This study measured program impacts in two ways. First, respondents were asked two simple, open-ended questions: "Have you seen any of the outcomes that you had hoped for?" and, "Have you seen other changes or differences in the workplace that you think might be related to the program?" In addition to these open-ended questions which netted rich narrative responses, the respondents were asked directly about a number of specific areas of potential impact: confidence, communication skills, problem-solving, ability to work independently, ability to use technology, team work, health and safety, promotability, retention of workers, employee morale, labour relations, productivity, reduced error rates, quality of work, and work effort.

These areas are not mutually exclusive. For example, team work ability necessarily involves communication skills, and confidence is implicated in every other area. In fact, many respondents instantaneously listed off multiple areas without being prompted. The areas are so strongly interconnected that anyone area easily became a point of departure for respondents to speak of the other areas. For ease of understanding, this report organizes the areas into discrete categories; however, respondents rarely spoke of these categories in isolation from one another.

These areas are also subject to the influence of multiple factors beyond workplace education.(6) For example, the effects of work reorganization, new technology and so forth would have also been having an impact on the items measured in this research. Respondents were asked to indicate, with all things considered, if their workplaces' basic skills program impacts independently and positively on the 16 areas.

Confidence
It will not come as news to readers that 97% of respondents report that basic skills programs increase the confidence level of program participants (Figure 7). This is the one area that has been consistently reported by studies and program evaluations. Ironically, increased confidence levels is the one impact that is often simultaneously praised (as incredibly positive) and disparaged (as "warm and fuzzy") in the same breath by those trying to promote workplace programs. Based on the interviews with the workplaces, however, it is clear that those working in the promotions field should work hard to elevate the lowly concept of "learner confidence" from the dungeon of "warm-fuzzy" impacts, and put it squarely in the front-room of bottom line impacts.

"The self-confidence factor is the key to everything... this is the bottom line... if I feel I'm intrinsically valuable... I'll project this onto my work."
Bill Stephaniuk, Employee Relations Manager, MacMillan Bloedel, New Westminister, BC.