EPSC 311: Measurement and Evaluation Course Outline Course Purpose This course prepares the student teachers in measuring and evaluation of learners’ ability. Expected Learning Outcomes 1. Describe the relationship between measurement, evaluation, testing and examination 2. Explain the historical development of measuring instruments 3. Explain the scales of measurement 4. Describe the characteristics of a good test 5. Discuss test construction, planning and Administration Course Content Week 1: Measurement, assessment, evaluation, test and examination Week 2: Principles of evaluation Week 3: Historical development of measuring instruments Week 4: CAT 1 Week 5: Scales of measurement Week 6: Characteristics of a good test Week 7: Types of tests Week 8: Test item formats Week 9: CAT 2 Week 10: Test construction, planning and administration Week 11: Quantitative methods applied in selection of test items Week 12: Qualitative methods applied in selection of test items Week 13: Test validation Week 14: Interpreting test results Week 15: Reporting test results Teaching and Learning Methodology Lectures, Discussions, Assignments Course Evaluation Continuous Assessment Test: 30% Examination: 70% Total: 100% REFERENCES Bennaars, G. A.; Otiende, J. E. & Boisvert, R. (1994). Theory and Practice of Education. Nairobi: East African Educational Publishers. Ebel, R. L. & Frisbie, D. A. (1991). Essentials of Educational measurement. Fifth Edition. London: Prentice Hall Inc. Musial, D.; Nieminen, G.; Thomas, J. & Burke, K. (2009). Foundations of Meaningful Educational Measurement. New York: McGraw Hill Nasibi, M. W. (2003). Instructional Methods. General Methods for Teaching Across the Curriculaum. Nairobi: Strongwall Africa. Measurement, Assessment, Evaluation, Test and Examination Measurement refers to the procedure of assigning numbers to a specified attribute or behaviour of an individual in such a way that the number describes the degree to which the individual possesses that attribute or behaviour. Measurement answers the questions “how much?” or “how many?” Assessment is the process of determining what learners have achieved by using a specific measure which yields quantitative data. Evaluation is the process of collecting quantitative or qualitative information, analysing the information and presenting it in a form that facilitates decision making among alternatives. It is the systematic process of collecting, analyzing and interpreting information to determine the extent to which students are achieving instructional objectives. It is the process of attaching value judgement on whether teaching and learning has occurred. Tests and examinations contribute valuable information for making comprehensive judgement on the quality and relevance of educational programmes against the stated educational objectives. A test is a systematic procedure for measuring a sample of behaviour of a candidate. A systematic procedure implies that a test is developed, moderated, test papers produced, administered, marked, scored and outcome released according to prescribed rules. A sample implies that a test contains only a selection of all possible items (questions) that could be developed to measure a particular behaviour. Behaviour implies that a test only measures the test taking attributes (stated in the specific objectives of the curriculum) in a standard situation. A test answers the question “How well does the individual perform” and consists of several questions or tasks. An examination consists of several tests that measure different characteristics, attributes or behaviour of a candidate for purposes of decision making. It is the process of gathering information to monitor progress and make educational decisions. Importance of measurement and evaluation Teaching is a conscious educational activity or process and therefore it is important to take stock and gauge how the teaching and learning process is fairing from time to time by measuring and evaluating the performance of the teachers as well as that of the students. i. To provide information for effective educational and vocational guidance and counselling services. ii. To provide information for grading students, for promoting students to the next level of education and for making meaningful reports to parents. iii. To provide information to teachers on the extent to which instructional objectives have been achieved; that is whether the most appropriate teaching strategies and teaching/learning resources were used. iv. To provide information regarding student’s success or failure in mastery of skills, attitudes and behaviour. This will help teachers to identify areas in which students require remedial teaching with respect to their performance. Similarly, students will identify what they have done well and what they need to improve. [EPSC 311] 2 v. To provide information regarding the effectiveness of the entire educational institution and point out certain aspects may be improved. This will enable the local community identify areas in which it can supplement school effort in improving the academic social life of the community. vi. To provide information for students’ certification purpose. This will enhance placement of students to various curricula, universities, colleges and vocations. vii. To provide information that will help in determination of the quality of education being given to students in relation to national goals where the system of education can be retained or overhauled. This may enable research on the existing curriculum by the KIE which could suggest necessary amendments to improve it. Principles of evaluation Principles of evaluation are laws, rules or general patterns that explain how evaluation should be conducted. i. Evaluation should be continuous at four levels: a. At the beginning of the school year to determine the learners’ entry behaviour. This is referred to as pre assessment. b. During teaching with the purpose