Diagnose: How to Identify Employee Capability Gaps

People rarely improve until they develop an accurate understanding of their current capability. That understanding serves three critical purposes:

1. Creates motivation ("I didn't realize I had this gap.")

2. Personalizes learning ("These are the skills I need to work on.")

3. Provides a baseline against which future improvement can be measured.

For many behavior change initiatives, the greatest barrier to learning is not a lack of knowledge or skill but a lack of perceived need. Employees who consistently achieve acceptable results often believe their current practices are effective and may see little reason to change. Even after the Engage phase has established a compelling business case for change, individuals may still believe that the message applies to others, not themselves. 

The purpose of the Diagnose phase is to bridge this gap by helping learners develop an accurate understanding of their current capabilities and identify opportunities for improvement. Through assessments, simulations, feedback, and reflection, Diagnose makes the need for change personal by creating a clear starting point for development. This step is most valuable when the objective is to improve or change existing behaviors. When learning entirely new knowledge or skills, for example, adopting a new system or complying with a new regulation, a diagnostic assessment isn’t needed because the need to learn is already self-evident.

Through tools like assessments, simulations, self-reflection, and feedback, the Diagnose phase helps learners identify their strengths, recognize their development needs, and define a personalized starting point for their learning journey. This awareness not only guides the design of targeted learning interventions but also empowers learners to take ownership of their own development by setting goals, monitoring progress, and adjusting their learning strategies over time. 

A Solution Architect should select the approach based on the type of awareness they are trying to create.

Increase Self-Awareness Self-assessment Reflection exercises Critical incident review Learning journals
Reveal Performance Gaps Skills assessments Simulations Scenario exercises Manager observation
Validate Perceptions with Evidence Performance dashboards Benchmark comparisons Business metrics
Gain External Perspective 360° feedback Customer feedback Peer reviews Manager coaching conversations
Personalize the Learning Journey Adaptive assessments Competency profiles Development recommendations Individual development planning sessions

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