Learner Outcomes

There are two things we need to know before we start the design process: what is the measurable outcome we are looking for and what learner shift has to take place to create the outcome. Trainers share that often they get requests for content, rather than outcomes. For example, you might get a request for a teambuilding workshop when the real issue is that performance conversations aren’t happening in a productive manner.  

 

Once you are clear on the outcome you want, it is much easier to craft the design. Begin by paying attention to where high performance is already happening. What differences do high performers exhibit from low- to non-performers? The 4MAT model illustrates four dimensions of performance: values, knowledge, skill and adaptation. Think through the lens of the four quadrants:

 

Quadrant 1-Is it a difference in what they value?

Quadrant 2-Is it a difference in what they understand or know?

Quadrant 3-Is it a difference in competency level?

Quadrant 4-Is it a difference in their ability to adapt the information to different settings?

 

For example, think about a front desk attendant at a luxury hotel. An attendant who consistently receives 5-star ratings on their guest feedback surveys might have differences in all four quadrants or any combination of them:

 

Quadrant 1-A high appreciation for the guest experience and a desire to serve others (value)

Quadrant 2-Full understanding of all the systems and resources available to serve the guest, knows how to use the guest information system to take care of the guest (knowledge)

Quadrant 3-Is fast at processing guests and able to multi-task while being fully present (skill)

Quadrant 4-Can think on their feet and come up with innovative ways of dealing with a guest challenge. (adaptation)

 

If you were tasked with designing training to improve guest care at the front desk, you would first have to determine which of these dimensions of performance will lead you to the desired outcome. This makes the process of sifting through all the possible content much easier.

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