Talking TAP

The TAP Qualified Professional Newsletter

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November 6th 2009 Volume 2, Number 9

In This Issue

Monthly Features

Dates for your diary

Every year The Training Foundation takes part in a wide range of Learning and Development related events. TAP Qualified Professional LinkedIn members will receive advance notice and special registration privileges. Jot these dates in your diary!

TAP Partner Learning Forum 19th November 2009; The Training Foundation, Coventry.

November Welcome from Claire Brookes

Claire BrookesHello All,

Bonfire night has been and gone, days are getting shorter and colder what better reason to grab a hot drink and spend some well deserved time-out looking through the November issue of the Talking TAP Newsletter?  You can also test your brain using our new feature The Coffee Break Brain Teaser!

In this issue Matthew Hancocks reviews the 2010 TAP Qualifications Prospectus, that is hot off the press.  Our TAP Qualified Professional of the Month is Sukhy Bhogal, here Sukhy explains how her TAP Diploma in E-Learning has helped to scope, develop and implement a new e-Learning platform known as ‘Learning Bursts’ (short e-learning courses) within Wolseley UK.

Our TAP Partner of the Month is AXA.  In this article AXA explain the benefits of achieving Gold TAP Partnership – a useful read if you are eager to either upgrade your organisation’s existing Silver TAP Partnership or if you wish to become a new TAP Partner.

The TAP Qualification of the month is new TAP Diploma in Performance Management – which will answer three vital questions for every employer:

 1.      How does employee engagement impact on customer service and the bottom line?

2.      What factors cause today’s employees to go the extra mile?

3.      How can you ensure that your team stay highly engaged and highly productive?

Our celebrate success article is dedicated to the TAP Diploma Awards ceremony that took place at our Training centre on the 4th November… Finally we want you to get involved…. Let us know what articles you would like to see in next month’s issue – just email me your views on: c.brookes@trainingfoundation.com 

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2010 TAP Qualifications Prospectus - now available!

TAP QP

 

 

 

 

 

 

 

 

As we reach the autumn months, the days are drawing shorter, the trees shed their leaves, the clocks have already been put back and The Training Foundation releases its Skills Programme for the coming year.

We are delighted to announce that the 2010 TAP® Qualifications Prospectus is now available. A pdf copy of the Skills Programme is available online, just follow this link:

 /docs/2010_skills_programme.pdf

You will see that TAP qualifications for L&D professionals are now consolidated into five role-based Diplomas and a generalist Master Diploma.  Also, we have been working with a prestigious University with a view to recognising TAP Diploma holders with accreditation at Higher Education level.

Whilst we cannot formally announce these arrangements yet, we do expect to be able to do so by the end of the year. We anticipate that TAP role-based Diplomas will optionally convey a Professional Certificate awarded by the University, having transferable HE credit value. Moreover, the TAP® Master Diploma will be accredited as Year 1 of a new Foundation Degree in Learning & Development Practice. Year 2 will be a study programme managed by The Training Foundation on behalf of the University, who will award the Degree to successful candidates. A progression to a full Honours Degree is planned...More information about this is to be released in due course.

If you would like to receive a hard copy of the 2010 TAP® Qualifications Prospectus, simply email me your address and I’ll post a copy out to you: m.hancocks@trainingfoundation.com.

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Celebrate Success, 4th November TAP Diploma Awards ceremony

On the 4th November, The Training Foundation held another successful TAP Diploma Awards ceremony to celebrate the achievements of its proud learners. The following delegates received their commemorative certificates for completion of the TAP Diploma in Learning & Development.

Mr Paul Aston

Mrs Louise Lock

Fidessa

Groupama Insurance

Ms Sukhy Bhogal

Ms Clare Lyons

Wolseley UK

Hanover Housing Group

Ms Deborah Bunker

Mr Simon Meekings

OPERON Central Support

Atkins Global

Mrs Nicole Crawley

Mrs Jacquie Rayner

Atkins Global

Ministry of Justice

Ms Michelle Eames

Ms Jo Riches

Warwick District Council

Nuffield Hospital

Ms Yvonne English

Ms Joanna Thomas

Discovery Communications Europe Ltd

Institute Of Civil Engineers

Ms Sue Fell

Ms Tracey Wiles

Hanover Housing Group

ICNet

Ms Sarah Holroyd

Atkins Global

While Octobers TAP Professional of the Month, Paul Gilbert from Police Service of Northern Ireland received his TAP Master Diploma certificates – the first delegate to have gained this qualification from the new TAP Diploma Structure. 

Paul also had a guest slot to discuss the benefits of gaining the TAP Master Diploma, which gave the celebrating audience much room for thought on their next steps for further enhancement qualifications.

Meanwhile to engage the attendees Louise Talbot, our E-Learning Consultant here at The Training Foundation developed an interactive activity session designed to get the participants on their feet and thinking!  The activity is designed to focusing on the changing shape of learning to meet organizational and technological change.  This also included an interactive Knowledge Café activity.

