Monthly Archives: May 2015

Evaluating carers, improving dementia care

Cognisco, a specialist in assessing, managing and mitigating People Risk is co-presenting a masterclass called, ‘Evaluation of Carers’ Understanding, Confidence and Behaviour’ in partnership with leading care operator Belong at Dementia Challenge 2015 on 2nd June 2015.

Dementia Challenge: Defeating the Disease is the latest in a series of events from Govtoday focused on the fight back against dementia. The event provides a platform for discussion of the issues affecting those who live or work with dementia on an everyday basis.

 

Amanda Green, Principal Consultant at Cognisco, and Phil Orton, Head of Training and Development at Belong, will jointly present their new Dementia*Care assessment and discuss how it enables Care Home Providers to accurately measure the competency and behaviour of carers working with those living with dementia and audit and evidence the quality of care provided for regulators, residents and their families.

They will also discuss how their unique approach enables care home providers to ensure that training is effective and that the learning translates into desired workplace behaviours.

 

Amanda Green said:

“Most care providers train their staff during their induction period; however, the effectiveness of the training is rarely evaluated. Managers are commonly in the dark about how well the training was understood, and how much training and understanding is then applied on the job and put into practice on the frontline.

“Our assessment really drills down into what carers know and how they are likely to apply their knowledge when working with patients. We’re really looking forward to sharing our learning with delegates at Dementia Challenge.”

 

The Dementia*Care assessment uses situational judgement questions based on real life scenarios to test Carers knowledge, competence and confidence in areas of their roles. The results highlight any gaps and weaknesses and illustrate how Carers are likely to think, act and behave in their roles.

Providers gain insight into the competence levels of their entire workforce, enabling them to better plan their recruitment strategies and training, enabling them to target training only where it is needed most, reducing training costs and improving individual performance quickly.

 

Phil Orton, Head of People Management & Development at Belong said:

“This event is the ideal opportunity to introduce the new assessment to delegates. We have introduced the assessment to staff in our care homes and we will also share our experience and findings. We believe is the assessment is a potential game changer for the social care sector, providing a simple and effective way of measuring competence in line with regulatory standards.”

The ‘Evaluation of Carers’ Understanding, Confidence and Behaviour’ masterclass will take place between 13:45-14.30pm on 2nd June 2015 at Dementia Challenge, The Mermaid, London.

To register for this event please visit www.dementia-challenge2015.co.uk.

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Cognisco co-presents a masterclass on improving standards in Dementia Care at Dementia Challenge 2015

The Mermaid Conference & Event Centre, London on 2nd June 2015

26th May 2015 – Cognisco, a specialist in assessing, managing and mitigating People Risk is co-presenting a masterclass called, ‘Evaluation of Carers’ Understanding, Confidence and Behaviour’ in partnership with leading care operator, Belong at Dementia Challenge 2015 on 2nd June 2015.

 

Dementia Challenge event is the latest in a series of events from GovToday focused on the fight back against dementia. The event provides a platform for discussion of the issues affecting those who live or work with dementia on an everyday basis.

 

Amanda Green, Principal Consultant at Cognisco and Phil Orton, Head of Training and Development at Belong will jointly present their new Dementia* Care assessment and discuss how it enables Care Home Providers to accurately measure the competency and behaviour of carers working with dementia sufferers and audit and evidence the quality of care provided for regulators, residents and their families.

 

They will also discuss how their unique approach enables care home providers to ensure that training is effective and that the learning translates into desired workplace behaviours.

 

Amanda Green said: “Most care providers train their staff during their induction period; however, the effectiveness of the training is rarely evaluated. Managers are commonly in the dark about how well the training was understood, and how much training and understanding is then applied on the job and put into practice on the frontline.

 

“Our assessment really drills down into what carers know and how they are likely to apply their knowledge when working with patients. We’re really looking forward to sharing our learning with delegates at Dementia Challenge.”

 

The Dementia*Care assessment uses situational judgement questions based on real life scenarios to test Carers knowledge, competence and confidence in areas of their roles. The results highlight any gaps and weaknesses and illustrate how Carers are likely to think, act and behave in their roles.

 

Providers gain insight into the competence levels of their entire workforce, enabling them to better plan their recruitment strategies and training, enabling them to target training only where it is needed most, reducing training costs and improving individual performance quickly.

Phil Orton, Head of People Management & Development at Belong said, “This event is the ideal opportunity to introduce the new assessment to delegates. We have introduced the assessment to staff in our care homes and we will also share our experience and findings. We believe is the assessment is a potential game changer for the social care sector, providing a simple and effective way of measuring competence in line with regulatory standards.”

The ‘Evaluation of Carers’ Understanding, Confidence and Behaviour’ masterclass will take place between 12-12.45pm on 2nd June 2015 at Dementia Challenge in London.

 

To register for this event please visit www.dementia-challenge2015.co.uk.

