NYNP blog post 3-22-10

The importance of evidence to serve clients well

Professor Sermier's Leadership and Strategy class last week focused on the use of evidence and data to manage better. Sermier emphasized that when setting goals, leaders need data - they need both accurate information and an understanding of why the data tells that story. With this data, leaders can get unexpectedly powerful results; without it, leaders can waste countless resources by sending organizations in useless, ineffective directions.

Sermier also encouraged the class to remember to focus on our clients. When doing so, data becomes framed as information in service of the clients, rather than simply being cold numbers. Therefore, Sermier suggested that leaders only request that someone do the hard work of providing accurate data if there's at least a 75% chance that the data will enable better decision-making to benefit clients.

Facts vs. opinions
To punctuate his point, Sermier referenced the following quote attributed to former Netscape CEO James Barksdale, by Jeffrey Pfeffer and Robert I. Sutton in a Harvard Business Review article in January 2006: "If the decision is going to be made by the facts, then everyone's facts, as long as they are relevant, are equal. If the decision is going to be made on the basis of people's opinions, then mine count for a lot more."

Relevance for nonprofit trainers
In the same way, trainers need to focus on client-centered facts over opinions when designing training sessions. Session design should begin with a needs assessment that considers data, rather than with preconceived ideas and assumptions. Designing training based on evidence will allow trainers to develop staff in a way that meets clients' actual needs, and serving clients in this way is a real win for nonprofit trainers.