John FraserSenior Organizational and Process Consultant| Saudi AramcoCheadle, Cheshire, United Kingdom
Hi All, Quick question for you - wonder if you may be able to help or point me in the right direction based on your Leadership Development knowledge etc. I am currently looking at Soft Skills and the translation to ROI. For example, if you upskill/ build people capability in, say, Customer Services/ Operational leadership, how would you measure the shift in the needle based on that training? There are obviously things such as Net Promoter Score. However, what other measures might you suggest or sources of information to read for that matter?
Great question, my head is elsewhere on this. One, to me soft skills are a means and not an end. I'd measure ROI based on what the organization produced. In this I make the assumption that the product or service of the organization you have in mind is *not* delivering soft-skills to the market. Two, you highlight 'leadership' early in your post: if we look at the foundational definition of leadership (provide structure/direction + have concern/EQ for people), there are proven ways of measuring leadership effectiveness in the literature. Unless you have different soft-skills in mind? Saving Changes...
As Oliver indicates, the main ROI should be around better quality project outcomes, but you could also look at voluntary attrition of staff - if that decreases, you could feel that the investment in soft skills capability improvement had helped but it could also be for a variety of other un-related causes.
Kiron Saving Changes...
Elizabeth HarrinDirector| RebelsGuideToPM.comLondon, England, United Kingdom
I agree, you shift the needle on the outcomes, not the training itself - but the behaviours you see as a result of the training. Saving Changes...
