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Training Workshop Package

Instructor: Dr. Elaine Zelley

February 2018

Student ID 329206

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Table of Contents
INTRODUCTION ................................................................................................................................................ 3

VENUE AND LOCATION NEEDS ......................................................................................................................... 4

FACILITATOR MANUAL ..................................................................................................................................... 6

USING OF SOFT SKILLS ON FACEBOOK .......................................................................................................................... 6

TRAINING PLAN ...................................................................................................................................................... 7

APPENDIX ............................................................................................................................................................ 19

ACTIVITY DIRECTIONS ............................................................................................................................................. 20

POWERPOINT OUTLINE .......................................................................................................................................... 25

ESSAY EXAM ITEMS................................................................................................................................................ 35

SURVEY ............................................................................................................................................................... 36

REFERENCES ......................................................................................................................................................... 38

POST-TRAINING ASSESSMENT PLAN ............................................................................................................... 39

COGNITIVE LEVEL OF TRAINING EVALUATION ............................................................................................................. 39

AFFECTIVE LEVEL OF TRAINING EVALUATION ............................................................................................................. 40

BEHAVIORAL LEVEL OF TRAINING EVALUATION .......................................................................................................... 42

LONGER-TERM RESULTS......................................................................................................................................... 44

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Introduction

MoneyGram International Inc. – is a global money transfer and payment services company

based in the United States with headquarters in Dallas, Texas. MoneyGram has approximately

2,600 global employees based primarily in 23 offices around the world. One of the brunches

which is located in Warsaw, Poland has approximated 800 employees.

The Resolution Assurance Department is responsible for resolving complains that come into

the department via multiple communication channels such as: email, outcome phone calls,

post. All employees monitor and respond to high-volume, routine, non-regulated complaints

coming into mailboxes being serviced by the Resolution Assurance Department requiring

decisions that fall within a clearly defined set of established processes and procedures.

The one of the communication gap between the Resolution Assurance Department and

customers is (1) the high amount of income email on a daily basis and (2) part of the income

email consist simple and short requests from the customer. Overall, the process to resolve all

requests and complains (simple or difficult cases) takes long time due to high-volume of

income emails.

Audience

The following training plan is developed for the MoneyGram Resolution Assurance

Department Analysts. They use the Facebook on a daily basis for a personal use but are not

familiar with the new MoneyGram Facebook Tool for resolution customers’ complaints.

Goal

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The goal for this training is to develop employees’ soft skills and practice customer service

via MoneyGram Facebook Tool.

Objectives

1. The employees will be able to recognize the use soft skills in order to communicate

and resolve customers’ complaints by using MoneyGram Facebook Tool. (Cognitive)

2. Given the opportunity to work in a team with people from different countries, the

employees will a positive increase in attitude towards diversity of customers.

(Affective)

3. The employees will be able to use own soft skills in order to resolute customers’

complaints by using MoneyGram Facebook Tool after the training. (Psychomotor)

Venue and Location Needs

The venue will be located in Warsaw, Poland in MoneyGram office building at the training

room. The training room is equipped with tables, chairs, laptops, projector, board and

flipchart. The size of the room is large in order to accommodate all participants. There are 15

employees of Resolution Assurance department on Analyst I position who needs to complete

the training.

A training room large sized is efficient because the group size is 15 trainees. The training

room has a projector which is need to use PowerPoint tool and 17 laptops. The training room

will be reserved beforehand.

The trainer specifically prefers laptops over desktop computers because laptops will be only

used during the practical part of the training and before that they will be close. Closed laptops

will not switch trainees’ attention with disturbing use of internet and checking emails.

Laptops should already be placed on desks before the students have arrived. In addition, a

4
flipchart will need to be obtained to fulfill the workshop activities.

Needs summary:

 Overhead projector

 Flipchart

 Markers for flipchart

 17 laptops

 Internet access

 Tables and chairs

 Large training room

At training room, tables and chairs will be arranged in a U-Shape seating layout. A U-Shaped

table arrangement will encourage discussion and will make it easy to the trainer in order to

observe trainees and provide one on one help during the practical part. The openness of the U-

Shaped seating layout will give trainees a sense of freedom and will be the best set up for

them in order to view PowerPoint presentations and flipchart.

