement levels and use.

You may also want to be able to survey your employees internally in the program so you can pull some qualitative data about their experience with the program and their levels of engagement.

Measuring ROI

Year over year data should be compared to show the overall ROI of the recognition program.  You should be able to see positive gains in productivity, efficiency, wellness, etc., that can be translated into a dollar value for your program.

 

  1. How will it improve our organizational processes, profit, productivity, etc.?

An engaged employee is a more productive employee.  An employee recognition program will help increase your internal service cooperation, which translates into better customer service, thus helping improve your top or bottom line.  A good recognition program reduces the complexity of your overall employee engagement strategy, by allowing you to drive 6 or 7 programs under one umbrella and one budget (for example, safety, wellness, on the spot recognition, recognition campaigns, service anniversary, etc.).

The Stats to Back it Up

According to a recent report by OfficeVibe, “disengaged employees cost organizations between $450 and $550 billion annually,” (OfficeVibe, 2017). In their roundup of employee engagement stats, they make a very compelling case for the profitability of engaging your employees:

  • Highly engaged business units result in 21% greater profitability.
  • Highly engaged business units realize a 41% reduction in absenteeism and a 17% increase in productivity.
  • Highly engaged business units achieve a 10% increase in customer ratings and a 20% increase in sales.
  • Companies with engaged employees, outperform those without by 202%.
  • Customer retention rates are 18% higher on average when employees are highly engaged.

Engage All Your Stakeholders

An effective recognition program will engage all stakeholders in your organization including leaders, employees, sales partners, and your customers.

Leaders – It will allow your leaders to build an emotional connection with your employees, increase their own engagement levels (as well as others), attract and retain the best employees for your company, and provide skills that will make your employees more valuable.

Employees – An effective recognition program should put your employees at the centre of the program – allowing them to have a personalized experience where they can choose how they are rewarded (for example, with GES’s program employees can choose the rewards they want from our global online gallery).  You want to be able to have comprehensive reporting to track awarded points and redemption rates, which will help you understand what motivates your team so you can continue to encourage and reward those positive behaviours.  A good recognition program will also take advantage of non-monetary forms of recognition, such as peer-to-peer nominations, social news feeds and fun gamification elements.

Sales Partners – You can use an effective recognition program to motivate your sales people to achieve their goals, including maximizing cross-selling opportunities and increase lead referrals.  You can use a recognition program to create friendly competition with built-in leaderboards, which also give high-performing sales teams’ recognition with their peers.  These types of recognition programs help to reinforce positive desired behaviors among your sales staff and encourage higher achievement levels.

Customers – You can even integrate a great employee recognition program with your customer recognition program.  A customer recognition program should provide tools to influence, motivate and engage your customers to create sustained loyalty. Like your employee program, a points-based system should allow customers to choose their own rewards.  You can also use it as a tool to conduct surveys to gather new information and influence change in your customer’s behaviors and buying habits.

 

  1. Why should we buy from this vendor?

Selecting the right recognition provider can be overwhelming and tricky.  On top of evaluating all the features, capabilities, etc. one thing that is critical to pay attention to is that they do what they say they will do.  Trust your gut when you’re connecting with them.  Do they follow up on time? Do they provide you with the materials or information you asked for in a timely manner?

It’s also important to be able to get recommendations from their current and/or past customers.  They should be able to provide you with several contacts that you can connect with directly to ask about their experience.

Ask organizations if they have any customer case studies or results that you are able to review to see their proven track record.

You can check out some of GES’s customer results we have achieved with our 400,000+ customers, achieving billions in engagement ROI.

 

  1. What are the capabilities of the program?

You want to find a recognition program that is completely customizable for your business goals and objectives.  It should reflect the distinct voice for your brand and unite everyone in your organization when it comes to the company’s culture, mission, vision and values.

Features

When evaluating a recognition provider, some of the program features you might be interested and should ask about include:

  • Peer to Peer Recognition
  • Manager to Employee Recognition
  • Spot Cards
  • Leaderboards
  • Social Recognition
  • Surveys
  • Learning
  • Budget Manager
  • Badging
  • Birthday Awards
  • Service Anniversary
  • Wellness
  • Safety

Global Functionality

Depending on the needs of your organization and whether you are a global company, you might also want/need global functionality.  Some things to consider include:

Are the rewards culturally relevant?

