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January 26, 2021

KPIs for Conflict-Resolution-as-a-Service

Key performance indicators or KPIs are "a measurable value that demonstrates how effectively a company is achieving key business objectives. Organizations use KPIs at multiple levels to evaluate their success at reaching targets." They intersect with the rise of SaaS applications at work quite well, but many organizations will struggle with defining how they intersect with soft skills they want their teams to acquire, even in a remote setting.

  • The primary KPI for measuring performance improvement as a result of conflict resolution training is to measure changes in levels of engagement of personnel at the supervisory/management level following a SaaS-based, LMS training. This can primarily be accomplished through having reports and higher-ups engage in 360-degree evaluations with special emphasis on conversations with impacted employees, with a particular focus on quality, frequency, and type.
  • The secondary KPI for measuring performance improvement as a result of conflict resolution training at the entry and mid-level positions is tracking reductions in registered complaints and concerns, reductions in reported and perceived conflicts, and tracking reductions in sick day/vacation day usage by entry-level employees, interns, and others who are customer or client-facing but rarely receive training or coaching opportunities.
  • The tertiary KPI, for measuring performance improvement as a result of conflict resolution training and how they coincide with increases in productivity is difficult. However, increased customer engagement, overall employee satisfaction, and measuring employee retention, goes a long way toward measuring the efficacy of conflict resolution skills training in your organization. Of course, if you don't want to measure in these three areas, you could always track reductions in lawsuits and litigation efforts by employees, supervisors, managers, customers, and others.

Article written by Jesan Sorrells
Jesan Sorrells serves as the CEO of HSCT Publishing, the home of leadership development platforms, Leadership ToolBox, LeaderBuzz, and LeadingKeys..Backed by over 7 years of direct, in-person training experience with over 15,000+ managers and supervisors across multiple industry verticals, LeadingKeys, Leadership Toolbox, and LeaderBuzz deliver leadership and talent solutions to managers and supervisors of SMB's.
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