Advancing the Role of L&D: Becoming a Critical Channel in Executing Strategy Presented by: David Yesford, Senior Vice President Wilson Learning Worldwide Session TU108

2 © Wilson Learning Worldwide Inc.  Challenge you to rethink your role in L&D  Build the case—what is the opportunity for L&D?  Present three simple strategies to help your internal client “buy”  Deliver business value through Learning and Development Purpose, Process, Payoff Process PayoffPurpose

3 © Wilson Learning Worldwide Inc. What are your biggest challenges in being a strategic voice within your organization?Challenge

4 © Wilson Learning Worldwide Inc. What Business Are We In? “The Problem Solving Business” The difference between what I have and what I want or need

5 © Wilson Learning Worldwide Inc. Schwartz, Agarwal, Bersin & Pelster (2015). Global Human Capital Trends 2015: Leading in the new world of work. 78% of global executives rate L&D as Important/Very Important 31% of global executives rate L&D as Ready/Fully Ready

6 © Wilson Learning Worldwide Inc. Business Partner/ Problem Solver How to Influence HR Generalist Order taker Needs Priorities Interests Understand and respond to the internal client’s Solves Organization’s Problem

7 © Wilson Learning Worldwide Inc. Two Attitudes Client Focused Attitude Functional Focused Attitude

8 © Wilson Learning Worldwide Inc. Two Attitudes Client Focused Attitude Functional Focused Attitude Why don’t they value me? Why won’t they cooperate? I’m here to do a project. Functional Focused Attitude

9 © Wilson Learning Worldwide Inc. Two Attitudes What can I do to understand them? I’m here to be a problem solver. I’m here to find solutions. Functional Focused Attitude

10 © Wilson Learning Worldwide Inc. Client Focused Attitude Functional Focused Attitude

11 © Wilson Learning Worldwide Inc. Who’s in control?

12 © Wilson Learning Worldwide Inc. Demonstrates honesty, empathy, and integrityAsks the client relevant questions to discover needs Provides clear, value-based information about the solution Follows up consistently Problem-Solving Attitude Strives to understand and respond to client concerns

13 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies to Be Client Focused

14 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals position themselves and their capabilities as a trusted advisor long before the organization is ready to use.

15 © Wilson Learning Worldwide Inc. The internal client and L&D professional work from the same side of the table to bring their expertise, experience, and knowledge to solve the problem. Trusted Advisor

16 © Wilson Learning Worldwide Inc. Approach to Empathy Anticipate Customer Concerns Anticipate Customer Concerns 1 Convert Concerns into Questions Convert Concerns into Questions 2 Answer Customer Questions Answer Customer Questions 3 © Wilson Learning Worldwide Inc.

17 © Wilson Learning Worldwide Inc. Approach to Credibility Propriety

18 © Wilson Learning Worldwide Inc. Approach to Credibility Competence

19 © Wilson Learning Worldwide Inc. Approach to Credibility Commonality

20 © Wilson Learning Worldwide Inc. Approach to Credibility Intent

21 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies

22 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals know how to use their expertise to tie the internal customer- defined needs to the organization’s strategy and critical success factors.

23 © Wilson Learning Worldwide Inc.  Increased Revenue  Decreased Costs  Increased Quality/Engagement  Decreased Effort What to Discover: Task Motives TASK Motives

24 © Wilson Learning Worldwide Inc.  Power  Approval  Recognition  Respect What to Discover: Personal Motives Personal Motives

25 © Wilson Learning Worldwide Inc. How to Agree—The Discovery Agreement Ask Permission Describe Next Steps Request Agreement Review Current Desired Gap

26 © Wilson Learning Worldwide Inc.  Steady increase in the turnover  High percentage of sick days  “Command and control” form of leadership  Employees complain of a lack of overall engagement  Your internal client is the head of this department ▴ Personally committed to solving this issue ▴ Wants to be identified with solving this strategic issue  Your internal client wants to change leaders’ behavior ▴ Create a more participative/supportive type of work environment ▴ A culture of Opportunity, Personal Accountability, Connectedness, Inclusion, and Validation Example Situation

27 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies

28 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals know that value is in the eye of the internal customer.

29 © Wilson Learning Worldwide Inc. Making Sense of Complexity Solution Summary Advantage Statement Benefit Statement Discovery Agreement © Wilson Learning Worldwide Inc.

30 © Wilson Learning Worldwide Inc. Solution Summary Advantage Statement Benefit Statement Describe what it is Describe how it works Discovery Agreement © Wilson Learning Worldwide Inc.

31 © Wilson Learning Worldwide Inc. Task Motives Solution Summary Advantage Statement Benefit Statement A direct appeal to TASK Motives Agreement Discovery Agreement © Wilson Learning Worldwide Inc.

32 © Wilson Learning Worldwide Inc. Personal Motives Solution Summary Advantage Statement Benefit Statement A direct appeal to PERSONAL Motives Discovery Agreement Close Agreement © Wilson Learning Worldwide Inc.

33 © Wilson Learning Worldwide Inc. Making Sense of Complexity Solution Summary Advantage Statement Benefit Statement Discovery Agreement © Wilson Learning Worldwide Inc.

34 © Wilson Learning Worldwide Inc.  Proven method of developing leaders...  Research clearly shows that a leader’s ability to engage others to commit their full energy increases bottom line revenue, profitability, and share price.  The solution is proven and scalable... S-A-B Statement Example Classroom Application Skill Assessment Skill Assessment

35 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies... and the discipline to execute

36 © Wilson Learning Worldwide Inc.  Mindset: ▴ Understand and believe you are truly there to provide the right solution to solve the internal client’s problem  Three Strategies: ▴ Creating the “Trust” in Trusted Advisor ▴ Discover the internal client’s “Motives” ▴ Link to true “Value” for the internal client and your organization  Discipline: ▴ Always follow the process—it gets results! What We Need to Do

37 © Wilson Learning Worldwide Inc. Waiting to be invited to the strategic table? No invitation required!

38 © Wilson Learning Worldwide Inc.  Sign up to receive our new article: ▴ “Delivering Business Value Through Learning and Development”  Join our LinkedIn Groups: ▴ Wilson Learning Worldwide ▴ Wilson Learning Facilitators  Follow us on Twitter: Ways to Continue the Learning

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