SPECIAL FEATURE: KNOW YOUR COLLEAGUE: INTERVIEW WITH MARK NILLES, CHAIR, ISPI CONFERENCE COMMITTEE
What attracted you to PI/HPT/ISPI?
I’m drawn toward cognitive—or learning—sciences (i.e., how we learn), and I have a deep appreciation for learning experiences that are delivered and facilitated based on evidence-based learning and facilitation principles. In fact, 15 years ago, my career pivoted from project management to learning and development largely because of my fascination with the teaching-learning process. I enjoyed developing lesson plans, creating engaging participant engagement activities, designing compelling visuals, and guiding learners through a cohesive process to strengthen their understanding of important rules, concepts, and practices.
At some point, I came across the concept of performance improvement. Reframing and reimagining the activities I was supporting as “performance improvement” opened my eyes to the raison d’être of workplace learning. While greater understanding, insights, and enlightenment are notable achievements, without improved performance, individual and certainly organizational gains are unlikely to be sustainable, useful, or even measurable. With this new framing, I started thinking beyond the learning event to organizational goals and the workplace experience. Very quickly, I developed a more systems-based approach to analysis and intervention.
ISPI as “home base” for performance improvement expertise, exploration, and resources makes it a valuable organization for those of us helping individuals, teams, and organizations continuously improve and achieve.
Perhaps most importantly, though, as I’ve developed and deepened my connections with ISPI members and leadership, I appreciate the wisdom, kindness, and generosity of the community.
What is some of the work you are most proud of?
Ten years ago, I was working at an association that, among other things, provides learning opportunities for international development workers around the world. Our most popular offering was a multi-day in-person training on U.S. Government rules and regulations for organizations receiving funding to support their important work in public health, humanitarian assistance, economic development, conflict prevention, and other areas. The highly acclaimed training allowed participants to explore both the letter of the law and the grey areas, practical implications, and opportunities for waivers and exceptions. Organizations that successfully navigated these rules and regulations benefited not only from increased opportunities for funding but also more effective and efficient systems and procedures.
The training itself was excellent, but after participants received their certificates of completion, they were on their own to recall the main points from the training (with help from the massive training handbook and whatever notes they took).
I felt an obligation to do more to support our training participants, and I started seeking ways to stay connected to learners after a training event, essentially following them as they returned to work by providing them with opportunities to reinforce key points from the training and consider how to apply new knowledge, skills, and tools at work.
With support from the technical experts who led the training, I developed a learning reinforcement program that was delivered to participants by email following completion of the training. Participants who opted in received scenario-based questions—usually multiple choice—a few times a week in their email inbox. The questions centered on the most important terms, concepts, and guidance discussed during the training. After answering, they immediately received feedback that included additional insights on why the correct answer was correct, why it matters for success at work, and how to apply it effectively. The final question, asked roughly two months after the training ended, offered participants the opportunity to share what they’ve done differently at work because of their participation at the workshop and engagement with the follow-up learning reinforcement questions.
With success from that first learning reinforcement program, I developed similar programs for several of our other offerings. Over the course of nearly four years, we sent 80,000 learning reinforcement emails, and we achieved a 42% engagement rate, meaning our participants collectively engaged with more than 33,000 learning and performance support opportunities.
In addition to supporting ongoing learning and learning transfer, the program provided us with valuable data. For example, for questions that were answered incorrectly above our tolerance threshold, we would revalidate the question with the trainers and, as appropriate, discuss ways for those learning points to be conveyed more effectively during the training. And responses to our final question about changes and improvements at work based on the training provided us with valuable insights as well as “marketing” language.
Another benefit: we strengthened our position as a partner interested in real outcomes, not just a training provider looking to fill seats.
When people speak/think of you, what do you want them to say/remember?
Well, I’d love for people to think of me as smart, insightful, and fun. But more realistically and perhaps even better, I hope that people think of me as thoughtful, generous, and committed to making the world a better place.
Short bio
Mark Nilles has more than 20 years of professional experience in the international development sector. Increasingly, and almost exclusively for the past 15 years, his focus has shifted from programming and compliance oversight to capacity strengthening, training, professional development, and supporting a variety of learning and performance solutions. By applying evidence-based learning principles and practices, advocating for the learner always, and using insights from evaluation for continuous improvement, his approaches are ambitious, innovative, and effective. Mark has been dogsledding in Mongolia, celebrated New Years in Timbuktu, attended Masai rites of passage on the equator, and watched the sun set on the Taj Mahal. He currently lives in Baltimore, MD.
What you do and/or are doing now. Where you can be reached?
I lost my dream job earlier this year—one of thousands who was affected by the “DOGE” staffing cuts. While I search for my next great career opportunity, I’m strengthening my understanding of important learning and performance support topics (e.g., AI, inclusive learning) and sharing resources and ideas on LinkedIn. I’m also volunteering with ISPI and enjoying making new connections across the learning and development, performance support, and talent development landscape.
If you’d like to connect, please reach out to me through LinkedIn: www.linkedin.com/in/mark-nilles
