MBA 635 Week 6 Discussion

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PowerPoint Presentation for Managing Performance through Training and Development

Adapted by

Alan Saks

University of Toronto

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Chapter 12

Training Programs

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Learning Outcomes

After reading this chapter, you should be able to:

Compare and contrast the different types of training programs

Explain why an organization would provide the various types of training programs

Identify situations in which the various types of training described in the chapter are required by an organization

Explain the potential benefits that an organization can realize by implementing each type of training

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Introduction

Organizations offer many types of training

This chapter describes the major types of programs designed and delivered by organizations today

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Most organizations offer a wide range of training content, except for basic skills training

Training Content in Canadian Organizations

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Basic skills training is offered by only 15 percent of organizations

Types of Training Programs

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Basic skills training is offered by only 15 percent of organizations

Orientation Training

Training programs that introduce new employees to their job, the people they will be working with, and the organization

One of the main methods used by organizations to socialize new employees

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Formal orientation programs are one of the main methods used by organizations to socialize new employees

Most organizations provide some type of orientation including standardized programs designed and conducted by in-house HR practitioners

Content is general in nature and often relates to health and safety, terms and conditions of employment, organizational history and structure, HR policies and procedures

Orientation Training

Benefits of orientation programs:

Socializing employees

Shaping corporate culture

Increasing employees’ speed-to-proficiency

Reducing turnover

Leading to higher customer service performance

Increasing retention

Improving financial performance

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Orientation programs have been found to be a very effective form of training and development for new hires

Essential Skills Training

Essential skills are skills required for work, learning, and life

Literacy is the ability to understand and use printed information in daily activities to achieve one’s goals and develop knowledge and potential

Essential skills training programs provide employees with the essential skills required to perform their job and adapt to workplace change

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The Government of Canada and other agencies identified nine essential skills: reading text, document use, numeracy, writing, oral communication, working with others, continuous learning, thinking skills, and computer use

These are skills required for most occupations and one’s daily life

Literacy is the ability to understand and use printed information in daily activities at home, at work, and in the community

Conference Board of Canada reports that 42 percent of all Canadians aged 16–65 score at the lowest literacy levels and are only semi-literate; only 58 percent can read well enough to meet most day-to-day requirements, and 5 in 10 adults do not have the required level of literacy to succeed in a modern knowledge-based economy

Low literacy levels are estimated to cost the economy $2.5 billion in lost productivity and the Canadian economy $80 billion in lost economic opportunities

Essential Skills Training

Benefits to organizations:

Improvements in productivity, efficiency, and quality

Decrease in absenteeism and workers’ compensation claims

Improvement in cross-cultural communication and morale

Canadian organizations spend very little on essential skills training

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A study of firms in the accommodation and food service sector found that literacy and essential skills training resulted in a net benefits of $577 per participant and an average return on investment of 23 percent

Technical Skills Training

Training in specific job-related skills all employees need to perform their job

For example, a production worker learning how to operate a new piece of production equipment operated by computer technology

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Among manufacturing firms, training for specific job skills is the most frequent type of training provided

Organizations have had to find new ways to stay competitive and to survive by adopting new technologies and the redesign of work arrangements

This has required technical skills upgrading and training

Most apparent in the manufacturing sector, where low-skilled employees have had to become highly skilled to keep their jobs and for organizations to survive

Non-Technical Skills Training

Training in a variety of skills that employees require to work and interact with others such as communication skills, interpersonal skills, and negotiation skills

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Among manufacturing firms, training for specific job skills is the most frequent type of training provided

Organizations have had to find new ways to stay competitive and to survive by adopting new technologies and the redesign of work arrangements

This has required technical skills upgrading and training

Most apparent in the manufacturing sector, where low-skilled employees have had to become highly skilled to keep their jobs and for organizations to survive

Information Technology Training

Training programs that focus on the use of computers and computer systems

Usually involves either introductory computer training programs in which trainees learn about computer hardware and software, or applications training in which trainees are instructed on specific software applications to be used in the organization

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Research demonstrates that technological failures in the workplace are more often the result of training issues rather than technology

IT training involves either introductory computer training programs where trainees learn about computer software and hardware, or applications training in which trainees are instructed on specific software applications

Computer software training (how to use a specific computer software application) increases trainees’ ability to use the system and their motivation to use the software

Computer Software Training

Training that focuses on how to use a specific computer software application

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Research demonstrates that technological failures in the workplace are more often the result of training issues rather than technology

Computer software training (how to use a specific computer software application) increases trainees’ ability to use the system and their motivation to use the software

Health and Safety Training

Training programs that educate employees in safe work methods and practices and how to recognize the chemical and physical hazards in the workplace so that they are prepared and capable of taking corrective action in the event of an incident

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H&S is increasingly a concern in Canadian organizations

The costs of work-related injuries and illnesses are on the rise and present a serious threat to employees and their organizations

Approximately 1,000 workers die every year in Canada at work

Some 300,000 workers suffer an injury serious enough to lose time from work (lost-time injury)

