Job Aid- Learning and Performance (PSI)

Population Services International - Learning & Performance

PSI Learning and Performance
Architecture
PARTICIPANT
INSTRUCTIONAL HANDBOOK

Learning and Performance Architecture: Instructional Handbook for Participants. 2010


PSI LEARNING AND PERFORMANCE ARCHITECTURE
This Participant Instructional Handbook is a companion resource to the online module,
Learning and Performance.

The PSI Learning and Performance Architecture is a tool to organize, understand and explain
learning and performance resources across PSI.

If PSI employees could access, learn, apply and share knowledge, expertise, capabilities and
technologies more readily we could achieve improved performance faster, cheaper and better.

The visual below details the Learning and Performance Architecture at PSI.

ADDITIONAL RESOURCES
To learn more about Learning and Performance at PSI, please access:

1. KIX: www.kix.psi.org and locate Learning and Performance.

2. The Learning and Performance group on Social Cast (PSI's internal facebook of sorts) at:
https://psi-org.socialcast.com/groups/learningperformanceformerlygcb

1


THE LEARNING AND PERFORMANCE ARCHITECTURE
This section provides participants accessing the module, PSI Learning and Performance
Architecture, with a print based resource that details each of the seven elements in the Learning
and Performance Architecture.

1. Classroom Training

What is it?
Classroom training is any training that is led by an instructor who is face-to-face with learners.

The Big Idea
An instructor and learners meet face-to-face in a location for a set period of time. Typically, the
instructor has the information which is shared with the learners.

Pros and Cons
Pros:
It is quick to develop and deliver.
It is useful for small groups.
It is useful when learners require immediate feedback on their learning and when the content is
complex or highly context specific.

Cons:
It can be difficult to deliver to large groups.
If the content changes quickly it can be difficult to update classroom training.
It requires that you have access to classrooms and qualified instructors.
It requires that people take time away from their jobs.

Examples
Global Fund training
Lawson implementation training
DELTA marketing planning
R&M TRaC, MAP, FoQus training
Foundations of Leadership training
Malaria Associates training

Learning and Performance Architecture: Instructional Handbook for Participants. 2010 2


2. Online Training

What is it?
Online training is training that is available through the Internet.

The Big Idea
Online learning has the potential to provides access to learning at anytime, in any place, and at
the learners pace.

Pros and Cons
Pros:
Ability to standardize instructional content.
It can enhance access for learners who are distributed in place or time zones.
It can provide learners with a “safe” environment where they take control of the learning pace,
frequency and duration.
It can be completed on the job.

Cons:
It can be costly to develop.
Learners may require technology skills and access to computers.
It may be unfamiliar to learners.

Example
PSI University



3. Communities, Networks and Groups

What is it?
Communities, Networks and Groups create opportunities for people who share a common
interest, goal or problem to share ideas, and information as well as best practices.

The Big Idea
Some learning is best accessed through a community, network or group, especially knowledge,
skills or attitudes that are not easily translated to “regular” instruction.

Pros and Cons
Pros:
Communities, networks and working groups are useful in connecting people all around the world
around a common subject, idea or problem. It is a fast and efﬁcient problem-solving tool.
Communities can create opportunities for members to learn together.

Cons:
The community may not have access to accurate information.
Community members may not work well together.

Examples
Learning and Performance Network
Working Groups (20+ groups on Kix)
HR Network
Communities of Practice (SocialCast-85+groups)



4. Experts and Expertise

What is it?
Experts and expertise are individuals, groups of individuals or systems that have through
deliberate practice acquired knowledge and skills that can be differentiated from beginners or
from those less experienced.

The Big Idea
Experts have valuable knowledge and the capacity to share insights that result in a signiﬁcant
learning and performance gain.

Pros and Cons
Pros:
Experts and expertise are useful when individuals are new to or are less experienced in a subject
area and are seeking help to solve a problem, gain knowledge or become experts themselves.

Cons:
Experts are very busy.
Experts may be geographically distant.

Examples
International Technical Advisors
Technical Services
Functional Departments
Individual Experts



5. Information Libraries

What is it?
Information libraries are places where bodies of knowledge or expertise are electronically
housed. It involves gathering, organizing and managing knowledge (manuals, policies,
documents, etc) so people can access it when necessary.

