How to Build a Competency Matrix (Skills Matrix)

Competence matrix skills matrix hands on

All businesses having competent people is important. The more competent our people, the better they perform. In safety critical environments, more than almost any other business environment, it is critical to understand who knows what. Having competency maps or competency matrices can help. What is a competency or skill? The UK based CIPD (professional body for Human Resource professional) says: Competence or competency? 'Competency' and ‘competencies’ may be defined as the behaviours … [Read more...]

Is the 90 9 1 dead? Is this relevant in 2015 and beyond? Do people still lurk?

social community engagement 90 9 1 rule 70 20 10 rule

2015 update on 90-9-1 & 70-20-10 Is the 90-9-1 rule for online community engagement dead? Is it dead, different or a distraction? Crystal in her blog starts exploring the 90-9-1 rule based on the 2012 BBC research which suggests that 77% of people are creators. I will come back to this later. Certainly it can be a distraction if you apply the 90-9-1 with any weight. Certainly it is different, but dead..? Let's explore things a little. Setting the scene - why write this update on 90-9-1 … [Read more...]

From customer service training to great customer experience

Customer service training

Customer service excellence and customer service training is about more than just being polite! One of the challenges in many businesses today is improving “customer services”. We need to look at how organizations set up and manage their customer service teams. Often people that are customer facing are the most junior in the business. They have the least amount of job or life experience. They are often the lowest paid. Of course these are massive generalisations. But you get the … [Read more...]

Toolism – 5 management tools that are past their sell by date

management tools use by date

Toolism - 5 management tools we rely on that are past their sell by date Unlike the food we buy in the shops which come with Sell by, Use by and Best before dates, the management tools we use come with no such context or advice. We believe the hype with which they are sold to us. What do Human Resources, Change Management, Learning & Development and Consulting have in common? All professionals in this arena rely on tools or processes. Many of these tools and processes have been around … [Read more...]

Strategic or operational business functions, is there an option?

Strategic or operational what can we outsource?

For a long time professions such as Human Resources and Marketing have aimed to be strategic players. Often some functions are sub contracted, with the “strategic stuff” retained in house. Is this sustainable? What might be operational one day is strategic the next! IT is a great example of this. Can everything be outsourced? How do we know what can and cannot be outsourced effectively? Strategic or Operational What do Businesses need? Well they need both, operational and strategy. … [Read more...]

Curating and Transferring Knowledge & Collaborative Social Learning in the Workplace #cipdldshow

Curating and Transferring Knowledge & C

Speakers for this session Roy Davis - AstraZeneca Carol Read & Kate Pound - Horizons Group Chaired by Julian Stodd - Seasalt Learning   Julian opens the session - wearing googleglass - but no explanation as to why yet! and yet he was reading his notes from a tablet & not using the strength of glass for notes!!!   Roy Davis takes to the stage. Roy provided an overview of their business and an outline of a major project to move a facility from one part of … [Read more...]

Gamification to Increase Employee Motivation and Engagement

Gamification to Increase Employee Motivation and Engagement

Can you really use gamification to increase employee motivation and engagement? Is gamification just the latest management fad? As organizations have become more focused on business objectives, gamification has increased because it can help the workplace become more engaging and productive. Gamification changes the rules of engagement and inspires employees to change behaviors as a result. The prediction is that by 2015, 40 percent of Global 1000 organizations will use gamification as … [Read more...]

Why training fails – time for a new approach?

new shiny ways

I have looked at a number of blogs and articles across the internet and in various LinkedIn groups. Many of these are about management, leadership and developing people for the future. There seems to be a common theme.... new ways of doing things. A reinforcement of the message that the old ways did not get what you wanted. Here is a new, improved and better way. A new and shiny approach if you like. Have things changed? The reality is that we have not 'evolved' as a species, and indeed the … [Read more...]

Game based learning vs gamification

Game based learning vs gamification

Game based learning and gamification are the same thing? Right? No. Whilst they are based on the same origins, they are very different things. So what is Game based learning vs gamification ?   Some basic definitions to get us started: Gamification definition: “Gamification takes game elements (such as points, badges, leaderboards, competition, achievements) and applies them to a non-game setting. It has the potential to turn routine, mundane tasks into refreshing, motivating … [Read more...]

Business Value Realization – BVR

Business value realization through communications & collaboration

What is business value realization? Several sources define value realization as: “The value extracted from a process or project shown over time” A demand of businesses is the ability for organizations to generate more ‘value add’ from existing products, processes and customers. Different disciplines have in the past used different language to mean value realisation in one flavour or another. This can be seen to include the term “evaluation” in Learning and Development, ROI in capital terms. … [Read more...]