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Facilitator Manual

Using of Soft Skills on Facebook

About

This manual provides all of the necessary information needed for the “Soft Skills on

Facebook” training such that any trainer not involved in the creation of manual should

be able to deliver the training and still meet the objectives.

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Training Plan

Time Content Methods Resources

9:00 AM Theoretical Part PART I

SET INTORDUCTION

What is MoneyGram mission: PowerPoint slides

This part is to remind Our mission is to connect friends and

employees MoneyGram’s family throughout the world anyway

mission and culture. The that is convenient by providing a reliable

introduction will send an financial connection for life's essentials

important message to and daily needs. Our services have the

employees in order them to ability to positively impact millions of

know the importance and lives every day.

purpose of the workshop.

MoneyGram culture; PowerPoint slides

MoneyGram strives to be a world-class

example of a “culture of compliance” in

its commitment to protect global

consumers who use our financial

services. It is MoneyGram’s intent to

ensure its services are not used to

process transactions used for money

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laundering, fraud, terrorist financing or

other illicit purpose.

PART II

9:10 AM AGENDA

 MoneyGram customers PowerPoint slides

 Soft Skills

 Facebook

 Soft Skills on Facebook

 New MoneyGram Facebook

Tool

PART III

GROUP DISCUSSION
9:15 AM

Diversity of our customers: Write answers on flipchart

 From what countries are our

customers from?
Addresses affective
 What is the most popular country
objective. where we have our customers?

 From what countries do you

have customer’s complaints

more often?

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9:25 AM LECTURE

Measurable data provided

for employees in order them Customers’ data: PowerPoint slides

to know with whom they We are 200+ countries and territories

are dealing with on daily served;

tasks at work. 630 million consumers and worldwide

relationships;

Customers’ countries: PowerPoint slides

46% USA

19% Europe

12% Asia & Pacific

10% South America

8% CIS

5% Australia

Given the opportunity to Customer diversity PowerPoint slides

work in a team with people The world is getting smaller. Nations

from different countries, the and communities are becoming more

employees will a positive diverse. Due to advances in

increase in attitude towards communication, the spread of e-

diversity of customers. commerce and the ease of travel, many

(Affective) businesses today can expand to cross

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cultural and geographic boundaries.

With the rapid changes in technology,

modern day customers have grown

comfortable with shopping online from

whichever corner of the world they like,

and e-commerce businesses may easily

receive orders from virtually anywhere.

Professionalism in customer service

means different things to different

people, but all of them are worthy of

your time, respect and attention. When

customer service representatives

acknowledge and respect diversity, they

have a greater opportunity to attract and

retain diverse customers, build better

rapport with them and increase customer

satisfaction.

PART IV

GROUP DISCUSSION

9:45 AM Introducing cognitive  How would you explain the Write key word answers

objective meaning of Soft Skills in your on flipchart

own words?

 What are your Soft Skills?

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 Do you use your own Soft Skills

consciously at the workplace?

9:55 AM LECTURE

The employees will be able Definition of Soft Skills PowerPoint slides

to recognize the use soft Soft skills are a combination of people

skills in order to skills, social skills, communication

communicate and resolve skills, character traits, attitudes, career

customers’ complaints by attributes, social

using MoneyGram intelligence and emotional

Facebook Tool. (Cognitive) intelligence quotients among others that

enable people to navigate their

environment, work well with others,

perform well, and achieve their goals

with complementing hard skills.

Soft Skills specifics Three Main Soft Skills for Resolution Highlight on the flipchart

(narrow) Assurance Department:

1. Communication Skills

2. Listening Skills

3. Conflict Resolution

The importance of Soft Skills at

MoneyGram

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The importance of soft skills in PowerPoint slides

Resolution Assurance Department can

never be undermined but these are

absolutely essential for each person in

MoneyGram and must start at the

topmost level. Processes and strategies

must incorporate soft skills in to the

framework if positive behaviors are to

be woven in to the fabric of the

organization and soft skills to permeate

every iota of space therein. Such a

culture will ensure that great customer

service and memorable customer

experiences become a permanent part of

MoneyGram and blend in seamlessly

with the requisite hard skills. Making

and keeping an emotional connect with

the customers will ensure some serious

profits and a hard sustainable bottom-

line.