of getting feedback on learning. This is done using continuous assessment tests and well as internal end of term examinations c. At the end of the programme for example end of primary school education or end of secondary school education. d. Follow up evaluation carried out after the implementation of the programme. ii. Evaluation should be comprehensive: This means that a variety of instruments should be employed in evaluation to test many variables. This calls for essay tests, objective tests as well as practicals. iii. Evaluation should be consistent with objectives: This means that the evaluation content or items should be related to the instructional objectives the evaluator had set to achieve. iv. Evaluation should be valid: This means that the process of evaluation should facilitate measurement of what the evaluator intend to measure. v. Evaluation should be reliable: This means that the evaluation results should be consistent if the evaluation process is repeated under similar conditions for the same group of candidates. Types of Evaluation 1. Placement Evaluation: This is concerned with students’ entry behaviour and it focus on questions like a. Does the student possess knowledge and skills needed to begin the planned instruction? b. To what extent has the student mastered the objectives of the planned instruction c. To what extent do the students’ interests, work habits and personal characteristics indicate that one mode of instruction might be better than the other. Answers to these questions require the use of a variety of techniques such as readiness test, aptitude test and observational techniques. Placement evaluation determines the position of teaching that is most likely to benefit the students. [EPSC 311] 3 2. Formative Evaluation: This is used to monitor the learning progress during instruction or teaching and to provide continuous feedback to both learners and teachers concerning learning success and failures. The feedback to students reinforces successful learning and identifies the learning errors that need correction. Formative evaluation is directed towards improving learning and teaching. The results of formative evaluation are not used to assess course grades. 3. Summative Evaluation: This is designed to determine the extent to which the instructional objectives have been achieved and is primarily for assigning grades or certifying students. Summative evaluation is done at the end of the course or unit of instruction. The techniques used in summative evaluation are determined by instructional objectives and the techniques include teacher made achievement tests, rating of various types of performance such as laboratory oral report and evaluation of products such as themes, drawings and research reports. Summative evaluation also provides information for judging the appropriateness of the course objectives and the effectiveness of instruction. 4. Diagnostic Evaluation: This is concerned with persistent or recurring learning difficulties that are left unresolved by standard prescriptions of formative evaluation. If the students continue to fail in for example reading and computing despite the use of prescribed methods of teaching, then a more detailed diagnosis is indicated. Serious learning problems require the services of remedial, psychological or medical specialists. Diagnostic evaluation determines the causes of learning problems and formulation of a plan for remedial action. Historical development of measuring instruments Scales of measurement Measurement scale refers to assigning of numbers to objects or events according to a specific set of rules. There are four measurement scales which include: nominal scale, ordinal scale, interval scale and ratio scale. i. Nominal scale: This is a scale in which numbers are used to level, classify or identify people, events or objects of interest. The numbers used in nominal scale are arbitrary and do not represent any quantity because they are merely used for categorizing or labeling data. Nominal scale is used when one is interested in knowing if certain objects belong to the same or different classes or groups e.g. teachers in a school may be assigned into two groups: peer teachers = 0, untrained teachers = 1, trained teachers = 2. The numbers 0, 1 and 2 are just codes and do not indicate magnitude. They can only be used for counting. ii. Ordinal scale: This scale groups subjects into categories and ranks them in some order such as ascending or descending order. Ordinal scale allows one to determine which measure is better than others but it does not allow one to assess by how much or how many a measure is better than the other. Therefore, there is classification as well as an indication of magnitude (size) and rank. What is important in ordinal scale is the position of the subjects. These positions or ranks cannot be compared because equal intervals on ordinal scale do not represent equal quantities. For example, classes in which learners have been ranked according to test results, one cannot say that the 4th learner is half as good as the 2nd learner in spite of the fact that 2 is a half of 4. Ordinal numbers are used for both counting and ranking (less than or greater than). [EPSC 311] 4 iii. Interval scale: This scale groups subjects into categories and ranks them in some order with equal distances between adjacent numbers representing equal quantities. This scale allows one to determine by how much or how many a measure is better than the others. For example, in an examination, a learner who scored 90% is 20% greater than a learner who scored 70%. However, the zero point on the interval scale is arbitrary and not absolute which means that if a class is given a test and a learner scores a zero, it does not imply that the learner knows nothing at all. Likewise, there can never be zero days on the calendar or zero time. Thus, examples of interval scale numbers are test scores, temperature and calendar