How to Create a Competency-Based Training Program

1. How to Create a
Competency-Based
Training Program

2. Definition of Competency-Based
Training
How to Implement Competency-
Based Training
How to Utilize Needs and
Performance Analysis
Identifying and Establishing Core
Competencies
Identifying Performance Gaps
Competency Mapping to Create
IDP’s

3. Traditional Training (Educational)
Model
• Based on model from schools &
universities
• Appointment-Based
• Trainer Focused

4. What is Competency-Based Training (CBT)?
• Skills – tasks, knowledge and attitude
• Platform for learning and organizational
development
• Focus on traits and skills needed to meet
strategic objectives

5. Key Characteristics of CBT Programs
• Competencies aligned to strategic goals
• Knowledge to support performance
• Training designed to affect behaviors tied to
competencies
• Success = achievement of specified competencies
• Pre-assessment
• Self-paced

6. Advantages of CBT Programs
• Focus on success
of each learner
• Learner confidence
grows as they
achieve mastery
levels
• Time is used
efficiently

7. Implementing CBT

8. Core Skills Development
Needs Analysis
Competencies Assessment of an IDP
CBT – Implementation Process

9. Step 1: Needs Analysis
How do specific teams support achievement
of organizational goals?
How do individuals support
achievement of department or
team goals?
What is the organization
trying to achieve?

10. Step 2:
Competencies
• What characteristics &
capabilities are critical to
the success of your
organization’s overall
mission & goals?
• For departments, groups
and teams?
• What are the common
traits and strengths of
top performers?

11. Step 3: Skill Gaps
Difference
between
current
levels
& desired levels =

12. Collecting Skill Gap Data
• Interview managers
& employees
• Interview top
performers
• Questionnaires /
Surveys
• Historical data

13. Step 4:
Individual Development Plans
Needs
Gaps
Development
activities

14. Integrating with Talent Management
Recruiting/
Hiring
Core
Compensation Development
Competencies
Assessment/
Promotion

15. Competency Mapping to Create IDP’s
Competency mapping provides a broad
view of an employee’s individual strengths
& weaknesses, as it relates to their
personal career development, as well as
organizational efficiency, and bottom-line
results.

16. Sample Service Skills Assessment
• Auto generated
by LMS
• Based on Job
Role
• Assigned to
Peers, Managers
& Subordinates

17. Sample Service Gap Analysis
• Lists Competency
Ratings
• Identifies above
and below
standard ratings
• Links to
development
activities
• Basis for IDP

18. Individual Development Plans (IDPs)
• Nurture individual
strengths
• Target specific skill
gaps & challenges
• Track & monitor
individual progress
Specific courses &
development
activities

19. Sample Customer Service Competencies
Relationship Building
Concern for Quality
Achieving Results
Developing Others
Initiative
Communication
Flexibility
Inspire Trust & Confidence
Decision Making
Team Work
Service Orientation

20. Sample Customer Service Competencies
Relationship Building
Concern for Quality
Achieving Results
Developing Others
Initiative
Communication
Flexibility
Inspire Trust & Confidence
Decision Making
Team Work
Service Orientation

21. Service Competencies - Curriculum
Behaviors:
• Organize and express
Communication ideas clearly orally and
in writing.
• Keep managers and
others informed of the
status of projects and
activities
Courses:
1. Organize to
Remember
2. Communicate to
Increase
Understanding

22. Service Competencies - Curriculum
Behaviors:
• Follows procedures to
Concern for ensure quality output.
Quality • Encourages people to
maintain high
standards of quality
and thoroughness.
Courses:
1. Continual Quality
Improvement
2. Quality Focused
Management

23. Service Competencies - Curriculum
Behaviors:
• Responds to
Service customer requests
Orientation in a timely manner.
• Proactively identifies
customer needs.
Courses:
1. Excelling at Customer
Service Simulation
2. The Voice of the
Customer

24. Sample Leadership Competencies
Relationship Building
Building Commitment
Achieving Results
Developing Others
Managing Performance
Communication
Strategic Thinking
Inspire Trust & Confidence
Decision Making
Influencing Others Purpose, Principles & Values

25. Sample Leadership Competencies
Relationship Building
Building Commitment
Achieving Results
Developing
Managing Performance
Others
Communication
Strategic Thinking
Inspire Trust & Confidence
Decision Making
Influencing Others Purpose, Principles & Values

26. Leadership - Curriculum
Behaviors:
• Sees connections
Strategic among diverse
Thinking sources.
• Turns strategy into
action.
Courses:
1. Systems Thinking
and Models
2. Planning and
Implementing a
Business Strategy

27. Leadership - Curriculum
Behaviors:
• Communicates
Managing expectations to
Performance diverse workforce.
• Motivates
employees.
Courses:
1. Communication Vision
2. Managing Cross
Generational Teams

28. Leadership - Curriculum
Behaviors:
• Understands
Influencing employee motivations
Others and needs.
• Leads by example and
does not
micromanage.
Courses:
1. Building Influence as a
Leader
2. Leadership &
Emotional Intelligence

29. Sample Competency – Course Map

30. Job Family
Customer Services
Job Role
Manager
Recommended Content
• Book: Planning for
Tomorrow
Competency • Course: Key Elements
Goal Attainment of a Sound Plan
• Simulation: Planning
for Results
Key Behavior
Planning

31. Competency-Based Training differs from
Traditional Training Methods
1. Identify Organizational
Goals/Training Needs
2. Establish Core Competencies
3. Assess Current Ability
4. Identify Gaps
5. Assign Development Activities
6. Post-Assessment
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33. For Additional Info. Dean Pichee
www.bizlibrary.com dean@bizlibrary.com
888.432.3077 888.432.3077 ext. 106
Thank
you!