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Foreword | Evolution of staff learning & development

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Poorly implemented staff learning and development programmes are often a more expensive alternative to doing nothing at all. And more often than not the results are the same. Recently, HR leaders have been faced with an enormous amount on their plates—a pile of responsibilities that continues to grow. One of the most important of those duties for leaders in HR and T&D roles is the design, implementation and assessment of staff training programmes. Staff form the backbone of any organisation, and their effective training and development is crucial to not only ensure they have the skills sets to perform their duties, but so that they feel valued and can develop themselves within the organisation. This helps foster a happier, more fulfilled and engaged workforce, which then translates into enhanced creativity, a more applied workforce, better customer service and ultimately improves the bottom line. A major challenge for HR is how to demonstrate this ROI to the board. And that’s what this guide is aimed at—everything HR wants to know about staff learning and development programmes, but are too afraid to ask. Learn... • The evolution of T&D into L&D: share corporate perspectives from some of the biggest players—and some not so big, but just as clever— on what makes an effective L&D programme. • The ethos of T&D programmes in the Government, and gain an insight with our exclusive interview with the top level management in the Hong Kong Police Training College. • How to handle training at all levels within organisations: from the challenges of training Gen-Y to selecting the best executive development programmes. • Techniques in training to help develop a sustainable talent pipeline. • Tips from in-house trainers and world-renowned independent trainers. • How to enhance the effectiveness of your training programmes. • How to conduct assessments and benchmark your staff. • The importance of providing training recognition. • How to demonstrate the ROI of your training programmes. • Who and where you can outsource L&D programmes to, with our overview of training providers and venues throughout the region. So read on and learn…

Paul Arkwright Publisher HR Magazine


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Publisher & Editor-in-Chief

Paul Arkwright

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Malou Ko, Zoe Wong

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Staff Writers

Byron Bain, Lily Heyland, Robert McBroom, Ashley Winka Proofreader

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Gillian Bone Contributors

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In order of inclusion in the guide: Cliftons, Robert Half International, Tamty McGill, Center for Creative Leadership, Brenda Wilson—Mercer Human Resource Consulting, Audrey Low—Adecco Hong Kong, Jane Sadler & Yvonne Hau—Duncan Sadler Ltd., Alan Sieler—Newsfield Institute (Australia), Petra Loho—Active Communication (Hong Kong), Eileen Dowse—Evans & Peck Organisational Development (Hong Kong), Dr Justin Grayer—Think Talk Psychology, Annie Yap—GMP Search International, Zakeera Vidler—Connected Group Soundbites

A huge thank you to all those who, in interviews and/or at our conferences, took time to share their ideas that helped to make this guide possible. They include—in order of inclusion in the guide: Andrew Cameron, Jacqueline Moyse, Greg Basham, Ronald Lai, Graham Barkhus, NiQ Lai, Stephen Borne, Richie Bent, Yeung Lok Ki, Man Tat Kau, Chenelle Vorster, Dorette Booyens, Ken Morrison, Karen Zong, Debbie Cheung, Damia Yang, Caroline Li, Iva Au, Jim Lygopolous, Andy Tsang Wai-hung, Andy Yip, Kevin Woods, Gavin Brown, Vincent Yeung Fu-yiu, Oscar Kwok Yam-shu, Samson Cho, Steven Tait, Eric Chan, Susie Lum, Chris Wong, Eugene Liu, Lloyd Neal, Glenn Laurence, Philip Sham, Sandy Fok, Sureish Nathan, Arthur Francis, Gayle Hardie, Malcolm Lazenby, John Nesheim, David Rossiter, Pete Pande, Erik Duerring, Cherry Tsang, Etta Wong, Tony Tyler, Clare Allum, Sam Lau, Michael Fraccaro, Margaret Chiu, John Allison, Rosemary Leung, Dr Rita Wan, Claire Goodchild, Alice Ma, Kim Mak, Dr Ardershir Geranpayeh, Prof. W B Lee, Philippe Tang, Sunny Lee, Stephen Lau, Dr C K Wong, Rita Wan, Kenneth Wai, May Kwok, Alvin Miyasato, Mark Knight, and Prof. Florence Ho, among many others… Advertising & Sales

