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Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede
Tesis (M.A.) -- Universiteit van Stellenbosch, 1994.
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| Other Authors: | |
| Format: | Thesis |
| Language: | Afrikaans |
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Stellenbosch : Stellenbosch University
2012
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| _version_ | 1867614020739006464 |
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| access_status_str | Open Access |
| author | De Villiers, Paul Roux |
| author2 | Engelbrecht, A. S. |
| author_browse | De Villiers, Paul Roux Engelbrecht, A. S. |
| author_facet | Engelbrecht, A. S. De Villiers, Paul Roux |
| author_sort | De Villiers, Paul Roux |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Tesis (M.A.) -- Universiteit van Stellenbosch, 1994. |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/58448 |
| institution | Stellenbosch University (South Africa) |
| language | Afrikaans |
| last_indexed | 2026-06-10T12:45:23.741Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2012 |
| publishDateRange | 2012 |
| publishDateSort | 2012 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/58448 Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede De Villiers, Paul Roux Engelbrecht, A. S. Stellenbosch University. Faculty of Economic and Management Sciences. Dept. of Industrial Psychology. Employees -- Training of -- Evaluation Interpersonal relations -- Study and teaching Interpersonal communication -- Study and teaching Dissertations -- Industrial psychology Tesis (M.A.) -- Universiteit van Stellenbosch, 1994. The purpose of this study was to evaluate whether a recently developed programme on client service had its objective. The main objective of the programme was to improve the interpersonal skills of the participants in the training programme in order to improve clients service. A study of literature on client satisfaction, interpersonal skills and the evaluation of training was carried out. The Solomon four-group design was used to establish whether attending the training programme which had been developed, had indeed resulted in better client service. The subjects involved in this study comprised 160 employees dealing with clients. They were divided into one experimental group and three control groups. The experimental group and one control group were subjected to the training course; the other two control groups did not receive any form of training during the period of the study. Following a study on the literature available on the subject, behaviour-modelling was used, as t appeared to be the most effective training technique for teaching the particular participants interpersonal skills. The evaluation of the training course was done by means of the Kirkpatrick evaluation model. According to this model, evaluation is done at four levels: reaction, knowledge, behaviour and results. The training course was evaluated at all these levels by means of the following measuring instruments: a reaction questionnaire. The experimental group and one of the control groups were subjected to pre-testing, post-testing and post-post-testing, while the other two control groups only had post-testing and post-post-testing. This was done to determine whether the pre-testing had an interactive effect on training. The reaction of the participants who had received training was very positive with regard to the presentation and the content of the training course. Their scores on the knowledge test were significantly higher during post-testing than those of the subjects who had not received training. The post-post-testing showed that this knowledge was well retained. Thus it can be concluded that knowledge was successfully transferred during the training programme. The behaviour (interpersonal skills) of the subjects who had received training, improved significantly during the post-testing. Th e post-post-testing also showed that the newly acquired behaviour was well retained. The results (better client service), as measured by the results evaluation questionnaire, did not increase significantly. The main purpose of the study was therefore achieved to a large extent. Conclusions were drawn from the results obtained and recommendations made for future research. Masters 2012-08-27T11:38:59Z 2012-08-27T11:38:59Z 1994 Thesis http://hdl.handle.net/10019.1/58448 af Stellenbosch University 225 pages application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Employees -- Training of -- Evaluation Interpersonal relations -- Study and teaching Interpersonal communication -- Study and teaching Dissertations -- Industrial psychology De Villiers, Paul Roux Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title | Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title_full | Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title_fullStr | Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title_full_unstemmed | Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title_short | Klientediens : die evaluering van 'n opleidingsprogram in interpersoonlike vaardighede |
| title_sort | klientediens die evaluering van n opleidingsprogram in interpersoonlike vaardighede |
| topic | Employees -- Training of -- Evaluation Interpersonal relations -- Study and teaching Interpersonal communication -- Study and teaching Dissertations -- Industrial psychology |
| url | http://hdl.handle.net/10019.1/58448 |
| work_keys_str_mv | AT devillierspaulroux klientediensdieevalueringvannopleidingsprogramininterpersoonlikevaardighede |