Can the program be offered in multiple languages? (For example, GES’s global recognition programs are available in 16+ languages including Arabic, Chinese, Czech, Dutch, English, French, German, Italian, Japanese, Korean, Polish, Portuguese, Romanian, Russian, Spanish, Turkish, and growing!)

Are the rewards sourced and fulfilled in country or will you have to pay shipping, taxes and tariffs on the rewards?  Keep in mind this might eat into your recognition budget. (GES’s global rewards are fulfilled in country in 170 countries across the world).

Mobile Capable

In this age of technology, mobile capability is critical to have for your recognition program. Not only does it allow for leaders and peers to recognize in the moment, but it also assures that the participants have the same user experience no matter where or how they login to the site.   Our research has shown that companies who recognize their talent day-to-day and in-the-moment have much higher levels versus those who only recognize at certain milestones or tenure events.

 

If you’d like any further information on how to evaluate a recognition program, feel free to reach out to me at jenn@globalengagementsolutions.com or you can request a demo of our solutions here.

What You Should Know About AI and Customer Service

What You Should Know About AI and Customer Service

In our technologically driven world, we are continuing to see an increase in use of artificial intelligence in the customer service arena.  From chatbots, to self-serve checkouts, to online shopping and much more, AI is really taking over when it comes to the service sphere, and it’s only getting stronger and more personalized.

Why Do Customers Want AI Service?

Customers want fast, friendly and hassle-free service.  Many customers choose AI service options because it is available more conveniently for them.  For instance, the chatbot services online are often available 24/7 and you can get through to a AI service rep immediately versus waiting for sometimes hours on the phone to speak with a human rep.

That brings me to another reason why customers might choose AI service over a human interaction and that is, faster service.  AI customer service can often provide speedier answers to customer inquiries and problems.

Why Do Employers Want To Use AI?

Employers are also jumping on the AI bandwagon for several reasons.  Having AI service can often prove to be cheaper than paying a human body to be available.  The fact that AI service is ‘running in the background’ all the time, regardless of if it’s being use every moment, frees up the time of human agents making them much more efficient and productive.

Organizations are realizing more and more that having an omni-channel experience for their customers is critical.  And consistency among those channels is paramount.  Your organization might use a combination of AI and human customer service in order to provide an omni channel experience for your customers.  For instance, your human front-line workers might represent your company in your brick and mortar stores, whereas your AI reps fulfil online service inquiries.

Is AI Going To Take My Job?

If you could interact with a fast, friendly, hassle-free human OR a robot, which would you choose?  If they knew for sure that their customer service experience with the human would be exceptional, most people would probably choose the human.

With human to human interaction there are a lot of nuances and ability to provide personalized service that a robot can’t provide.  Of course, as technology is getting smarter, robots can automate to create personalized solutions for customers.  However, with robots there are many variables that we can’t control.

From an employer perspective, there is a place and time when AI should be used to increase productivity and efficiency and save costs.  But there are so many things that a robot cannot do that a human can provide.

The best solution for employees who find them in a precarious place when it comes to technology taking over their jobs, is to be constantly learning and growing to stay relevant.  Read more about how you can stay relevant in the age of AI by Re-Skilling the Workforce to Prepare for Technology.

Millennials and Motivation at Work

Millennials and Motivation at Work

There’s a generation in the workforce that will soon play a very important role in leading your organization into the future.  In fact, Forbes reported that by 2030, Millennials will comprise 75% of the workforce. 

There has been a slew of articles lately about millennials ‘killing off’ various industries.  This attests to their immense buying power and control in the markets.  And, it is another reason why it is very important for you to treat your millennial employees well – because what is being felt on the inside of your organization can be felt on the outside by your customers.

All generations of talent want to feel valued in the workplace.  Millennials have reported several things that help to motivate and engage them in the workplace and turn them into loyal employees (and customers).

