Professional Development
Performance Review Cycle
High-level view of the cycle with role assignments
Campaign Goals
Our goal is to establish governance of the Performance Review Cycle, create trust in the process, and encourage engagement. The solution includes resources that address role-specific needs for individual contributors, new hires, and people managers. The library of assets includes job aids and eLearning microlessons, personalized for each role and phase of the cycle.
Deliverable: eLearning Modules
The campaign is a game, customized for our organization - an airport authority. It is delivered in increments to communicate steps and best practices for each phase of the cycle. Users choose the "player" that matches their role in the organization so the learning will be personalized for them, and they collect passport stamps for each completed phase.
The Game Board
Performance Objectives for Phase 3:
Identify their role in Phase 3 of the cycle.
Execute their responsibilities for Phase 3.
Advance their personal growth through meaningful reflection, reporting, and multidirectional feedback.
Achieve high performance by aligning their purpose to ACAA's priorities and competencies.
Development Tools: Articulate Storyline, Adobe Express, PowerPoint, Word, Excel
PLACE HOLDER FOR BUTTON
Deliverable: Job Aids
These were sent in direct communications to every employee: Individual Contributors, New Hires, and People Managers. The purpose is to reinforce the eLearning performance objectives and provide guidance in the employees' moments of need.
Individual Contributor
Hank
New Hire
Mara
People Manager
Shari
Leadership Development Program
My Role & Contributions
I perform the following functions in a supportive role:
Facilitator
Designer of curriculum and program activities/events
Developer of learning solutions and assets
Coursework
Systems Thinking
Dynamics of Organizational Change
Project Governance
Human-Centered Design
Future-Thinking Innovation
Culminating Project
Branding
LDP Flyer
Community Engagement
Description of Ready for Takeoff
PDF created in Microsoft Publisher.
How to de-escalate customers
Immediate Problems
Dissatisfied customer escalation
Uncomfortable or stressed employee
Potential Long-term Consequences
Customer churn (lost revenue)
Customer gives poor review (missed opportunities)
Customer becomes aggressive (could be a threat)
Employee becomes dissatisfied with job (turnover)
Performance Goal
Employee will de-escalate the customer which improves the immediate experiences of all parties and avoids potential long-term negative consequences.
Solution
Employee completes scenario-based activities to practice de-escalation.
Employee is provided a job aid to support them in their moment of need.