PL8.1 Confidence and Competency in Mission Critical Environments Andrew Stevens CEO/Managing Director CNet Training

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Confidence and Competency in Mission Critical Environments “Risk affects every organization, yet many businesses struggle to accurately identify and counter risks effectively.” “Understanding likely behavior is crucial in mission critical environments.” “How can you be sure that your employees’ behavior is compliant to your business continuity and disaster recovery plans.”

Confidence and Competency in Mission Critical Environments Processes don’t cause businesses to fail, PEOPLE do Most businesses implement good processes and training but the majority don’t understand how this translates into likely behaviors Not understanding your people is one of the biggest risks your organization faces today

Employers need to understand and address employee behavior that may pose a risk to the organization

Confidence and Competency in Mission Critical Environments It's a simple fact that many data center facilities often overlook the essential need for their teams to be both competent and confident within their roles Yet the human touch is one that can be addressed relatively easily By simply analyzing and measuring these factors within their teams, data center managers can identify, manage and mitigate people risk

Some Key Facts 20% 50% 30% A Typical Workplace Can achieve OPTIMAL PERFORMANCE High Understanding / High Confidence 20% Have immediate KNOWLEDGE GAPS Lack of Understanding 50% 3. Are potentially at RISK Misunderstand / Misplaced Confidence 30%

Some Key Facts Organizations train their best employees… There is a huge difference between testing someone’s memory with traditional knowledge based exams and knowing how individuals will actually behave in a situation How can organizations be totally sure the training employees have had has been successful Measuring knowledge, confidence and competence levels will provide this useful feedback

Situational Judgement Assessment Provide far more information than straight forward multiple choice questions Each question: Is based on a certain scenario (relevant to a job role) Has several answers to choose from Once answer chosen the individual then rates how confident they are with their answer

Situational Judgement Assessment An example:

Gain Valuable Insights Data gained from the questions will provide valuable information to understand: Current employee behavior What each employee UNDERSTANDS DOES NOT UNDERSTAND MISUNDERSTANDS What each employee’s CONFIDENCE is in what they think they understand Which employees are going to: Apply what is RIGHT Apply what is WRONG

Gain Valuable Insights You can also: Understand where the knowledge, skills and ability gaps are Understand where the risks are Prioritize interventions based on risk level Analyze both individuals and teams You can set your own ideal score to show where you would like to be and benchmark against it

Confidence is on a scale from +1 to +100 Measuring and Scoring Confidence is on a scale from +1 to +100 Above B Benchmark Some Understanding Misunderstanding 50% Correct 100 Standard (benchmark)

Measuring and Scoring Knowledgeable = Confidently Knowledgeable = Some Support to become more confident Confidently Knowledgeable = Maintain current level Some Understanding = Targeted coaching needed Understanding Misunderstanding = Targeted training needed Misunderstanding High = Training required 0 25 50 75 100 Confidence

Undertake Appropriate Interventions General support Coaching Mentoring On-line learning Targeted training Detailed classroom led training

Prove Effectiveness of Intervention Undertake a similar assessment post-intervention to ensure all gaps have been filled Create individual development plans to measure against in the future

Future Proofing Applying this concept to teams will create stronger and more focused outcomes The concept could also be used as a recruitment tool to understand strengths and weaknesses of potential employees Create future and on-going development plans Create development budgets, with no surprises Provide evidence of knowledge and assessment within your organization’s insurance documentation

Summary People risk can be mitigated This approach helps to protect organizations Provides reassurance for individuals, managers and all stakeholders

Thank you CNet Training www.cnet-training.com info@cnet-training.com Andrew Stevens CEO/Managing Director CNet Training www.cnet-training.com info@cnet-training.com