Ensuring customer service excellence for your customers

According to research by First Direct, inadequate service is costing UK companies £7.7bn a year in lost business, with people increasingly turning their back on brands that don’t deliver.

It’s not just the lost profits that companies need to worry about; poor customer service can damage brand reputation, cause customers to defect and in regulated industries, increase the risks of financial penalties.

A common problem is that despite high investment in the training of call centre staff including away-days, workshops and e-Learning, they still make errors when dealing with customer queries or complaints. How can companies address this issue and ensure a consistent level of service excellence?

 

Understanding the root causes of poor customer service

When customer services aren’t up to par, the first symptoms a business may notice is lower than expected scores on customer satisfaction surveys, increased call backs to the contact centre, and increased customer complaints or a longer than average time to resolve a customer query.

The standard solution of providing more staff training and one to one coaching is unlikely to yield any real improvement unless the root causes of why this is happening are uncovered.

 

The real nub of the problem tends to be one of the following three situations:

– People don’t truly understand what they’ve been “told”

Just because people are given extensive training, it doesn’t necessarily mean that they truly understand how, when and why they should use it.

The typical multiple choice questionnaire handed out at the end of a training course, can only really measure someone’s ability to select the right answer from a list of possible answers.  It does not identify if a person truly understands in what specific circumstance they should apply their knowledge.

 

– People are 100% confident they do know and they do understand – when in fact they don’t.

Often people will come to work believing they’re doing a great job. If a customer has a query, they are confident the advice they’ve given is right and they will be happy they’ve followed the correct company process and procedures.

When asked to attend a training or refresher course people can wrongly believe they already know everything, which makes them approach the course with the wrong motivation; a desire and intent to simply “get through it and tick the boxes”, rather than with a genuine interest or agenda for re-examining the subject and challenging their own understanding.

 

– The tools and resources provided are not used to best advantage

Most organisations make significant investment in Learning and Development Systems, tools, materials and expertise and many have made an even greater investment in organising, maintaining and syndicating industry and “Corporate Knowledge” via a central Knowledge Management System.

However, these may not be designed or presented in the best way for people to get the most out of them. The information provided via the Intranet or Knowledge Management solution may be excellent but if the people find it difficult to use or time consuming they will soon abandon it.

 

The solution

Developing ‘outstanding’ customer service is challenging however, it is not impossible. What is often overlooked in many companies is that organisational effectiveness lies not in how well processes are engineered but whether employees actually understand what they have been trained to do and if they have the confidence to do it in the right way, every time.

Typically 30% of employees in any company misunderstand at least one key aspect of their role, in spite of the fact they have received training.

 

One issue is that too often companies take a ‘sheep dip,’ approach to training – delivering training that is ‘one size fits all’, untargeted and ineffective. Many companies also fail to benchmark staff or measure what people really understand versus what they think they understand and how their knowledge is actually applied at work.

To meet the challenges of delivering consistently excellent customer service, companies need to assess their employees to ensure they are delivering the right training, development, information and management processes that allow them to excel in their roles and keep customers happy and loyal.  One way to do this is using employee assessments designed to test and measure advisors in realistic ‘on the job’ situations.

 

These types of assessments use situational judgement questions asking people what they would do in certain situations, such as handling a customer complaint. The results will reveal knowledge gaps and unacceptable behaviour thus giving managers a clear picture of the strengths and weaknesses of every individual.

It is crucial that managers understand not just how competent their staff are, but how they use their knowledge and how they apply this at work. Once gaps in understanding have been identified, companies can design specific interventions, avoiding the one-size fits all approach to training and provide appropriate learning media and resources to address it.

What is People Risk?

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Barely a week goes by without a large and usually highly respected and admired organisation having to deal with high profile and unwanted press attention and or significant fines or penalties from a government or regulatory body, because someone in the organisation has made the wrong decision, behaved inappropriately or simply not understood the rules or processes they were asked or required to follow.

Public Sector and Private sector alike, each one has to deal with the fall out and the ramifications are significant.

While the associated financial penalties can be vast and crippling at one end of the spectrum, at the other, people lose their lives.

 

The net result is a loss of trust, damage to reputation and share price and a great deal of soul-searching and work to do if the organisation is ever to recover.

Yet we live and work in a highly sophisticated society. We have Risk, Governance and Compliance experts and we invest vast sums in Enterprise Risk Management Systems, Competency Management Processes and e-Learning Platforms.

We are not short of governance, process and procedure or of the people who are tasked with devising or enforcing them; so what is it that keeps going wrong? Why do companies keep making what appear to be fundamentally basic errors and why do people simply not do what it is they are asked or expected to, when to do so would seem like simple common sense?

 

That, is People Risk.

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As a society we have grown accustomed to looking for a break or a problem in the process. We model and define our risk based on factors we can measure and make provision for those we think we can’t.

