Delivering Learning and Development Activities Assignment 9 s
Delivering Learning and Development Activities: Customer Service Presentation Review
3.1 Feedback
When planning and presenting my training session a factor that influenced it was my own knowledge of customer service training. Like others I taught, I had already gone through the process at work. I learnt the basic principles and adapted this in the workplace to provide excellent customer service. According to Don Kirkpatrick (2006) "Trainers must begin with desired results and then determine what behaviour is needed to accomplish them. Then trainers must determine the attitudes, knowledge, and skills that are necessary to bring about the desired behaviour(s). The final challenge is to present the training program in a way that enables the participants not only to learn what they need to know but also to react favourably to the program."
The feedback sheets I received were positive, the learners showed that they had a better understanding of excellent customer service by participating in the quiz and watching a short video. Learners provided and answered questions appropriately. the learner responses received were very similar to each other, they agreed the training met their expectations, participation and interaction were encouraged, able to apply knowledge in their line of work and the trainer was knowledgeable. Hambling (1974) Suggests, there are 5 levels of evaluation that can take place: reactions, learning, job behaviour, organization and ultimate value.
I was informed verbally that I was very bubbly, easy to watch, slides were good, informative, good delivery, and have an excellent attitude. When asked for any improvements, the only negative comments received was that the sound quality of video wasn't great. I would put this down to the physical environment, as the technology setup was out of my control.
3.2 Effectiveness of the training
I felt the training session went well whilst conducting various activities and tutor input. In the past I've
3.1 Feedback
When planning and presenting my training session a factor that influenced it was my own knowledge of customer service training. Like others I taught, I had already gone through the process at work. I learnt the basic principles and adapted this in the workplace to provide excellent customer service. According to Don Kirkpatrick (2006) "Trainers must begin with desired results and then determine what behaviour is needed to accomplish them. Then trainers must determine the attitudes, knowledge, and skills that are necessary to bring about the desired behaviour(s). The final challenge is to present the training program in a way that enables the participants not only to learn what they need to know but also to react favourably to the program."
The feedback sheets I received were positive, the learners showed that they had a better understanding of excellent customer service by participating in the quiz and watching a short video. Learners provided and answered questions appropriately. the learner responses received were very similar to each other, they agreed the training met their expectations, participation and interaction were encouraged, able to apply knowledge in their line of work and the trainer was knowledgeable. Hambling (1974) Suggests, there are 5 levels of evaluation that can take place: reactions, learning, job behaviour, organization and ultimate value.
I was informed verbally that I was very bubbly, easy to watch, slides were good, informative, good delivery, and have an excellent attitude. When asked for any improvements, the only negative comments received was that the sound quality of video wasn't great. I would put this down to the physical environment, as the technology setup was out of my control.
3.2 Effectiveness of the training
I felt the training session went well whilst conducting various activities and tutor input. In the past I've