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Training Strategy: The New EnvironmentLess, More, Opportunities and Tactics
Jason B. Meyer, JD, CCEPPresident, LeadGood LLC@MeyerJason B
Chris Whicker, MBA, CCEPDirector, Corporate ComplianceDuke Energy
Workshop for the SCCE Compliance and Ethics Institute
Las Vegas, Nevada • Sunday, October 15, 2017
…plus special guests!
Introductions
2
Chris WhickerDirector, Corporate Compliance, Duke Energy
� Over 24 years of utility industry experience
� Leads corporate, FERC, state, and Records and Information Management
(RIM) compliance programs
� Manages administration of GRC tool (OpenPages) for Ethics and
Compliance organization
Jason B. Meyer, JD, CCEPPresident, LeadGood, LLC➢Former general counsel, chief compliance officer, business executive➢Decades of experience at the intersection of education and compliance
=> EduNeering => LRN => LeadGood➢First-of-kind courseware for educators, medical, sales, directors, leaders…➢Consulting on engagement, content organization, vendor selection and
management, education program assessments, “how to do”
compliance and ethics...
3
Ronnie FeldmanPresident, Learnings & Entertainments➢L&E is a network of comedians, actors, musicians and writers that focus on
employee engagement, communication and corporate education.➢Creative services, consulting and content provider. L&E Integrity & Speak Up Suites.➢Over 20 years playing in the entertainment and learning space.➢Former head of Second City’s RealBiz Shorts, a comedic ethics & compliance video
training series.➢No other usable skills or credentials.
Agenda
STRATEGY
● Just Tell Me What I Need To Know
● The Brave New World of Compliance and
Ethics Education
● Discussion
TACTICS
● Demonstration: Practical Examples
○ White Board Animation
○ (What’s So Funny ‘Bout) Compliance?
○ Using Values as a Tactic
● Discussion: Sharing Experiences
Plus… Special Guests and Surprises!
4
Chris:“Just Tell Me What I Need to Know”
STRATEGY
What’s wrong with the traditional approach to training?
● Generally lengthy and too comprehensive (converted from PowerPoint slides)
● Deployed conservatively – train all by default
● “Check the box” mentality
● All-inclusive – all potentially applicable rules and requirements regardless of risk
● Self-paced by trainee (click, click, click….)
● Lack of automated deploying, tracking, escalation, and reporting
● No standardized training protocol (i.e. deployment period, escalation)
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What are the challenges of the traditional approach?
● Expectations of regulators:
○ Accurate and verifiable tracking/reporting of completions
○ Ability to measure and demonstrate effectiveness
● No flexibility with frequency of messaging
● Too long, information overload
● Not engaging or dynamic
● Does not address various stages of worker (new, seasoned, changing roles)
● Increased training fatigue
● Increased scrutiny by management/trainees: “Why do I need to take this?”
●Worker productivity – less time training, more effective delivery and
increased retention
How do you shift the training paradigm?
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3 Key considerations
• Targeted: Deploy to only those individuals who need to know
• Effective: Make it understandable, engaging and easier to retain
• Concise: Include only relevant information and emphasize what’s
important
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Jason:The Brave New World of C&E Education
STRATEGY
CEI Exhibit Hall, circa 2016
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Compliance Training, circa 2003-20??
A procurement decision
Nonetheless, the regime persisted...
Was it working?
indictments on compliance training
engagement down
culture not catching on
the salience trap
(no)
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SCCE CEI Exhibitors, 2007
SCCE CEI Exhibitors, 2007
Integrated Education Solution
LMS / Education Technology
Education Content Provider
Compliance 360 ELI
Corpedia Syrus Global
Global Compliance WeComply
LRN
The Network
Red Hawk
SAI Global
Classifications by me, based on CEI Brochure. Apologies for errors. Correct me, don’t sue me.
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SCCE CEI Exhibitors, 2017
Integrated Education
Solution
LMS / Education
Technology
Education Content
Provider
DeltaNet Ascent Compliance Broadcat
Emtrain Convercent Clear Law Institute
LRN Snapcomms ComplianceWave
NAVEX Global EverFi
SAI Global Interactive Services
Skillsoft International Compliance
Training
Syntrio Learnings & Entertainments
True Office Learning Resonate Pictures Inc.
Rethink Compliance
Classifications by me, based on CEI Brochure. Apologies for errors. Correct me, don’t sue me.
