1. Advancing the Role of L&D: Becoming a Critical Channel in Executing Strategy Presented by: David Yesford, Senior Vice President Wilson Learning Worldwide Session TU108

2. 2 © Wilson Learning Worldwide Inc.  Challenge you to rethink your role in L&D  Build the case—what is the opportunity for L&D?  Present three simple strategies to help your internal client “buy”  Deliver business value through Learning and Development Purpose, Process, Payoff Process PayoffPurpose

3. 3 © Wilson Learning Worldwide Inc. What are your biggest challenges in being a strategic voice within your organization?Challenge

4. 4 © Wilson Learning Worldwide Inc. What Business Are We In? “The Problem Solving Business” The difference between what I have and what I want or need

5. 5 © Wilson Learning Worldwide Inc. Schwartz, Agarwal, Bersin & Pelster (2015). Global Human Capital Trends 2015: Leading in the new world of work. 78% of global executives rate L&D as Important/Very Important 31% of global executives rate L&D as Ready/Fully Ready

6. 6 © Wilson Learning Worldwide Inc. Business Partner/ Problem Solver How to Influence HR Generalist Order taker Needs Priorities Interests Understand and respond to the internal client’s...... Solves Organization’s Problem

7. 7 © Wilson Learning Worldwide Inc. Two Attitudes Client Focused Attitude Functional Focused Attitude

8. 8 © Wilson Learning Worldwide Inc. Two Attitudes Client Focused Attitude Functional Focused Attitude Why don’t they value me? Why won’t they cooperate? I’m here to do a project. Functional Focused Attitude

9. 9 © Wilson Learning Worldwide Inc. Two Attitudes What can I do to understand them? I’m here to be a problem solver. I’m here to find solutions. Functional Focused Attitude

10. 10 © Wilson Learning Worldwide Inc. Client Focused Attitude Functional Focused Attitude

11. 11 © Wilson Learning Worldwide Inc. Who’s in control?

12. 12 © Wilson Learning Worldwide Inc. Demonstrates honesty, empathy, and integrityAsks the client relevant questions to discover needs Provides clear, value-based information about the solution Follows up consistently Problem-Solving Attitude Strives to understand and respond to client concerns

13. 13 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies to Be Client Focused

14. 14 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals position themselves and their capabilities as a trusted advisor long before the organization is ready to use.

15. 15 © Wilson Learning Worldwide Inc. The internal client and L&D professional work from the same side of the table to bring their expertise, experience, and knowledge to solve the problem. Trusted Advisor

16. 16 © Wilson Learning Worldwide Inc. Approach to Empathy Anticipate Customer Concerns Anticipate Customer Concerns 1 Convert Concerns into Questions Convert Concerns into Questions 2 Answer Customer Questions Answer Customer Questions 3 © Wilson Learning Worldwide Inc.

17. 17 © Wilson Learning Worldwide Inc. Approach to Credibility Propriety

18. 18 © Wilson Learning Worldwide Inc. Approach to Credibility Competence

19. 19 © Wilson Learning Worldwide Inc. Approach to Credibility Commonality

20. 20 © Wilson Learning Worldwide Inc. Approach to Credibility Intent

21. 21 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies

22. 22 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals know how to use their expertise to tie the internal customer- defined needs to the organization’s strategy and critical success factors.

23. 23 © Wilson Learning Worldwide Inc.  Increased Revenue  Decreased Costs  Increased Quality/Engagement  Decreased Effort What to Discover: Task Motives TASK Motives

24. 24 © Wilson Learning Worldwide Inc.  Power  Approval  Recognition  Respect What to Discover: Personal Motives Personal Motives

25. 25 © Wilson Learning Worldwide Inc. How to Agree—The Discovery Agreement Ask Permission Describe Next Steps Request Agreement Review Current Desired Gap

26. 26 © Wilson Learning Worldwide Inc.  Steady increase in the turnover  High percentage of sick days  “Command and control” form of leadership  Employees complain of a lack of overall engagement  Your internal client is the head of this department ▴ Personally committed to solving this issue ▴ Wants to be identified with solving this strategic issue  Your internal client wants to change leaders’ behavior ▴ Create a more participative/supportive type of work environment ▴ A culture of Opportunity, Personal Accountability, Connectedness, Inclusion, and Validation Example Situation

27. 27 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies

28. 28 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies Successful L&D professionals know that value is in the eye of the internal customer.

29. 29 © Wilson Learning Worldwide Inc. Making Sense of Complexity Solution Summary Advantage Statement Benefit Statement Discovery Agreement © Wilson Learning Worldwide Inc.

30. 30 © Wilson Learning Worldwide Inc. Solution Summary Advantage Statement Benefit Statement Describe what it is Describe how it works Discovery Agreement © Wilson Learning Worldwide Inc.

31. 31 © Wilson Learning Worldwide Inc. Task Motives Solution Summary Advantage Statement Benefit Statement A direct appeal to TASK Motives Agreement Discovery Agreement © Wilson Learning Worldwide Inc.

32. 32 © Wilson Learning Worldwide Inc. Personal Motives Solution Summary Advantage Statement Benefit Statement A direct appeal to PERSONAL Motives Discovery Agreement Close Agreement © Wilson Learning Worldwide Inc.

33. 33 © Wilson Learning Worldwide Inc. Making Sense of Complexity Solution Summary Advantage Statement Benefit Statement Discovery Agreement © Wilson Learning Worldwide Inc.

34. 34 © Wilson Learning Worldwide Inc.  Proven method of developing leaders...  Research clearly shows that a leader’s ability to engage others to commit their full energy increases bottom line revenue, profitability, and share price.  The solution is proven and scalable... S-A-B Statement Example Classroom Application Skill Assessment Skill Assessment

35. 35 © Wilson Learning Worldwide Inc. Creating the “Trust” in Trusted Advisor Trust Goals of the internal client Motives Making sense of complexity Value Three Strategies... and the discipline to execute

36. 36 © Wilson Learning Worldwide Inc.  Mindset: ▴ Understand and believe you are truly there to provide the right solution to solve the internal client’s problem  Three Strategies: ▴ Creating the “Trust” in Trusted Advisor ▴ Discover the internal client’s “Motives” ▴ Link to true “Value” for the internal client and your organization  Discipline: ▴ Always follow the process—it gets results! What We Need to Do

37. 37 © Wilson Learning Worldwide Inc. Waiting to be invited to the strategic table? No invitation required!

38. 38 © Wilson Learning Worldwide Inc.  Sign up to receive our new article: ▴ “Delivering Business Value Through Learning and Development”  Join our LinkedIn Groups: ▴ Wilson Learning Worldwide ▴ Wilson Learning Facilitators  Follow us on Twitter: ▴ @WilsonLearning Ways to Continue the Learning

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