1. Employee Mindshare: How Much is Too Much Tom Clark – Bank of America November 7, 2011

2. The Story! One Month ‒ Over 300 communications sent ‒ 12 huddles related to a specific change, delivered by the business ‒ 14 initiatives with learning attached (compliance and change) YTD ‒ 730,000 hours of learning (new hire/continuing ed/initiative) ‒ 64% ILT, 15% WBT, 9% Web-Based, 1% Virtual LT ‒ 20% New Hire, 55% Initiative/Continuing Ed, 25% Risk Related Results ‒ Customer satisfaction with service agent was flat or declined ‒ Operational metrics increased (AHT, Shrinkage, Availability) ‒ Overall employee satisfaction was flat ‒ Employee satisfaction with learning fell ‒ Missed sales goals 2

3. Supporting Employees in Challenging Time Tell the truth – we are in a season of change. Move away from traditional delivery methods. Mix it up and be creative. Design in bite size chunks of learning. Smaller is better. Integrate with performance support tools. (Google Effects on Memory) If you can’t measure it, does it matter? Really? Provide coaches with the right support. ‒ Standardized coaching model and tools to track (accountability). ‒ Get back to the basics and let them coach. 3

4. Solutions to Manage the Flow Business governance and prioritization ‒ Be an advocate for the employee (and Learning) and say NO. Learning governance and prioritization (compliance, mission critical…) Create awareness with monthly and quarterly business review ‒ Speak in terms of the business not “learning” jargon ‒ Show them the money (cost/benefit analysis) 1 hour of training X 15,000 employees X $15 hr. fully loaded = $225,000 Consider travel costs, instructor overhead and impact to shrinkage ‒ One calendar view – communications/learning/leader-led events to accurately depict all that we want our employees to absorb 4

5. Employee Impact Map Example SeptOctNovDec Compliance Initiative (Impacting 100+ Agents) 5 Project D Project C Project F Project G Project H Project I Project A Project B Project E Project 1 Project 14 Project 21 Project 4 Project 9 Project 10 Project 11 Project 3 Project 16 Project 17 Project 13 Project 12 Project 5 Project 2 Project 6 Project 15 Project 7 Project 8 Project 18 Project 20 Project 19

6. Now It’s Your Turn Questions, comments, solutions? 6

7. Let’s Stay Connected tom.clark@bankofamerica.com Twitter: @tomclarkTC 7