Evaluating Training Programs – Coursework Example
Evaluating a Training Program Evaluating a Training Program An organization whose employees serve s poorly may fail if thisproblem persists for long periods. The company may train employees and evaluate the training to find out if the workers practice what they were taught during the program. The first way of evaluating employees is to find out what they learned during the training session (Kraiger, 2003). The company interview employees to find out what they learned about customer service; for example, workers may be asked what they learned about how to approach a customer. This evaluation helps to know if the employees learned the essential customer service skills.
The next step in the evaluation is to find out the impact that the training had on the behavior of workers. This involves observing workers and finding out whether they practice what they learned (Borman, Ilgen, Klimoski, & Weiner, 2003). For example, if a workers argued that he learned that he should avoid being rude to customers and answer questions they ask precisely, the observation should indicate that that worker approaches customers with kind language and answers their questions until they become satisfied.
The last evaluation would be measuring results after training and comparing them with outcome that the organization experienced before the training. The organization should find out the level to which customers are satisfied with the services that they receive from workers (Kraiger, 2003). An increase in customer satisfaction indicates that the training was efficient while a decrease in customer satisfaction indicates that the training had no impact (Borman, Ilgen, Klimoski, & Weiner, 2003). The measurement of results is the most essential factor in evaluation because it gives tangible results. This method is also the most accurate among the evaluation techniques.
Borman, W. C., Ilgen, D. R., Klimoski, R. J., & Weiner, I. B. (2003). Industrial and organizational psychology. (Handbook of psychology.) Hoboken: John Wiley and Sons, Inc.
Kraiger, K. (2003). Perspectives on training and development. Handbook of Psychology, 12. 171–192.