ACCA Applied Knowledge · Business and Technology · Learning and training at work
Three months after a customer-service course, a manager observes whether staff are actually handling complaints using the techniques taught. Which level of Kirkpatrick's model is being evaluated?
This evaluates behaviour, level 3 of Kirkpatrick's model. The manager is checking, some months later, whether staff transfer what they learned into their actual work practice, rather than measuring their satisfaction, their test scores, or the financial results of the business.
- ALearning
- BBehaviourCorrect
- CReaction
Explanation
Observing whether trainees apply the techniques on the job some time after training assesses changes in behaviour (level 3). Learning is measured by tests of knowledge or skill acquired, usually at the end of training.
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