Here are some of things millennials look for in an organization to keep them motivated and engaged:

Flexibility.  This comes at the top of the list for many millennials. Many would even forgo a pay increase or bonus in lieu of more remote work, flexible hours, vacation time and a better work life balance.

Mentorship.  Millennials want to receive feedback and one on one coaching with their managers.  They want to have a good relationship with their direct supervisor and learn from them so they can move up in the organization.

Autonomy. Along with flexibility, millennials want to have some autonomy and say in how they execute their role. They don’t want a supervisor who micromanages them.  Some examples of ways they can get autonomy include, working remotely or flexibility, and having authority over making certain decisions within their scope of practice.

Transparency. Millennials want to know what is going on in the business and how they can contribute to the growth. They want you to be clear about what your business goals and objectives are and to communicate that with them.

Impact.  Millennials want to feel like they are contributing to the betterment of the organization.  This could be with a special project, by supporting their colleagues, or by serving their customers on the front line.  Whatever way they serve your organization, they want to know how their contribution is making an impact in order to feel valuable.

Skills. Millennials are a generation that are very dedicated to continuing their education and learning new skills that make them more marketable.  They want to know that you are investing in their future by providing them will skills and development that will make them more marketable and allow them to grow in the organization.

Recognition & rewards.  Millennials (and other generations of talent) want to feel like their great work is being acknowledged. Recognition and rewards can come in many forms including non-monetary recognition such as praise and thanks, or monetary rewards and recognition such as bonuses, time off, gift cards, and total recognition points that can be redeemed for merchandise, travel and many other rewards.

For more information on how to support millennials at work read What Millennials Want in the Workplace.

5 Effective Ways to Motivate and Engage Your Remote Employees

5 Effective Ways to Motivate and Engage Your Remote Employees

With the rise of virtual and remote workers, organizations are paying more and more attention to how they can utilize this great opportunity to offer their employees more flexibility.  However, just as important is keeping those same employees motivated and engaged as if they were in the office daily having one on one face time with their colleagues and managers.

As a remote worker myself, I can attest to the fact that the tips below work to keep me motivated and engaged during my workday.  I should mention though that not everyone is cut out for remote or virtual work.

When I tell people I work from home, I’ve had countless people tell me “Oh, I couldn’t do that.”  I think it’s true that some people are just not cut out for remote work.  You do have to be self-motivated and disciplined enough to cut out the distractions.  Additionally, it’s important to make sure you allow yourself the time to step away from work to take short breaks — perhaps get outside for a walk – as it will help you to reinvigorate your energy for the rest of your workday.  If you just plop down in front of your computer screen for 8+ hours straight you’re going to drain yourself both mentally and physically.

Here are some of the top ways that you can motivate and engage your remote and virtual workers:

1. Establish Your Company Culture.

Be sure to communicate your expectations and company culture up front with your remote workers.  You want to make sure that they’re a good fit for your organization and that they will be committed and competent to perform their duties.  If you find that an employee isn’t cut out for remote work, give them opportunities to connect in person with their colleagues and leaders.  For example, when I first started at GES I would go into the office so I could get to know who I was working with.  It was important to establish those in person connections and get to know a little bit more about the company and culture before I began working remotely.

 

2. Keep in Touch Often.

It is so important to communicate often with your remote workers.  Establish a meeting frequency that is best for your team and be sure to touch base on activities, deadlines and updates that they might require in order to perform their job best.  Keep in touch daily via email and be sure to communicate very clearly and efficiently what your expectations are for work completion.  Establish deadlines together and come up with an action plan on how they will execute their duties.

 

3. Opportunities to Grow.

Make sure to offer your remote employees the opportunity to learn and grow within your organization.  If they stay sedentary for too long and aren’t developing new skills, they are likely to find somewhere else where they will.  This can include formal learning opportunities such as eLearning, one on one training and coaching or work related courses/certifications that will teach them new skills.  You can also send them to industry conferences where they will have the opportunity to keep their finger on the pulse of the industry and bring back relevant opportunities to implement in your workplace.

