It was pointed out to us at a workshop recently that, while our content was compelling and valuable, there seemed to be no KPI’s or metrics to indicate to the organization (or any organization that would hire us) that our training had any long-term value.
Good point.
As a result, we went back and though about our recent posts on CRaaS (here and here) and how to integrate conflict resolution skills training into the workplace, and came up with some relevant KPI’s and metrics.
Follow along with us:
- The primary KPI for conflict resolution training is to measure changes in levels engagement at the supervisory/management level. This can primarily be accomplished through having reports and higher-ups engage in 360 degree evaluations with special emphasis on conversations with impacted employees, with a particular focus on quality, frequency and type.
- The second way to measure performance improvement at the entry and mid-level positions, is by tracking reductions in registered complaints and concerns, reductions in reported and perceived conflicts and tracking reductions in sick day/vacation day usage by entry level employees, interns and others who are front facing but rarely receive training or mentorship.
- Finally, measuring increases in productivity is hard. However, increased customer engagement, overall employee satisfaction and measuring employee retention, goes a long way toward measuring the efficacy of conflict resolution skills training in your organization.
Of course, if you don't want to measure in these three areas, you could always track reductions in lawsuits and litigation efforts by employees, supervisors, managers, customers and others.
