One of the most important aspects of LRI video-based assessment systems is the creation of a Feedback Report on the individual assessed.

Feedback Reports for all LRI assessment programs are structured to include:

Cover Page

The name of the individual appears, along with a statement indicating an individual's probability of success in a specified job. Versions of the report are available for new applicants or incumbents. In each case, a statement appears indicating, for example, that 5 out of 10 people with the same score as John/Jane Doe have been successful in performing the (behavioral skills) activities of their jobs.

Section I - Skills Ranking

This section provides a definition of the skills being measured and ranks the participant's performance of each skill from the strongest (ranked # 1) to the weakest. An "X" denotes those skills in which the participant's performance was above average.

Section II - Skills and Task Analysis

This section provides an analysis of the tasks that comprise each of the skills assessed by the system. The participant's performance in each task is reported as either being acceptable or needing development. This information can be used to identify training activities within each skill area. Here is an example taken from a customer service assessment program:

One of the tasks measured is Customer Relations, by which is meant an individual's ability to create and maintain a positive company image by interacting with others in a polite, professional, and proactive manner.

The following kind of information is provided, based upon the individual choices made during the assessment:

Situations In Which the Participant's Performance Was Acceptable:

• Interacts with customers who make unreasonable demands or have unjustified complaints
• Deals with customers regarding service/product complaints

Situations In Which The Participant's Performance Needs Development:

• Explains policies and procedures to customers
• Interacts with irate/angry customers in a polite and helpful manner
• Contacts customers to discuss/resolve problems

Section III - Performance Development Strategies

This section suggests activities to help the participant improve performance in the areas most in need of development. These performance development strategies can be shared with others in the organization in the position to assist in implementing a developmental plan. These suggested strategies are intended to supplement and complement (not replace) other formal developmental activities, such as: training programs, local college courses, books, and other available resources.

In the Section II example, above, the individual needs to develop the ability to: Explain policies and procedures to customers. This individual's report would include the following developmental ideas:

• Provide information in a simple and easy-to-understand manner. Avoid "technical" terms that the customer may not clearly understand
• A large number of policies and procedures affect your interactions with customers. In addition to simply understanding the policies/procedures, it is important to understand why they exist
• Bear in mind that although policies or procedures may not allow you to comply with a customer's direct request, alternative courses of action may allow you to fully or partially meet the actual needs of the customer
• If a customer's request cannot be accommodated because of policy or procedure, attempt to explain why the policy/procedure exists. No customer wants to be told that a request can't be met simply because the request is "against our policy"
• In many instances where a customer feels inconvenienced by policies/procedures, it may be possible to explain how the policy/procedure actually benefits the customer
• Through discussions with your supervisor, develop a clear understanding of the policies/procedures that have some degree of flexibility versus those that do not, and clarify the limits of your personal authority to make exceptions
• If you are unable to comply with a customer's request because of policy, try to create a positive image of the company by showing empathy for the customer's situation
• Apologize for any inconvenience the customer may have as a result of the policy and your inability to meet his/her request

Note:

Pages in Section III can be customized to include credit and non-credit course and training program information.

To review a complete Feedback Report for a specific assessment program, please click here to identify the program:

• CSR - Customer Service Skills
• OSS - Office Success Skills
• RTL - Retail Sales Associate
• SAL - Sales Skills
• SMP - Supervisory Skills
• SMS - Managerial Skills
• TFS - Bank Teller
• WRS - Workforce Readiness Skills - Personal Qualities
• WRS - Workforce Readiness Skills - Customer Care
• WSS - Workplace Success Skills

For additional information, please contact: