The Belgian Experience Knowledge transfer programmes as an answer to mass retirement

1. The Belgian Experience Knowledge transfer programmes as an answer to mass retirement Hilde Van Riet Project leader of Knowledge Management and Learning Solutions Training Institute of the Federal Administration (TIFA) 27/10/2016

3. Contents • Context, FPS Personnel and Organization & TIFA • Generation issue within the Belgian Federal Administration • inverted age pyramid • consequences for loss of knowledge and experience • Knowledge management approach • toolkit and instruments developed by the Belgian Federal Administration • an answer to the mass retirement of civil servants • Learning approach & training methodology • a blended learning approach • to spread the use of those toolkits and instruments • Evaluation and TIFA’s next steps

4. Our context: TIFA in the Belgianadministration 3 languages • Target audience • Learning offer • Some key figures 3 regions Federal towns Provinces

5. Consumer Protection Sociatal integration and Social Economy The Belgian Federal CivilService: structure Federal Public Services (ex « Ministries ») Employment & Social Consultation Public Health, Food Safety & Environment Chancellary Foreign Affairs Justice Finance programmematicPublic Services Sustainable Development Budget & Management Control Mobility & Transport Home Affairs Defence Social Security Economy, SBO, the Self-Employed & Energy Personnel & Organization I.C.T. Scientific policy • Scientific Institutions • Scientific Institute of Public Health • Royal Observatory of Belgium • Royal Belgian Institute of Natural Sciences • … Parastatal Organizations -FederalAgency for the Reception of AsylumSeekers -The Food Agency -BelgianTechnicalCooperation -National Geographic Institute -…

6. Target audience: civil servants 77% Permanent (life-long employment) 23% contractual Level A University degree(Master’s ) Level B Highereducation(Bachelor’s) Level C Secondary school degree No formaldegree Level D

7. https://www.ofoifa.belgium.be TIFA offers: Open training offer Management Well-being & security Administrative & Legal matters Languages Human Resources Management Knowledge Management Personal Effectiveness Communication European affairs ICT

8. TIFA also offers… other KM transfer and learning options Induction training for new civilservants

9. Tailor-made Training or learning Projects

10. Open Learning Centre & Library about 300 items on knowledge management

11. Learning Networks: transfer of knowledge beyond TIFA borders Also: network COMMnet-KM-net

12. 2. The generation issue in the Belgian federal administration

13. Inverted age pyramid 2009 Federal Government services. Reference date 2009 Level A ,B, C, D 25 64 2.607 1.453 6.502 7.378 7.832 7.650 5.928 7.268 6.138 5.109 5.346 4.436 3.425 4.284 2.421 3.702 767 1322 Men Women Source

14. The challenge • 40 % of the civil servants • = • 50+ • (1OO% = 83.169) • Critical knowledge + motivation to be maintained • Support knowledge transferon organisational & individual level

15. Actual Inverted age pyramid januari 2016 Federal Government services. Reference date 2015. Level A ,B, C, D • NOG AAN TE VULLEN zie excel 123 66 3.069 2.247 6.869 7.156 5.482 6.281 4.923 5.761 4.266 4.602 3.699 4.148 3.043 3.877 1.897 2.354 400 479 Men Women Source

16. 3. The knowledge management approach TIFA COMM KM (now: Service Personnel and Organization development)

17. 2 complementary approaches TIFA Communication and Knowledge Management (Comm KM) • Expertise in the field of KM • Development of tools • Senior Junior projects (SR/JR) • Identification transversal need • SR need a certified course • Action on bigger scale Start project “Certified Course Transferring your knowledge” Combination 2 approaches  Individual & organizational benefits

18. Methodological guide Senior Junior The organizational approach Transferring your knowledge Organizing knowledge transfer Toolbox Senior Junior

19. Support knowledge transfer in organizations (Comm KM)

20. 3 Composition of task inventory 4 Determination of critical tasks and development of transfer plan 5 Transfer SR/JR and evaluation of acquired knowledge Knowledge transfer processdevelopedbyComm KM 1. Preparation of the transfer 2. Transfer 3. Evaluation of the transfer 1 6 Selection and validation of SR/JR duo Evaluation of the process 2 7 Training & sensibilization of SR/JR Decision of proceding transfer actions and adaption of methodology

21. Support byComm – KM: preparation of transfer • Identification of critical knowledge domains  Organizational portfolio of knowledge to be transferred • Proposition SR/JR duo + meeting • Adapted sensibilization and training • Project sheets • Communication plan • Information sessions • Structural aids: • community of practice • mentorship • job rotation

22. Organizational portfolio of knowledge to be transferred

23. Structural supports Duo / small group Diversity of knowledge to be transferred Big group Mentorship Community of practice Very diverse knowledge Evaluation after action, job rotation Evaluation after action Limited knowledge Number of concerned persons

24. 4. The learning approach & training methodology

25. Learning goals & results • Learning goals • Selecting specific knowledge to transfer • Constructing a transfer plan • Developing guiding methods • Evaluating and adjusting transfer actions • Applying basics of communication • Results: • Certified test • Effect in work environment

