The Value of Communication Skills: Validation by Metrics KATHLEEN REDD | VP, Global Training, Mandel Communications JOHN R. MATTOX, II PH.D. | Director of Research, KnowledgeAdvisors

What do customers say about Mandel Communications? One word: Perfect! “ ” One of the best trainings I ever attended. “ ” I really enjoyed all of the video activities and being able to see necessary areas for improvement. “ ” What do customers say about Mandel Communications? Wonderful course - I look forward to taking more from Mandel! “ ” The trainer was FANTASTIC!! “ ”

Survey Comments

Soft skills can be measured… and they do add value Let us show you how!

Our plan for today Who are we? What did we do? What did we learn? How might this add value to your organization?

Who are we?

Be Heard Stories you need to tell Proposals you need to present Solutions you need to sell Deals you need to close Meetings you need to lead People you need to motivate Strategies you need to drive Customers you need to brief Be Heard Ideas you need to pitch Updates you need to explain Opportunities you need to promote Analysis you need to bring alive Speeches you need to deliver Executives you need to influence Concerns you need to raise Recommendations you need to make (transition from opening slide free, client specific SCIPAB) SLIDE 1: Every time we find ourselves tasked to make a presentation to a group of people, it’s because we have a need to be heard. There are countless reasons as to why we might be presenting. <animation> This is by no means a complete list, but it does give a sense of the variety of high stakes business situations that can create the need for a presentation. [make reference to any relevant information from the CIS and/or pre-workshop surveys, then ask participants for any additional presentation scenarios where they need to be heard – keep it brief] These are important issues… otherwise you wouldn’t be presenting on them. <transition> This means you have to make every presentation count, but being heard in a presentation isn’t always easy. © 2012 Mandel Communications, Inc.

Be Heard You Listener

Make Every Communication Count Understand Trust You See the Value Be Heard Moment of Truth You Listener

Make Every Communication Count Skills Tools Understand Trust You See the Value Moment of Truth You Listener

KnowledgeAdvisors Value We are a Learning & Talent Analytics company Utilize learning and development to drive business outcomes Improve the effectiveness and business impact of talent development Consulting expertise and Science-based methodology for Predictive Analytics Cloud-based automation plus benchmarks In many organizations, there are reasons why measurement isn’t necessarily optimized. It could be because there’s a challenge in reporting your metrics to executives, within and outside of learning. It could be the issue of trying to align learning to a business outcome or business objective. It could be the issue of trying to run training like a business, such as other different departments within your organization. There’s also the ability to try to reduce the administrative burden of measurement and that’s a challenge. Finally, there’s always a challenge of objectively optimizing your learning investments, in fact trying to do that when there’s not a lot of money, time or people to make it happen. So these are some common challenges.

500+ Clients 4 of 5 Best Places to Work 9 of 10 Training Hall of Fame Technology Energy Healthcare Government Consumer & Retail Business Services 100% of the top 5 accounting firms in the world use Metrics that Matter to measure learning investments #1 retailer in the U.S. uses Metrics that Matter to measure learning effectiveness The world’s largest bank uses Metrics that Matter to measure training investments The world’s experts on learning measurement are on KnowledgeAdvisors advisory board (Phillips, Brinkerhoff, Kirkpatrick(retired), Bersin, Fitz-Enz, Vance, Anderson) Industrial Financial 14 Brandon Hall Talent Management 2012 winners 9 of 10 Training Hall of Fame

Optimize Talent Development Set Goals Monitor & Report Efficiency Effectiveness Outcomes Volume Utilization Investment Content Delivery Learners Financial Operational Workforce Our goal is to help you optimize your talent development programs. High performing learning organizations have established a continuous improvement process, in which they set goals across these key areas of operational efficiency, learning effectiveness, and alignment to business outcomes. L&D professionals monitor and report on these areas and analyze the results to make better decisions and take action where needed to improve. Improve Analyze

What did we do?

We Asked Questions Do the products build critical communication skills and business skills? Do those skills get applied effectively on the job? Does application lead to individual performance and business performance improvement? Do the products contribute to the bottom line for the learner’s organization?

