The usage of Kirkpatrick's four levels model for training evaluation Essay
The usage of Kirkpatrick's four levels model for training evaluation, 487 words essay example
Implementation of the training program requires publicity that helps increase employee participation. It is also very important to inform all employees through different communication means about the training program or it would be wise to even make training mandatory. Firstly, a discussion with the management will help in understanding the expected standards and areas where employees are falling short. Once the basic setting of on-the-job training is completed, the training process would start by introduction of employees and understanding their role in the Gymnasium. In the next step, each employee undergoing training would be expected to answer the training questionnaire. After each questionnaire is collected, information will be used to understand the problem areas to work on for each employee. Finally, each employee will be provided on-the-job training, where they will be given detailed examples of performing certain tasks at work and the manner of dealing with employees. Since, some employees can have similar problems their training session will be clubbed.
In terms of evaluation, Kirkpatrick's four levels model will be used.
The reaction level helps in measuring the reaction of trainees. It is important that employees feel that undergoing training valuable for them and the feedback they received was in their own benefit. Measuring reaction is relevant, as it ensures that understanding of the effectiveness of training is received by the audience. Also, it helps in improving the standards of future employees, including identifying areas that are missed out by management during orientation (Kirkpatrick & Kirkpatrick, 2007, p. 1-3).
When the training process starts, there are a certain learning objectives that are set aside. In this case, the learning objectives were improving customer service, thinking customer-centric way, understanding the service language, developing personal action plans and embracing customer service behaviours. Learning of these objectives needs to be measured in the evaluation stage and it is important to check whether employees learned from the training process. It is important to measure learning, as understanding what employees have learned and what needs to be improved for future training (Kirkpatrick & Kirkpatrick, 2007, p. 4-5).
This stage is used for evaluating the changes in employee behaviour. Training was conducted to bring about changes, and it is important to evaluate, if the efforts of training have resulted in changed behaviour. Changed behaviour might mean that trainees have learned basic expectations from the job, or it might mean that they managed to adapt to the expectations. In either case, training is deemed successful as employees change their behaviour, as per the organization's needs (Kirkpatrick & Kirkpatrick, 2007, p. 6-10).
The final stage is results, where the final results of training are collected and analysed.
It includes all behaviours that are learned, which are in the best interest of employees, organizations and customers. The results expected in the case of Phoenix Gymnasium are improving customer service, thinking customer centric way, understanding the service language, developing personal action plans and embracing customer service behaviours (Kirkpatrick & Kirkpatrick, 2007, p. 11-13).