Strayer University HRM530, Assignment 4

Running head: HR TRAINING CLASS 1

HR TRAINING CLASS 2

HR Training Class

xxxxx xxxxx

Dr. XXXXXX

HRM 530

August 24, 2014

Introduction

The paper will justify the use of a needs assessment of a company’s proposed employee customer service training, and the practices of HRM such as performance management. HRM empowering employees can also extend to innovation and less stress. This paper will elaborate on stressing the five (5) ways in which such an assessment would expose any existing performance deficiencies. From my perspective, successful organizations treat all their workers as knowledge workers and provide proper training informing them about company expectations during the new hired employee’s orientation. Let employees know how well the company is performing, and they invite ideas about how the organization can do better working as a team. Thus, upper management creates new employee customer orientation for all new employees and training development for the purpose of customer service training and an implementation plan to determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training). Lastly, this paper elaborates on the selection of the training method, the way to encourage or motivate an employee that have no interest in training, and setting up a meeting to collect feedback from an employee who has attended training.

Needs Assessment

Every company needs an assessment to help address any gaps or needs between present conditions and preferred ones. By creating an assessment, it identifies where employees and companies need to improve by listening to what the employees have to say and give their opinion. It’s also very important in a training session to listen to what employees say or ideas, because it helps improve their performances as well as relationships with management. By having a needs assessment with employee customer service training, employee’s performance deficiencies will be exposed. There are many ways in which an assessment would expose any existing performance deficiencies, such as observation, interviews, questionnaires, studying job descriptions and difficulty analysis (Stewart G.L. & Brown, K.G., 2012). First, with observation, this gives the trainer first hand data on employee’s strengths and weaknesses without affecting their productivity. Secondly, with interviewing, the trainer will be able to gauge the employee’s options and perceptions but allowing them to address their own performances while asking in depth questions about performances. Third, with the questionnaires, this option will help give a bigger picture of the environment as respondents will be asked identical questions; data collected will help identify challenges in performances after being analyzed in a quantitative way. Fourth, studying job descriptions, this will help enacting a thorough training and supervision on the trainers as the employees will be aware of their responsibilities and what is expected of them. Lastly, the difficulty analysis will help managers identify what job duties are causing the employees problems and determine what training is needed in the particular area in order to better boost performance.

Customer Service Training Implementation Plan

To train customer service employees, there has to be a well laid out plan. The plan will need to cover such aspects as the goal of the training, the trainers, the duration of training, the method of training, the budget for the training process and the technology that subsequently needed for a successful training session. Per the HR training class title, the customer service employees will be trained on how to improve their job duties. The training implementation will consist of goal training, trainers, methods used to train and the time of duration of the training. First, the goal of training is to educate all training customer service representatives on ways to better serve the customer, secondly, the training will be conducted by seasonal experience trainers who will be either from the company or hired from outside. Once the training is completed, a thorough report will be conveyed to the management team, either by voice or report on how well the session was accepted. Third, the method of training will consist of on job training and case studies. This is the most effective way because it has been proved that employees listen to what is practically justifiable. For example, customers are reminded that failure is a part of success; however, for employees to believe this, trainers will need to incorporate case studies and examples on famous individuals who have failed and then bounced back with a successful story. Lastly, the trainers will need to determine how long the duration of the training will be, therefore, during the implementation training process, an estimated time and budget will need to be proposed. The company’s management team, Human Resource Department and trainers will need to propose a cost effective training budget and once agreed, the finance department will approve and incorporate into the budget.

Selected Training Method

I selected on the job training and case studies as my two training methods and the primary training method would be on the job training. I selected this as my primary training method because it has advantages over the other methods. This method gives an employee a chance to ask workplace specific questions and get pioneering guidance (Rothwell and Kazanas, 2004). It also raises employee’s skills as new standards and practices emerge as changes occur as job duties change. However, I included the case study training method because it internalizes the concepts passed on during job training. According to Wilson (2005), company psychologists have proved that employees tend to listen and believe to what is practically justifiable. When training, employees need to hear what others have done in order for them to accept the concepts of training, for example, as mentioned earlier, employees may be reminded that failure is a big part of success. Therefore, the training method of case studies will give the employees an idea of, in order to be successful; you will have setbacks in the process.

Employee Motivation

There are numerous ways to motivate employees to attend a training class but my two motivational ways I chose are; offering incentives and cross training opportunities after the training is completed. For me, I find that attending training class is boring because, the sessions are based on information that’s already been relayed to us, therefore, I choose not to go but I will explain why the two motivators I chose is beneficial to the employee and employer. First, offering incentives such as monetary increases, extra vacation days or additional hours of personal time would attract more employees to attend the training class and motivate them to perform to the best of their ability, therefore, when incentives for employees are facilitated, an instant level of enthusiastic peaks from employees to attending training class. Secondly, allowing employees to cross training on duties within the company that they are unfamiliar with, would spark them to attend the training class as well. Allowing employees the opportunity to advance their knowledge within the company will motivate them to attend the training, which consecutively makes them more valuable to the company. Therefore, managers should encourage cross training after a class because it breaks the monotony and employees are able to switch up at any given time and do another job when needed. Also, with cross training, employees will have the opportunity to trade jobs periodically which makes a good business strategy because it a proactive way to keep the company running smoothing. The motivators I chose are just two out of the many ways that helps generate fulfilling work attitudes from employees.

Survey Development

The survey below will be used to collect feedback from employees attending the training. This survey will seek the interest how to collect feedback from employees on whether the training was beneficial, how the training once learned will be put into practice, whether more training is needed in customer service and the challenges they expect face while serving the customers on a day to day basis (Montana and Charnov, 2002). Also, this survey will focus on the aspects s age, job position and employee opinions regarding the training class. Lastly, the survey will consist of two sections; the first section pertains to collecting information regarding the data of participants and the second section pertains to collecting information about the participant’s feedback towards training.

Survey

Section One

1. Indicate your sex

⃝ Male

⃝ Female

2. Indicate your position in the company

⃝ Employee

⃝ Senior Employee

⃝ Manager

⃝ Senior Manager

3. Marital Status

⃝ Single

⃝ Married

Section Two

Please indicate your view by checking the column of the items listed below:

	Strongly Agree	Agree	Neutral	Disagree	Strongly Disagree
1. The training fulfilled by expectations.
2. Will you be able to utilize the training?
3. Topics were identified and adhered to.
4. Content thought out and easily followed.
5. Materials relevant and handy.
6. The trainer was well informed.
7. The value of instructions was good.
8. Trainer achieved the training objectives.
9. Discussion and interaction encouraged.
10. Ample time for questions/discussion.

Section Three

Good Average Poor Very Poor

11. What is your overall rating? ⃝ ⃝ ⃝ ⃝

12. Suggestion on what needs to be improved.

13. Additional Comments.

References

Montana, P. J. & Charnov, B. H. (2002). Training and Development Management. Barron’s

Educational Series, pg. 225. ISBN 0-7641-1276-7

Rothwell, W.J. & Kazanas, H.C. (2004). The Strategic Development of Talent. Human Resource

Development Press, pg. 4. ISBN 0-87425-752-2.

Stewart G.L. & Brown, K.G. (2012). Human Resource Management. Linking Strategy to

Practice. (2nd ed.).

Wilson, J. P. (2005). Human Resource Management: Learning and Training for Individuals and

Organizations.