Still more Content
Providers…
Second City Works
Snapcomms
Thomson Reuters Risk
TRACE International
Traliant
Twist and Shout Media
SCCE CEI Exhibitors, 2016Examples ≠ Endorsements
Humor: Second City / Learnings & Entertainments
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SCCE CEI Exhibitors, 2016Examples ≠ Endorsements
Series Television: Twist and Shout Media / Trailiant
SCCE CEI Exhibitors, 2016Examples ≠ Endorsements
Communication Streams:
ComplianceWave / Snapcomms / Learnings & Entertainments
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CEI Exhibit Hall, circa 2016-17
Proliferation of independent content providers
Offering elements, NOT complete solutions
Because possible… or because in demand?
?What content providers
do you use for C&I
education?
• We produce everything in house
• Outside providers; we make nothing in house
• Combination
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?How many outside
content providers do
you use for C&I
education?
• One, who is also our LMS provider
• One, who is different than our LMS provider
• 2-3
• 4
• 5
• 6
• 7
• 8
• 9+
Which of these media /
methods are you using
for C&I education?
(Show of hands)
• Slides / “PowerPoint” style
• Video
• Series video
• Animation
• Gaming
• Communication nuggets
• Email messages
• Social / Streams
13
What has been working? Where is engagement up?
(Twitter, FaceBook, SnapChat, Slack)
(YouTube)
(Gaming)
(Netflix, Amazon, Hulu, VOD)
?What am I supposed to do with this?
14
?What was your
background before you
got into compliance?
• Law / JD
• Human Resources
• Always compliance
• Business / management / MBA
• Marketing
• Education
• Journalism
• Broadcasting / Entertainment
• Other
The Brave New World: Compliance Content Programming
PROCUREMENT
● PowerPoint
● One stream
● All “push”
● “Hours per learner”
● Pick one solution provider every 3 years
● “Checking the Box”
PROGRAMMING
● Multiple formats and media
● Multiple streams
● “Pull” beats “push”
● Short and repeated
● Multiple providers
● Marketing elevated behavior
15
Discussion
STRATEGY
?At your organization,
what is the average
length of the usual C&I
e-learning experience
for a rank-and-file
employee?
• Under 5 minutes
• 5 – 12 mins.
• 12 – 20 mins.
• 20 – 30 mins.
• 30 – 45 mins.
• 45 – 65 mins.
• God help me!
16
?What do you think is
the ideal length of the
typical C&I e-learning
experience for a rank-
and-file employee?
• Under 5 minutes
• 5 – 12 mins.
• 12 – 20 mins.
• 20 – 30 mins.
• 30 – 45 mins.
• 45 – 65 mins.
• When I get ‘em I don’t let go
• There is no ideal
Today’s Workforce
32
Overwhelmed / Distracted / Impatient / Flexible / Collaborative
What is the percentage of time spent on things at work that workers consider of little
personal satisfaction and do not help
them get work done?
What percentage of workers complain that
they don’t have time to do their jobs?
What percentage of time in a typical
workweek do workers focus on training and
development?
17
Today’s Workforce
33
Overwhelmed / Distracted / Impatient / Flexible / Collaborative
What is the average number of times
workers are online every day?
What is the average number of times smartphones are unlocked per hour?
How many minutes pass before workers are interrupted by technology in the form of
an application and/or a collaboration tool?
Today’s Workforce
34
Overwhelmed / Distracted / Impatient / Flexible / Collaborative
How many minutes before workers
become bored with video messaging?
Typically, how many seconds do you have to catch a learner’s attention before they
click away?
18
Today’s Workforce
35
Overwhelmed / Distracted / Impatient / Flexible / Collaborative
What percentage of today’s global
workforce is considered mobile?
What percentage of today’s workers do most of their work somewhere other than
their employer’s location?
What percentage of today’s workforce is
comprised of contingent workers,
freelancers, etc.?
Today’s Workforce
36
Overwhelmed / Distracted / Impatient / Flexible / Collaborative
What percentage of today’s workforce
accomplishes training via on-the-job
interactions with peers, teammates, and
managers?
19
WHAT DO YOU THINK?
What do you think has
prompted this change in
the C&I provider
marketplace?
WHAT DO YOU THINK?
Any negative experiences
with “short and
repetitive”?
With employees?
With executives?
20
?What kind of staff do I need to pull this off?