days. Interval scale numbers can be used for counting, ranking, addition and subtraction. iv. Ratio scale: This scale groups subjects into categories and ranks them in some order with equal distances between adjacent numbers representing equal quantities and has an absolute or real zero point. For example, a meter ruler has a zero mark on it meaning that if it is used to measure height and the measurement is zero, then there is no height at all. In ratio scale, each number is a distance from zero which means there is an absolute zero on the scale e.g. height, weight, balance and income. Ratio scale numbers are used for counting, ranking, addition, subtraction, multiplication and division. Characteristics of a good test A test is a statistical instrument used to reveal an individual’s performance in comparison to those of others in the same class doing the same tasks under the same conditions. A test is also defined as predetermined collection of questions or tasks to which predetermined types of responses are sought in order to measure the performance and capabilities of a student or a class. Thus, a good test should have the following characteristics: i. Objectivity: A good test should be objective. A test is said to be objective if it is free from personal biases in interpreting its scope by students as well as in scoring the responses by examiners. The objectivity of a test can be increased by using more objective test items and answers are scored according to model answers provided. Therefore, if the test is marked by two or more competent examiners, the score will be the same. ii. Validity: A good test should be valid. A test is said to be valid if it measures what it intends to measure meaning that there should be a correlation between what the test measures and the function the test intended to measure. iii. Reliability: A good test should be reliable. A reliable test yields consistent scores when administered to the same individuals under similar circumstances or conditions. A test may be reliable but not necessarily valid. This is because it may yield consistent scores after repeated trials but these scores may not represent what exactly was to be measured. However, a test with high validity has to be reliable meaning that the scores will be consistent in both cases. iv. Comprehensiveness: A good test should be comprehensive. A test is said to be comprehensive if it covers the entire syllabus meaning that the test should consider all relevant learning materials and cover all the anticipated objectives. [EPSC 311] 5 v. Simplicity: Simplicity means that a good test should be written in a clear, correct and uncomplicated or straightforward language avoiding ambiguous questions and instructions. vi. Discriminating power: Discriminating power of a test refers to the test’s ability to distinguish between the upper and lower ability groups who took the test. This means that the test should contain different difficulty level of test items in order to accommodate both the upper and lower ability groups. vii. Practicability: The practicability of a good test depends upon ease in administration; ease in scoring the test items; ease in interpreting the test scores and finally economy meaning that it should not be too expensive to administer in relation to the value of the information obtained. Types of tests 1. Norm referenced tests (NRT): This is a test designed to provide a measure of performance that is interpretable in terms of individuals relative standing In the same known group. This enables a teacher to determine how an individual’s performance compares with that of the others in the local or national group depending on how the results are to be used. For example, using a national norm, students’ performance in mathematics can be described as equating to or exceeding that of 70% of national performance. 2. Criterion referenced tests (CRT): This is a test designed to provide a measure of performance that is interpretable in terms of clearly defined and limited domain of learning tasks. This enables a teacher to describe what an individual can do without reference to other students’ performance. For example, CRT can: a. Indicate the percentage of tasks a student performs correctly e.g. spells 60% of the words correctly. b. Describe the specific learning tasks a student is able to perform e.g. count from one to a hundred c. Compare the test performance to a set standard and make a mastery-none mastery decision e.g. measuring the identification of the main tasks in a paragraph 3. Objective referenced test (ORT): This is a test designed to provide a measure of performance that is interpretable in terms of specific instructional objectives. 4. Paper and pencil tests: These are tests that require the examinee to record responses to questions on a paper. They are used to assess students’ cognitive abilities and to a lower extent used to measure practical skills for example science practical that require students to carry out certain procedures and record their observations. Advantages of paper and pencil tests a. They are economical in terms of time and money b. It is easy to test a large number of students at the same time c. It allows one to test students under uniform conditions d. The tests may contain a series of questions that cover the whole syllabus Disadvantages of paper and pencil tests a. They attach undue importance to a very small sample of student behaviour b. Students’ results may be unnecessarily influenced by extraneous factors c. They may have adverse side effects on instructional programs 5. Performance tests: These are tests concerned with assessing students’ ability in using various skills and procedures in various academic courses. For example, map reading in geography, fine arts, music and home economics. A performance test is [EPSC 311] 6 individualized such that a student is given a task to perform and while performing the task, the student is observed