The New World Kirkpatrick Evaluation of Relationally Based Service Training for the Automotive Industry
Location
1047
Format Type
Event
Format Type
Paper
Start Date
January 2019
End Date
January 2019
Abstract
The New World Kirkpatrick model was utilized to evaluate the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program, which was designed to help automotive professionals to effectively relate to their customers from the Bowen Family Systems Theory (BFST) perspective.
The results suggest that the participants found the training favorable, relevant, engaging, and comprehendible (level 1: reaction). They gained the intended knowledge, skills, attitude, confidence, and commitment to apply newly gained knowledge on the job (level 2: learning). Participants’ behavior changed in their ability to relate to their customers by being (a) able to think in defined ways about human relationships and (b) realize their own role in relationships and behavior (level 3: behavior). The training helped the organization to move on track to their overall goal, which is to become the number one volume dealer (level 4: results).
Evaluation results demonstrate that (a) BFST based trainings could show positive results for organizations, (b) marriage and family therapists posses skills necessary for development and application of the relational based trainings in organizational settings, and (c) there is a need for future research to focus on the development, application, and evaluation of relationally based trainings in organizational settings.
Keywords
The New World Kirkpatrick, Bowen Family Systems Theory, marriage and family therapist, service training, automotive
The New World Kirkpatrick Evaluation of Relationally Based Service Training for the Automotive Industry
1047
The New World Kirkpatrick model was utilized to evaluate the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program, which was designed to help automotive professionals to effectively relate to their customers from the Bowen Family Systems Theory (BFST) perspective.
The results suggest that the participants found the training favorable, relevant, engaging, and comprehendible (level 1: reaction). They gained the intended knowledge, skills, attitude, confidence, and commitment to apply newly gained knowledge on the job (level 2: learning). Participants’ behavior changed in their ability to relate to their customers by being (a) able to think in defined ways about human relationships and (b) realize their own role in relationships and behavior (level 3: behavior). The training helped the organization to move on track to their overall goal, which is to become the number one volume dealer (level 4: results).
Evaluation results demonstrate that (a) BFST based trainings could show positive results for organizations, (b) marriage and family therapists posses skills necessary for development and application of the relational based trainings in organizational settings, and (c) there is a need for future research to focus on the development, application, and evaluation of relationally based trainings in organizational settings.
Comments
Proposed session is Katia Tikhonravova’s dissertation, which she defended April 2018. She obtained her master’s and doctorate degrees in marriage and family therapy from Nova Southeastern University (NSU). Katia is a licensed marriage and family therapist (LMFT). She is on track to become an AAMFT approved supervisor in November 2018. Katia Tikhonravova, a Business Relationships Consultant and corporate trainer, is the owner of Corporation Clinic. She works with Fixed Operations and Sales departments at automotive dealerships to provide relational based group trainings and individual coaching. Katia’s book and multiple articles focus on bringing relationally based systems knowledge into business, sales, and customer service. She has presented her work nationally and internationally at university settings, dealerships, conferences, and other educational events.