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Evaluation Of The Relationally Based “Calm-Driven” Service Training For The Automotive Industry, Based On The New World Kirkpatrick Model, Katia Tikhonravova
Evaluation Of The Relationally Based “Calm-Driven” Service Training For The Automotive Industry, Based On The New World Kirkpatrick Model, Katia Tikhonravova
Department of Family Therapy Dissertations and Applied Clinical Projects
This study evaluated the effectiveness of the relationally based “Calm-Driven” Service (CDS) training program from the New World Kirkpatrick model perspective. The CDS training program is designed to help automotive professionals in sales and service to relate to their customers by (a) thinking in a different way about human relationships, and (b) realizing their own role in relationships and behavior. The CDS training program is based on the relational systems theory concepts of relational triangles, chronic anxiety, and differentiation of self from the Bowen Family Systems Theory.
The results suggest that the participants had a positive reaction to the training …