The Big Idea
Information when used, can be valuable knowledge to address learning and performance
challenges, though it must be made easy to access.

Pros and Cons
Pros:
When compared to paper based repositories, it is easier to update, and organize.
Users may ﬁnd it easier to search for and ﬁnd information.
It may be used to provide users with anytime, anyplace access to information.
Cons:
It may require technical skills to design and develop an information library.

Examples
KIX
H: Drive at HQ in Washington, DC



6. Performance Support

What is it?
Performance support is any job aide, manual, toolkit or support that helps in a speciﬁc job task
being completed faster, cheaper or better.

The Big Idea
With a right performance support readily available people have the opportunity to improve their
performance.

Pros and Cons
Pros:
Performance support is useful when:
A speciﬁc job task is performed infrequently.
When someone requires assistance.
When someone would like to perform a task faster, cheaper or better to increase productivity.

Examples
Quick Start Manual
Lawson Quick Review Guides
Field Financial Manual
Toolkits (on Kix)
Case Study Library on Kix
DELTA Companion
“Not So Lonely Planet” Innovation Handbook
KIX Video Tutorials



7. Mentoring and Coaching

What is it?
Mentoring is when a more experienced or knowledgeable person helps someone who is less
experienced achieve their goals. This is often a formal relationship characterized by regular
communication that occurs within the context of career advancement.

Coaching is when a supervisor assists their direct report in improving their job performance.

The Big Idea
A mentor can offer ongoing or temporary support to a less experienced staff member in order to
address a shared goal. A coach can offer ongoing or temporary support to improve a staff
member’s job performance.

Pros and Cons
Pros:
Mentoring is useful when an employee would like assistance in developing the necessary skills,
behaviors and attitudes that will help them move up in their careers.

Coaching is useful when an employee would like to move away from a negative issue (e.g. a bad
habit) or move toward a positive outcome (e.g. acquire a new skill).

Examples
CR
Mentoring Program



SELF TEST
Congratulations! Having read pages 2-8, you now know about the seven key types of learning
and performance in the Learning and Performance Architecture.

Please move on to the three scenarios on page 10 to evaluate your knowledge and improve your
ability to identify solutions that will enhance learning and performance.



SCENARIOS

Instructions
Read the scenario below and choose the answer (s) that is most likely to enhance Sanjay’s, Pedro’s and
Catalina’s opportunities to learn and perform. Solutions are provided on page XXX

Scenario-1:
Sanjay works in a small country surrounded by more mature PSI programs. The country
team has just won its first major proposal after just getting by on funding for over 3 years.
Sanjay has been asked to join an 8-member team to run the program. Sanjay is the most
junior staff member on the team and will have no direct job responsibilities. However,
the team leader told him that if he can sharpen his management skills he will be put in
charge of one component of the program in one year. Given the scenario, what kind of
learning and performance resources would you recommend to improve Sanjay’s
management skills?

A. Online Training
B. Mentoring and Coaching
C. Performance Support

Scenario-2:
Pedro and the family planning team have just returned from a donor meeting. The donor has
switched gears after 16 months and has asked PSI to add a new family planning service to
the social franchising network. The donor expects them to launch in 60 days. Pedro has
heard of the service but does not really know anything about this highly technical
intervention. Aware that PSI is already running the service in five other countries, the
donor has asked for a top line briefing in one week on two key issues.
Given the scenario, what kind of learning and performance resources would you
recommend to Pedro?

A. Online Training
B. Communities and Networks
C. Experts and Expertise

Scenario-3:
This morning the CR notified Catalina that they won the PSI HIV/Aids proposal. The CR
wants to meet in the afternoon to start working on the project. As the #2 person on this
project Catalina has a chance to shine in front of bosses and peers. To succeed, she will
need to get up to speed on a set of interventions that PSI has not implemented in this
country program. Given the scenario, what kind of learning and performance resources
would you recommend to Catalina?