and judgment is done. Performance test is essential when the process of evaluation is needed for the purpose of assessment. For example, in home economics, a teacher may need to judge whether a student used safe, hygienic and correct method in preparing a meal. Advantages of performance tests a. Provides an opportunity to test in a realistic setting b. Allows the examiner to observe and check individual performance c. Allows for testing of students’ ability to bring together a number of different skills d. Assesses the students’ proficiency in performing an activity Disadvantages of performance tests a. Only a small proportion of the syllabus can be tested b. It may impose some pressure on laboratory and workshop equipment c. Where equipment is not enough, it may result in none standardized examination conditions thus making comparison of results invalid d. Where the examiner is required to observe the actual process or working, additional examiners may be required making it costly. e. It has limited feasibility for large groups 6. Oral tests: These are tests that involve the word of mouth only. They are suitable when assessing students’ ability in communication especially in English and other foreign languages, when assessing a graduate student’s defense of thesis and when the examinee is visually handicapped. Oral tests require face to face situation between the examiner and the examinee. Advantages of oral tests a. They provide direct contact with the candidate b. They provide an opportunity to access strong and weak areas of each candidate c. They provide an examiner an opportunity to question the candidate about how he/she arrived at the answer. d. More than one examiner can examine the candidate simultaneously Disadvantages of oral tests a. They lack standardization. This means that the results of the test cannot compare across candidates b. Test results tend to be subjective. This means that the test results depend on the opinion of the examiner c. They require a large number of examiners d. They are usually depend on the experience of the examiners and their ability to retain in their minds an accurate impression of the standard required Test item formats i. Multiple choice items: These are items that require the candidates to select one or more responses from a set of options. The correct alternative in each item is called answer or the key and the remaining alternatives are called distracters. ii. True/false items: These are items that require the candidate to select one of the two choices given as possible responses to a question iii. where the choice is either between true and false, yes or no, or right and wrong. iv. Matching items: These are test items which consist of a list of premises, a list of responses and direction for matching the two. Candidates must match each premise with one of the responses on the basis of the criteria described in the directions. [EPSC 311] 7 v. Essay items: These are test items that require the candidate to supply answers in form a paragraph or any written analysis or compositions. vi. Short answer items: These are test items which require the candidate to supply a word, number or phrase that answers the question or completes a sentence. Test construction, planning and administration Planning a test The function of test planning is to outline the task of preparing a test as clearly as possible. Through test planning, the qualities and characteristics of a test are predetermined prior to test construction. The test specification should be so complete and clear such that two or more test constructors operating independently under these specifications would produce comparable and interchangeable tests differing only in the sampling of the questions. a. b. c. d. e. f. g. Test planning involves decision making guided by a series of specific questions: What is the general purpose and requirement of the test? What content should the test cover? Which items should be used in the test? How many questions or items should be included? How much time will the examiners need to answer the test? How will test items be written and administered? 1. Defining the purpose: The test constructor should state the specific areas of achievement the test is expected to include. The concern is not with the syllabus but the course objectives stated in behavioural terms. The following factors should be considered while stating the purpose: i. The candidate to be tested ii. The purpose to be served by test results or scores for example, for selection, guidance, placement, diagnostic purpose etc. iii. The analysis of objectives of instructions in order to determine what activities and skills should be appraised in the test. The source of the objectives is the Blooms taxonomy cognitive domains which include knowledge, comprehension, application, analysis, synthesis and evaluation. i. Knowledge requires an individual to recall or recognize an appropriate content of material whether it be specific facts, universal principles, generalizations, methods, processes, patterns, structures etc. ii. Comprehension requires an individual to be able to paraphrase knowledge accurately, to explain or summarize it in his or her own words or to show logical extensions in terms of implications. iii. Application is the ability to select a given abstraction (generalization or principle) appropriate for a new situation and correctly use it. The candidate is able to use generalizations and principles on new problems and situations. The testing situation must be new, unfamiliar and in some way different from those used in the instruction. [EPSC 311] 8 iv. Analysis is the ability to break part of communication or concept into its constituent elements to show the hierarchy or other internal relation of ideas and to show the basis for organization or to indicate how it conveys its effects. v. Synthesis involves putting together parts and elements to form a new whole unit. The candidate