Chapter 3: Assess, Adapt, and Advance

A systematic approach for measuring and improving soft skills training

Is your training making a difference?

You've launched what feels like a stellar soft skills training program. But how do you know if it's working? It's a tricky question.

#1. Soft skills are hard to quantify. Soft skills are inherently nuanced. For example, how do you determine if an employee is more self-motivated or better at inspiring others?

#2: The impact isn’t always immediate. Some skills aren’t tested until real-world situations demand them. And even then, they aren’t built overnight—they improve gradually through consistent training, reinforcement, and application.

#3: Some measurements are subjective. For example, relying solely on self-reported comfort levels can introduce bias—just because someone feels confident doesn’t mean they're applying the skill effectively.

The good news? You likely have more data than you think. In this chapter, we'll unpack how to assess whether your training is working—and what to do if it needs refinement.

STRATEGY 1

Gather engagement data

You’ve launched your soft skills training—but is it resonating? Before measuring performance, ensure employees find the content valuable. Programs won’t drive results if learners aren’t engaged. Use learner feedback and your e-learning analytics to track things like:

1

Post-course ratings

Consider adding Likert-scale surveys to your courses asking: “On a scale of 1-5, how would you rate this training?”

2

Open-ended feedback

Give learners space to share what worked, what didn’t, and what they’d like improved.

3

Anonymous surveys

Conduct periodic check-ins to gauge whether enthusiasm holds steady or fades over time.

4

Enrollment growth

Are more employees opting into soft skills training?

5

Drop-off rates

If learners start but don’t finish, where do they disengage?

6

Return learners

How many employees voluntarily take additional soft skills courses?

STRATEGY 2

Gather qualitative data

Are employees developing and applying their new soft skills on the job? Use these qualitative strategies to find out.

360-degree feedback

Team dynamics assessments. Ask employees to reflect on how well their team collaborates, communicates, and works toward shared goals.
Manager assessments. Ask supervisors to evaluate employees’ soft skills based on observed workplace behaviors.
Direct report feedback. Enable employees to assess their leaders’ effectiveness in areas like communication, coaching, and decision-making.
Customer input. Use surveys and feedback ratings to gauge improvements in service-related soft skills, such as active listening and problem-solving.

Self-assessments

Confidence ratings. Use Likert-scale surveys to measure self-perceived growth. For example, "On a scale of 1-5, how confident do you feel handling difficult conversations?"
Skills application logs. Have employees document when and how they apply newly developed soft skills in real work situations.

STRATEGY 3

Gather quantitative data

Soft skills might seem subjective, but there's plenty of hard data to track. You can measure performance improvements and behavior changes—all with real numbers.

Performance metrics

Track measurable improvements in employee performance by assessing:

Project outcomes. Do employees make fewer errors, handle challenges more effectively, or work more efficiently? Have problem-solving and task completion improved since training?
Goal achievement. Revisit your original training objectives. For example, if a team was trained in communication skills, are there fewer communication-related issues? Or, if the goal was efficiency, do employees complete tasks faster?

Knowledge checks and quizzes

Training tools don’t just teach—they assess comprehension and retention. Use:

Scenario-based assessments. Present real-world situations where employees apply soft skills and choose the best response. How well do they perform?
Pre- and post-training assessments. Compare knowledge levels before and after training to track improvement.
Spaced repetition quizzes. Reinforce key concepts over time to measure long-term retention and growth.

What’s your data say?

You've gathered the data—now pinpoint what’s not working. Consider the following as you analyze gaps:

Engagement Data

Low completion rates? Check where employees quit and adjust those sections.
Negative feedback? Content structure or delivery may need improvement.
High enrollment but no impact? Training may lack real-world application or practice opportunities.

Qualitative Data

Low skill confidence? Training may lack clarity, reinforcement, or guided practice.
Limited improvement? Identify what’s missing. For example, is training detailed enough?
Customer satisfaction scores plateaued? Employees may need more applied learning.

Quantitative Data

Poor scenario scores? Try more teaching upfront.
Persistent workplace issues? Training may not target the right skills. Check performance data.
Stagnant progress? You may need to adjust the training focus or frequency.

Close the gaps

This final step mirrors your initial skill gap assessment—but now, the focus is on refining your training. Some common fixes include:

Clarify misunderstood topics. If employees miss the same quiz questions, revisit how concepts are introduced. Add clearer explanations, real-world examples, or interactive activities.
Fix engagement drop-offs. If learners disengage early, break long modules into shorter lessons, add interaction checkpoints, or use storytelling to sustain interest.
Improve real-world application. If employees pass quizzes but struggle on the job, add scenario-based exercises and decision-making activities for better practice.
Address confidence gaps. If employees feel unsure about using skills, provide structured practice—like role-plays or guided reinforcement—to build confidence.
Customize for relevance. If training isn't translating, consider adding more job-specific content to make learning directly applicable.