Learning

Posted by Kirsten Gibbs
Last updated 21st October 2021
reading time

  • "There’s an interesting rule called the 70-20-10 rule, which states that 70% of learning comes from doing, 20% comes from observing in relationship, and only 10% comes from actual instruction."

    This is from my friend Grace Judson's leadership newsletter (well worth subscribing to).

    Here's how you might apply it if you have a Customer Experience Score in place:

    • Instruction: The person/people who want to develop into a new or additional Role read the Customer Experience Score, so they know what to play.
    • Observing in relationship: They observe someone already proficient in that Role playing the Score for real, with real clients.  At this stage these clients will come under the 80% of straightforward cases.
    • Instruction: They read the Customer Experience Score again, this time with some real examples to draw on.
    • Doing+Observing in relationship: They play the Score themselves, as a practice, not with real clients, but with experienced players taking the Role of clients, or fellow newbies armed with scenarios.   Start with the straightforward cases until people feel comfortable with that.   You know people have learned when they are able to critique each other.
    • Doing: While this is fresh in their mind, they play for real, with the Score at hand for reference, with real but straightforward clients.
    • Doing+Observing in relationship: Hold another group practice session.  This time, explore some of the 20% non-straightforward cases.  Your experienced players will love coming up with examples of these!
    • Doing: With this fresh in their mind, and the Score at hand for reference, you can let them play for real, with any kind of real client.

    It's a good idea to hold regular reviews of the Score, as part of group practice sessions.  Over time, people will internalise the Score, but not necessarily as it is written.  You want to share desirable variations and eliminate the undesirable ones.   Regular group practice will enable this.

    It is of course possible to do all this without a Customer Experience Score.  It will be harder though, because you have to spend time agreeing whose version of 'how we do things round here' is the right one.

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