The cost of workplace injuries is estimated to exceed $12 billion a year

The Ministry of Labour in Ontario requires mandatory health and safety awareness training for all workers and supervisors

Health and Safety Training

Workplace Hazardous Materials Information System (WHMIS) is legislation to ensure that workers across Canada are aware of the potential hazards of chemicals in the workplace and are familiar with emergency procedures for the clean-up and disposal of a spill

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Employee training is an important component of WHMIS legislation

Training in WHMIS is designed so employees can identify hazard symbols, read supplier and workplace labels, and read and apply information on the material safety data sheets that outline hazardous ingredients in a product and the procedures for the safe handling of that product

Health and Safety Training

An important component of WHMIS legislation is employee training

WHMIS training is designed so that employees can identify WHMIS hazard symbols, read WHMIS supplier and workplace labels, and read and apply the information on material safety data sheets (MSDS), which outline the hazardous ingredient(s) in a product and the procedures for the safe handling of that product

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H&S is increasingly a concern in Canadian organizations

The costs of work-related injuries and illnesses are on the rise and present a serious threat to employees and their organizations

Approximately 1,000 workers die every year in Canada at work

Some 300,000 workers suffer an injury serious enough to lose time from work (lost-time injury)

The cost of workplace injuries is estimated to exceed $12 billion a year

The Ministry of Labour in Ontario requires mandatory health and safety awareness training for all workers and supervisors

Total Quality Management Training

Total quality management (TQM) is the systematic process of continual improvement of the quality of an organization’s products and services

TQM training involves team training in the use of statistical tools that are used for problem-solving and decision-making processes

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TQM also involves teamwork and a customer focus

Involves team training as well as training in the use of statistical tools used for problem-solving and decision-making processes

T&D is the primary method of reinforcing employee commitment to the consistent delivery of high-quality products and services

Team Training

Team training is designed to improve the functioning and effectiveness of teams in areas such as communication and coordination

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Team training is an attempt to improve a group’s process through the use of interventions targeted at specific areas of the process such as effective communication

Task-work skills are skills required to perform the team’s tasks

Teamwork skills are skills team members need to interact, communicate, and coordinate tasks effectively with other team members

Team training has been found to have a positive impact on cognitive outcomes, affective outcomes, teamwork processes, and performance outcomes

Team Training

Focuses on two types of skills:

Task-work skills: Skills to perform the team’s tasks

Teamwork skills: Skills to interact, communicate, and coordinate tasks effectively with other team members

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Team training is an attempt to improve a group’s process through the use of interventions targeted at specific areas of the process such as effective communication

Task-work skills are skills required to perform the team’s tasks

Teamwork skills are skills team members need to interact, communicate, and coordinate tasks effectively with other team members

Team training has been found to have a positive impact on cognitive outcomes, affective outcomes, teamwork processes, and performance outcomes

Team Training

For example, crew resource management (CRM) training teaches flight crew team members to use all available resources—people, information, equipment

CRM training focuses on critical cognitive and interpersonal skills such as communication, problem solving, and decision making to improve crew coordination and performance

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Team Training

Team training has a positive effect on:

Cognitive outcomes (e.g., declarative knowledge)

Affective outcomes (e.g., trust)

Teamwork processes (e.g., communication)

Performance outcomes (efficiency and effectiveness)

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Sales Training

Training programs designed to upgrade sales professionals’ skills and help them deal with new competitive challenges

At the centre of these training initiatives is an emphasis on “relationship-based” sales training

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Customer service training can be formal or informal

Informal training could involve being paired with the best employees in terms of customer-service behaviour and philosophy

Service employees must have both the ability and motivation to perform effectively

Many organizations with great customer service have a commitment to training

Customer-Service Training

Designed to provide employees with inter-personal and service skills that are required for interacting with customers and for providing quality service

Service employees must have the ability and motivation to perform effectively

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Sexual and Racial Harassment Training

Sexual harassment is unwelcome sexual advances, requests for sexual favours, and verbal or physical conduct of a sexual nature that is a condition of employment, interferes with work performance, or creates a hostile work environment

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The most effective way for organizations to prevent sexual harassment is to develop sexual harassment policies, develop procedures for filing complaints, and provide sexual harassment training

Sexual and Racial Harassment Training

Training programs that are designed to educate employees about sexual and racial harassment and the organization’s policies and procedures regarding sexual and racial harassment

Organizations have a responsibility to create a work environment that is free of sexual and racial harassment and a key part of doing this effectively involves training

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Employees must be educated about sexual harassment and the organization's policies and procedures regarding sexual harassment

Training is especially important because the definition of what constitutes sexual harassment is not always clear or understood

Problems can occur when employees and managers are unaware of sexual harassment policies or didn’t know how to report it and proceed with a complaint

Ethics Training

Training programs that educate employees about the organization’s values and ethical policies and on making ethical decisions

It is important that programs go beyond ethical guidelines and respond to common ethical problems in the workplace

