Section 4: Human Performance Technology

Not all solutions to learning and/or performance require an instructional one. Many times a non-instructional approach is the better solution. This week's posting concentrates on human performance, electronic performance support systems, the use of knowledge management systems, and the concept of informal learning.

   1. Chapter 14 discusses the concept of the evolution of human performance improvement. Several sections of chapter 14 present a variety of non instructional solutions to performance problems. Identify a performance problem in your area of work and provide a non instructional solution to solve the problem. 

Working in the mortgage industry in a business unit that spans six sites from coast to coast can pose a very difficult training scenario.  One of the issues that we deal with is the physical sites themselves.  Some sites have resources that other sites do not have.  This causes certain training sessions to convey the same information in different formats.  One site may present the information using handouts, while another may use a projector, and another may just have people read the presentation themselves.  In order to ensure that all sites are receiving the same standard of training, training personnel within the business unit at each site should be issued a projector.

   2. Chapter 15 presents several definitions of electronic performance support systems. In addition to these definitions, locate a few more and indicate your preference explaining why you prefer it. Additionally, describe why you believe EPSS have not been widely used and if they are more likely be become more prevalent in the future.

An Electronic Performance Support Systems as defined by Gloria Gery:

    “an integrated electronic environment that is available to and easily accessible by each employee and is structured to provide immediate, individualized on-line access to the full range of information, software, guidance, advice and assistance, data, images, tools, and assessment and monitoring systems to permit job performance with minimal support and intervention by others.”

As defined by a former Nortel Networks executive, William Bezanson:

    “A performance support system provides just-in-time, just enough training, information, tools, and help for users of a product or work environment, to enable optimum performance by those users when and where needed, thereby also enhancing the performance of the overall business.”
Since I most of my teaching experience comes from a corporate training environment, I prefer the definition of Bezanson because it is more applicable to my current position.  EPSS are used more in a corporate environment than an educational environment.  I think the problem is that in a school, there really is not uniformity across the system.  Sure there are general guidelines, but teachers have varying opinions about “truth” or lessons.  An EPSS would be plausible for a very objective subject or lesson like math times tables, or historical dates and people.  But,  for subjective issues, many of them interpretations of perceived facts, may not be agreed upon by all educators in a system.

   3. Knowledge management is the way we manage information, share that information, and use it. Organizations, such as schools, are full of information/data and we must organize that data in a way that we can make sense of it. We use data to make decisions and good data=good decision making. Identify a real or hypothetical problem in your line of work. How might a blended learning approach, including the use of a knowledge management system, be used to solve the problem?

In my job as a trainer in the mortgage industry, I we have several sites located across the country in our business unit.  When a person begins work, they go through basic new hire training that all employees receive, plus some job or role specific training before they are released to do their job.  The problem with the corporate environment, is that so much information is given to new hires in such a short period of time, that it is impossible for a new hire to retain everything.  To that end, we have developed role specific Desk Guides and Job Aids for our business unit.  Essentially, these documents give basic over views of either a specific process or role, and then give step-by-step instruction to complete the task or role.  While and basic understanding of the job function or task is required, the Desk Guides and Job Aids allow for refresher training solutions, that do not require formal training.

   4. Describe the types of informal learning you have been exposed to in your adult life. What as the purpose? What was the experience like? Was it engaging? Social? What role did you play? What role did the instructor play?

The most unique and memorable informal learning experience I have had was during my time as a customer service and collections representative in the mortgage industry.  It was a very interesting view into the social psyche of mortgage borrowers from all groups within American society.  I did not particularly enjoy what I did, so at first I was automatically on the side of the customer and felt sorry for them and took what they said at face value.  But, as my skills and experiences grew, I started to notice a very interesting thing about all the people that I would speak with, nothing was their fault.  Everything that was occurring to make them not pay their mortgage was to no fault of their own.  And if they did not scream about how they were lied to and forced into buying their home, then they were owed something for the injustice that was being put upon them.  As I said, at first I would do everything I could to try and help people, even try to bend the rules or find exceptions to rules to assist people.  But, then I began dealing with people in further and further stages of delinquency and I found that many people did not even have a budget.  Most, but not all people, that have problems paying their mortgages make really poor financial choices.  One look at a bank statement and it is all too obvious why they are struggling.  One statement had purchases at four separate fast food restaurants for just under $100 total, all made within a 30 minute time period!  And there were weekly charges to the hair salon for $50 each!  $200 a month to get your hair and nails done and you can’t find $100 in your “budget” to make your house payment?  You deserve assistance because the world hates you and the mortgage company wants your house?  Seriously?

I know it sounds like I am jaded when it comes to these matters, but I am not.  There were those people that had legitimate issue arise that truly were no fault of their own.  I cannot even count the number of times that I spoke with a couple that were struggling to make their bills because of a triple whammy.  The couple would have lost income because one of the spouses became unemployed.  So, you go find another job.  But, the spouse became unemployed because they ended up with some debilitating or life threatening illness and they were unable to work.  And forget about Social Security or Disability benefits, that can take up to three years to start getting money coming in. Those are the people that you wished you could do something to help.  But unfortunately, lines in the sand had to be drawn. 

The experience was an enlightening and emotional rollercoaster.  While I did not enjoy the job, I would not give up the experience for anything.  The experience was very engaging since I was an active participant in each customer’s situation.  And the experience was social, sometimes to the point of talking with the borrower, their spouse, siblings, children, parents, friends, lawyers (my personal favorites), etc.  Sometimes I played the role of the heartless henchman of the big bad mortgage company.  At other times, I was the guarding angel leading a family to the light at the end of the tunnel.  And other times I was the financial advisor, marriage counselor, shoulder to cry on, long lost son, or even the kick-you-in-your-pants-to-get-you-to-stop-feeling-sorry-for-yourself-and-do-something guy.  The instructors, well, they taught me that sometimes bad things happen to good people.  But, here in America, all the political correctness and extreme worry about self-esteem has caused many people to believe that they can be lazy and do not have to take responsibility for the consequences of their actions.  Basically, I think Mama Gump got it right: Stupid is as stupid does.