Measurement Methodology A Follow-up Training Evaluation was distributed Results were compared with benchmarks Interviews were conducted with individuals that had both positive and negative experiences Buyers were also interviewed

Response Data Data collected between November 12, 2013 through November 26, 2013 Surveys Sent: 2981 Survey Responses 416 416 2981 Response Rate Overall: 14%

Demographics: Geography Three quarters (75%) of respondents are based in North America The next largest group is from EMEA (16%) Asia / Pacific and Latin America account for less than 6% of responses each

Demographics: Industry Technology 49% Oil & Gas 19% 83% of all respondents are from these five groups All other industries < 5% of responses each Financial Services 6% Food & Beverage 5% Insurance 4%

Demographics: Courses Completed These are the top three courses across all customers: Effective Presentation Skills All other courses comprised 10% or less of responses for all three groups High-Value Business Conversations Think and Speak for Results Option All Others Cisco BMC Effective Presentation Skills 35.6% 35.3% 83.5% Think and Speak for Results 27.3% 7.4% Business Presentation Skills 8.3% Executive Briefing Center Presentations 6.7% High-Value Business Conversations 5.1% 19.1% 16.5% Sales Presentation Skills 4.0% Presenting for Impact 3.6% Presentation Skills for Technical Professionals 3.2% Building Business Partnerships 2.4% Influencing with Stories 1.6% Winning Finalist Presentations Becoming a Breakthrough Communicator 0.4% Making the Executive Connection 2.9% Creating Clear & Compelling Messages 10.3% Delivering Effective QBRs 8.8% Effective Business Presentations Professional Consulting Development Program 4.4% Making the CxO Connection Talent Acceleration Program: Communications Effectiveness Presenting to Build Trust 1.5% Executive Coaching Partner Executive Presence

Top 5 Roles of Respondents Demographics: Roles Top 5 Roles of Respondents Sales IT Professionals Management Engineering Consulting

What did we learn?

91% A Positive Experience Results: Learners are very positive about their Mandel Communications experience 91% Learners indicate that Mandel Communications training is “Somewhat Better” or “Much Better” compared to other corporate training they have attended

What differentiates Mandel Communications? High quality instructors Practice opportunities and feedback Tools and Templates (e.g., SCIPAB)

83.4% 79.3% A Positive Experience Results: Learners are very positive about their Mandel Communications experience 83.4% Learners resoundingly indicate that they would recommend Mandel Communications training to their friends and family. 79.3% Net Promoter Score Very few detractors (4.15%) NPS Leaders 2012: USAA—Banking 86% Amazon Online Shopping 76%

Rate your confidence in your communication skills Confidence Increased Results: Rate your confidence in your communication skills Before Training After Training Gain 61% 81% 32.7%

Learners Applied the Skills on the Job Results: 87% Learners indicate they have been able to apply what they learned from Mandel Communications training Mandel: 4.26 Benchmark: Against all corporate universities (12,406,182 responses) Benchmark: 4.17 Scores: Average score on a 5-point scale (1 – strongly disagree and 5 = strongly agree)

Minimal Scrap Learning Results: 4% Scrap: Learning that is not applied within 6 weeks of training Mandel: 4% Benchmark: Benchmark: Against all corporate universities (12,406,182 responses) 13.6% Lower scrap rates are better; equals more learning applied on the job

Job Performance Improved Results: 79% Learners indicate that Mandel Communications has improved their job performance Mandel: 3.99 Benchmark: Benchmark: Against all corporate universities (12,406,182 responses) 4.02 Scores: Average score on a 5-point scale (1 – strongly disagree and 5 = strongly agree)

Significant Return on Expectations Results: 92% Learners indicate training was a worthwhile investment in their career development Mandel: 4.43 Benchmark: Benchmark: Against all corporate universities (12,406,182 responses) 4.19 Scores: Average score on a 5-point scale (1 – strongly disagree and 5 = strongly agree)

Useful Tools and Materials Results: 78% Learners indicate the participant materials have been useful on the job Mandel: 4.00 Benchmark: Benchmark: Against all corporate universities (12,406,182 responses) 4.01 Scores: Average score on a 5-point scale (1 – strongly disagree and 5 = strongly agree)

How might this information be valuable to you?

