HRM textbook

CHAPTER 8 TRAINING AND DEVELOPING EMPLOYEES 273
FIGURE 8-4 A Training
Evaluation Form
Training Effects to Measure
The manager can measure four basic categories of training outcomes:
1. Reaction. Evaluate trainees reactions to the program. Did they like the program?
Did they think it worthwhile?
2. Learning. Test the trainees to determine whether they learned the principles,
skills, and facts they were supposed to learn.
3. Behavior. Ask whether the trainees on-the-job behavior changed because of the
training program. For example, are employees in the store s complaint department
more courteous toward disgruntled customers?
4. Results. Probably most important, ask, What results did we achieve, in terms of
the training objectives previously set? For example, did the number of customer
complaints diminish? Reactions, learning, and behavior are important. But if the
training program doesn t produce measurable results, then it probably hasn t
achieved its goals. 142
Evaluating any of these is straightforward. For example, Figure 8-4 presents one page
from a sample evaluation questionnaire for assessing reactions. Or, you might assess
trainees learning by testing their new knowledge. The employer can also easily assess
trainees behavioral change. For example, assess the effectiveness of a supervisory
performance appraisal training program by asking that persons subordinates, Did your
supervisor take the time to provide you with examples of good and bad performance
when he or she appraised your performance most recently? Finally, you can directly
assess a training programs results by measuring, say, the percentage of phone calls that
call center trainees subsequently answered correctly. The accompanying HR as a Profit
Center feature illustrates measuring a programs impact.
O
P
M
INSTRUCTOR HANDOUTS
United States Office of Personnel
Management
TRAINING EVALUATION FORM
TITLE OF COURSE:
NAME OF INSTRUCTOR:
NAME:
(Optional)
Work and Family Issues
A Module for Supervisors and Managers
POSITION TITLE/GRADE:
DATE OF TRAINING
Started:____________
Ended:_____________
AGENCY:
Before this course Low ---------------------------------------High
1 2 3 4 5
After this course
OFFICE PHONE:
(Optional)
Rate Your Knowledge and Skill Level
(Circle your rating)
Low ---------------------------------------High
1 2 3 4 5
OFFICE ADDRESS:
(Optional)
__ Excellent __Very Good __ Good
__ Fair __ Poor
Overall, how would you rate this course?
EVALUATION OF COURSE
(Check appropriate box)
ITEMS OF EVALUATION
How did the course sharpen your knowledge or skills in:
1. What work and family programs are
2. Who uses work and family programs
3. How to recognize/solve work/family issues
4. Helping you take practical steps on the job
Excellent
Very
Good
Good Fair Poor
Not Applicable
(Continued)
controlled experimentation
Formal methods for testing the effectiveness
of a training program, preferably with
before-and-after tests and a control group.