Aug 202012

Performance Support: New Thoughts in Performance Support

Performance Support -Train, Empower, Achieve: New Thoughts in Performance Support

Performance Support: By Carla Torgerson & Phillip Neal, August 20, 2012

Performance Support: “As employees become more mobile and technology continues to advance, organizations have unprecedented abilities to support employees’ performance at work. Adding a performance support component to formal training allows training departments to bolster performance in ways that are superior to training alone.”

Performance Support: The workforce has become more mobile, creating a significant shift in the way business is done. A 2012 Cisco study found that three of five workers say they don’t need to be in the office to be productive. We are seeing the impact of this shift not only on how people work, but also in how they learn and consume content to do their jobs.

For example, let’s say John is a sales rep for a major pharmaceutical company. He has a large territory and is constantly on the move. He works in the cardiology division, selling pharmaceuticals that doctors use to treat various conditions of the heart, such as hypertension, high cholesterol, and coronary artery disease. His company is releasing a new cholesterol-lowering drug in two weeks. How will the company prepare John to sell this new drug? (Note that while this type of training scenario is common, we have fabricated the specifics for purposes of this example.)

In the past, John would have taken formal training (instructor-led, online, and Webinar) and the product team or his boss may have provided some coaching. John would have also used informal learning by searching the Internet and talking with peers. But is there more the organization could do to maximize John’s potential and create a more efficient path to proficiency?

With a mobile workforce and use of different training delivery methods, organizations can provide training and performance support much differently today. Formal learning coupled with performance support enables John to access specific content at the point of need, supporting faster and more accurate knowledge application and resulting in greater speed to competency.

Performance support defined

performance support

 Tom McDonald’s Comments:

If your information is critical must know and your need is long term learning, consistent with strategic individual and business objectives;

Where individual, long term, critical must know learning, = Appropriate, Professionally Facilitated: initial understanding, ongoing reinforcement, fluency/mastery, recall (eliminating forgetting), application, stick/behavior change, adaptive reasoning skills, in the most effective and most efficient way possible

Performance support, under the new learning model, will make long term learning happen:

“ Instructor facilitated, truly personalized learning, over time, with Instructor facilitated, truly personalized reinforcement, over time, in an Instructor facilitated, truly personalized, blended learning environment, over time”.

Instructor facilitated, truly personalized learning technology, will support the new learning model, making it affordable and scalable



To Discuss how these Solutions will add value for you, your organization and/or your clients, Affinity/Resale Opportunities, and/or Collaborative Efforts, Please Contact:

Tom McDonald,; 608-788-5144; Skype: tsmw5752

performance support, McDonald Sales and Marketing, LLC