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Evaluating communication skills training courses 

Evaluating communication skills training courses
Evaluating communication skills training courses

Lyuba Konopasek

, Marcy Rosenbaum

, John Encandela

, and Kathy Cole-Kelly

Page of

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date: 03 December 2020

This chapter describes strategies for designing programme evaluation for communication skills training courses. It draws on the communication literature to demonstrate evaluation approaches including use of control groups, validated instruments, and observation methods. The logic model is introduced as a tool to ensure that evaluation is aligned with programme plans. Kirkpatrick’s four levels of programme evaluation are used to analyse training outcomes. Kirkpatrick’s Level 1 evaluates learners’ reaction to training. Level 2 evaluates changes in the learners’ attitudes, such as self-efficacy, knowledge and skills, including assessment by standardized patients. Level 3 assesses change in communication behaviours in the context of patient care, and Level 4 measures changes in patient outcomes, including patient satisfaction. Examples of each Kirkpatrick level are provided in this chapter, along with their strengths and limitations.

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