Assignment 4: HR Training Class
Dr. Latrice L Love
HRM 530 – Strategic Human Resource Management
Customers’ satisfaction is a key factor that promotes the success of any business. The performance of any company is determined by the employee’s individual performance. However, the interactive communication between the customers and employees is associated with its own significance (Sirianni et al ,2013). This implies that regularly monitoring the relationships between the inputs of the employees and associated outcomes is crucial determinant for the success of the company. The effectiveness of the employees can be achieved through training offered by the management. Prior to the implementation of a training program there is a necessity to conduct need’s assessment. The implementation of needs assessments guilds and assists the training process to identify the needs and gaps that the employees are required to improve.
Needs assessments are significant because it exposes all the performances deficiencies that existed due to the gaps in the prevailing conditions that both the retail company and its employees encounter. It determines the desired needs of the organization and employees. The first need assessment can examine the needs of individual candidates and reveal prevailing performances deficiencies. Assessing the needs of individuals will offer guidance to the company on the needs of training which it should induct the potential employee. The company is provided with the right knowledge on deciding what the particular employee should undergo during their training. It eliminates the cases of time consumption and wastage since the company trains the right employees focusing on their needs.
The second way in which prevailing performance deficiencies could be is exposed is the implementation of occupational needs assessment. Occupational assessment focuses on the capabilities of the employees and the level of skills that they possess. Assessing the company on occupational perspectives helps in highlighting the existing disparities in targeted occupational groups. The assessment can also be used to rate the abilities of employees to perform a given task. Consequently, such an assessment will offer knowledge that determines the potential of an employee to perform a new task.
The third way of revealing performances deficiencies is conducting a need assessment on the company’s policies and regulation that significantly influence its performance. An assessment could highlight the discrepancies in the procedures of administering work. It assists the company in identifying the existing practices which act as barriers of the company’s effective performance. The fourth way of exposing deficiencies in performances is through conducting a need assessment on personality test of the individual employees. Different people work in different industries and produce varying performance. Employees work best in different occupations. Thus, the needs assessment test identifies the most suitable employees to work on the specified retail industry. The final way of identifying existing performance deficiencies would be conduction a critical study on the employees’ mental status and their ability to apply cognitive skills. The normal set up of a retail industry entails high interaction with customers which could be disturbing to some employees. According to Palmer (2010) different customers have different personalities some could kind others could be arrogant and stubborn when bargaining. Therefore, an employee is required to withstand such hectic and stressful situations.
Before developing a training program there are key things that the program needs to meet. The program objectives may incorporate creating awareness and availing knowledge on the product (Kim, 2011). The potential new employees are required to be educated about all the products that the company has. To accomplish education on product knowledge they should teach on product’s end use and its design. They should also teach them the weaknesses and competitive strengths of the product in the market. They should also teach on policies on sales returns, customer credits, After-sales service, incentives, and warranties. They should demonstrate to the employees the usefulness of the product. Besides, products knowledge the training program should educate on company and product image building which contributes to customer relations. The training program should be modeled to train business communication and interpersonal skills.
Implementation plan for the training program
The first session engages the employee to a special orientation program. The conference rooms for the gathering of the new and potential employees will be provided by the human resource department. In this segment, the presentation will be the method employed for the introduction of the training program. The head manager of the retail manager will be required to welcome the potential employees. He or she will be required to address the potential employees on the company’s regulations and policies. He or she is also required to elaborate on the company’s missions and visions while elaborating on the significance of effective customer relations and services.
The second segment involves detailed activities. Therefore the training course outline requires it to be conducted on the second day and probably for the next three days. In this segment, the Human Resource department will be expected to liaise with managers in various departments such as sales marketing and brand marketing to enhance employees’ education on detailed information regarding the product. This will be a refreshing opportunity offered to potential employees to remind themselves what they learned in segment one.
The managers will be required to spend the better part of the day, around five hours educating the class on every aspect of the product and the approach of the product to the market as required by the objectives of the program. The exercise offers a proper education and sound training to the new class of the potential employees regarding the brands that the retail company offers. This program will require the adoption of the outline methods and adhering to them to enhance and maximize the quality of training. The following are the methods followed for implementation of the training program.