Recruiting and engaging volunteers what is your strategy

Recruiting and engaging volunteers what is your strategy

Recruiting volunteers is one thing, but how do you retain them? For organisations that rely on volunteers, recruiting and engaging those volunteers becomes a key performance indicator for that 'business'. I say business because any organisation set up to provide services must be solvent, and that means making a profit or surplus - or no investment to keep providing services can be made. Using volunteers is simply a more cost effective way of engaging people to deliver your services without … [Read more...]

Why change initiatives fail to deliver

Why change initiatives fail to deliver

Why do change initiatives fail to deliver the expected results? It does not matter how many books you have read or how many change management projects you have been involved in. Some are successful. Some change initiatives fail. The real question is, can we identify failure early before any damage is done? And what can we do to reduce our change initiative from failing? What does research say about change initiatives failing? The HBR claims that 70% of change initiatives fail, Gallup claim … [Read more...]

Is training the solution? Performance Analysis Quadrant (PAQ) tool

Is training the solution? The performance analysis quadrant tool

When the performance of an individual or team is being questioned, often the first solution tried is training. But is this right? Does the approach of "train them to get better performance" hold up? Or has it been this approach which has caused the value of training to diminish in the eyes of many in business? One tool which can help us identify the appropriate solution is known as the Performance Analysis Quadrant. This should be a standard tool in the toolbox of every organizational … [Read more...]

Giving and Checking Job References

micro managers references

On one of the Human Resources (HR) groups I participate in online a recent question was asked: What are your views on giving job references? HR managers gave a number of comments around the difference between factual information: Job title Start & finish dates Hours worked Number or volume of sickness absence Providing free text information on job references Many job reference requests ask for comments about attitude, performance etc. some ask referees to grade people on … [Read more...]

Best Practices are dead. Adopting Promising Practices

best practice

Think about it just for a moment - what is a best practice? Many best practices come as universal and standardized practices maybe within a specific industry as for example PRINCE2, MSP, PMBOK and in other fields TQM, JIT, BPR, CSR, 360, or all the best practices connected to the -ing words - as for example downsizing, outsourcing, insourcing, offshoring, benchmarking, partnering. Now think about a best practice that you are considering to adopt, one that you are adopting and implementing or … [Read more...]

Why front line customer service training fails to deliver

Front line customer service training

Cost effective customer service training Customer service training provision is often preceded by a lot of change in organizations. It’s a common situation. You have introduced a new IT system to streamline your operations. You have restructured to be as cost efficient as possible. You have implemented LEAN or other process based efficiency analysis strategies. Next step... customer service training. Many of us have seen the reduction of structured and strategic training decline over the … [Read more...]

Very good to excellent – or why most customer service training fails

Customer service training

When it comes to customer service training, or anyone else for that matter, many people in operations and HR make a fatal mistake. They believe people “need fixing”. Over the last 10 years many organisations have reduced the level of structured training they provide. This drop in activity coincided for the majority with the financial crisis of 2007–08. Businesses looked at their costs, and due to the way much customer service training was delivered at the time and justified, it was an easy … [Read more...]

Primacy and Recency Effects in Learning

primacy recency effects in learning

Recency Effect in Learning When we talk about the Primacy Effect and the Recency Effect, we are talking about the theory and application of the following: “. . . the Primacy Effect . . . you remember some things at the beginning of a list because it occurred first. There is the beginning, a long middle that blurs together, and now it is the end.” (8) The Primacy Effect is the beginning. You remember it because that is where you started. The Recency Effect is the finish. You remember the end the … [Read more...]

Freelance – Five Golden Rules to Consider as a Consultant

Freelance desk

Thinking of going freelance as a consultant? I spend a lot of my marketing time on the LinkedIn platform. I find the groups particularly valuable. Today I commented on a group discussion, and it led me to thinking about the golden rules for freelancing or consulting. As an experienced business adviser and a freelance consultant. I consider five key golden rules for freelance success to be: 1) - never more than 20% or your turnover from one client (its too dangerous & not sustainable) 2) … [Read more...]

Leadership – #oneword #HR #CIPD


In 2015 100s of HR professionals were asked a simple question in a survey… in one word describe…LEADERSHIP Participants were invited from the CIPD Members LinkedIn group, the CIPD communities, and the CIPD Facebook group. 616 participated. Of those, over 70% have been in HR for more than 11 years. Not all questions were mandatory. The demographics for this were: Processing of one word data. During data analysis, spellings were corrected, and capitalisation resolved. No words were … [Read more...]