IT 5160 – June 7, 2005 Front End Analysis for FWSP
Name of Course:
Effective Presentations for Non-Trainers (EPNT)
There is a population of employees at EchoStar/DISH Network who cannot prepare and/or give a presentation on a topic with which they should be familiar. The current Effective Presentations course is designed primarily for corporate trainers, focusing on learner types and some adult learning theory, with little or no emphasis on preparation and presentation skills. Therefore, non-trainer employees who take the course fail to learn basic public speaking skills. Additionally, the current course consists of eight hours of classroom (ILT) training, a serious detriment in an organization that values efficiency above all else.
The goal of this course is to provide non-trainer employees at EchoStar with the knowledge and tools necessary for creating and giving effective presentations, focusing on preparation of the subject matter, practicing the presentation and overcoming fear and other obstacles; while reducing the amount of time the participants must spend in a classroom away from his/her work.
With the advent of Sarbanes-Oxley, more and more emphasis is being placed on the ability to document your actions and then communicate those actions to a varied audience. Traditionally, most presentations were given by
sales and marketing people to potential clients, along with managers and above giving presentations to the executive team.
Now, employees as diverse as interns, engineering, developers and call center supervisors are expected to have the ability to create and perform a thoughtful, interesting and effective presentation. EchoStar expects its managers to help employees reach their full potential; therefore, managers are asking their direct reports to give weekly presentations to the team in an effort to develop public speaking skills. Additionally, EchoStar plays host to the Team Summit, an event in which the company brings in over 3,000 retailers from across the country to listen to presentations from DISH-related departments (engineering, programming, etc.). Representatives from each department create and give a presentation on upcoming products. Human Resources Development (HRD) works with these departments to critique and refine the presentations long before Team Summit. During the course of this review process, it was determined that not enough was being done to teach effective presentation skills.
Additional needs analysis stems from an informal analysis based on interviews with trainers across the organization (call centers, dish installation and corporate) to assess the quality of the existing program. Currently, there are four hours of instruction in which participants learn about audience types and adult learning theory, and then they break for lunch and presentation preparation. Following lunch, participants give their presentation to the class, who critique what was done well and what was done poorly. Interviews with various trainers indicate that the quality of these afternoon sessions are not as good as they ought to be, indicating that the current format is not meeting the learners’ needs.
The opinions of the learners themselves are also taken into account when performing the needs analysis. Again, informal interviews after several sessions indicate that the most useful portion of the class was the presentation and feedback. The majority of the learners felt they were not given the best information for creating a presentation for their business environment. Furthermore, the learners did not feel that they had adequate preparation and practice time to create an effective presentation. In short, learners need to know how to determine the type of presentation they will make, what steps to take in preparing a presentation, and how to actually give that presentation.
Part of the challenge, and the enjoyment, of designing for the corporate environment is the variety of learners that the designer must take into consideration. This course (EPNT) will be offered across the organization. This means the audience will consist of people from age 18 – 65+. The typical corporate participant will be an employee who
has been asked by his/her manager to attend the course to improve presentation skills for weekly presentations, interdepartmental presentations, or perhaps to simply develop that employee’s overall training and business experience. The corporate audience can come from any department.
While the class is offered organization-wide, it is also part of a required curriculum for the Coach Career Path; New and Existing Managers; and CLIMB (Core Leadership in Managing Business) Program. Each of these programs is designed specifically for emerging leaders, that is, employees who have been identified as future managers and possible executive team material.
The Coach Career Path is aimed at the call center “coach”, who supervises a team of 10-15 customer service
representatives (CSR’s). In this program, coaches progress through three levels of growing expertise in leadership
and management classes. EPNT will be offered from the Associate to Expert level. Coaches can range anywhere from age 18 – 45+, but are typically around 20 years of age or so. Experience within the call center environment at
EchoStar is usually around one year, but can be as short as 4-6 months, depending on staffing levels. This learning audience has demonstrated the required product and technical knowledge required to be an expert among the CSR’s, which is why they were promoted to coach in the first place. Additionally, coaches have demonstrated a higher level of customer service skills. Most, if not all, coaches have a high school degree or equivalent, and many are pursuing their undergraduate degrees. This audience has limited experience giving presentations, focusing primarily on team meetings and one-on-ones.
The New and Existing Managers program is aimed at corporate and DNS (dish installation) managers, and is a series of classes designed to ensure HR compliance requirements and other leadership and management courses during the participants’ first year after being promoted to manager. DNS managers share many of the same characteristics as the coach audience; however, they typically have longer tenure at EchoStar and demonstrate a different skill set. DNS techs must demonstrate some customer relations skills, but have higher troubleshooting ability when it comes to installing dishes and solving problems on site. Typically, a DNS manager (Field Service Manager or FSM) is able to follow instructions and work independently while still upholding company policy. FSM’s must also satisfy stringent safety requirements for the workplace and field techs. DNS audience members will have limited presentation experience, primarily consisting of team meetings, small groups and one-on-ones.
Corporate managers and CLIMB participants can be a variety of ages, depending on the department and level of expertise. CLIMB participants are nominated by their managers and are chosen for the program based on six core competencies (most of which center on the ability to “go the distance” in leadership and management skills). Corporate participants range anywhere from accounting to engineering to legal, etc. Most have a college degree, or a working towards one. Additionally, many of the CLIMB participants have or are pursuing a graduate degree. These participants may have more experience giving presentations, particularly to audiences consisting of higher levels of management and may be asked to put more analysis into their presentations. They are also asked to make recommendations based on research and to support that recommendation, persuading the audience through the presentation.
User Goals and Objectives:
After taking this course, the user should have the knowledge of why presentation skills are important in any business setting, regardless of job description; how to create a coherent and useful presentation; identify the different types of presentations (persuade, inform, summarize, etc.); understand when and when not to use PowerPoint and other multimedia; and finally know how to give a good presentation – focusing on speaking style,
posture, movement, etc.
Therefore, the objectives for the course thus far are:
? To explain the importance of good presentation skills in the business environment.
? To identify and explain the steps in creating an effective presentation, including the kind of presentation being
given, the introduction, content, transitions and closing. ? To recognize when the use of multimedia (including PowerPoint) is or is not appropriate for your presentation. ? To identify and implement methods for creating a public speaking style, including overcoming fear, building
credibility, handling Q&A sessions, and the use of humor.