Presentation method will be used for enhancing extensive delivery of company’s information on products and branding. The managers assigned to trainers’ positions will employ presentation tools such as audio-visual aids and multimedia tools. For an effective presentation, the trainers will be using different types of demonstration such as physical movements and computer simulation methods.
Another method used will be the discussion forums to achieve result-oriented and effective training program. The trainers will be highly encouraged to use and focus on the discussion methods. This will assist in engaging the potential employees in an interactive activity where they will be required to ask and respond to questions from the trainers and the fellow trainees. In reinforcing learning activities, the training program will employ the use of a case study where the trainees will be required to do analyses. The trainers will guide trainees on the assessing and analyzing the given case study to make reasonable arguments and deductions.
This segment involves the activities that allow trainers to offer more knowledge on the company’s goals and values. This segment will be required to take around five hours of the day and give the new employees a break for rest until the next day. The trainers will be required discussion and presentation methods. These training methods will ensure image building and customer relations are well taught regarding the company and products respectively. The new employees will be expected to understand and appreciate the roles played by branding image and product to influence and satisfy customers.
This segment will take place on the last day where activities of effective business communications will be implemented. Simulation and modeling methods will be used to illustrate the practice of interpersonal skills. The training program will offer business communication strategies to elaborate on customer service needs. The program will rely on demonstration of voice communication with the use of a telephone to train the potential employees how to approach customers with etiquette.
I preferred to use modeling in my training program approach because it exposes the new employees to the practicability of the customer service. It supplements the skills taught in theory sessions. It exposes the potential employees to real life experiences. I preferred to use presentation methods to assist in delivering the theory part of training. The presentation helps the trainers to offer basics of the main activity. The use of the case study is crucial as it is used to help the trainees develop reasoning and analyzing skills over the real-life situations. The case study helps the trainees understand different personalities of customers and behavior of the products in the market. Case studies are used as instruments that assess how we apply the knowledge we already have to understand the situation at hand. (Hancock and Algozzine, 2016). I employed discussions methods because they help the trainers and trainees to create a free environment and interact. Discussions boost communication process where both parties can ask and answer questions. I preferred used simulation methods because they help in providing information that could be used in future for predictions. Simulations also help in modeling and illustrating a situation or activity to allow further comprehension of the concept.
One of the ways to motivate reluctant employees to attend a training program is to lure them through incentives. Incentives could be offered in different ways such as compensation of transport fees, remuneration for attendance, guarantee to maintain time and offering certificates for attending. Such incentives will attract more reluctant employees to turn up for the program.
Another way to motivate reluctant employees is to offer an award for the best overall participant. This will award will act as a motivation and a reminder to reluctant employees that this will not just be like normal training. To make the award appealing, the company can promise the employees that whoever participates wholeheartedly and gets the award will enjoy a twenty percent bonus of his salary in two months.
1. Please rate our training program using these aspects
2. From your own perception, how would rate the trainers?
Poor, Fair, Good, Excellent
3. Use these descriptions to rate the following questions.
Poor, Fair, Good, Excellent
Did the training sessions keep time?
How were the presentations and modeling done?
How would you rate the new skills that were introduced?
4. In the following questions respond with one of the following
Strongly disagree, Disagree, Strongly Agree, Agree
I have understood the company’s customer relation services
I have enough knowledge of products of this company
The skills taught have prepared me to start working as a customer service agent.
5. In future, what is your probability to attend another customer service training program in this company?
Will not attend
6. Comment on the aspects and activities that impressed you much.
7. Comment on the aspects and activities of our training program that you did not like.
8. Kindly add additional comments on the areas that you feel need to be improved
Hancock, D. R., & Algozzine, B. (2016). Doing case study research: A practical guide for beginning researchers. Teachers College Press.
Kim, H. J. (2011). Service orientation, service quality, customer satisfaction, and customer loyalty: Testing a structural model. Journal of Hospitality Marketing & Management, 20(6), 619-637.
Palmer, A. (2010). Customer experience management: a critical review of an emerging idea. Journal of Services marketing, 24(3), 196-208.
Sirianni, N. J., Bitner, M. J., Brown, S. W., & Mandel, N. (2013). Branded service encounters: Strategically aligning employee behavior with the brand positioning. Journal of Marketing, 77(6), 108-123.