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

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3. 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.”

4. 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

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

6. 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

7. 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%

8. 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

9. 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

10. Situational Judgement Assessment
An example:

11. 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

12. 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

13. 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)

14. 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
Confidence

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

16. 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

17. 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

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

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