 

4. Give Them Challenging Projects.

Keep your employees motivated by giving them new and challenging projects.  It will give them the opportunity to learn new things, and exercise their problem-solving skills in a new way.  This will also help them to develop a new set of skills that they may be able to transfer into other parts of their role in your organization.

 

5. Recognize their Achievements.

It is so important for you to recognize and reward your remote workers for their great work!  Recognition can take on many forms such as non-monetary recognition such as a verbal thank you or acknowledgement, or a peer to peer recognition note, etc.  You can also recognize them with monetary rewards such as points to redeem in your total reward program, monetary bonuses or paid time off.  It is important to recognize your remote workers in a personalized way that is unique to how they want to be recognized.  For example, some employees would prefer to have extra vacation time over a bonus, or vice versa.  Get to know your employees so you can personalize their recognition experience.

 

To learn more about what your employees want to keep them motivated and engaged check out the Top Company Perks to Consider for Your Talent.

Is Microlearning a Good Fit for My Organization?

Is Microlearning a Good Fit for My Organization?

You may have heard the term micorolearning being tossed around the learning and development world for the last couple years, and for good reason. Microlearning is essentially a method of teaching and delivering content in small, specific doses. In this type of learning, the learner is in better control of when and what they are learning.

The Benefits of Microlearning

In our high-tech society, it has been said that the attention spans of most people are dwindling. However, as an organization, learning is still so important for the growth and development of your employees, your business and your customer service. Learning providers face the challenge of delivering learning in a way that is accessible, digestible and most importantly translatable to a real-world environment.

    Some of the benefits of microlearning include:

  • Shorter lessons are easier for learner to complete with busy schedules
  • Succinct content makes the information more digestible
  • Reduced amount of time spent on training
  • Increased retention because the learner isn’t getting too much information too fast
  • Accessible content when and where it’s convenient, on any device

Is Microlearning Right for my Organization?

With busy schedules it’s getting harder and harder to take people off of the job for in person learning, not to mention the added cost and travel time. People want their learning content when and where it is convenient for them. Microlearning adds the element of time convenience in a high-tech, yet interactive environment that so many people desire.

By utilizing eLearning, your organization can provide a clear and consistent message to all employees across the organization. This can offer a high impact way to align your culture and messaging internally.

Global Engagement Solutions offers microlearning solutions utilizing our Layered Learning approach. Click here to learn more about our learning solutions and see them for yourself in action.

Why Action Planning is the Key for Successful Learning

Why Action Planning is the Key for Successful Learning

Your organization can spend hundreds of thousands of dollars on training and developing your employees, but if you don’t put that learning into action, then your efforts will be in vain. 

It is critically important that 10x the amount of time, energy and resources is spent following up and reinforcing learning and development, as is spent designing and delivering it. 

What is Action Planning in Learning?

Action Planning is an application focused exercise for you to implement and discuss during your leadership meetings. Upon completing a learning session, the learner would develop an action plan on how to implement that learning in their workplace.  The action plan would be sent to their direct supervisor and they would work together to create a plan and methods of accountability to put that plan into action.

How to Activate Change with Your Learning Program

Action planning is important to the development process because It creates momentum and motivation to put the learning into action.  It creates accountability for both the learner and their supervisor because it’s a guide to how to implement the learning in your organization.

To successfully transfer learning from the learning environment to a real-life scenario, your focus must be on repetition and reinforcement.

Your learners must fully understand the content and competencies they have learned by repeating the content, practicing, drilling and rehearsing it in a safe environment.

We believe the key to great learning is retrieval. Being able to retrieve the content or the competency when you need it to make a difference with a colleague or a customer.

Once your learner is confident in their ability to retain and retrieve the content and competencies they have learned, create an action plan of how to implement that learning in the organization. It’s important for the supervisor to be directly involved with the action planning step.  This gives the learner someone to be accountable to, while also making the supervisor accountable for putting the learning into action.

Here is an example of an action oriented microlearning program:

As you can see from the design above, each learning suite is developed to create repetition, follow up and reinforcement as well as accountability, tracking and measurement.

If you would like to learn more about how to implement a microlearning program in your organization with a focus on action planning, get in touch here.

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