  

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Above: TAP Diploma Delegates Deborah Bunker from OPERON Central Support, Louise Lock from Groupama Insurance and Sue Fell from Hanover Housing Group working with Paul Edmondson from TTF during the knowledge cafe activity at the Diploma Awards Ceremony

The delegates then enjoyed an engaging presentation from our Director Ron Mackrell who discussed the new TAP Diploma Structure.  Ron explained that the new Diploma structure was created because of the profile of our clients was changing.  In the past most trainers required all round skills and needed to be able to multi-task i.e. design & deliver.  However recently diversification into new market sectors and global organisations bought about a new requirement. .....L&D Specialists!! With the following disciplines:

•        Facilitators
•        Designers
•        Consultants
•        Managers

Therefore the new TAP Diploma Matrix was borne!

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TAP Qualified Professional of the Month, Sukhy Bhogal

Sukhy Bhogal Sukhy Bhogal, E-Learning Developer/Trainer for Wolseley UK

Sukhy Bhogal is an e-learning developer/trainer, working for Wolseley UK, the UK operating company of Wolseley plc and distributors of heating and plumbing products. There are approximately 13,000 staff working across Wolseley UK and the majority use IT in their day to day jobs. 

Wolseley UK’s e-Learning Courses are designed to empower their employees with all the skills and knowledge required, not only to provide good customer service, but to also help their personal career development; giving them the opportunity to advance and to help drive Wolseley UK forward as a successful business.

During January 2009, Sukhy enrolled upon the TAP E-Learning Diploma to help scope, develop and implement a new e-Learning platform known as ‘Learning Bursts’ (short e-learning courses) within Wolseley UK.  Accomplishment of the E-Learning Diploma consisted of attendance to four tutor-led sessions by the Training Foundation, followed by a work-based project over several months.  This was the start of a journey which resulted in Sukhy gaining the TAP Diploma in e-learning in August 2009.

Sukhy used Adobe Captivate, e-learning authoring tool to create Learning Bursts.  The TAP methodology Sukhy applied through Learning Bursts included a SWOT analysis, writing an e-learning strategy, project planning, establishing a blended learning solution, designing, product development & setting up the technical infrastructure of Learning Bursts, facilitating online e-learning sessions, storyboarding, marketing and evaluation.

Sukhy has an extensive background in IT Training and E-Learning – having performed many roles in this discipline, Wolseley UK had every faith that if Learning Bursts was going to be launched within the business, Sukhy would be the one who would do it, embracing TAP methodology.  Sukhy ensured that Learning Bursts comprised of a ‘methods and media rich’ training tool, which would simultaneously add to the blend of existing training tools and increase both the effectiveness and efficiency of the Learning and Development function. 

Sukhy involved key stakeholders throughout the project, to guarantee that Learning Bursts was in line with business objectives, priorities and fit for purpose.  Some initial Learning Bursts would be Written Communication, Trading & Key Performance Metrics and Customer Care.

Learning Bursts was implemented using TAP standards, principles and methodology.  The entire project was developed with minimal disruption, thanks to the learning undertaken by Sukhy on the four TAP tutor-led courses.

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TAP Partner of the Month, AXA Sun Life

Left to Right, Jerry Rolls, Martin Roberts, Paul Ingleby, Peter Norris and Richard Cooper.

 

 

 

 

 

 

 

 

 

 

Left to Right, Jerry Rolls, Martin Roberts, Paul Ingleby, Peter Norris and Richard Cooper.

The TAP Partner of the month for November is Axa Sun Life who are a GOLD TAP Partner. Part of the 15th largest company in the world, AXA Sun Life provides pensions, financial planning and investment solutions and advice to millions of individuals and businesses through Britannia and Birmingham Midshires building societies.

In the fiercely competitive, tightly regulated financial services sector, it is essential (as well as mandatory) that all customer facing staff are trained to sell the right product at the right time in a way that is fair to all customers, whether individuals or companies. This responsibility falls to Regulated Sales Training Manager Paul Ingleby and his team of four trainers, who operate out of AXA’s Coventry based head office.

This busy team covers a breadth of training needs across a 200-strong audience based at building society branches throughout the country, spanning management development, sales skills and highly technical, specialist product training. In challenging economic times, advisers also need the skills and confidence to overcome inevitable customer nervousness by going back to the basics of good financial management and investment practice.

Regulatory compliance is implicit in everything Paul and his team do and quality assurance is right at the top of the team’s agenda.

“We have robust testing and assessment processes for every programme and every delegate,” says Paul, “and this extends to the trainers, who also go through an annual training competence process to ensure that they have the product knowledge themselves, as well as the skills to deliver it.”

As the markets go through a period of turbulence, Paul and his team have also experienced major changes over the past 12 months. Originally ten-strong, the team is now half the size, yet is delivering more training programmes than ever before. Coping with these challenges required some radical action, as Paul explains.

“A huge amount of experience resides within the team, both as trainers and, formerly, as advisers – a crucial factor in the quality of the training experience for the delegates because they want to know the trainer has a thorough understanding of their role and the products they are selling.

