Application in the workplace

Post-then evaluation Westpac

A post-then evaluation gives participants the opportunity to self-report on their functioning following the training. This evaluation methodology is useful because often before the training people are not aware of what they don’t know or do. Prior to the training many participants would blame the customer entirely for the difficulties that arise. Once they have completed the training they realise that their thinking, feeling and acting contributes something to every situation.

Participants are asked to rate themselves on how they are functioning now and how they think they used to function before they did the training.

Research done on 14 programmes in various bank branches show not only a high level of retention of the practices and skills taught in the workshops but that on certain key indicators staff increased their performance levels four weeks after the workshop and then increased further four months after the workshop.

Measurable Improvement

Key indicator questions that staff reported improvement on were:

Dealing with customers

  • When a customer is angry I no longer become defensive of myself and of the bank
  • When a customer is angry and upset I respond first by mirroring their feelings back to them and by empathizing with them in some way
  • I do not offer excuses or blame someone else, but acknowledge mistakes and offer to correct them where possible.
  • I think of the customer’s social system and can understand why they might be angry when things don’t work out for them.

Self belief

  • I believe I am able to deal with angry and aggressive customers
  • I no longer worry that the next customer who comes in may be angry and aggressive
  • I step back from an aggressive situation and tell myself they are not angry at me personally
  • I have strategies for controlling my responses to angry and aggressive customers

Self care

  • I make sure I am getting plenty of exercise outside of work time to cope with stress.
  • I am comfortable taking time out to let my adrenaline flow return to normal.
  • I take control of my body and calm myself down by deep breathing or some other physical action