The concept of measuring the Return on Investment (ROI) of intercultural trainings is anything but new. This article seeks to introduce forward-thinking and relevant questions for consideration into an ongoing dialogue.
What This Article Is Not
In an effort to manage expectations, let’s be clear about what this article is not. The purpose of this article is neither to assert that measuring the impact of intercultural training is essential nor to suggest that there is no benefit in measuring the impact of intercultural trainings. This is not an advertisement for intercultures services, though we are open to becoming your thought partner as you consider these ideas for your own business needs. As an established provider of high-quality services that help our customers manage the complexity of working globally, intercultures seeks to be a resource for insights within our professional networks. We strive to help facilitate workable options that help you work better globally within your particular context.
What is ROI in the context of intercultural training?
From a more holistic perspective, ROI can be understood as one piece of impact measurement. The impact made by an intercultural training—or intervention—may include outcomes that are objective or subjective; anticipated or unanticipated; positive, negative or neutral. Return on investment, traditionally considered the financial gain achieved as a result of a discrete action(s), is just one of various possible outcomes of your intercultural training.
To Measure or Not to Measure?
Whether or not to measure the impact of your intercultural training is not the question of most value. It’s the “why,” “what” and “how” of impact measurement that will help you and your team discover meaning in your decision to measure—or not. The process of actively discussing nuanced questions relevant to your work context with a group of diverse stakeholders is of benefit itself. That said, revisiting your decision on a regular basis can help create purpose for the intercultural training that you offer on a one-time or ongoing basis.
The following, select questions for consideration are intended to prompt your thought on at least four categories related to intercultural training and Return on Investment.
Basic Considerations
- How is intercultural competence defined within your workplace?
- Within your physical and virtual workspaces, what actions—or non-actions—demonstrate intercultural competence?
- What are the anticipated—and possibly unanticipated—outcomes of your intercultural training?
- What indicators might reflect impact?
- What relevant measures are already available from which to create a baseline when measuring the ROI of your intercultural training?
Feasibility
- How much will tracking various measures cost in time and measurement tools, as necessary?
- For what period of time and at what cost annually are you prepared to invest in ongoing measurement?
- Under which longer-term, leadership-led initiatives will measurement take place over time?
Anticipating Challenges
- What is implicitly communicated when the impact of intercultural training is not measured?
- What are the consequences of quantifying the return of intercultural trainings?
- Internally, who may gain the least from measuring the impact of intercultural training?
Anticipating Benefits
- How can profit be made from successful impact measures (e.g., financial or otherwise)?
- How might the demonstration of intercultural competence be integrated into formal or informal performance appraisals or feedback?
- What related competencies or successes are implied when high success measures for intercultural training are met?
- Internally, who may gain the most from measuring the impact of intercultural training?
The above article was included in the Aug. 2014 intercultures e-newsletter.
Photo credit title picture: Getty Images.