Not a Member? Get access to HR news and resources that you can trust.
HR professionals share their advice for minimizing worker stress and boosting retention.
Is your employee handbook ready for the changing world of work? With SHRM’s Employee Handbook Builder get peace of mind that your handbook is up-to-date.
Virtual SHRM-CP/SHRM-SCP Certification Prep Seminars kick off September 12 and fill up fast!
Expand your influence and learn how to become an effective leader. Join us in Phoenix, AZ | OCTOBER 2 - 4, 2017
Retain and transfer the knowledge of departing top performers using
When faced with the loss of key talent, managers often stand by helplessly and lament the volume of wisdom walking out the door. Workers inevitably feel the pain a colleague’s departure causes. That pain is immediate when others must take on the work of the exiting employee. But the true pain comes when no one retains the necessary expertise.
If managers make any attempt to transfer knowledge, they often focus on documenting steps to perform discrete tasks. But, organizational wisdom can’t be boiled down to standard operating procedures. Employees build a repertoire of experiences that they rely on to perform well. If you can’t keep the employee, try to keep the knowledge.
Top performers often aren’t conscious of what they do that makes them perform well. Researchers call this "tacit" knowledge. It is hard to draw out unless you ask the right questions. Cognitive task analysis, in which practitioners use semi-structured interview guides to elicit information, can help uncover this expertise.
Using cognitive task analysis, managers can interview departing top performers on various dimensions of job know-how. For each dimension, the manager should ask for a story, example or insight that reveals thinking, judgment and problem-solving skills. Following is a list of sample questions:
Is there a time when you walked into the middle of a problem and knew exactly how things got there and where they were headed?
Can you provide an example of when to pay attention to the whole picture? What are the major elements you have to know and track?
Have you had any experiences where you noticed things going on that others didn’t catch or see?
Are there any tricks or tips you’ve learned over time to get this job done faster or more efficiently, or to get better results?
Can you think of an example where you have improvised?
Can you think of a time when you realized that you would need to change your method or adjust your style?
Can you describe when you spotted deviation from the norm?
Everyone on the team should be in the interview. Team members can review their notes; rate the difficulty, frequency and importance of the tasks they need to learn; and help outline a transition plan.
Tapping the wisdom of the workforce should not be done in a crisis. If managers deploy this strategy, practice it and leverage employee wisdom routinely, they will never again find themselves standing by helplessly as wisdom walks out the door.
The author is owner of The Change Collaborative LLC, a change management consulting firm in Columbus, Ohio. She can be reached at
You have successfully saved this page as a bookmark.
Please confirm that you want to proceed with deleting bookmark.
You have successfully removed bookmark.
Please log in as a SHRM member before saving bookmarks.
Your session has expired. Please log in again before saving bookmarks.
Please purchase a SHRM membership before saving bookmarks.
An error has occurred
Recommended for you
HR Education in a City Near You
SHRM’s HR Vendor Directory contains over 3,200 companies
[/_catalogs/masterpage/SHRMCore/Main.master][Title][SHRM Online - Society for Human Resource Management]