By Zahn Alimbay in Program Effectiveness — May 11, 2024

The Future of Training is Storytelling

Training, together with policies and procedures, is often the go-to solution for everything, from embedding the Tone from the Top and values to training on compliance requirements, procedures, and process steps to improving the Speak Up culture and even as an accountability tool. It’s not a secret—employees are tired of it.

Training has its place in the compliance toolbox—this is not debatable—but it’s not a panacea for every problem. That said, training can be a game-changer if used effectively.

What’s wrong with compliance training?

It’s not the training per se that is a problem; it’s how we go about it.

I have seen many organisations use training as a tick-the-box exercise: there is a new policy or change in law - a new procedure is issued, and staff is trained. In case of a breach, the employer can go back to the trained employee and, based on the fact that the employee was told what to do and trained, apply disciplinary measures.

What’s missing? The value bit.

Let me explain what I mean by this.

There is another way.

In the previous issue of this newsletter, WSJ Chief Compliance Officer Council Summit: Key Takeaways (Part I) (alimbay.me), I discussed how Microsoft re-invented its training, moving away from boring online courses which usually received low engagement rates from their employees (we have all been there, haven’t we?), into the exciting world of storytelling.

Its objective is not to deliver bits and pieces of corporate policies and procedures together with standardised tests at the end of it but to truly help employees and partners navigate the world of ethical dilemmas and learn how to make the right choices. For Microsoft, it’s about a growth mindset rather than a “tick-the-box.” Pause, think, ask—talk about it, discuss it, and debate. The exact process each of us goes through in our minds when we make a decision. That’s the value I am talking about.

And there is more to it, of course. It’s the mode of delivery rooted in how we consume information and what influences our choices. Plus, flawed characters, dramatic cliffhangers and social context – all like in real life. I was told that even Microsoft’s President Brad Smith joined a debate on more than one occasion.

Microsoft is not the only company that has adopted storytelling to help employees along their ethical journeys. Meta has followed suit, too. Like with Netflix shows, binge-watching was guaranteed.

How to make training effective?

Of course, only a few companies can afford to splash out on their own ethical drama series. Many ethics and compliance organisations struggle to get a sufficient budget for even a modest visibility/ poster campaign. The motto of the past decade is “Do more with less.”

But even minor tweaks can go a long way. This is my go-to list:

Communication raises awareness, and training helps the audience learn and apply their knowledge. Ethical dilemmas, real-life scenarios from organisations' past incidents and social context will help the audience transpose learned standards into their day-to-day conduct.
E-learning ≠ Face-to-face engagement. It’s not a secret: employees are tired of endless e-learning. The impact of face-to-face conversation should not be underestimated. The ability to discuss the dilemma, ask questions and confirm understanding should not be underestimated. Remember: pause, think, ask—talk about it, discuss, and debate.
Think about outcomes you want to achieve. Education is one of those, but training should also reinforce these five pillars that frame individual conduct:
- Moral Attentiveness (Can employees recognise the situation representing a concern? Can they recognise what’s right or wrong? Help them to make the right choices.)
- Moral Engagement (Do employees believe that the organisation is driven by its declared values? Are they motivated to follow those and speak up if something is wrong?)
- Clarity of Expectations (Does the organisation make it clear what standards of conduct are expected from employees? Does it engage to explain the “what” and the “why” and give engaget to do the right thing?)
- Organisational Justice (Do employees believe the organisation will apply a fair process? Will leadership act upon a report? Are there consequences for misconduct? Lead by example).
- Psychological safety (Do employees feel psychologically safe doing the right thing under pressure, raising concerns, and speaking up? Will their leaders listen and act?)
70:20:10 Learning Model works:
- 70% on-the-job learning
- 20% learning through others

10% formal learning through training resources

Content and delivery method tailored and relevant to the audience: general awareness for all personnel, tailored training for high-risk groups, targeted job groups, and gatekeepers. Seniority, experience, and geographical context are also essential considerations.
The trainer's profile impacts the level of comprehension. This is particularly true for role-specific and targeted training and for more senior/ experienced audiences. Invest in training the trainer.

It is the knowledge that matters. And there are other ways to deliver it.

What organisations need to focus on is knowledge retention and the ability to apply learned skills in practice. Training is not the only way to get there. Try these alternatives:

Situational learning
Coaching & Mentoring
Behaviour modelling
“Water cooler conversations”
“On-the-job” learning

Leaders can make a significant impact, too. As Mary Broad and John Newstrom concluded in their book “Transfer of Training”, the employee supervisor plays the most influential role in determining whether the skills and knowledge they acquire will actually be used in their job.

Each organisation is different, and one size does not fit every circumstance. Only by trying different approaches you can see what works and what does not. But no matter which approach you choose, the critical question remains: How well do the learnings stick?

See you next Saturday!

If you are embarking on your own compliance transformational journey and need help designing and enhancing your compliance program, get in touch with us. We are here to help!

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