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PERFORMANCE CONSULTING

Pre-Engagement Planning

When a request for a 10-minute training module uncovered a larger opportunity to improve business decision-making.

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The Ask

Sales employees had access to valuable client and market data, but they tended to focus on surface-level details instead of analyzing patterns and identifying opportunities. As a result, their client conversations were superficial, which stakeholders believed contributed to a decline in market share.

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To enhance pre-engagement planning, the Learning team was asked to create a concise eLearning course that reinforces the available data points and the general process.

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My Discovery

Rather than beginning with content development, I partnered with stakeholders to better understand the desired performance outcomes.

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Three questions guided the analysis:

What did employees need to know?

Employees needed a clear understanding of data sources, key metrics, and the connections between client activity, market conditions, and business performance.

What did employees need to do?

Employees needed to analyze information, identify trends and opportunities, develop recommendations, and take meaningful action with clients.

What was standing in the way?

Employees didn't have a clear process for analyzing data and turning it into actionable insights.

 

Managers also needed tools and support to help their teams develop these skills.

The challenge wasn't access to information. Employees already had access to client metrics, application and approval data, transaction trends, market intelligence, and competitor information. The challenge was helping them make sense of that information.

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At the same time, managers needed stronger coaching resources to help reinforce those behaviors and continue developing employee capabilities over time. The original request focused on awareness. The actual need was performance.

The question changed from “What training should we build?” to “How do we help employees turn information into opportunity?”

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The Solution

The resulting recommendation moved far beyond the original request for a single eLearning course.

I designed a multi-layered learning and performance support strategy that addressed both employee capability and manager coaching practices.

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Key components included:

  • A structured learning path introducing key concepts and expectations 

  • Learning resources focused on interpreting data and identifying patterns

  • Scenario-based practice opportunities using realistic business situations

  • Manager coaching tools to support reinforcement and application

  • Performance support resources designed for use within the flow of work 

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The solution focused on helping employees move from data awareness to strategic action while giving managers practical ways to reinforce new behaviors over time.

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The Results

Stakeholder Alignment

The team embraced a broader performance-focused strategy.

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Expanded Solution Scope

The initiative shifted from awareness training toward capability development and manager support.

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Lasting Insight

The project reinforced an important principle: training is often part of the solution, but rarely the entire solution.
 

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