Question

1. The operations manager is planning to send all employees across the nine different stores to a two day course on customer service. The aim is to develop a customer centric culture across the organisation as well as provide instruction on exactly how to interact successfully with customers. How can the operations manager ensure that they gather feedback to measure the effectiveness of the training at all four of Kirkpatrick’s levels to improve future learning programs? Propose some tools and techniques that could be used. (100-150 WORDS)

2. Comment on the retrospect methodology of gathering feedback. How beneficial do you think it is in terms of building a learning culture? Would it work as effectively if not done face-to-face? Is this a tool that you could apply in the workplace (future or present)? Explain your answer in detail (100-150 WORDs)

3.⦁ .Create a learning and development register that could be used to record training history and employee competency. What details should it contain? Who should manage it? Who should have access to it? Are there other ways that learning and development outcomes should also be recorded? Upload your answer for assessment

4.⦁   Think about a training course/ learning activity you have undertaken. You might think about the course you are currently completing. Were or are the costs of training and resources and investment of time worthwhile? Explain your answer.

Answer 1

1. Four levels of Kirkpatrick’s model :

i) Reaction - In the first level, we may ask participant How they feel about the given training. Whether or not they liked the given training. If they enjoy the training or if this help in their work.

2) Learning - the objective of the second level is to check the depth of knowledge of the participants. To evaluation of second level is more challenging then first one.

3) Transfer - In this, we check whether or not learning being transferred into the behavior of the participants. The improvement in their behavior. Basically we check difference of the working style of participants before and after the training.

4) Results - The final result of the training. Mainly to check the goal of the training program is fulfilled or not. The overall success of the training model.

Find below few feedback technique or tools :

1) Online assessment

2) Interview of participants

3) Monitor a closed group of participants