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PART V

GROUP DISCUSSION

10:20 AM

 Do you use social media? And

what kind of? Write answers (social

 Do you use social media for media names) on flipchart

work?

 Does social media help you at

work?

LECTURE

10:30 AM Benefits of using Social Media – PowerPoint slides

Facebook in the workplace:

1. Enhances information discovery

and delivery

Employees can use social media

(Facebook) as a form of communication

to discover and deliver job-related

information. Social media in the

workplace is another avenue for workers

to find information that is relevant to the

job or discover new information they

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can apply while on their job. It is also a

way for your employees to spread

information about your company. This

transmission of information can help

with brand awareness and open up new

recruiting and business opportunities.

2. Employees can ask questions and

solve a work problem

Social media (Facebook) can help

employees when dealing with a difficult

work problem. If an employee has an

issue they can’t seem to solve, social

media may be the answer. Posing a

question on social media is a simple and

quick way to get several possible

solutions. Even if none of the answers

are used to solve the problem, the

information they provide may spark to a

new solution. Sometimes an outside

perspective is needed, and social media

is a means to gain multiple new

perspectives, quickly, easily, and for

free.

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Benefits of using Facebook for

Customer Service

1. Build real customer

relationships.

Many businesses approach social media

as another channel for self-promotion

and don't always respond when

customers comment on their posts or

tweet at them. Use MoneyGram

Facebook account as an opportunity to

build real relationships with your

customers by engaging in conversation,

especially for complaints resolution.

2. Focus on creating a customer

advocate base.

If a customer has a bad experience with

a company, one of the first things he or

she is likely to do is write about it on

social media. Instead of figuring out

how to manage and respond to those

negative comments, MoneyGram is

focusing on providing such excellent

customer service that create a strong,

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loyal customer base if someone has

something bad to say.

3. Be present.

MoneyGram wants to deliver effective

customer service on Facebook and we

are able to use social media monitoring

to flag all messages related to our

company and products.

10:25 AM BREAK BREAK BREAK

PART VI

LECTURE

10:35 AM Introduction psychomotor This part of the training will answer for PowerPoint slides

objective the following questions by showing the Screenshots of the tool

PowerPoint slides: Presentation of the tool

itself (application)

MoneyGram Facebook Tool

 How does it look like?

 How does it work?

 What are the benefits?

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PART VII

PRACTICE

10:55 AM The employees will be able

to use own soft skills in Trainees will practice by themselves the

order to resolute customers’ MoneyGram Facebook tool on laptops.

complaints by using

MoneyGram Facebook Tool

after the training.

(Psychomotor)

PART VIII Essay exam items

ESSAY EXAM ITEMS

11:35 AM

Showing and practicing in Trainees will complete short essay exam

real time procedures of the items to review lessons they have

tool learned and demonstrate the knowledge

they have gained.

PART IX

CLOSING GROUP DISCUSSION PowerPoint slides

Determine if participants Flipchart

12:00 PM are cognitive of Soft Skills Revisit questions that were brought up

in the beginning of the session to

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on Facebook techniques and gauge if there was a change in attitude.

practices

Name three benefits of using social

media for customer service

 How do you think Facebook will

Conclusion benefit MoneyGram customer

care departments?

Discuss their current  Would you use Facebook in

attitudes, have they changed order to resolve your issue as a

from the beginning of the customer?

course? Refer back to main

points that were recorder on

the flipchar

PART X

QUESTIONNAIRE

12:15 PM

Post Assessment Participants will complete questionnaire Survey

to determine the strengths and

weaknesses of the workshop

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Appendix

Contingency Plan

1. If the trainees are not active during the case study part with the trainer, they can be

paired for the role play: one person will be a difficult customer and another one will be

the resolution department representative. All participants will be involved into the role

play and there will be different types of real customers or different types of

complaints.

2. The MoneyGram Facebook Tool screenshots will be presented on the PowerPoint,

however if those screenshots will not be clear enough for the trainees, they will have

an opportunity to practice via test tool with each other – this will give a great

opportunity to test the tool from the technical point of view.

3. In case for showing the MoneyGram Facebook Tool the internet will not work, the

flipchart will be used for the trainer in order to show examples of the tool screens plus

screenshots from the PowerPoint slides.

