Assignment Task: The increase in performance productivity comes from better training and follows up coaching and mentoring for those attending the training.
It is essential to be able to take baseline measurements to be able to compare to measurements after the training. Some skills are more difficult to determine if change has occurred and affected the bottom line.
When I trained customer service skills to schedulers of medical appointments in a telecenter, we worked on vocal skills. In particular we worked on slowing down what they said when they answered and smiling. Within a week, they started to get positive feedback from customers. The manager got positive feedback from customers and brokers. So even these soft skills when broken down can be improved. It all started with a needs assessment interview with the manager and with customers.
What examples can you all give of trainers who have taken base line measurements?