Six signs an employee has truly understood

An employee completed the training and scored 90% on the test. Did they understand? Sometimes yes, sometimes no. These six signs help a manager tell understanding apart from memorization:

1. Explains why. Doesn't just repeat a rule but explains the reason behind it.
2. Sees the meaning. Draws conclusions from numbers and complaints: “customers are unhappy not with the price but with the waiting.”
3. Applies it in a new situation. A case that wasn't covered in the training doesn't leave them stuck.
4. Sees different perspectives. Weighs the interests of the customer, the company and colleagues equally.
5. Shows empathy. Understands a customer's or colleague's feelings and acknowledges them.
6. Knows their limits. Asks for help early and doesn't hide mistakes.

How to check

Instead of a multiple-choice test, three simple steps:

• ask the employee to explain a process or product to a new hire;
• give them a short new situation and ask: “What would you do, and why?”;
• two weeks later, observe their work on the job.

These three steps tell you more about understanding than any test.