26. Adjustment to the target audience • Variety of civil servants AB/CD • 2 formats of training, both • Activity based, engaging the participant • Clear relation to the job (authentic material) • Involvement of the head of unit (critical tasks) • Clear result at the end, maximum valorisation • For an important number of participants

27. Adjustment to the target group

28. The blended learning concept Le dispositif 3 to 4 weeks Min. 4 weeks / max. 3 months • Basic KM concepts • Identification & prioritising critical knowledge • Methods and techniques for knowledge transfer • Introduction self study • E-learning • Individual work : developping documents for knowledge transfer • Alternative homework for civil servants level CD without computer • Methods & technics for knowledge transfer – exercises • Communication – exercices • Questions – answers - coaching • Open questions (closed book + open book) • Quality of deliveredindividual work

29. E-learning • https://ecampus.ofoifa.be • E-learning Train the trainer course in Dutch & French • Dynamic documents • Toolbox SR-JR • Animated guide (captivate) • Templates • Forum • Helpdesk • Satellite office • Technical

30. E-learning

31. E-learning Motive Start pre-knowledge Pedagogical methods Effective action Evaluation during training Follow-up Active listening Show appreciation Communicating better Questioning Adjusting attitude Clear communiction

32. A demo of experts Comm KM in the certified course • A “live” demo of the toolbox • Later on development of “animated guide” complementary to the toolbox https://ecampus.ofoifa.be/pluginfile.php/160839/mod_resource/content/5/TransmettreSesConnaissan

33. Cornerstone of the course, the “toolbox” Developed by Comm KM in collaboration with TIFA Support knowledge transfer via : Transferring your knowledge • 3 tools • Tasks inventory • Transfer / action plan • Survival kit / guide 3 actors: SR & JR & head of unit Toolbox Senior Junior

34. 3 steps transfer plan • 1. What to transfer? • The task inventory • Critical tasks • Prioritization • 2. How to transfer? • Knowledge transfer plan • 1 action: thesurvival kit • Interactive points • Starting point: JR • Transfer techniques • 3. How to evaluate thetransfer to the junior

35. Step 1:Whatto transfer? Start withthetaskinventory • Visual representation of main tasks and subtask • The taskinventory • More concrete than function description • Collaboration SR with head unit (starting up, feedback, finalisation) • 3 steps • Step 1: inventarise all tasks • Step 2: divide in sub tasks • Stap 3: what are the critical main and subtasks?

36. Task inventory (mindmap) Accentuate critical tasks Danger of discontinuation / optimal service • Prioritize: • Urgency • Difficulty • Follow-up

37. Step 2: How to transfer knowledge: the knowledge transfer plan • Action plan per main or subtask • Determing actions for transferring the specific task • Different parts: • The actions … SMART Pedagogical method? Transfer technique? • Who collaborates? • Time / action • Timing • Action executed yes / no • Important : update & finalisation when complete

38. Transfer plan

39. Transfer or actionplan for civil servants level C&D

40. Key action of the plan: preparing the survival kit • When the senior leaves, and there is no junior • Structured transfer of knowledge (template) • The kit comprises • Description of the function of the senior • Essential knowledge for doing the job • Tasks, attention to critical tasks • Referential documents • Tools • Specific lexicon • Contacts • Networks • Structural tool = to be personalised! • Civil servants level CD develop a survival guide

41. Step 3: Evaluation of transfer

42. Evaluation

43. Evaluate: did the junior acquire the necessary competences? • Check on the job • An active situation • Make a diagnostic • Correct the situation • Methods • Evaluation after action • Teachback sessions (simulation, then questions and clarifications) • Questionnaire (max. 20 questions about knowledge tools and techniques)

44. Transferring knowledge: The interactive part

45. Adjusting to the junior • Motivation • Acquired knowledge • Learning style • Stretch zone • Pedagogical method • How to deal with mistakes

46. Knowledge transfer techniques: overview • Storytelling • Appointing working objects • Describing the life cycle of workobjects • Formulating principles • What why how ladder • Situational judgement

47. Storytelling Effectivetechniqueto transfer knowledge • Knowledge has a a specificcontext, use of characters • Emotionsandexperiencescanbetransferred • Appeals on the imaginationof the audience(heroes!) • A story is more easy torememberthanformal content without context • Structure: context, centraltheme/ problem, impact on me, solutions, lessonslearned

48. Appointingworkobjects • Keyforthistechnique is: creating a shared workinglanguage • Avoidsdiscussionstouse a same word with different meaning

49. To treat In treatment All info? wait N finished Y Describing life cycle of workobjects • Concise description of the most important events andactivities of a workobject. • Examplecomplaints

50. As precise as possible, to avoid misunderstanding; • As concise as possible: (long sentences are more difficult to understand and Remember) Formulating • Basic rule • Choice • Conviction relevant for work context • explains validity of the principle • Avoid a non-funded opinion • Ask “why” • An opportunity for Interesting discussions Principles Reason Formulatingprinciples When a manager attributes a new task, he should first consult employees beforedeciding.’ Example ‘Employees are more motivated, whenthey feel concernedandheard in decisions. ‘first consulting, thendeciding’