But the problem no longer lies in the process. We have engineered our processes and procedures and optimised them so they can no longer fail. When we add or change something we know how to update and communicate the new rules and new processes so that everyone understands.

 

Or at least we think they do.

And that’s where the problem lies.

It is not the processes or procedures that deliver the customer service, or run the hospitals or make the financial trades or decisions, it is the people we task with following them that do that.

And unless you can be sure that the people you task with following the processes and procedures you put in place, truly understand them and have the confidence and knowledge to know how and when to apply them, they will fail.

 

And they do, regularly.

And it impacts the customer service we receive the safety of our workforce, the security of our money and our personal data and the very health and wellbeing of the people we love.

Cognisco are expert in People Risk, we help organisations identify and address where the knowledge, understanding and confidence of their workforce is putting themselves or their company at risk.

 

 

Thames Water: Optimise jv to reduce cable strike risks for engineers

Optimise, one of Thames Water’s AMP6 alliance partners, is working with People Risk specialist Cognisco to assess engineers in cable strike avoidance techniques.

Thames Water is aiming to reduce the risk of underground cable strikes and improve safety standards for engineers by requiring them to undertake a cable avoidance evaluation assessment to ensure they can meet and demonstrate competence, confidence and project safety compliance standards.

An estimated 60,000 accidental underground cable strikes occur every year which can cause serious injury or death and cost businesses millions of pounds in associated damages and compensation costs.

To reduce cable strike risks, Thames Water is requiring all engineers to complete a cable avoidance assessment to demonstrate their competence.

.Cognisco’s Cable Avoidance Evaluation offers a new approach to traditional cable strike avoidance training based on the latest behavioural training and assessment techniques.

The assessment uses situational judgement questions based on realistic scenarios that utilities workers encounter daily and measures the knowledge, competence and confidence of workers in all aspects of the role. The results reveal what people know, as well as their behaviour and attitude towards risk, and highlight any knowledge gaps and specific training needs so they can be addressed.

To date, 1035 individuals from 28 different companies working through Optimise have participated in the Cable Avoidance Evaluation and the assessment will be delivered to hundreds more engineers.

Nick Gilbert, Health, Safety, Environment and Quality Manager at Optimise commented:

“The industry has worked hard to reduce the number of strikes in recent years and the introduction of the Cognisco behavioural assessment really made us refocus on the ‘risk’ of people and develop improved briefings and training to ensure our people have the right balance of competence and confidence. This, combined with other initiatives, has led to a year on year reduction of service strikes and I am convinced that the assessment has contributed to this success.”

To find out more about the programme click here.

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Cognisco brings unique approach to managing People Risk to Retail Banking 2015

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The Waldorf Astoria Hilton, London – 21st May 2015

14th May 2015 – Cognisco, a specialist in managing and mitigating People Risk and assessing employee behaviour is attending Retail Banking 2015 to discuss how banks are improving the way they measure employee competence and identify and mitigate People Risks using my*KNOW, its flagship competency management system.

This leading banking conference brings together high-street banks, retailers, new market entrants, financial professions and industry disruptors to discuss the key issues facing the industry, and asks important questions about the future of retail banking in the face of a dramatically challenging landscape.

Cognisco is working with several retail banks to assess the competency and confidence of employees in regulated sales, front facing customer roles through to in wealth management teams or working in risk based roles, identifying individual knowledge gaps and training needs, which if unaddressed, could pose serious risks to the organisation.

Whilst many banks have robust governance, risk and control solutions, they often don’t have the means of accurately measuring and assessing their People Risks – an issue ever more pressing in light of recent miss-selling scandals, regulatory developments and pressures and the need for the industry to rebuild customer trust.

Mary Clarke, CEO at Cognisco said: “The banking sector is still going through major transition. Many banks want to transform their culture, but to do so they first they need to understand peoples’ competence and behaviour in order to spot and address their People Risks.  In our experience, up to 30% of an organisation’s workforce has serious gaps in understanding or misplaced confidence which poses a consistent and significant threat to the business.

Our approach to assessment helps firms realise the potential of their workforce by identifying, managing and mitigating specific gaps in understanding, competence and confidence that may present a risk either to the customer, their organisations operational effectiveness and its reputation, its shareholders or the employee themselves.”

“By focusing on people and the root causes of behaviour, not just the process elements, our approach is helping change banking culture for the better and to rebuild trust and reputation,” adds Ms Clarke.

The team from Cognisco will be at the conference to discuss their unique approach to understanding employee behaviour and mitigating People Risk. They will demonstrate how my*Know offers an easy way for companies to manage, monitor and report on their employees competence, compliance and development needs.

Cognisco’s assessment approach, developed by an in-house team of expert psychologists, helps ensure individuals understand how and when to use their knowledge appropriately and how companies can better align specific learning and training resources to support each individual as and when they need it.