is expected to produce something that is new and different when provided with a problem or a task, a set of specifications or a collection of material. vi. Evaluation is the quantitative and qualitative judgement about the extent to which materials and methods satisfy the criteria determined by the teacher or student. In test planning, the list of specific objectives on which the test will be based should be made. 2. Defining the content: The objectives appraised by the test should be related to content which is the means through which the objectives are taught, learnt and demonstrated. The content dimensions of the test outline should consist of a detailed analysis of the curriculum areas that are to be considered in the test. The constructor should then relate each objective to the specific content area. 3. Defining the format of the test items: Tests may be oral or written. If written, they may be essay or objective type. The constructor must clearly state in advance whether essay or objective test items will be used. In general, higher cognitive objectives (application, synthesis and evaluation) use essay test item. If knowledge and comprehension objectives are used, then objective type questions may be used. 4. Defining the number of test items: The number of questions to be included should be stated in the planning stage. The number of items will depend on the specified duration, the type of test items used and the complexity of thought processes involved in answering the test items. 5. Specification of time limits: Time required by the candidates to answer the test items should be specified. The required time is a function of the mental processes involved and the kind of test format used. 6. Writing the test items: The test specification should indicate the qualifications of the writers of the test items. Good test item writers should have a thourogh grasp of the subject matter dealt with in the test. A single writer may concentrate on a particular area of content or objective. Test Construction Test construction involves the preparation of the test items for the purposes of determining the achievement of specific objectives. Tests are constructed to determine how much a learner knows or has learned. Factors Considered During Test Construction i. The objectives of the syllabus ii. The academic level of the learners iii. Specific topics or content to be covered by the test iv. Table of specification Table of Specification A table of specification is a table that aligns topics that will be on a test and the number of test items each topic will have on the final grade based on the cognitive levels at which specific objectives should be achieved. [EPSC 311] 9 A table of specification shows the number of questions or test items based on the topics being tested versus their cognitive levels of a given test. Format of the table of specification Cognitive Skills Versus Topics Knowledge Comprehension Application Analysis Synthesis Evaluation Total Topic 1 Topic 2 Topic 3 Topic 4 Topic 5 Total Importance of the table of Specification i. It helps the teacher to set a balanced test or examination in relation to types of test items and cognitive levels in the Bloom’s Taxonomy ii. It helps the teacher to determine the volume of content to be included in a test or examination iii. It ensures that the syllabus is adequately covered. In any test or examination, 75% of the syllabus should be covered iv. It ensures that specific objectives of the syllabus are addressed in a given test or examination v. It ensures a sense of balance in the cognitive abilities being tested vi. It ensures the validity of a given test or examination Test administration i. The students should have adequate working space and sit in a manner that will avoid distraction and cheating. A label should be placed on the door stating “testing in progress, do not disturb” ii. Ensure that there are sufficient resources needed for the test eg test papers, pens, answer sheets etc iii. Clear the room of any relevant materials like charts, pictures, objects, maps etc which may give some learners an added advantage in the test. iv. Have a clock in a central place in the room for all to see and write the start and finish times for the test on the chalkboard. v. Distribute the papers in such a way that the learners are not accessible to the test items until the distribution is complete when the learners are allowed to start writing. vi. After candidates have completed the test, count the answer sheets and record any incidents that might invalidate students’ scores. [EPSC 311] 10 Quantitative methods applied in selection of test items i. Simple Random Method: This is a method that provides each question in the pool of questions an equal chance of being selected for the test. It may involve giving a number to every question in the pool of questions, placing the numbers in a container and then selecting any number at random. The questions whose numbers are selected form the test. ii. Systemic Random Method: This is a method in which every Kth question from a pool of questions is selected for the test. To obtain a truly random sample, the list of all questions in the pool must be randomized. A decision is made regarding the selection interval (K) by dividing the number of questions in the pool of questions with the number of questions required for the test. iii. Stratified Random Method: This is a method in which the pool of questions is divided or stratified into two or more groups or strata using a given criteria (topics) and then a given number of questions are randomly selected from each group or stratum. Qualitative methods applied in selection of test items i. Purposive Method: This is a method in which only those questions that have the required knowledge and skills to be tested are selected for the test. ii. Quota Method: The objective of quota method is to include various groups or quotas of the questions from the pool