GetHelp Inc., a business processing company, trains all of its employees in handling customer calls. After the completion of the training, the company monitors the phone calls of the employees to determine the effect of the training. This evaluation best exemplifies a _____ measure of training evaluation.
A) reaction-level
B) learning-level
C) survey-level
D) behavior-level

Question

Quizplus · Accepted Answer

Behavior-level measures evaluate the extent to which employees have changed their behavior as a result of training. Monitoring phone calls of employees can give insight into whether they are using the skills and knowledge gained from the training in their work activities. Reaction-level measures gauge employee reactions to training immediately after it is completed. Learning-level measures assess employees' knowledge and skills acquired during training. Survey-level measures collect feedback on employee attitudes and perceptions of the training program.