A. Information Library
B. Experts and Expertise
C. Classroom Training



SOLUTIONS

Scenario-1
A. Online Training*
B. Mentoring and Coaching*
C. Performance Support

A. Online Training. This is correct!
Sanjay has about a year too improve his management skills. Sanjay is likely to
benefit from and has ample time to complete formal learning. Through Online
Training, Sanjay can deepen his understanding of key management related facts,
concepts and principles

Keep in mind: When an individual has limited knowledge or experience, an instructor who can
provide guidance in either a classroom or online is a sound choice.

Access the Mentoring and Coaching option which is also a correct choice.

B.
Mentoring
and
Coaching.
This
is
correct!
Sanjay may benefit from the experience of a coach or a mentor. In this scenario, Sanjay may
benefit more from a mentor, someone who has more experience and knowledge and could help
someone like Sanjay achieve his goals. Sanjay has plenty of time to find and work with a mentor
to begin his journey to becoming an expert.

Access the Online Training option, which is also a correct choice.

C. Performance Support.
You did not choose the best solution. Though Performance Supports are an important
management tool, they are intended to aid or assist an individual complete a task. What Sanjay
needs is opportunities to learn key management concepts and principles. Please try again.



Scenario 2
A. Online Training
B. Communities and Networks*
C.Experts and Expertise*

A. Online Training.
You did not choose the best solution for this scenario. Consequently, Pedro was
not able to access the right information and donor is unsure about moving forward.

The biggest concern in this scenario is that Pedro needs to gather information in a
short time period (one week) in order to answer the donor’s questions. This is
probably insufficient time to find and take a course as well as prepare a presentation for the
donor about a new family planning service.

Keep in mind: Remember that Online and Classroom Training are best suited to helping
individuals’ learn complex topics over an extended period of time. Online training in this
scenario is unlikely to give Pedro the information he needs in the time he needs it to solve
Pedro’s challenge.
Please try again.

B. Communities and Networks. This is correct.
If Pedro can rapidly locate the other PSI staff responsible for running the Family Planning
Service in other countries, he will have access to colleagues with firsthand experience. These
individuals will understand the benefits and challenges of the Family Planning Service and will
be able to share key insights.

Keep in mind: Communities and Networks are a very significant resource. They can provide you
with quick access to individuals who share challenges, problems and contexts similar to your
own. Most importantly, they may have already found the answer you are looking for.

Access the Experts and Expertise option which is also a correct choice.

C. Experts and Expertise. This is correct!
If Pedro can quickly access Experts, individuals who have a detailed knowledge of the Family
Planning Services, he will be able to rapidly deepen his understanding of this intervention.
Experts have a deep theoretical understanding that informs their actions. Whereas many people
know how to implement a solution, Experts know why one solution is better than another.

Keep in mind: Experts may have worked in a wide variety of contexts and settings. This may
allow you to draw on potential experience and situations that may not be exactly the same as
yours but that may still be very useful insights in your context.

Access the Communities and Networks option which is also a correct choice.

12


Scenario 3
A. Information Library*

A. Information Library. This is correct.
Catalina was able to locate the information she needed within a few hours to lead
a discussion on interventions that might be implemented. Her colleagues were
impressed with her knowledge.

Keep in mind: Information Libraries provide a physical or virtual space where information and
documentation can be stored and rapidly and easily accessed. The best information libraries can
be accessed 24 hours a day from anywhere in the world.

You did not choose the best solution for this scenario. Consequently, Catalina spent all
of her time on the phone trying to track down experts in the ﬁeld and she still does not have
information she needs. Experts, as Catalina discovered are not always available on short notice.

Keep in mind: While Experts could certainly share information, an Expert is most valuable when
they are able to share their understanding and insights. In this scenario, Catalina simply needs
information.

Please try again.

You did not choose the best solution for this scenario. Catalina spent most of her preparation
time looking for a good course to take and was not prepared for her meeting.

Keep in mind: Catalina needs quick and easy access to information and documentation about PSI
interventions so that she can lead a discussion with her colleagues during the afternoon meeting.

Please try again.



LEARNING AND PERFORMANCE JOB AID
On pages 15-16, you will ﬁnd a job aid. Please print off a separate copy of the job aid and post it
to an ofﬁce bulletin board, or some place that you can access it when necessary.



