This section shows how to improve performance by building support beyond the training team.
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Onboard managers to support their teams.
Example:
Managers attend a session on the purpose of the program, how to model behaviours, coach their team, and remove barriers to change.
Rationale:
Managers have more influence over day-to-day performance than trainers. Their involvement makes the program more likely to change how people work, reducing the need for follow-up.
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Onboard super-users to support their colleagues.
Example:
Super-users attend a session to deepen their understanding of tasks and behaviours, practice observing and coaching others, and learn how to use job aids when supporting colleagues.
Rationale:
Super-users give colleagues timely support on the job, reducing reliance on trainers. Job aids help keep that support consistent.
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Assign ownership for each area of the program.
Example:
For a new onboarding program, decide who is responsible for updating the learning materials and maintaining support.
Rationale:
Programs often fail because no one is responsible for maintaining them.
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Run regular check-ins for support roles.
Example:
Each week after launch, managers and super-users meet for 30 minutes to review common questions, agree on the right answers, and share issues that need to be fixed.
Rationale:
When managers, super-users, and coaches use the same guidance, learners get fewer mixed messages. This reduces confusion, repeat questions, and extra follow-up.
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Set up peer-support pairs.
Example:
Less experienced employees are paired with more experienced peers and encouraged to meet each week to discuss challenges and share what is working.
Rationale:
Peer-support pairs give less experienced employees timely help on the job, reducing reliance on facilitators.
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Set up a group chat for support.
Example:
A group chat connects participants, facilitators, and coaches. Learners can post questions and get help from peers and experts.
Rationale:
Peers can often answer each other’s questions, reducing facilitator workload and helping more people get timely support.