Chapter 12

Assessments

What’s in This Chapter

• Two assessments to use in the workshop sessions or as professional development

• Instructions on how and when to use the assessments

Assessments and evaluations can be critical to a workshop. Using assessments during the workshop helps participants identify areas of strength and weakness, enabling them to capitalize on their strengths and improve their weaknesses to become more effective in the workplace and beyond. You may choose to have participants refer back to their self-assessments during subsequent workshop activities to check in on participants’ learning so that both of you can make needed adjustments as you go.

In addition, Assessment 2: Facilitator Competencies provides an instrument to help you manage your professional development and increase the effectiveness of your workshops. You can use this tool in a number of ways: self-assessment, end-of-course feedback, or peer-to-peer observer feedback.

Assessments Included in Customer Service Training

Assessment 1: Where Are We Now?

Assessment 2: Facilitator Competencies