| How do we ensure
that the service we offer matches our clients development
needs?
We offer a staged process of training needs assessment
and evaluation. The following relates to the design
and delivery of a new programme:
Initially, the training needs are discussed with the
person who commissions the training (sponsor). We then
need contact by telephone or e-mail, ideally, with each
person attending the programme to establish their expectations
and needs. If these needs differ greatly from the needs
of the sponsor we will then go back to the sponsor and
agree what the final design should cover.
When the course starts we find out the current issues
facing each delegate regarding the subject being covered.
This is to ensure we are aware of, and can deal with,
real problems currently being experienced by each delegate.
We will contract with the delegates as to the issues
we can deal with during the course, given the constraints
of time and other subject matter already being covered.
For courses of more than one day's duration, we review
each morning the material covered on the previous day
to ensure that the delegates are satisfied with what
we have done and will make changes as appropriate. At
the end of the course each delegate will complete our
end of course evaluation form and a copy of this will
be given to the course sponsor.
Each course is followed up with a phone call to the
sponsor to discuss their satisfaction with the course
outcomes and application to the job. Changes will be
made to courses being run on a repeat basis to reflect
the feedback given to us.
We also provide a follow-up service for each participant in the form or email support for a 12 month period following any learning event.
Our practical approach to the evaluation of
the training services we provide, both in terms of the
performance of an individual and the influence of our
training on business performance.
Objectives are agreed with the sponsor at the beginning
of the programme design and, together with the delegates'
own personal objectives, used as the basis of the course
design. As far as is practical, objectives are evaluated
on the course by the trainer who will test knowledge,
understanding and any skills taught. The skills evaluation
is carried out in a "live" environment whenever
possible. For example, when training recruitment and
selection interviewing, the delegates practise their
interviewing skills by carrying out an interview. We
do not use role plays but prefer to run a "real
play" which involves the delegates in interviewing
people from outside the organisation or their department
who would fit the profile of a given live job description.
Each interview is video taped so that feedback can be
given by the trainer. The video is then given to the
delegate for them to review after the course as part
of their Continuing Professional Development (CPD).
Using "real plays" enables the learning to
be practiced in as real a situation as is possible on
a course. This means that the transfer of learning to
the job is achieved more easily.
The managers of the delegates need to have agreed with
them prior to the course what they want them to be able
to do as a result of attending the course. Following
their attendance, their manager should refer back to
the objectives and the needs they have agreed with the
delegate and then review the implementation of the learning.
We can carry out further evaluations at departmental
and organisational level using questionnaires and interviews
however these services are charged for as a separate
contract for work.
End of course evaluation forms are used to assess delegate
satisfaction levels.
How do we feedback the results of our evaluation
to the client organisation and is customer data available
relating to the quality of our courses?
We prefer to visit our client to provide face to face
feedback and also provide a back-up paper report. At
the same time we identify to the client additional training
needs which are now showing themselves.
The customer data available regarding the quality of
our courses is in the form of testimonials. Additionally,
we can ask individual clients permission to pass their
names to you so that you can talk to them about us as
we measure the quality of our products on the basis
of how easily transferable the training is to the work
environment.
Details of our follow up service.
The level of after-care is dependent upon the requirements
of each client and the type of training we are providing.
For example, the after-care for an ongoing culture change
programme will be more concentrated and necessary than
the after-care for a one-off course on, say, Time Management.
Some clients do not want any after-care at all. We
feel more comfortable with providing at least a telephone
conversation with the course sponsor to obtain feedback
from them about the changes in behaviour of the delegates
following the course. We can then give additional advice
to them on the management of the delegates regarding
their new skills.
For the participants, we are able to provide an email support service for a 12 month period following a learning event when we can answer any queries they have and provide suitable additional material if necessary. We
will also publish relevant additional information on
our web site and notify interested participants of its
existence.
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For more information about our
tailored training courses
call 01604 810 801 or click
here to contact us. |
