plain2013 training 17000 martijn jacobs
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Training an Organization of 17,000 Martijn Jacobs, Loo van Eck, Netherlands,TRANSCRIPT
Training an Organization of 17,000 people
Martijn JacobsLoo van Eck
The Netherlands
The day of my flight
• Programme for the International Assessment of Adult Competencies (OECD)
• Investigated the literacy in 24 countries• A very happy Minister of Education
But:• Only high educated people perfome better, the rest is falling back• The amount of low literate people increases
1,3 million Dutch people are having problems with reading tekst
= All inhabitants of Vancouver and Amsterdam togetherWe still have to write in plain language
Loo van Eck
• Founded in 1983• 50 professionals passionate for language (trainers, writers, advisors)• Over 30,000 course members a year• Training, e-learning, e-coaching, v-training, writing• Focus on housing corporations, financial institutes, government
The challenge
‘Our company (17,000 employees) wants to communicate in a clear way to our customers. How do we manage this? How do we teach our employees to write in plain language?’
Insurance = 90% communications
Our approach
The 7 steps to success!
1. From dream to behaviour2. Getting the management to dream3. Making the organization fit for the dream4. Getting the employees to dream5. Making MT and employees capable of living the dream6. Measure!7. Enjoy
1. From dream to behaviour
The reality at 2010 …
You get 10 secs.
Dear Mr Jones,
In February, you let us know that you wanted to open a savings account. Thisaccount is required for paying your mortgage installments. Thank you for your request. In this letter, I will inform you about your savings account.
We have opened a savings account for you. This account has been opened in <name>’s name. The account number is <number>. The savings account type is “Capital Account Homeowner”.
This account is meant for your mortgage installments. The law also requires you to use this account to pay off the debts for:- your house;- your spouse’s house, or;- your domestic partner’s house.
You save <amount> every month. This amount will be debited monthly from yourother bank account: <number>.
The first payment is due on the date mentioned on your quote, or on the date youhave arranged your mortgage. You will receive a letter with all the details aboutpayment before the first payment is due. Are the data incorrect? Please let us know. You can reach us at <phone number>.
You will receive interest from the amount in your savings account. The interestpercentage equals the interest percentage of your mortgage. Both percentages are fixed for the same amount of time. This means more financial stability.
Do you have any questions? We are here to help you. Don’t hesitate to call us at: <phone number>
Kind regards,
1. From dream to behaviour
The dream for 2012… Dear Mr Jones,
Thank you for your request to open a savings account for your mortgage.
We have opened a savings account for youThis account is in <name>’s name. The account number is <number>. The savings account is called ‘Capital Account Homeowner’.
You have to pay off your mortgage with this savings accountYou save<amount> every month. We will debit this amount monthly from your other bank account: <number>.
Your first payment has to be by <date>You will receive a letter with all the detailsabout payment. You will receive this before the first payment. Are the data incorrect? Please let us know. You can reach us at <phone number>.
You will receive interest on the amount you saveThe interest percentage on your savings account is just as high as the interestpercentage on your mortgage. Both percentages are fixed for the same amount of time.
Call us if you have any questions: (055) 579 81 00We are here to help you.
Kind regards,
1. From dream to behaviour
The reality at 2010: mortgage offer
1. From dream to behaviour
The dream for 2012…
1. From dream to behaviour
Mission & Goals
Values
Behaviour
‘Real contact’
Designing a style(standard)
Defining goals & setting targets
Honesty
Clarity Empathy
1. From dream to behaviour
Defining goals & setting targets
Communications standard
Departmentgoals
Personalgoals
Personaljourney
check AdjustingProcesses
influence
Everybody sets goals!
2. Getting the management to dream
1. A manager is capable? Great! Reward! 25%2. A manager is having a hard time? Let him set a goal! 50%3. A manager is negative? Get rid of him! 25%
Examine the managers if the can manage the change
Dare to act!
3. Making the organization fit for the dream
• Standard documents• HR instruments• Legal affairs• IT processes• Business processes
Mission & Goals
Values
Behaviour
Processes
Management
IT
HR
Compliance
Product management
Communication
Marketing
3. Making the organization fit for the dream
Case
A woman wants to collect her money…
4. Getting the employees to dream
Internal branding
5. Making MT and employees capable of living the dream
Training & testing
Mission & Goals
Values
Behaviour
Processes Competencies
Four levels•Knowing•Adjusting•Writing•Coaching
5. Making MT and employees capable of living the dream
Training & testing
Knowing: I know the principles of Real Contact. I recognize a letter in Real Contact style. To reach this level, I will:
- watch the inspiration movie.- do the elearning (Know)
In the end the user does an automatized exam.
5. Making MT and employees capable of living the dream
Training & testing
Adjusting: I am able to adjust a Real Contact text. To reach this level, I will:- watch the inspiration movie.-do the elearning (Know) -do the elearning (Adjust)-receive an advice for further education
In the end the user does an exam (Adjust).
5. Making MT and employees capable of living the dream
Training & testing
Writing: I am able to write a complex Real Contact text. To reach this level, I will:- watch the inspiration movie.-do the elearning (Know) -do the elearning (Adjust)-do the elearning (Writer)-receive an advice for further education
In the end the user does an exam (Writer).
5. Making MT and employees capable of living the dream
Training & testing
Coaching: I am able to coach colleagues and judge text. To reach this level, I will:- watch the inspiration movie.-do the elearning (Know) -do the elearning (Adjust)-do the elearning (Writer)-do the elearning (Coach)-do a coach session and a measure session-do the coach training
In the end the user does an exam (Coach).
5. Making MT and employees capable of living the dream
Training & testing
Me
Motivation movie
ElearningKnow
ElearningAdjust
ElearningWriter
ElearningCoach
Manual
Knowledge bank
E-coaching
E-coaching
E-coachingExam
Workshop
Assignment
Training
Extreme Makeover
6. Measure!
The employee
6. Measure!
The department
6. Measure!
The company