Does your C&I training
team (in-house)
include…
(Show of hands)
• Instructional Designer
• Education specialist / CLO
• Training developer / author
• WHAT ELSE?
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Discussion
STRATEGY
IntermissionUm, about those “shorter training sessions….”
Jason B. Meyer, JD, CCEP
@MeyerJasonB
609-534-3535
Chris Whicker, MBA, CCEP
O: 704-382-2869
C: 704-650-6841
22
TACTICS
Show and Tell:Chris: Quick Whiteboard Animation
TACTICS
23
• Decentralized approach to development – 3 options
• Vendor
• Department (in-house)
• Training & Development Department (in-house)
• Centralized learning management system (LMS)
• Deployment/Delivery
• Tracking
• Escalation/Reports
• Learning Council
• Representatives from key business areas
• Leadership Training Council
• Oversight and approval of large deployments
Duke Energy Training
More
2016 Training by the Numbers
Duke Energy - Ethics & Compliance
• Number of eLearnings – 17 (1)
• Number of instances – 94,542
• Number of hours – 37,261 (2)
(1) Does not include training administered by other corporate areas (i.e. EH&S, Nuclear, HR).
(2) Hours based on average duration for each instance.
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• Select one complex training topic with large audience
• Review criteria for training and verify applicable to all workers currently targeted
• Document discussions/email with management and workers for future reference/deployments
• Select specific concepts that apply to certain workers and create shorter messaging, remove these individuals from larger deployment
Where do you start?
2015
• Two versions deployed: approximately 7 minutes
• Full version – 1,200 workers
• Condensed version (No Conduit Rule) - 6,900 workers
Example: Duke FERC Training Revamp
2016
• Reviewed content and audience
• Revised criteria for training and applied only to those with a match
• Reviewed for every department and worker/function
• Eliminated deployment to approximately 5,000 workers
• Identified specific topic from content for “need to know only” audience for targeted messaging (i.e. Human Resources) – created GoAnimate video
25
• Demonstrates to regulators that training approach is dynamic and effective
• Increases productivity (5,000 workers x 7minutes = 580 hours)
• Enhances accuracy for targeting applicable workers
• Identifies specific topics for short messaging
• Increases engagement with management and learners when assessing training needs
• Allows workers to pull topic specific training from intranet when needed
• Meets needs of today’s changing workforce and need for interaction/engagement
► DEMONSTRATION
Benefits
FERC Training: Shifting the paradigm
2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017
50
FERC mandates
annual training FERC classifications
assigned to workers
Training deployed
based on FERC
classifications
Condensed and Full
Versions shortened,
animation updated Adjusted criteria for
audience and eliminated
Created targeted
GoAnimate for HR
Sentencing Guidelines revised
with emphasis on training/communication
Two FERC trainings
created: Condensed
and Full Version
Create additional topic
Specific GoAnimates,
explore testing out of
training
out
26
RECAP: Three key considerations to shift the training paradigm
• Targeted: Deploy to only those individuals who need to know
• Effective: Make it understandable, engaging and easier to retain
• Concise: Include only relevant information and emphasize what’s
important
Discussion
TACTICS
27
Show and Tell:Ronnie: Comedy & Compliance
Special
Guest!
Ronnie Feldman, PresidentLearnings and Entertainment
www.LearningsEntertainments.comInfo@LearningsEntertainments.com872.302.7529@L_E_Creative
MITIGATE RISK: ACCESSIBILITY & APPROACHABILITY
• Disconnect: Helpful Advisors vs. Finger-wagging police force
• Trust & Influence: Training means nothing if you have poor culture
• Education: Training AND Communication
• Ease of Access: Remove barriers to information
• Communication: Simple…Positive…
...Interesting…Frequent. Don’t just train…
...Advertise!
28
COMPLIANCE NEEDS A MAKEOVER
• ENVIRONMENT MATTERS: Environment Influences Behavior
• FREQUENCY MATTERS: People Forget Stuff
• INTERSTING MATTERS: Boring Doesn’t Work
COMEDY & COMPLIANCE – ENTERTAINMENT & LEARNING
BUT WE HAVE A CONSERVATIVE CULTURE
LETS’ DISCUSS!
It’s not about the funny…It’s about:
• Getting employees to pay attention, engage & remember
• Breaking down barriers and opening up conversations
• Empathy. Self-Awareness. Establishing a culture
of trust and support.
