It's the 30th of May 2014 and I am travelling from Basildon, Essex in the UK to Hanger Lane in Ealing, London. But the challenge is there is a London Underground strike and when I get to Sheperds Bush station which is an interchange for me to get to Hanger Lane station, the station is closed. I have a training course starting at 10.30, I need about 45 minutes to set up and it's already 8.50am, and suprisingly I'm not worried or anxious. Here is why. I switch on my android phone and navigate to the Transport for London website using the Google Chrome app. Once on the site I use the, Plan a Journey web app to do a search for travel from Shepherds Bush to Hanger Lane selecting the buses only option. And I am presented with my solution: Bus 95 and a 39 minute journey. Off course I get to my location and set up for the course well ahead of time. So what's the point of me telling you about my journey to work? It demosntrates something very important - effective performance support. Conrad Gottfredson and Bob Mosher in explaing performance support wrote about the Five Moments of Need, and here is their description of each moment:
- When people are learning how to do something for the first time (New);
- When people are expanding the breadth and depth of what they have learned (More);
- When they need to act upon what they have learned, which includes planning what they will do, remembering what they may have forgotten, or adapting their performance to a unique situation (Apply);
- When problems arise, or things break or don’t work the way they were intended (Solve); and,
- When people need to learn a new way of doing something, which requires them to change skills that are deeply ingrained in their performance practices (Change).
For more on this see the article at - http://www.learningsolutionsmag.com/articles/949/
