eLearning Can't Build Commitment

A recent LinkedIn question about ethics training got me thinking about the real purpose of this instruction and how best to deliver it.

The question's answers focused on using computer-based systems that required learners to choose between decisions given a scenario. And there was talk about minimum acceptable passing scores, annual refreshers and LMS tracking.

First off, how can someone who scores 85% on their ethics training be considered ready for work? Especially a manager or executive. When they screw up people get hurt and the company gets sued for millions. Or how about a Wall Street trader working with billions of dollars. "Another record month! I don't know how Bob does it." That's the same Bob who scored 86% on this ethics training. Hmmmm....

Think about safety training. Would you want to work with someone who scored 85%?

This type of training is all about teaching people to do one of two things.

1. Make the right decision under pressure or in confusing situations.
2. And when in doubt, stop and get clarification.

You want people to behave a certain way, not just know facts. And simple, multiple-choice computer based solutions can't do this.

First, they reinforce that guessing is okay. 99% of tests do not offer a "Don't know" choice. So, when someone is unsure, they guess. "Hey, I got that one right!" Next question. How much learning really took place? It teaches you that if you guess, you may be right.

We need to teach people that guessing is NOT an option.

Second, answering questions at a computer can't simulate the conditions when lapses are likely to occur. There's no pressure sitting alone in your cube. It's not the end of the fiscal year when you're two cents off your earnings per share, everyone's bonus is on the line, and your boss comes into your office saying "You know if we just assume that...".

Third, computers don't provide people the practice they need saying or doing the right thing, particularly in situations where pressure is being brought to bear. Role playing is essential here. People need to practice saying the right thing so when the situation arises they're not dumbfounded and more easily manipulated. Responding to the example above..."Kim, I think that practice violates our policies and I need to make a few inquiries before I can proceed."

And last, getting people to behave a certain way involves gaining their commitment. That bond or promise only happens person-to-person. When someone asks you to do something in a particular situation and you say 'Yes, I will.' you're more likely to do it.

And that's the goal.