Research Paper: Training Programs for Employees

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Training Programs for Employees

As the globe has penetrated into the epoch of twenty-first century, it has transformed almost every facet of life that even includes the world of commerce. As an outcome of it, the business community has converted in a more competitive platform. This evidently exhibits the fact that challenges are being confronted by more or less every organization regardless of its size, and that too at an unprecedented rate. Due to this reason, the need for an efficient as well as effective work environment has become a fundamental necessity in order to sustain not only the position in the market place but to generate profits as well (Daly, 2011).

Considering this aspect of business, the human resources have always played a pivotal role for the success or failure of the organization, and hence, are considerably the most significant asset for an organization. However, to make the human resource more effective and proficient, it is imperative to have an employee management system that can particularly focus on various critical aspects such as employee motivation, employee trainings, and so forth (Daly, 2011).

Use of Need Assessment for Training Sessions for Employees

Employee motivation in the today's time has become a challenging task for the organizations for which organizations hire professional and proficient personnel that can cater vast arenas to motivate the employees. In this regard, HR Training and Development personnel is the key responsible workforce that performs the jobs duties such as need analysis, development of training methods and feedbacks surveys in association with the departmental heads with the core purpose of skills enhancement of the employees.

Organizations on timely basis ought to organize training programs for its employees so that it can not only benefit the organization but also improve the skills and abilities of the employees. However, before the employees can undergo a training course, the initial and principal step is to have the need assessment.

The need assessment is performed with the primary aim to expose the performance deficiencies of the employees, as it measures the gap between the required performances vs. The current performance of the employee. Several assessment methods are present that can bring the performance deficiencies of the employees to surface with the fact that they are required to undergo a training program in order to remain competitive on the current job position. Amongst the various gap analysis methods SWOT analysis of individual employees, 360 Degree Evaluation, Graphic Scale, Checklist Evaluation method, Critical Incident method and Management by Objectives method (MBO) are few to mention (Dessler & Phillips, 2007). These have been observed as few fruitful assessment ways to determine the performance deficiencies.

Training Implementation Plan for Employees

Training is considerably one of the most difficult tasks for an organization, because, if even a small step or a small action goes wrong, the entire training program would be counted as a failure. Therefore, the entire process of training is very crucial to perform. However, training implementation plan is usually a four step plan:

1. Need assessment

2. Designing of the training program

3. Implementation

4. Evaluation (feedback)

The designing of the training program needs to pay attention to various aspects in order to successfully perform the training. Taking into account the customer service training, the training instructor should have the practical administrative arrangements, in which he/she should prepare training materials along with activities prior to the training sessions. In fact, the trainer should also have a good physical set-up, as it proves to be a successful for the training program. This clearly exhibits the fact that training rooms should not be either very big or very small, as it might make the trainee uncomfortable and for a customer service training, this aspect plays a very important role.

In order to have successful implementation of the training program, it is imperative for the training constructor to review the agenda and the objectives of the training program. This develops a level of interest and helps the employees be cognizant concerning what they would be trained about. Moreover, it would result in employees' attentiveness and activeness during the training.

Since customer service training is all about handling and managing customers, thus, the trainer should establish good rapport with the participants when carrying out the training program. They can do so by greeting participants to give them a moment of ease or by calling them from their first names or by encouraging informal conversation and so on. Building the rapport with the employees during the training would enable the trainees to implement the same practice when dealing with clients at the customer service desks.

Selection of Training Method

Considering the training methods that would be suitable for the enhancement of employee customer service skills, discussions, case study and role play are the appropriate means of training according to a personal opinion. These methods have been selected keeping in view the need areas where the skills of the employees are lacking. Since customer service skills is a broad area therefore, the training should be based on multiple methods, so as to make it more meaningful and productive for the employees.

The discussion method in the training program is selected due to the fact that it makes the training course more of a two-way communication approach. In comparison to the presentation style, it is more effective for the reason that the training instructor would not simply create boredom in the class by only explaining the facts from the presentation. Furthermore, the discussion method also provides an opportunity to the employees to present their ideas and have positive conversation over it, so that everybody can learn from other's experiences.

Secondly, the method of case study is also an effective approach by the training instructor to augment the customer service skills. This is predominantly due to the reason that case study provides with the best practices that the employees can utilize in the real world scenarios. Moreover, the mistakes that have been repeated in the past are another highlighting aspect of this method from which the employees can learn and avoid such blunders in future.

The third technique for customer service training is the role play. The technique of role play enables the employees to have actual scenario practice. Since customer service is all about correct and appropriate gestures, postures, way of communication, greeting and so on; hence, this method proves to be an effective one, as it allows the employees to practice how to have conservation with the customers at the customer service desk. Moreover, the role play also facilitates the employees how to handle and respond to the complex issues of the customers, which would enable them to have better relationships with the customers.

Motivation Ways for Employees to attend the Training Class

Since the key component to understand is the mindset of the employees and keep them motivated at all times in order to retain their loyalty with the company and to get maximum advantage from their expertise for the benefit of the organization. Therefore, training and development is one of the most effective and efficient way that can help the employees to enhance their skills and continue to grow on a broad spectrum. In addition, training and development is also a fruitful aspect that facilitates in employee motivation to provide maximum output with proficiency. Unfortunately, reluctance in attending training class is the most common element that is observed amongst many employees. However, this can be resolved with various options.

One of the means that prove to be effective is motivating employees to attend the training sessions is to offer incentives to the employees upon successful completion of the training programs. Incentives or some type of benefits are considerably the most fundamental means of motivation. Since the training programs are designed with an intention to benefit the company as well as the employee, therefore, small incentives such as an extra day off or some raise like bonus would definitely make an impact on the attendance of the employees for the training classes.

Another significant reason that has been noticed amongst the employees for not showing interest in attending the training class is the attitude problem. To better resolve and deal with this issue, the managers should have individual assessments in order to identify the reasons of demotivation or the barriers or the fear factors of non-participation in the training. By doing so, the manager or the team leader would be in a better position to elucidate the value, worth and significance of the training sessions. In fact, by emphasizing on the win-win situations, the team leaders would be able to motivate the employees to attend the training class.

Survey to Collect Feedback from Employees who attended Trainings

Feedback after the training program is one of the pivotal steps that should not be ignored or overlooked by the organization. Survey to collect the feedback on the training aids the organization to identify the effectiveness of the training sessions that were conducted for the employee's better performance and enhancement of… [END OF PREVIEW]

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