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Activity Directions

The workshop is designed to give employees comprehensive knowledge about using Soft

Skills in order to resolve customer complaints via MoneyGram Facebook Tool. Employees

will specifically learn through demonstration and practice how to:

 Use MoneyGram Facebook Tool in order to communicate with customers and resolve

complaints

9:00 AM Pass out the participants manual to training room

The manual is complete with a training room itinerary and handouts needed for the activities

9:02 AM Set Introduction

The trainer will start the workshop with presenting PowerPoint slides:

1. MoneyGram mission

2. MoneyGram culture

9:10 AM Agenda

The trainer will present PowerPoint slide with the workshop agenda

9:15 AM Group Discussion - Customers Diversity

After the introduction/opening part of the workshop the trainer will open the floor to the

group to initiate group discussion.

Questions to ask:

 From what countries are our customers from?

 What is the most popular country where we have our customers?

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 From what countries do you have customer’s complaints more often?

Write down key answers (countries) on flipchart.

9:25 AM Lecture – Customers Diversity

After the discussion part the trainer will present PowerPoint slides:

 MoneyGram customers data in order to find similarities between participants answers

and official data.

 Customer diversity

9:45 AM Group Discussion - Soft Skills

The trainer will open next part of the training by opening a group discussion.

Questions to ask:

 How would you explain the meaning of Soft Skills in your own words?

 What are your Soft Skills?

 Do you use your own Soft Skills consciously at the workplace?

Write down key words of the soft skills meaning on the flipchart.

9:55 AM Lecture – Soft Skills

After the discussion part the trainer will present PowerPoint slides:

 Definition of soft skills

 Three main soft skills for Resolution Assurance Department

 The importance of soft skills at MoneyGram

10:20 Group Discussion – Social Media

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The next part of the training will be opened by the trainer with opening a group discussion.

Questions to ask:

 Do you use social media? And what kind of?

 Do you use social media for work?

 Does social media help you at work?

Write down answers (social media names) on the flipchart. Before moving forward to the

lecture part highlight Facebook on the flipchart.

10:30 AM Lecture – Social Media

After the group discussion the trainer will present PowerPoint slides:

 Benefits of using social media – Facebook in the workplace

 Benefits of using Facebook for customer service

10:25 AM Announce 10 minutes break before introducing the new MoneyGram tool

10:35 AM Lecture - MoneyGram Facebook Tool

The trainer will present the screenshots and PowerPoint slides of MoneyGram Facebook Tool

and will answer three main questions on it. The trainer will explain the technical side of the

tool and will provide procedure how to use it.

10:55 AM Practice - MoneyGram Facebook Tool

Trainees will practice individually on laptops the Facebook tool. They will be able to test it as

a Resolution Assurance Department representative and as a customer as well.

Trainees will have time to ask procedure questions if somethings is not clear.

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11:35 AM Essay Exam Items

Trainees will be asked to complete the essay exam items. The given time period for the essay

exam items is 25 minutes.

This essay exam items is a short assessment is designed to assess if participants “learned the

training

content”. To get a comprehensive view of what the trainees know, the trainer can distribute a

essay exam items and simply tally up the correct marks at the end.

12:00 PM Closing Group Discussion

The session is complete. Now is the time for a closing group discussion where the participants

can reflect on the workshop. This is important because it allows the trainer to assess the

affective domain and determine if attitudes have stayed the same or changed after the

workshop.

Repeat what you did in the first session and write key words or phrases that the trainees talk

about on the flip chart

Questions to ask:

 Name three benefits of using social media for customer service

 How do you think Facebook will benefit MoneyGram customer care departments?

 Would you use Facebook in order to resolve your issue as a customer?

After the group discussion refer back to the first sheet of the flipchart and show the trainees

their previous answers. Hopefully these will contrast with the material you just wrote to

visually show trainees that they have made progress.

12:15 PM Post Assessment

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Trainees will be asked to complete the questionnaire. This is important because it can

determine how future workshops will be created. Instruct trainees to place the surveys in an

envelope in the training room.

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PowerPoint Outline

How to use your Soft Skills via


MoneyGram Facebook tool
Presented to

Resolution Assurance
Department

MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

25
MoneyGram International

Our Mission:
Connect friends and family
throughout the world anyway that
is convenient by providing a reliable
financial connection for life's
essentials and daily needs.