Learning and What is it? Big Idea Pros/Cons
Performance

Classroom Classroom training is any An instructor and learners Pros:
Training training that is led by an meet face-to-face in a It is quick to develop and deliver.
instructor who is face-to- location for a set period of It is useful for small groups.
face with learners. time. Typically, the It is useful when learners require immediate
instructor has the feedback on their learning and when the content is
information which is shared complex or highly context specific.
with the learners.
Cons:
It can be difficult to deliver to large groups.
If the content changes quickly it can be difficult to
update classroom training.
It requires that you have access to classrooms and
qualified instructors.
It requires that people take time away from their
jobs.

Online Online training is Online learning has the Pros:
Training training that is available potential to provides access Ability to standardize instructional content.
through the Internet. to learning at anytime, in It can enhance access for learners who are
any place, and at the learners distributed in place or time zones.
pace. It can provide learners with a “safe” environment
where they take control of the learning pace,
frequency and duration.
It can be completed on the job.

Cons:
It can be costly to develop.
Learners may require technology skills and access
to computers.
It may be unfamiliar to learners.

Communities, Communities, Networks Some learning is best Pros:
Networks, and Groups create accessed through a Communities, networks and working groups are
opportunities for people community, network or useful in connecting people all around the world
Groups who share a common group, especially around a common subject, idea or problem. It is a
interest, goal or problem knowledge, skills or fast and efficient problem-solving tool.
to share ideas, and attitudes that are not easily Communities can create opportunities for
information as well as translated to “regular” members to learn together.
best practices. instruction.
Cons:
The community may not have access to accurate
information.
Community members may not work well
together.

15


Learning and What is it? Big Idea Pros/Cons
Performance

Experts and Experts and expertise are Experts have valuable Pros:
Expertise individuals, groups of knowledge and the capacity Experts and expertise are useful when individuals
individuals or systems to share insights that result are new to or are less experienced in a subject
that have through in a significant learning and area and are seeking help to solve a problem, gain
deliberate practice performance gain. knowledge or become experts themselves.
acquired knowledge and
skills that can be Cons:
differentiated from Experts are very busy.
beginners or from those Experts may be geographically distant.
less experienced.

Information Information libraries are Information when used, can Pros:
Libraries places where bodies of be valuable knowledge to When compared to paper based repositories, it is
knowledge or expertise address learning and easier to update, and organize.
are electronically housed. performance challenges, Users may find it easier to search for and find
It involves gathering, though it must be made easy information.
organizing and managing to access. It may be used to provide users with anytime,
knowledge (manuals, anyplace access to information.
policies, documents, etc) Cons:
so people can access it It may require technical skills to design and
when necessary. develop and information repository.

Performance Performance support is With a right performance Pros:
Support any job aide, manual, support readily available Performance support is useful when:
toolkit or support that people have the opportunity A specific job task is performed infrequently.
helps in a specific job to improve their When someone requires assistance.
task being completed performance. When someone would like to perform a task
faster, cheaper or better. faster, cheaper or better to increase productivity.

Mentoring Mentoring is when a A mentor can offer ongoing Pros:
and Coaching more experienced or or temporary support to a Mentoring is useful when an employee would like
knowledgeable person less experienced staff assistance in developing the necessary skills,
helps someone who is member in order to address behaviors and attitudes that will help them move
less experienced achieve a shared goal. A coach can up in their careers.
their goals. This is often offer ongoing or temporary
a formal relationship support to improve a staff Coaching is useful when an employee would like
characterized by regular member’s job performance. to move away from a negative issue (e.g. a bad
communication that habit) or move toward a positive outcome (e.g.
occurs within the context acquire a new skill).
of career advancement.

16


NOTES

17


REFERENCES

1. Rosenberg, M. (2006) Beyond E-Learning. Pfeiffer. San Francisco, CA.

Note: The Learning and Performance Architecture has been adapted from Marc
Rosenberg.

Graphic Resources:

1. ISD Group at Sun Microsystems provided the character graphics and office
background slides. These templates were developed by Martin Hardee and the web
design teams at Sun Microsystems. http://www.designcomics.org/scenes.html

2. The Learning and Performance Architecture graphic on page one was retrieved from
KIX: www.kix.psi.org . Keyword search “Learning and Performance”.

18

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