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Employees need to recognize and respond to common ethical problems in the workplace

As a result, employees learn how to recognize and respond to ethical dilemmas

To be most effective, ethical training programs should be mandatory for all employees and include a copy of the organization's code of ethics, a discussion of relevant compliance laws, an ethical decision-making model, resources for help, and role-playing scenarios

Organizations should set standards for ethical behaviour and determine what the training should accomplish

Ethics Training

Ethical training programs should be mandatory for all employees and include a copy of the organization’s code of ethics, a discussion of relevant compliance laws, an ethical decision-making model, resources for help, and role-playing scenarios

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Employees need to recognize and respond to common ethical problems in the workplace

As a result, employees learn how to recognize and respond to ethical dilemmas

Organizations should set standards for ethical behaviour and determine what the training should accomplish

Diversity Training

Diversity training programs focus on differences in values, attitudes, and behaviours of individuals with different backgrounds

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Diversity training programs are intended to:

Increase awareness and understanding of cultural diversity

Improve interaction and communication among employees with different backgrounds and the organization’s customers and clients

Diversity Training Programs

Three main objectives:

Increase awareness about diversity issues

Reduce biases and stereotypes

Change behaviours to those required to work effectively in a diverse workforce

Diversity experts rated training and education programs as one of the best strategies for managing diversity

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Some programs are designed to change people's attitudes by creating an awareness of diversity and an understanding of differences in values and behaviours

Another approach is to change behaviour—emphasizing learning new behaviours that might then lead to changes in attitudes

Diversity Training Programs

Diversity training should focus on:

Increasing awareness of what diversity is and why it is important

Providing skills required to work effectively in a diverse workforce

Providing application strategies to facilitate the use of diversity awareness and skills to improve work performance, interactions, and communication

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Some programs are designed to change people's attitudes by creating an awareness of diversity and an understanding of differences in values and behaviours

Another approach is to change behaviour—emphasizing learning new behaviours that might then lead to changes in attitudes

Cross-Cultural Training

Foreign assignments often result in failure, with the employee returning home early

One way to improve the success rate of overseas assignments is to provide managers and employees with cross-cultural training

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Foreign assignments often result in failure, with the employee returning home early

According to a recent survey, 42 percent of managers fail in overseas assignments and only 58 percent are considered to be successful

Cross-Cultural Training

Training programs that prepare employees for working and living in different cultures and for interactions with persons from different backgrounds

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Foreign assignments often result in failure, with the employee returning home early

According to a recent survey, 42 percent of managers fail in overseas assignments and only 58 percent are considered to be successful

Cross-Cultural Training Methods

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Table 12.3 provides guidelines on how to design a cross-cultural training program

Cross-Cultural Training

A critical factor in the success of cross-cultural training is training rigour

Training rigour is the degree of mental involvement and effort that must be expended by the trainer and the trainee for the trainee to learn the required concepts

Includes length of time spent in training

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Programs with a high degree of rigour include interactive language training, cross-cultural simulations, and field trips

Programs with a moderate degree of training rigour include role plays, cases, and survival-level language

Those with the lowest level of rigour include lectures, films, books, and area briefings

Cross-Cultural Training

The degree of cross-cultural training rigour required by an expatriate for a particular foreign assignment depends on three dimensions:

Cultural toughness: How difficult it is to adjust to a new culture

Communication toughness: The extent to which the expatriate will have to interact with the locals of the host country

Job toughness: How difficult the tasks will be for the expatriate compared to what she is used to doing

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Cultural toughness is how difficult it is to adjust to a new culture—it increases as the difference or distance between one’s own culture and the foreign culture increases

Communication toughness is the extent to which the expatriate will have to interact with the locals of the host country

Job toughness refers to how difficult the tasks will be for the expatriate compared to what she is used to doing

Health and Wellness Training

Programs that educate employees on how to improve their health and lifestyle

In addition to providing healthy food choices in the cafeteria and during meetings, health and wellness programs often include education and training on nutrition and making healthy food choices

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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative

However, only about one-quarter have an integrated and comprehensive strategy

Mental Health Training

Training on how to recognize mental health problems and how to provide assistance and support to those experiencing a mental health problem

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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative

However, only about one-quarter have an integrated and comprehensive strategy

Summary

Described the most common types of training programs provided by organizations

Reviewed the reasons that different types of training programs are required

Discussed the potential benefits of each type of training program

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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative

However, only about one-quarter have an integrated and comprehensive strategy

Key Terms

Computer software training

Crew resource management training

Cross-cultural training

Customer-service training

Diversity training

Essential skills

Essential skills training

Ethics training

Health and safety training

Health and wellness training

Information technology training

Literacy

Mental health training

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Key Terms

Non-technical skills training

Orientation training

Sales training

Sexual harassment

Sexual and racial harassment training

Team training

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Technical skills training

Total quality management (TQM)

Total quality management (TQM) training

Training rigour

Workplace Hazardous Materials Information System (WHMIS)