CREATING A COMPETENCY-BASED

TRAINING PROGRAM
 WHAT WE’LL COVER TODAY:

• What is Competency-based training?

• How to implement Competency-based
training
• How to utilize needs and performance
analysis?
• Identifying and establishing cored
competencies
• Identifying performance gaps
• Competency mapping to create individual
development plans
 TRADITIONAL TRAINING MODEL

Time-based
Instructor-led and directed

Test to ensure understanding of concepts

Not on-demand or just-in-time

 WHAT IS COMPETENCY-BASED TRAINING?

Learner focused
Skills, knowledge or behavior

Focus on meeting strategic

objectives
Key Characteristics of CBT:
• Clearly defined path through the
development process
• Knowledge Is gained with the purpose of
supporting performance
• Blended resources and support materials to
maximize effectiveness
• Self-paced and learner focused
• Mastery of knowledge or skills
 ADVANTAGES OF CBT PROGRAMS

Focused on the success of

each learner

Learners build confidence

and gain motivation

Training is more efficient

and effective
Implementing CBT
1. Begin with the end in mind
2. Identify core competencies needed to reach
organizational objectives
3. Establish job role standards
4. Assess each employee’s current level in
comparison to desired level
5. Identify performance gaps
6. Develop Individual Development Plans (IDPs)
7. Assess performance after IDP
 IMPLEMENTATION PROCESS

Core Skills Development

Needs Analysis
Competencies Assessment of an IDP
STEP 1. NEEDS ANALYSIS
 STEP 1. NEEDS ANALYSIS

Get a broader picture

Establish benchmarks

Performance indicators

Historical and statistical documentation

STEP 2. COMPETENCIES
STEP 2. ESTABLISH COMPETENCIES

Specific skills and key behaviors

Based on your unique organizational

strategies and challenges

What aptitudes and capabilities are

critical for organizational success?

What are common traits and characteristics of

top your top performers?
STEP 3. SKILL GAPS
 COLLECTING SKILL GAP DATA

Get a broader picture

Establish benchmarks

Performance indicators

Historical and statistical documentation

STEP 4. INDIVIDUAL DEVELOPMENT PLANS
Integrating with Talent
Management
Recruiting/
Hiring

Core
Compensation Development
Competencies

Assessment/
Promotion
 Sample Service Skills Assessment
Core Competency

Key Behaviors

Automatically generated based on employee’s job role,

competencies and standards assigned to that role.
 Sample Service Gap Analysis

Overall rating

Core Competency

Development
activities Variance from
standard

Development activities are assigned based on variance from

the job role standard and form the basis for the IDP.
 Individual Development Plans
Development
Activities

IDP’s target specific gaps and challenges of each employee.

 SAMPLE CUSTOMER SERVICE COMPENTENCIES

Organizational Goal:
Increase customer retention by 15%

Strategies and Action Plans:

• Increase customer service skills
• Target all customer-facing
employees, their managers and
executives of the organization
 SAMPLE CUSTOMER SERVICE COMPENTENCIES

Core Competencies:
• Concern for quality
• Developing others
• Flexibility
• Decision making
• Team work
• Relationship building
• Achieving results
• Initiative
• Communication
• Inspire trust and confidence
• Service orientation

1. Concern for quality

2. Communication
3. Service Orientation
CUSTOMER SERVICE COMPETENCIES

Competency: Communication

Key Behaviors:
• Organize and express ideas clearly
orally and in writing.
• Keep managers and others
informed of the status of projects
and activities

Development Activities:
• Organize to Remember
• Communicate to Increase
Understanding
CUSTOMER SERVICE COMPETENCIES

Competency: Concern for

Quality
Key Behaviors:
• Follows procedures to ensure
quality output.
• Encourages people to maintain
high standards of quality and
thoroughness.

Development Activities:
• Continual Quality Improvement
• Quality Focused Management
• Standards of Procedure Guide
CUSTOMER SERVICE COMPETENCIES

Competency: Service
Orientation
Key Behaviors:
• Responds to customer requests in
a timely manner.
• Proactively identifies customer
needs.

Development Activities:
• Excelling at Customer Service
Simulation
• The Voice of the Customer
 SAMPLE LEADERSHIP COMPETENCIES

Core Competencies:
• Building commitment
• Developing others
• Strategic thinking
• Decision making
• Influencing others
• Relationship building
• Achieving results
• Managing performance
• Communication
• Inspire trust and confidence
• Purpose, principles and vision

1. Strategic Thinking
2. Managing Performance
3. Influencing Others
SAMPLE LEADERSHIP COMPETENCIES

Competency: Strategic
Thinking

Key Behaviors:
• Sees connections among diverse
sources.
• Turns strategy into action.

Development Activities:
• Systems Thinking and Models
• Planning and Implementing a
Business Strategy
SAMPLE LEADERSHIP COMPETENCIES

Competency: Managing
Performance

Key Behaviors:
• Communicates expectations to
diverse workforce.
• Motivates employees.

Development Activities:
• Communication Vision
• Managing Cross Generational
Teams
SAMPLE LEADERSHIP COMPETENCIES

Competency: Influencing
Others

Key Behaviors:
• Understands employee
motivations and needs.
• Leads by example and does not
micromanage.

Development Activities:
• How to Win Friends and Influence
People
• Building Influence as a Leader
Sample Competency – Course Map
 Job Family
Customer Service

Job Role
Manager

Competency
Goal Attainment

Key Behavior
Planning
Some online resources to get started:
Streaming Videos:
• Gaining Commitment: Setting Performance Objectives That Work
• Using Competencies Successfully: Communicating the Way We Want People to Work

E-learning Courses:
• About 360-Degree Performance Feedback
• Elements of a 360-Degree Performance Review
• Delivering 360-Degree Performance Feedback
• 360-Degree Performance Appraisal Simulation

E-books:
• Optimizing Talent: What Every Leader and Manager Needs to Know to Sustain the Ultimate
Workforce
• How to Manage Training: Facilitating Workplace Learning for High Performance

Competency/Course Maps:
• DDI Model
• Lominger Model
• Coveys 7 Habits
• Universal Competency Tool
 6 KEY STEPS FOR CBT:

1. Identify Organizational Goals/Training

Needs
2. Establish Core Competencies
3. Assess Current Ability
4. Identify Gaps
5. Assign Development Activities
6. Post-Assessment
For Additional Info. Jessica Batz
www.bizlibrary.com jbatz@bizlibrary.com
888.432.3077 888.432.3077 ext. 131

Thank
you!