Part 1-Objective would be: "By the end of the training session, the trainees will be able to set a table as described in the restaurant's manual". Learning objective is communicated to the trainees and even written down clearly on a white board, inviting comments, queries or questions. There are several important points to note in the above-quoted learning objective: The training (learning) objective is performance-based. The objective is clear and not subject to misinterpretations - the trainees know exactly what is expected of them and how they will be tested. The shift and onus for learning is upon the trainees themselves. The training lesson is action-oriented (an active verb is used) "will be able to set" that guides the learning process (method) and will demonstrate whether the lesson has been learned. The end-result is observable and measurable.
Affective Objective: After completing the training session, the employee will be able to communicate with and react to customers in a way that will result in a more satisfactory experience for the customer. Training for this objective will be delivered by employees in each store who have been previously recognized for their customer service skills on their performance reviews through utilization of an in-house developed customer service guide. These employees will shadow current employees and measure customer responses to their experience through use of a customer experience survey for a two day period. After the observance period, the customer responses are reviewed and on-the-job coaching begins. The coaching is one day per week for four weeks with coaches mentoring employees. Customer response surveys continue to be administered.
The very wording of the learning objective obligates trainer to plan a training session that will include : An explanation and a demonstration by the trainer or an experienced trainee,