2
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

MoneyGram International

Our Culture:
A world-class example of a “culture
of compliance” in its commitment to
protect global consumers who use
our financial services.

2
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

26
AGENDA

Ø MoneyGram customers

Ø Soft Skills

Ø Facebook

Ø Soft Skills on Facebook

Ø New MoneyGram Facebook Tool

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Diversity of Our Customers

Ø From what countries are our customers from?

Ø What is the most popular country where we have our


customers?

Ø From what countries do you have customer’s


complaints more often?

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

27
Customers Data

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Customers Data

46% USA
19% Europe
12% Asia & Pacific
8% CIS
5% Australia

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

28
Customers Diversity

Diversity requires attention to communication

Inclusive: the concept of ensuring that people of all


races, genders, religions and ethnic backgrounds
(multitude of other factors) are included in workplace
communication and activities

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Soft Skills

Ø How would you explain the meaning of Soft Skills in


your own words?

Ø What are your Soft Skills?

Ø Do you use your own Soft Skills consciously at the


workplace?

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

29
Soft Skills
Definition of Soft Skills

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Soft Skills
Three Main Soft Skills for Resolution Assurance
Department

1. Communication Skills

2. Listening Skills

3. Conflict Resolution

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

30
Soft Skills
The importance of Soft Skills at MoneyGram

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Social Media

ØDo you use social media? And what


kind of?

ØDo you use social media for work?

ØDoes social media help you at work?

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

31
Social Media

Benefits of using Social Media – Facebook in the


workplace:

1. Enhances information discovery and delivery

2. Employees can ask questions and solve a work


problem

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

Social Media

Benefits of using Facebook for Customer Service

1. Build real customer relationships.

2. Focus on creating a customer advocate base.

3. Be present.

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

32
MoneyGram Facebook Tool

1. How does it look like?

2. How does it work?

3. What are the benefits?

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

MoneyGram Facebook Tool

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

33
Sum Up
1. Name three benefits of using social media for
customer service

2. How do you think Facebook will benefit MoneyGram


customer care departments?

3. Would you use Facebook in order to resolve your


issue as a customer?

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

References

https://www.businessnewsdaily.com/5917-social-media-customer-service.html

https://www.sec.gov/Archives/edgar/data/1273931/000119312517027461/d284898ddefa14a.htm

http://corp.yonyx.com/customer-service/importance-of-soft-skills-in-customer-support/

https://www.thebalance.com/top-soft-skills-for-customer-service-jobs-2063746

http://corporate.moneygram.com/Documents/Corp%20site%20docs/Compliance/US%20Agents/
compl_intro_tc.pdf

https://14415-presscdn-0-52-pagely.netdna-ssl.com/wp-content/uploads/2014/11/Moneygram-
Case-Study.pdf

https://www.sec.gov/Archives/edgar/data/1273931/000119312517027461/d284898ddefa14a.htm

https://www.providesupport.com/blog/customer-diversity/

3
MoneyGram Proprietary & Confidential. © 2007 MoneyGram. All rights reserved.

34
Essay Exam Items

1. List and explain the meaning of soft skills

2. Compare and contrast difficult not difficult customer

3. In 250-word essay describe your experience with difficult customer, paying particular

attention on your professional soft skills

4. List and explain the benefit of using Facebook at the workplace

5. Compare and contrast the use of Facebook for personal and professional needs

35
Survey

Strongly Agree Disagree Strongly Undecided


Agree Disagree
The objectives of the
training were clearly
defined
Participation and
interaction were
encouraged
This training
experience will be
useful in my work
The trainer was
knowledgeable about
the training
topics

The trainer was well


prepared
The training
objectives were met
The training provided
information
I need to perform my
job
I believe I will use
what I learned in the
workplace
The trainer used many
different techniques
during the workshop
such as: visual, hands
on, reading and

36
writing materials

37
References

Beebe, S. A., Roach, D. & Mottet, T.P. (2012). Training and Development: Communicating

or Success 􀀀(2nd ed.). Boston: Pearson.

https://www.businessnewsdaily.com/5917-social-media-customer-service.html

https://www.sec.gov/Archives/edgar/data/1273931/000119312517027461/d284898ddefa14a.