29
BE INTERESTING! BE POSITIVE! BE UBIQUITOUS!
Regular vitamins are more effective than annual training inoculations!
The most efficient and effective way to mitigate risk is to focus on
communication, accessibility and approachability.
Extend your reach and integrate your messaging into the business to
maintain a more consistent, positive presence.
Discussion
TACTICS
30
Show and Tell:Jason: Values as a Tactic
TACTICS
The Trouble with Rules
● Who says I gotta?
● How do I remember?
● How do I “skirt”?
● What about the “Grey”?
● Sorry, what was that critical thing again?
?
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What can I remember?
What applies to multiple situations?
What “trumps” our desire to bend rules?
VALUES
What can I remember?
What applies to multiple situations?
32
TACTIC 1:
Integrate values
into short, regular
communications
TACTIC 2:
Make values the
centerpoint of
courseware
33
TACTIC 3:
Build a social
consensus around
values and
language
Discussion
TACTICS
34
WHAT DO YOU THINK?
What tactics are you
trying?
What is working?
What is not?
WHAT DO YOU THINK?
Anyone have experiences
to share about…
● Multi-channel
● “Pull” content
● Social streams
35
WHAT DO YOU THINK?
What are you considering
that you want to bounce
of the group?
Questions
36
Take Aways
CHRIS: Keys to success
Make it impactful
• Introduce “micro learning” concept
• Carve out “specific” topics and target only those that “need to know”
• Understand the difference between training and awareness
• Vary methods of delivery and adapt to the audience
• eLearnings
• Email blasts
• Video/animation/whiteboard
• Classroom
• Intranet
Continually assess
• Regularly review criteria for determining audience
• Measure effectiveness and solicit feedback
• Challenge status quo – review regulations and associated compliance requirements
37
JASON: The New World of Compliance Content Programming
• Short, not long
• Show, not tell
• Push, not pull
• Choice, not chance
• Program, not procure S S S S SSSS P C P ?P C P ?P C P ?P C P ?
Thanks!
Jason B. Meyer, JD, CCEP
@MeyerJasonB
609-534-3535
Chris Whicker, MBA, CCEP
O: 704-382-2869
C: 704-650-6841
Keep the
conversation going!
Ronnie Feldman
@L_E_Creative
872-302-7529
38
Appendix
Duke Energy CorporationRegulated Utilities
� Duke Energy Carolinas, LLC (“DEC”)
� Duke Energy Progress, Inc. (“DEP”)
� Duke Energy Florida, Inc. (“DEF”)
� Duke Energy Indiana, Inc. (“DEI”)
� Duke Energy Ohio, Inc.* (“DEO”)
� Duke Energy Kentucky, Inc. (“DEK”)
* Transmission and distribution are rate-regulated. Generation is not rate-regulated. Does not have captive power customers.
Customers
7.4 Million retail customers
� North/South Carolina - 4.1 Million
� Florida - 1.7 Million
� Ohio/Kentucky/Indiana - 1.6 Million
Note: 525,000 retail gas customers in southwestern Ohio and northern Kentucky
Regulated Generation
50,000 MW
� Coal – 41%
� Nuclear – 33%
� Gas and Oil – 24%
� Hydroelectric and Solar – 2%
Employees
47,000*
*Includes contingent workers.
Legacy Duke Energy
Legacy Progress Energy
Duke Energy Renewables2,400 MW
� Wind and solar renewable generation and energy
transmission projects throughout the United States
39
Duke Energy Ethics & Compliance Organization
Pres, CEO &
Chair of BOD
Audit Committee
Board of
Directors
VP, Chief E&C
Officer
RIMFederal
Exec VP & Chief
Legal Officer
Federal
Ethics
Director,
Compliance
Program
Director,
Corporate
Compliance
Director,
Ethics and
Training Program
Training
Director,
NERC Compliance
Ethics
Training
RIM
NERC
NERC
NERC
NERC
NERC NERC
NERC NERC
AnalystState
State
IT Analyst
Ethics & Compliance
� FERC
� NERC
� FERC Market Based Rate / Cost Based Rate
� Data Privacy
� Code of Business Ethics
� State Regulatory
� FCPA
� Political Activity
� Records & Information Management
� Federal Acquisition Regulation
� Dodd-Frank
Training Breakdown
Other Compliance Areas
� EH&S
� Nuclear
� Human Resources
� Information Technology
� Gas Operations
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