Kollin Baskoro

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Paul Arkwright Tel: (852) 2736 6318 Fax: (852) 2736 6369 paul@excelmediagroup.org

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Malou Ko, Graham Uden

Kollin Baskoro Tel: (852) 2736 6362 Fax: (852) 2736 6369 kollin@excelmediagroup.org

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Table of contents | Evolution of training

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Learning vs training Succession management Global L&D trends The changing face of staff T&D Traditional L&D values Optimisation from inside out

Corporate perspectives

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Cathay Pacific—CX management development programme CityTelecom—building bridges to L&D success Cambridge University Press—global staff development Jardines—making a successful T&D roadmap Mazars—sending staff to Africa Microsoft—developing leaders Ogilvy—cultivating company creativity P&G—training tomorrow’s talent at P&G University Robert Half—how to keep staff ahead Tao Heung Group—recipe for training success Disney—staff training at the Disney University

Government perspectives

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Hong Kong Police Force—e-learning and Knowledge Cafe drive innovative L&D strategies Hospital Authority—talent management strategies

Training Gen-Y

Gearing up Gen-Y for careers with Jaguar Land Rover Getting your head around Gen-Y Hong Kong Police Force—training Gen-Y Nurturing Gen-Y RSM university cadet programmes

Executive development

Training leaders Senior execs—MBAs, might, morals, minds and more Global leadership foundation Leadership development—is it working? Management 101—Hospital Authority style Six Sigma leadership

6 7 9 11 14 18 20 22 23 25 27 30 33 37 40 43 46 48 50 56 57 65 68 69 73 75 77 78 80 81 84 86 88 91 92


Creating talent pipelines

94 95 100 103

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Developing your next generation of leaders Filling the gap in the leadership pipeline China chases dream of leadership pipeline

L&D techniques

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Reshaping organisational culture by learning from the mistakes L&D to drive business performance Building an L&D framework Training and mentoring An introduction to ontological coaching Effective brainstorming Facilitating egos Keeping learners interested Lights, camera, action! Managing stress in the workplace Motivating staff for better performance—manager shortcomings One-on-one Six Sigma black belts HR Magazine Conference—staff development and training Musician not MBAs—unleashing the entrepreneur

Enhancing L&D effectiveness

Diversifying training methods to enhance L&D effectiveness Racing ahead with L&D Morgan Stanley’s take on T&D Blended approach enhances L&D at Mandarin Oriental Hotel Group Maximising L&D effectiveness at Fuji Xerox

Assessment and benchmarking Measuring training results Brains over brawn Assessing talent Setting the benchmark Benchmarking IT staff Certification for staff The right way to employ psychometric assessments

106 107 111 113 114 116 120 122 125 128 130 135 137 139 142 148 152 153 155 157 159 161 163 164 167 170 172 174 176 178


Recognition and awards

Importance of awards for recognising L&D excellence

Demonstrating ROI of training

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Metrics to measure L&D success Measuring T&D effectiveness in the Hong Kong Police Force Linking staff development & ROI Benchmarking abilities

Training provider overview

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ACME Business Consulting Adecco Group Dale Carnegie Training速 DSL/Evans & Peck (Hong Kong) Limited Excel Education Limited Executive Communications Education Centre Institute of Executive Coaching and Leadership Performia Hong Kong PsyAsia International Results Coaching Systems RDI Limited reallyenglish.com SGS Hong Kong Limited SilkRoad technology the alphaeight institute Tricor Human Capital Limited

181 182 185 186 188 190 192 193 194 195 196 197 198 199 200 201 202 203 204 205 206 207 208 209

Selecting training venues

210 211 213

Training venue overview

218 219 220 221 222 223

Training venue technology Choosing a suitable training venue

Bridges Business and Conference Centre Cliftons The Executive Centre Regus Welkin Systems Limited


Corporate perspectives

Mazars: sending staff to Africa

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Experiential learning and CSR|

Yeung Lok Ki, learning and developing from his South African secondment

I was in the middle of an audit for an important international client when one of the Partners asked me to come to his office and promptly announced: We’re sending you to Africa!