of questions. Therefore, only those questions that fit the identified groups or quotas are selected for the test. iii. Convenient Method: This method involves selecting the required questions as they become available until the required number of questions for the test is obtained. Test validation Validity reflects how well a test measures what it is intended to measure. A test is said to be valid if its items measure what they are intended to measure meaning that the test should cover the intended objectives, content and learning experiences. Therefore, validity of a test is defined as the degree to which it measures what it is intended to measure. Types of Validity i. Construct validity: This is the measure of the degree to which results obtained from a test meaningfully and accurately reflects or represents a theoretical concept. For example, would a score of 90% on a reading test accurately reflect the true reading ability of a learner? ii. Content Validity: This is a measure of the degree to which data collected using a particular test represents a specific domain of indicators or content of a particular concept. For example, a test of arithmetic for standard four learners would not yield content valid data if items do not include all the four operations that is addition, subtraction, multiplication and division. iii. Criterion-related Validity: This refers to the use of a test in assessing subjects’ behaviour or performance in specific situations. For example, if a test purports to measure performance in a job, the subjects who score high on the test must also perform well on the job. There are two types of criterion related validity that is predictive [EPSC 311] 11 validity which refers to the degree to which obtained data predict the future behaviour of the subjects and the second one is the concurrent validity which refers to the degree to which obtained data are able to predict the behaviour of the subjects in the present and not in the future (e.g. psychiatrist might use a measure to establish whether a patient is schizophrenic in which case a patient’s scores on the psychiatric test would correlate highly with the patient’s present behaviour if the test does indeed yield data that accurately represents this type of mental illness). Interpreting test results An understanding of descriptive statistics provides the foundation of interpreting test results. Question a. A student reported to his parents that he had obtained a score of 50% in a mathematics test. List three possible misconceptions that the parents may have made about the performance of the students? i. The 50% is the average and therefore the student is of average ability ii. The 50% is a pass mark and therefore the student has passed iii. The student occupies the middle position and may have defeated about half number of his classmates b. What information would the parents require in order to be able to interpret the student’s test score of 50% correctly? i. The mean ii. The range iii. The median iv. The mode c. What accurate inferences would the parents make using the information stated in [b] above? i. The mean is needed to infer whether the student was above or below the average ii. The range is required to determine how far below or above the average the student was iii. The median is necessary to determine how far the student was in relation to the middle score iv. The mode is needed to determine whether the student was among those who obtained the popular score Types of scores i. Raw score: A student’s raw score on a test is the number of items the student answered correctly. For example, on a 50 item test, a student who correctly answers 37 items out of 50 would have a raw score of 37. ii. Percent correct score: This score is attained by dividing the raw score by the number of items on the test and multiplying by 100. This allows for comparison of performance among different tests. iii. Percentile rank score: This refers to the learner’s performance relative to all the other test takers. When a test result indicates that a student performed at 60th percentile, it means that the student performed better than 60% of the students in the norm sample. Percentile rank scores are easy to understand and interpret. [EPSC 311] 12 iv. Stanines (standard line): Scores that are reported as stanines indicate where students’ performance fall on a scale of 1 to 9. They are a form of standard scores in which 4, 5 and 6 is the average, 2 and 3 is below average , 1 is well below average, 7 and 8 is above average while 9 is well above average. v. Grade equivalent score: A grade equivalent score communicates a level of performance relative to test takers in the same grade. Grade equivalent score is represented as two numbers separated by a decimal. The first number represents a grade in school and the second represents a tenth of a school year or about one month. For example, a grade equivalent of 5.2 represents the expected performance of a student in the second month of the fifth grade. A fourth grade student who receives a grade equivalent of 7.4 means that the score is equivalent to a score of a seventh grade student in the fourth month on the mathematics test modeled for fourth grade students. Reporting test results i. The test papers should be returned to the students as soon as possible because most students are eager to know how they performed. Delay may kill the motivation for the ongoing lesson. ii. To avoid embarrassment, hand the test paper directly to the owner. iii. Do not deal with complaints in class but genuine complain can be considered after class. iv. When making comments about test results, comment on improvement and avoid discouraging remarks such as you are lazy, this is a poor grade etc. v. Test scores should not be reported in isolation. Therefore, the mean, mode, range, median or standard deviations should be included in order to report the score in relation to other test takers. [EPSC 311] 13