“However, a lot of knowledge and expertise was locked away in the individual’s head and this was further compounded by a real lack of consistency in design, delivery and standards. Not only this, there were also softer differences in consistency because some team members had presentational styles, others had facilitative styles and there was a tendency, particularly with some of the technical programmes, to bombard delegates with every last bit of knowledge, whether it was required for the job or not.”

The danger posed by these inconsistencies and idiosyncrasies was that if a trainer fell sick, the course would have to be cancelled – a drain on time, cost and reputation that Paul could not afford. Fortunately all of these issues are now history because another big change for the team has been brought about by the introduction of The Training Foundation’s TAP Learning System.

“I knew the importance and value of training for the trainers because when I joined Birmingham Midshires ten years ago Chris Sutton, now a director at The Training Foundation and then Head of Learning & Development at Birmingham Midshires, had put me through a programme. I liked the look of the TAP Learning System, but needed to be convinced that it would really make the difference I was looking for, so I sent one of my trainers on the Training Delivery Skills programme as a pilot for the rest of the team.”

Jerry Rolls had been with AXA for 14 years and worked as a trainer for the past three. With a natural flair for training but no formal training qualification, he carried his audience through sheer enthusiasm and innate ability to do all of the right things and do them extremely well – but without knowing why. Somewhat ironically he was also highly sceptical about the value of going on a training course, which made his feedback all the more persuasive.

“He was almost jumping up and down after the course and the transformation has been remarkable,” says Paul. “His enthusiasm hasn’t waned, but he’s a much calmer trainer, who now knows why he was doing the right things but has the structure to raise his personal bar even higher. He knows what questions he’s going to ask, everything is much more activity based and the feedback from delegates is amazing. We don’t just get very happy ‘happy’ sheets; delegates go out of their way to tell me how much they’ve got out of Jerry’s courses.”

Jerry also re-wrote all his course materials using the TAP methodology, which has offered benefits at a number of levels. Whereas it could take Jerry up to two days to prepare for a course before the epiphany facilitated by the Training Delivery Skills Programme, it now only takes a matter of a couple of hours, freeing him to focus on developing new materials and programmes. And because all of his materials are now designed to the TAP format, it is a lot easier for his colleagues to pick up one of his programmes and run with it, should the need arise.

Convinced by Jerry’s experience of the power of TAP and his infectious enthusiasm, Paul enrolled the rest of his team on the Training Delivery Skills course, even though they all had a certificate in training practice.

“TAP isn’t just another qualification it’s a passport to becoming a better trainer. Now the whole team is working in a completely different, much more consistent and coherent way. They challenge one another to improve and develop their courses so that delegates have a better learning experience. We also have greater confidence to challenge management on issues which they might see as training related, but are really motivational issues which need to be tackled within the business. For example, we can equip advisers with sales skills, but we can’t provide the motivation to sell.”

Another important benefit of adopting the TAP Learning System is that it provides a sound evidence base to demonstrate the best practice training, evaluation and assessment standards demanded by regulatory compliance.

With all trainers now delivering and designing to TAP standards, the team qualifies for TAP Gold Partner status, an accolade which has gained them credibility and respect with senior management across the business. More importantly, however, feedback suggests that enhanced training proficiency is translating into improved skills within the business, which is what really matters in Paul’s book.

“It’s great having Gold TAP Partner status because it demonstrates that we are specialists and professionals. In addition the entire team is working towards the TAP diploma, which means we will not only be delivering but also designing and facilitating programmes to the highest quality standards. And this is what counts, because it is the quality of our training that can really make an impact on performance and outcomes for the business, as well as the customer experience.” 

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TAP Qualification of the month, TAP Diploma in Performance Improvement

The Diploma in Performance Management is a new TAP Diploma for 2010 and is specifically designed to help line managers to develop the self-awareness and skills required to satisfy the six drivers of employee engagement, i.e. the six core principles of CHOICE®. Consistently meeting these drivers provides a sound foundation for increased discretionary effort and hence improved performance, at individual and team levels.

The Diploma programme requires the successful completion of three courses with an additional online activity they are: 

1. Theoretical Basis of Learning – Online Self-study

2. Employee Engagement (Manager-of-Choice®) – 3+1 day

3. Performance Improvement - 3 days

4. Coaching for Line Managers - 2 days

We will be outlining these modules in the forthcoming issues of Talking TAP – but if you wish to know more please take a look at pages 43-47 in the 2010 TAP Qualifications Prospectus.

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Coffee Break Brain Teaser - Learning & Development Word search

Thinking
Welcome to the first of the coffee break brain teasers! This is an easy word search that shouldn’t take you any longer than (10-15 mins). 

But be warned next month we will increase the difficulty levels! 

Just find these L&D related words in the grid below:

Queens Award, Talking TAP Newsletter, Learner Engagement, The Training Foundation, TAP Master Diploma, BILD, TNA

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