Increasing Employee Commitment through Recognition eLearning Programs

The Company

Our client is a Fortune 500 information technology company that is a leader in technology and inspiring innovators and entrepreneurs around the globe. This company provides hardware, software, and services to consumers, small and medium sized businesses (SMBs) and large enterprises, including customers in government, health, and education sectors.

The Challenge

Our client believes that “recognizing and appreciating” employees is not only important on principle, but also that appreciation efforts and recognition programs can be strategically aligned with organizational goals, such as improved productivity and better employee retention through increased job satisfaction.

The challenge is that often in the midst of day-to-day activities, managers don’t put a lot of priority on recognizing and appreciating employees. In addition, others do not fully understand the importance of recognition and appreciation.

To correct this, our customer wanted to roll out a training program to be deployed or accessed by people at various business locations across the globe that encourages and instructs their managers to properly recognize and appreciate their employees.

The learners for the employee recognition and appreciation program comprised:

  • Managers (primary audience),
  • Those in a position that were required to lead teams (such as Program Managers),
  • Employees transitioning to the managerial role, and
  • Employees aspiring for managerial positions.

With the employee strength in excess of 142,000, spread over 67 countries, it was critically important for our client’s Managers and Team Leads to steer people to improve performance. We suggested that the way to achieve a marked improvement in performance was by acknowledging the value of employees and the value they bring to the organization.

The Solution

For a better understanding of employee value and enhanced engagement, Infopro Learning developed the training course with a focus on three things:

  • The business reasons for recognizing and appreciating employees
  • Types of recognition and their effect on employee behavior
  • Guidelines for practicing recognition

Instructional Strategy

To address the learning needs of the Managers, our instructional approach focuses on providing the context, knowledge and skills. Consequently, various strategies such as role-play and anchored sections are devoted to build the business case for recognition and appreciation at work.

Various strategies included:

  • Role-play Highlights: The role-play scenario underlines the critical role of recognition and appreciation in fostering a work environment that promotes job satisfaction among employees, thereby benefiting the organization from retention of experienced resources and low employee turnover.
  • Knowledge-related Concepts: It addresses the “know-why” learning needs of the learner. The concept section covers the role of money and appreciation in employee motivation and investigates why modern-day employees need more recognition and why there isn’t enough recognition from managers.
  • Anchored, Scenario-based Instructions: With the intent to make the knowledge gained from the instructions dynamic, the training develops skills to use the knowledge in different situations, or to tackle different problems. We achieved this by simulating workplace scenarios and building instructions around the scenarios. In addition, we also investigated the possibility of using scenarios to empower the learner with problem-solving techniques, such as cause-effect analysis, and decision-making methods, such as PCI (Pros, Cons, and Implications).
  • Mistake Analysis: This involved investigating the reasons for inadequate recognition and appreciation, attempt a root-cause analysis and then apply the 80/20 rule to identify the maximum key factors that contribute to the inadequate recognition and appreciation from managers.

Design Strategy

Considering that the solution should first build awareness, Infopro learning employed interactivity, graphics, and text to focus on the factors that typically restrain Managers from practicing recognition and appreciation. In keeping with the principle that the information that is delivered through some overt actions on the part of the learner is likely to be internalized better, we used a slideshow to demonstrate the reasons why Managers invariably attach low priority to recognition and appreciation practices.

Taking into consideration that the design should feature the possibility of localizing the training course and our customer’s employee strength exceeding 142,000, spread over 67 countries, the textual content of the prototype is XML-based. The intent behind an XML-based solution design is to address the learning needs of the employees at the various business locations by efficiently globalizing the training.

The Results

The most significant result of the recognition and appreciation training was an 8% reduced in attrition.

In addition, the training:

  • Gained learner attention using thought-provoking questions and examples that facilitate critical thinking and framing of task-oriented learning objectives
  • Provided relevant training that engaged the learner by providing contextually-relevant instructions using real life scenarios
  • Provided the trainees with opportunities to apply freshly acquired skills (hands-on practice) through interactive and self-running simulations increasing their satisfaction and confidence

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