In this episode of the Performance Matters Podcast, Bob Mosher sits down with 2025 5 Moments of Need Trailblazer Award winner Karen Conlin to talk about what it really takes to move from a training mindset to a performance mindset—especially when you’re working with a small L&D team and limited organizational support.
Karen shares her journey from instructional designer to performance-focused practitioner, including how discovering the 5 Moments of Need methodology changed the way she thought about her work. She walks through a real-world proof of concept she built around legal billing workflows, how putting work and context at the center transformed the experience for new hires, and why simply providing information isn’t enough when employees need to perform.
But the journey wasn’t without challenges. Karen candidly discusses resistance from L&D, the business, and managers; the importance of bringing stakeholders along early; lessons she learned about targeted training and digital coaching; and why organizational culture can ultimately determine how far a performance-first approach can go.
Most importantly, Karen offers a practical starting point for L&D professionals who may feel they don’t have the resources—or permission—to make a major shift: start with the workflow. Mapping the work with the business can change the conversation, improve training, and create a foundation for performance support.
Listen or download this candid conversation about experimentation, resistance, lessons learned, and taking the first step toward making work easier for people today!
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