How Would I Use This in Practice?

A great example of learning in the flow of work can be seen in a customer support team using a CRM (Customer Relationship Management) system. Suppose an employee is handling a live customer call and encounters a complex issue, like a billing discrepancy they’ve never seen before. Instead of interrupting their workflow to search for answers in a manual or waiting for a scheduled training session, the company has embedded on-demand learning directly within the CRM system.

In this scenario, the employee can click on a pop-up tutorial or access a quick guide that provides a detailed walkthrough on how to handle complex billing inquiries or process refunds. The content isn’t a general product manual, but a task-specific resource, tailored to the situation they’re dealing with. This allows the employee to resolve the issue in real-time without disrupting their productivity. They can quickly apply what they’ve learned to enhance customer service, while simultaneously building their skills on the go. This seamless learning experience boosts both employee performance and customer satisfaction.

Traditional Learning: The Old Guard of Employee Development

While learning in the flow of work is effective, it doesn’t replace the value of traditional training. There are still key scenarios where more structured, deep-dive learning experiences are needed.

Immersive Training Experiences: The Value of Deep-Dive, Structured Sessions

Some skills, especially those that are complex or require thorough understanding, benefit from immersion, a deep dive into the subject that can’t be achieved through quick, task-based tutorials. Traditional training provides structured, comprehensive learning that allows employees to engage deeply with the content. Topics such as leadership development, strategic thinking, or advanced technical systems require focused, uninterrupted time for employees to grasp underlying theories and concepts fully. These training sessions also provide opportunities for discussion, reflection, and collaboration, which are essential when dealing with more complex material.

Face-to-Face Learning in High-Stakes Environments

In high-stakes situations, such as medical training, crisis management, or leadership development, face-to-face training still holds immense value. These fields require real-time feedback, role-playing, and interactive discussions to practice and refine high-level skills. The physical presence of an instructor allows employees to ask questions on the spot and receive immediate clarification. This method fosters stronger interpersonal connections, which are critical in developing and practising complex, real-world skills.

Shouldn’t Learning in the Flow of Work Be a Given?

In an ideal world, employees would naturally learn on the job, picking up skills, solving problems, and becoming more proficient over time. However, the reality of modern work is far from ideal. Employees are often overwhelmed by constant tasks, competing priorities, and the pressure to deliver results. In such an environment, learning naturally is a challenge. There’s always something more pressing to focus on, and skill development often takes a backseat.

Learning in the flow of work removes this burden by providing bite-sized, immediate resources that fit directly into the workflow. Employees don’t need to take time away from their tasks to attend separate training sessions. Instead, they have access to the resources they need in real-time, when the issue or challenge arises. 

Moreover, it’s unreasonable to expect all employees to be self-directed learners. Some employees may not have the time or inclination to seek out resources on their own, especially when their daily responsibilities already feel overwhelming. Without a structured approach, there’s a risk that only self-motivated individuals will upskill, leaving others behind. Learning in the flow of work creates equal opportunities for all employees to access the knowledge they need without relying on their personal initiative outside work hours.

It’s Unreasonable to Ask Employees to Learn on Their Own Time

It’s often assumed that employees will take it upon themselves to learn and develop in their own time, but this expectation is unreasonable. Asking employees to engage in training during their personal time adds undue pressure and can lead to burnout and resentment. Most employees already juggle personal commitments, family obligations, and the need for personal downtime. When organisations ask employees to upskill on their own time, they risk pushing them too far, damaging both their work-life balance and their motivation.

Furthermore, relying on voluntary, after-hours learning can result in uneven skill development across the workforce. Not everyone will have the same time or energy to dedicate to extra learning. Employees who have the motivation and resources to learn on their own will progress, while others may fall behind. Organisations that expect employees to manage their own learning outside of work are neglecting their responsibility to provide equal learning opportunities during work hours. By embedding learning into the workflow, employers can ensure that all employees have access to relevant resources, ensuring equal growth opportunities across the board.

Conclusion: Striking a Balance Between Learning in the Flow of Work and Traditional Learning

To create a culture of continuous development, employers must strike the right balance between learning in the flow of work and traditional learning methods. Both styles have unique benefits and are necessary for a well-rounded approach to employee growth. For in-depth topics that require introspection, collaboration, and theory-based learning, traditional training methods are essential. They provide employees with the time and space to explore complex concepts deeply.

However, when it comes to task-specific learning or when immediate solutions are needed, learning in the flow of work offers a more efficient and flexible approach. By integrating learning directly into employees’ daily tasks, businesses ensure that knowledge is applied in real-time, creating a seamless learning experience.

The key is to blend both methods, ensuring that employees receive the depth of knowledge required for long-term success while also empowering them to solve problems on the spot. This dual approach will lead to a workforce that is both knowledgeable and adaptable, prepared to meet the challenges of an ever-evolving workplace.