Recently, two young Hong Kong accountants, focused on their career at international accounting firm Mazars, received some news that initially left them somewhat worried. For Assistant Manager Yeung Lok Ki, it came as something of a shock. “I was in the middle of an audit for an important international client when one of the Partners asked me to come to his office and promptly announced: We’re sending you to Africa!” “I wasn’t sure if this was good news at first, and when I told my family, they were also concerned. But I knew the company was giving me a chance to prove myself in an unusual environment. It’s the kind of

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Training Gen-Y

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Hong Kong Police Force: training Gen-Y|

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The Hong Kong Police Force employs a multigenerational work force, with new generations representing somewhat of a departure from old learning styles and values. This has been recognised by the Force, who have sought to accommodate the web savvy Gen-X and Gen-Y. As we progress further into the decade, more and more baby boomers will begin to retire from the Force, creating a large number of senior positions that need to be filled. Many of the people filling these positions will be from Gen-Y. As at November 2010, about 6,300 or 22% of staff in the Hong Kong Police Force (HKPF) belong to Gen-Y and it is forecast that within five years, they will make up 41% of the Force. Kevin Woods, Assistant Commissioner of Police commented, “We are going to be losing a lot of people over the next few years, and we are having to replenish. We are finding that the cohort at the moment is much bigger, so training demand has gone up dramatically. One of the major problems we face is training extraction, which involves front line units releasing staff to attend in-service training.” He went on to say, “We have had to change the way we deliver our content. We are currently exploring ways to deliver the building blocks, as mentioned with e-learning. We are looking for a way to either get more into courses, or shorten the courses, leading to the ability to train higher amounts of officers, while still keeping to the main values.” Phillip Sham, Chief Superintendent of Police, highlighted a number of changes the Force has implemented in order to update and appeal to the younger generations, “We have changed content, adopted new methods and teaching. We support

Kevin Woods, Assistant Commissioner of Police

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Training provider overview

Tricor Human Capital Limited Company Profile

Contact person Telephone Fax Address

Tricor Human Capital, a member of Tricor and BEA Group, is a one-stop Human Resources (HR) and Talent Management solutions provider, assisting clients to optimise and strategise their businesses. Using globallyrecognised online psychometric instruments developed by our strategic partner, Cubiks—our HR experts work with clients to tailor competencydriven talent solutions. Our consulting experts, along with the full-range of services offered further stamp our capabilities in customising effective HR strategies for clients in Greater China to achieve sustainable business through ‘people’.

Website Email

Austin Tay (852) 2150 2810 (852) 2110 0855 2307-10, Dah Sing Financial Centre, 108 Gloucester Road, Wanchai, Hong Kong www.hk.tricorglobal.com austin.tay@hk.tricorglobal.com

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Company Information

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Background

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Tricor, a member of The Bank of East Asia Group, is a global provider of integrated Business, Corporate and Investor Services. We are experts in corporate structuring and advisory functions. Working with our business partners, including international accounting and law firms, leading investment and private banks, and financial and tax advisers, we provide experienced consultancy and innovative business solutions. Our client portfolio includes the majority of companies listed on the Hong Kong Stock Exchange, more than 580 companies listed in Singapore and Malaysia, over 35 percent of the Fortune 500 companies, as well as a significant share of multinationals and private enterprises operating across international markets.

Key Training Features Overview

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Tailoring comprehensive HR strategies, Tricor Human Capital facilitates companies to perfect their business functioning through optimising human capital value. We generate competency-driven talent solutions for managerial and leadership capabilities development using globally recognised psychometric tools.

Main Subjects Our Human Capital Consulting Services include: • Personality and Preference Inventory (PAPI) • 360o Feedback • Talent Index • E-trayTM • Assessment and Development Centres • Ability Tests • Competency Profiler

Hours of Training Our HR consultants will tailor training programmes that best meet the needs of our clients.

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HR Guide to Learning & Development Sample  

HR Guide to Learning & Development features insight on HR from the learning and development perspective. For full publication copy, please c...

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