htm

http://corp.yonyx.com/customer-service/importance-of-soft-skills-in-customer-support/

https://www.thebalance.com/top-soft-skills-for-customer-service-jobs-2063746

http://corporate.moneygram.com/Documents/Corp%20site%20docs/Compliance/US%20Age

nts/compl_intro_tc.pdf

https://14415-presscdn-0-52-pagely.netdna-ssl.com/wp-content/uploads/2014/11/Moneygram-

Case-Study.pdf

https://www.sec.gov/Archives/edgar/data/1273931/000119312517027461/d284898ddefa14a.

htm

https://www.providesupport.com/blog/customer-diversity/

38
Post-Training Assessment Plan

MoneyGram Facebook Tool for Resolution Assurance Department

Introduction

Why is it important to make a Post-Training Assessment? There are three reasons: 1) To

justify the existence of the training department, by showing what contribution the department

does in order to achieve the organization's goals and objectives. 2) Decide whether to

continue or stop the training program. 3) Get information on how to improve the training

program in the future. In most cases, the assessment is carried out in order to understand how

to improve the effectiveness of the training and in what ways can it be improved

Cognitive Level of Training Evaluation

Cognitive level or learning is defined changing attitudes, improving knowledge and

improving participants' skills as a result of their training program. The change in the behavior

of participants as a result of training is possible only when learning occurs (settings will

change, knowledge or skills will be improved).

The cognitive objective for this training was that by the end of the training, employees will be

able to understand how to use soft skills to communicate and resolve customers’ complaints

by using MoneyGram Facebook Tool. We have to make an assessment in order to find out

how well did employees understood theoretical part of the training and did experience the

practice part.

To assess the cognitive level, we are going use specially developed tests, questionnaires and

tasks, the purpose of which is to quantify the progress in the knowledge obtained by the

employees. For out post-training assessment we are going to use an essay exam items. On the

essay exam items, employees will be asked to generate, list and explain the response. For this

particular training it is valuable for the trainees to discuss and explain in their own words how

39
do they understand the soft skills, how does the MoneyGram Facebook Tool works (technical

point of view) and how to engage with a customer by using employee’s soft skills via

Facebook tool. The essay exam items will allow employees to apply information they are

learning directly to their professional and personal lives. By using this method, we can clearly

make an assessment on cognitive objective of our training and recognize whether it was met.

Example of Cognitive Measurement

Essay Exam Items

1. List and explain the meaning of soft skills


2. Compare and contrast difficult not difficult customer
3. In 250-word essay describe your experience with difficult customer, paying particular
attention on your professional soft skills
4. List and explain the benefit of using Facebook at the workplace
5. Compare and contrast the use of Facebook for personal and professional needs

Affective Level of Training Evaluation

At this level, the employees’ reaction to learning is revealed. When assessing the affective

level, it is important to establish what information we want to receive and, in accordance with

this, choose the tools. The assessment at this level determines how the program responds to it.

This is an assessment of trainees’ satisfaction and in this case the response of participants is a

very important criterion of the training success for at least two reasons: 1) Firstly, the people

way or another do share their impressions of the training with the management, and this

information goes above. Consequently, it [information] influences the decision-making on the

continuation of the training. 2) Secondly, if participants do not react positively then they will

not have motivation to learn. Although, a positive reaction does not guarantee the successful

development of new knowledge, skills and abilities. Negative reaction to training certainly

means less likely to attend the training.

40
The affective objective for this training was that by the end of the training, by given the

opportunity to work in a team with people from different countries, the employees will have a

positive increase in attitude towards diversity of customers. We will discover if employees

understand the importance of dealing with customers from different countries. We have to

find out how did the like the trainer and respect the training content. The assessment on

affective level of training will help us to recognize how employees are motivated after they

have learned the training content and how they will use their new skills on the job. In order to

measure employees’, affect on this level, we are going to use the Likert scale items.

Employees will be asked to complete the questionnaire and indicate whether they “strongly

agree”, “agree”, “disagree”, “strongly disagree”, or “are undecided” about the content of the

statement.

