April 2009 | 4MAT 4Business Newsletter

Learner outcomes are the behavior shifts needed to bridge the gap between the current level of performance and the desired level of performance. The first step in training design is clearly defining the desired learner outcomes. Getting this right is the key to designing effective learning experiences.

Imagine the Director of Call Center Operations schedules a meeting with you to talk about the need for conflict resolution training. She wants a program for the upcoming annual meeting. Before you pull a training module off the shelf, here are a few questions you can ask that will create a shared definition of the outcomes:

When this course is done, what will you notice that is visibly different in your team?
How does this differ from how the team operates now?
Who on your team exhibits this behavior now? What do they do differently? What do they seem to understand that others don’t?

4MAT Learner Outcome Analysis: Conflict Resolution

The right questions will lead you to the source of the performance issue.

Be Well,

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Jeanine O'Neill-Blackwell
President/CEO, 4MAT 4BUSINESS

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