Training Workshop Package

Training Workshop Package
Instructor: Dr. Elaine Zelley
February 2018
Student ID 329206
1
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
2
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
3
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.
5
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.
6
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
7
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?
8
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
9
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?
10
 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
11
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.
12
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
13
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.
14
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,
15
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?
16
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
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
17
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
18
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.
19
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?
20
 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
21
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.
22
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
23
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.
24
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 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
26
AGENDA
Ø MoneyGram customers
Ø Soft Skills
Ø Facebook
Ø Soft Skills on Facebook
Ø New MoneyGram Facebook Tool
3
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
27
Customers Data
3
Customers Data
46% USA
19% Europe
12% Asia & Pacific
8% CIS
5% Australia
3
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
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
29
Soft Skills
Definition of Soft Skills
3
Soft Skills
Three Main Soft Skills for Resolution Assurance
Department
1. Communication Skills
2. Listening Skills
3. Conflict Resolution
3
30
Soft Skills
The importance of Soft Skills at MoneyGram
3
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
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
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
32
1. How does it look like?
2. How does it work?
3. What are the benefits?
3
3
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
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
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
41
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.
42
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
3. The employee defined the advantages of Facebook at the workplace
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
43
(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.
44

Training Workshop Package

Enviado por

Dados do documento

Direitos autorais

Formatos disponíveis

Compartilhar este documento

Compartilhar ou incorporar documento

Opções de compartilhamento

Você considera este documento útil?

Este conteúdo é inapropriado?

Direitos autorais:

Formatos disponíveis

Training Workshop Package

Enviado por

Direitos autorais:

Formatos disponíveis

Training Workshop Package

Instructor: Dr. Elaine Zelley

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

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

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

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

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

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

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

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

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

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

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

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

via MoneyGram Facebook Tool.

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

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

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

Venue and Location Needs

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

will be reserved beforehand.

 Markers for flipchart

 Tables and chairs

 Large training room

them in order to view PowerPoint presentations and flipchart.

Using of Soft Skills on Facebook

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

Time Content Methods Resources

9:00 AM Theoretical Part PART I

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

other illicit purpose.

 MoneyGram customers PowerPoint slides

 Soft Skills on Facebook

 New MoneyGram Facebook

Diversity of our customers: Write answers on flipchart

 From what countries are our

 From what countries do you

have customer’s complaints

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

Customers’ countries: PowerPoint slides

12% Asia & Pacific

10% South America

Given the opportunity to Customer diversity PowerPoint slides

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