Results: Behaviors Improved Percentage of respondents indicating that these behaviors have improved because of Mandel Communications training

Training’s Impact on Behaviors Estimate: Given all factors, including this training, estimate how much your job performance related to increasing quality of presentations has improved since the training. Isolate: Based on your response to the prior question, estimate how much of the improvement in increasing quality of presentations was a direct result of this training. For example if you feel that half of the improvement was a direct result of the training, enter 50% here. Adjust: 65% A second isolation is not needed here because the survey asked about a specific behavior and how much it training has improved performance related to that behavior (rather than performance in general). How is impact calculated?

Computing Performance Impact Increasing the Quality of Presentations. Learners were asked to Estimate how much their performance in this area would improve in the 12 months following training. Then they were asked to Isolate how much of that improvement they could attribute to training. Estimate Isolate Adjust 51.7% 42.1% 65% 14.1% Multiplying these values provides insight into how much training impacts performance. However, we need to adjust for response bias—learners tend to over estimate performance improvement by 35%, so we multiply by 65% to produce the estimated, isolated and adjusted value for performance improvement. Factor Item Amount Estimate Estimate how much you expect your job performance related to the course subject matter to improve in the next 12 months. Include in your estimate any performance improvements due to this training, as well as all other factors like on-the-job experience, incentives, and process improvements. 51.7% Isolate Based on your response to the prior question, how much of the improvement will be a direct result of this training, as opposed to other factors? 42.1% Adjust An adjustment for response bias, confidence, and conservatism. 65%

Learner Comments – Application of Training If you were successful in applying this learning, please provide one tangible example of how you applied it: “I use the blueprint often when planning a presentation or meeting. I have even used the methodology when preparing for a difficult phone conversation or voicemail.” “During an external client meeting I used the SCIPAB to build a targeted presentation which helped to clearly articulate complex software in a minimum amount of time, I also use SCIPAB for internal meetings with other consultants to ensure I am effectively expressing my ideas to the teams.” “The key areas of growth for me personally after having taken the training focus more on the public speaking aspects rather than formatting of the messaging. I have however employed some of these techniques, but wasn't a key growth area.” “At our national sales meeting I presented without notes and away from a podium. I had multiple people come up and tell me that they noticed the change and were impressed with my improvement in presenting.”

Monetary Value of Improvement —All Others Average Monetary Value Impact Due to Training Value 723K 11.0% $79,555 / Person Examples $700K (the cost of performing a complete survey, which will be wasted if the results are of poor quality) Currently handling a project of 4M+ Saved about $2,500 of internal workforce effort. Agreement will bring $700K per year The partnership may eventually lead to some productivity gains that could save $100- $200K per year Approximately $10,000 to $15,000 per day to use the lab for a 14 day period 87 responses 66% said “I don’t know”, “N/A” or “Hard to calculate” 13% (11 people) provided estimates Range: $2,500 - $4,000,000 Average: $723,227 Impact due to training: 11.0% Monetary value of training: $79,555 / person

Monetary Value of Improvement —Client B Average Monetary Value Impact Due to Training Value 772K 14.4% $111,200 / Person Examples Having the confidence to sell Professional Services to clients resulting in approx. $500,000.00 in additional revenue for Client B Professional Services $300K in Services revenue $1M added to pipeline $3.2M overall deal closed The S deal where we did the echo back I believe will be in the region of $500k for Client B’s FY15 38 responses 76% said “I don’t know”, “N/A” or “Hard to calculate” 24% (9 people) provided estimates Range: $100,000 - $3,200,000 Average: $772,222 Impact due to training: 14.4% Monetary value of training: $111,200 / person

Soft skills can be measured… and they do add value Continue your investment in soft skills/communications training Measure your own results Benefits within your own organization: improved efficiencies of communications, better conversations and presentations, increased confidence, tens of thousands of dollars in improved productivity per person trained With the right partner, it is not that difficult to measure! Thanks to KnowledgeAdvisors

Thank you for joining us! KATHLEEN REDD | VP, Global Training, Mandel Communications JOHN R. MATTOX, II PH.D. | Director of Research, KnowledgeAdvisors