The Impact of Soft Skills Training on the Behavior and Work Performance of Employees in Service Organizations

Soft skills have become inevitable for employees to effectively perform their jobs in the services sector. A growing body of research shows that soft skills can indeed be effectively taught (Bush, 2012). The effectiveness of soft skills training on the employees is measured using Kirk Patrick’s model of training evaluation to study whether soft skills training imparted to the employees of the service sector can transform employee behavior and impact dimensions of employee work performance. The results of this research study reveal that soft skills training is successful in changing employee behavior and does impact employee work performance. This research study has provided insights on the impact of soft skills training on the work performance of employees of the service sector and has contributed to the body of knowledge through the suggested training model and pedagogical tools for imparting soft skills