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Should we give competency tests when we train new users?
"When we train new users on our software, some of our clients want us to
administer a final competency exam and even report the scores of their
attendees. Is this a good practice?"
—Delbert in Detroit
Dear Del:
We asked Rick Kilton, a veteran trainer, for his advice:
"It's always a good idea to give requests like this quite a bit of
consideration. Since the client is paying for the software and the
training, they have the right to make sure that their users get trained
properly. (We've all seen students who see training classes as a
chance to catch up on nap time.) This isn't much different from
certification programs: If the employer makes the skills you're
teaching a job requirement, then they have every right to ask for
verification.
"Now comes the tricky part: creating a test that actually measures
those skills. Unfortunately, instructors often 'teach the test,' especially
if they've helped to create the test questions. Likewise, students are
likely to develop a black-market database of questions and answers
if the same test is used over and over. A more professional approach
is to develop different versions or to have a bank of questions (at least
five for each testable subject) that can be used to vary the choice of
questions each time the test is given. This is also a good way to make
sure the instructor is teaching the course material, not just the known
questions.
"From a marketing perspective, you can offer two versions of your
training--the no-test version at your standard price, and a version
with test at a premium price. The extra fee is justifiable because there
is substantial extra effort to set up and administer the testing questions,
and testing requires extra post-training time, plus scoring and reporting.
"You can also use testing as a way to guarantee the quality of your
training, by allowing students to repeat the class if they don't get a
passing grade (or else they can brush up on course material by using
e-learning tools that you provide). If you approach testing the right way,
it has substantial value and can help improve the whole training program
for you and for your client."
—Rick Kilton rkilton@rwkenterprises.com
RWK Enterprises www.rwkenterprises.com
303/823-6448
[Other comments and suggestions about this topic? Send me an
email and we'll post your
feedback.]
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