Example of Affective Measurement

Likert Scale Items

For each item, evaluate your level of agreement: (5) = Strongly Agree; (4) = Agree; (3) =

Disagree; (2) = Strongly Disagree; (1) = Undecided

1. The objectives of the training were clearly defined (5) (4) (3) (2) (1)
2. Participation and interaction were encouraged (5) (4) (3) (2) (1)
3. This training experience will be useful in my work (5) (4) (3) (2) (1)
4. The trainer was knowledgeable about the training (5) (4) (3) (2) (1)
topics
5. The trainer was well prepared (5) (4) (3) (2) (1)
6. The training objectives were met (5) (4) (3) (2) (1)
7. The training provided information (5) (4) (3) (2) (1)
I need to perform my job

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Behavioral Level of Training Evaluation

This level is the most important and complex. It is at this level, an assessment is made of how

the behavior of employees has changed as a result of training, how much knowledge and

skills are used in the workplace. This reflects the degree of motivation of the employees and

the relevance of the training. The absence of changes in the behavior of participants does not

mean that the training was ineffective. There are situations when the response to the training

was positive, but the necessary conditions were not made and the behavior did not change.

Therefore, the absence of a change in the behavior of participants after the training may not

always be the reason for making a decision to terminate the program. In these cases, it is

necessary to check if the following prerequisites are present: 1) employees’ willing to change

the behavior; 2) employees’ understanding of what and how to do; 3) the creation of an

appropriate social and psychological climate; 4) encouraging employees to change their

behavior.

There are three levels of behavioral assessment:

1. Atomistic assessment – we determine if the behaviors were performed or not;


2. Analytic assessment – we determine how well each of the employees’ behaviors was
performed;
3. Holistic assessment – we determine the overall quality of the employee’s behavioral
performance.
The behavioral objective for this training was that by the end of the training, employees will

be able to use own soft skills in order to resolute customers’ complaints by using MoneyGram

Facebook Tool after the training. We are going to measure atomistic level of employees’

behaviors by observations during the practice and discussion parts of the training. The

analytic level will be measured by asking employees to complete the questionnaire with the

skill ratings. And for the holistic level, employees will be asked to complete the survey in

order to determine their overall performance, how well an employee is able to perform soft

skills with difficult customers by using MoneyGram Facebook Tool.

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Examples of Behavioral Measurement

Atomistic Checklist Items

1. The employee described the importance of soft skills in personal and professional
lives
___YES ___NO ___Unsure
2. The employee performed participation in the discussion and role plays
___YES ___NO ___Unsure
3. The employee defined the advantages of Facebook at the workplace
___YES ___NO ___Unsure

Analytic Assessment Items

Rate the employees’ performance using the following criteria: 5=Very Poor; 4=Unmet;

3=Developing; 2=Proficient; 1=Mastery

1. Understanding of soft skills:


___The employee identified the soft skills at the workplace
___The employee identified the soft skills in personal life
___The employee identified the importance of soft skills while dealing with customers

2. Criteria for engaging content development:


___The employee created relevant content
___The employee planned appropriate frequency
___The employee created consistent content
___The employee stimulated interaction through the content

Holistic Assessment Items

For each item, evaluate your level of agreement: (5) = Strongly Agree; (4) = Agree; (3) =

Disagree; (2) = Strongly Disagree; (1) = Undecided

1. I actively use Facebook MoneyGram Tool to interact with customers


(5) (4) (3) (2) (1)
2. I am actively in life of Resolution Assurance Department of MoneyGram International

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(5) (4) (3) (2) (1)

Longer-Term Results

The assessment at this level determines how the company's business performance has

changed. The results should not be measured in monetary value, changes may lead to an profit

increase. The assessment at this level is the most difficult and expensive. To obtain more

reliable results in the evaluation it is necessary:

 - if possible, use a control group (not trained);


 - evaluate after some time, so that the results become visible;
 - evaluate before and after the program (if possible);
 - evaluate several times during the program;
 - to compare the value of information that can be obtained with the help of the
evaluation and the cost of obtaining this information (the author believes that the
assessment at the fourth level is not always expedient due to its high cost).
The management of Resolution Assurance Department will be able to the long-term

development related to customer service via MoneyGram Facebook Tool. The positive and

smart changes in customer service (for the Resolution Assurance) will lead to positive

changes for MoneyGram International. The amount of complaints received by Facebook Tool

will be measured together with previous tools (email, post).

The insight customer service statistics and customers’ reviews on social media and internet

will be collected in order to measure ROI (return on investment), which is defined as Return

(additional income from satisfied customers) minus Investment (cost of the training) divided

by Investment.

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