Customer Service Training

Chapter 9

Evaluating Workshop Results

What’s in This Chapter

• Exploring the reasons to evaluate your program

• Introducing the levels of measurement and what they measure

Evaluation represents the last letter of the ADDIE cycle of instructional design (analysis, design, development, implementation, and evaluation). Although evaluation is placed at the end of the model, an argument could be made for including it far earlier, as early as the design and development phase and perhaps even in the analysis phase. Why? Because the goals of the training, or the learning objectives (see Chapter 5), provide insight into what the purpose of the evaluation ...