When making an investment in diversity training, we are often asked what can realistically be achieved with training and how it can best be measured.
Organisational KPIs are often lag indicators
Many organisations quite rightly use their own Key Performance Indicators (KPIs) to measure the impact of training in the long term. However, many of these KPIs can be backward looking measures with a significant time lag before changes in the KPI become significant. For instance, an organisation may measure customer complaints or the number of employee cases taken to an industrial tribunal but it can be months if not years before a new trend becomes clear.
One lead indicator - Using an online survey
Very often what is needed is a lead indicator rather than a lag indicator for training. One lead indicator used by us is an online delegate survey. This assesses the confidence of delegates both pre- and post-programme in the areas covered by the training. The nature of people’s behaviour means that these surveys are not an exact science but they give an excellent indicator of the progress made and point the way to any follow up training requirements.
Typical surveys have anywhere between 5-20 questions with the majority having multiple choice answers. Such a survey can take under 10 minutes per delegate to answer. Surveys can be done anonymously on-line or even in the training room using wireless keypads linked to a laptop.
Example of what can be achieved
This obviously depends on the specific circumstances of the group being trained but let’s take a typical example from a disability awareness training programme carried out in 2011. Over 100 delegates from one organisation were trained on a disability awareness programme.
Prior to and post the programme, delegates rated their own ability to deal with disabled customers on 15 different aspects.
Post-programme, 97% of those attending this specific training now felt they met or exceeded the standard required by the organisation compared to 71% previously. In addition, the number of attendees who felt they exceeded the standard increased from 38% to 79%. There is still potentially a requirement for proving further remedial training for the 3% who feel they are below standard. Detailed examination of the answers to individual questions will guide the organisation as to what further actions are necessary if any. Over time, the organisation’s KPIs will start to show the results of the training.
This example should act as a useful guide to what can be achieved in the diversity training / disability awareness area.
For further details on the example result visit diversity training.
