员工培训outcome3.docx
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员工培训outcome3
Outcome3oftraininganddevelopingtheworkforce:
anintroduction
095414427
AotianSong
Business2
Preamble
Companycanbeabletodomuchofthetrainingitself--atasignificantcostintime,ofcourse.Theexperiencedemployeesarealsogoodsourcesoftraining,eitheronthejoborinmoreformal,off-sitesessionsheldinlunchroomsorclassrooms.Companyalsocansavetime--butnotmoney--ifithiresthird-partytrainerstoconductclassroomsessions.Inexpensive,easilyrepeatedtrainingcanbefoundinvideo-basedcourses,computer-assistedinstruction,andWeb-basedtraining.
Arationaleprogramshouldincludereferencetolearningtheory.ThatshouldtakeaccountofKolb’sLearningCycleanddifferinglearningstyleswhendesigningthetrainingprogramme.
Kolb'slearningtheorysetsoutfourdistinctlearningstyles(orpreferences),whicharebasedonafour-stagelearningcycle.(whichmightalsobeinterpretedasa'trainingcycle').InthisrespectKolb'smodelisparticularlyelegant,sinceitoffersbothawaytounderstandindividualpeople'sdifferentlearningstyles,andalsoanexplanationofacycleofexperientiallearningthatappliestousall.
Kolbincludesthis'cycleoflearning'asacentralprinciplehisexperientiallearningtheory,typicallyexpressedasfour-stagecycleoflearning,inwhich'immediateorconcreteexperiences'provideabasisfor'observationsandreflections'.These'observationsandreflections'areassimilatedanddistilledinto'abstractconcepts'producingnewimplicationsforactionwhichcanbe'activelytested'inturncreatingnewexperiences.
Kolbsaysthatideally(andbyinferencenotalways)thisprocessrepresentsalearningcycleorspiralwherethelearner'touchesallthebases',ie.,acycleofexperiencing,reflecting,thinking,andacting.Immediateorconcreteexperiencesleadtoobservationsandreflections.Thesereflectionsarethenassimilated(absorbedandtranslated)intoabstractconceptswithimplicationsforaction,whichthepersoncanactivelytestandexperimentwith,whichinturnenablethecreationofnewexperiences.
Whatevertrainingmodegowith,herearekeystodevelopingagoodtrainingprogramme:
●Itshouldmakesuretheobjectives;atrainingobjectiveisastatementthatclearly
defineswhatthetraineewillbeabletodoasaresultofthetraining.
●Formulatingwhattraineeshouldlearn.Thecontentshouldbeasspecificas
Possible.("IwantmyeveningshiftworkerstobeabletouseMicrosoftExceltoupdatetheday'ssalesfigures.")Assessyouremployees'currentskilllevels.Evaluatethegapbetweenwhereyouwanttobeandwhereyouare.Usethebestmethodtoconducttrainees.Selectoneofthetrainingmodesdescribedabove,basedonyourtimeandfinancialbudget.Donotforgettobudgetfordowntimeandlostproductionwhileclassisinsession.Designatrainingprogram.Itshouldcallforimpartinginformationtotrainees,givingthemtimetoabsorbandtryouttheirlessons,providingexpertfeedback,andgivingthemachancetobecreative.
Introduction
DuetorapidexpansionofA.G.BellCompany,thecompanyshouldexpanditsworkforcetomeetthechange.ThisarticleisgoingtodesignatrainingprogrammefortheHRmanagerswithinA.G.Bell.Iwoulddesignitfromsomeaspectslikethecontentofthetrainingprogrammedesigned,varietyofdeliverymethod,courseobjectives,sessionobjectives,sessiontimetableandsoon.
TrainingCourseDesign
Thistrainingprogramme,thetopicisentitled“HowtoConductaSelectionInterview”.Thetrainingcoursewillbeaimedatinterviewingpeoplefortelephonecustomerserviceroles.
Preparingfortheinterview
Trainersneedsaccesstomoredetailedandsturdyprescriptionsforunderstandingperformanceproblems.Theworthytrainerorperformancetechnologistoreducationspecialistwantstodoafrontendanalysis.Whatquestiondoesheorsheask?
Whatdataissought?
Whatcriticalincidentsaregathered?
Whatsourcesareconsulted?
Howissubjectmatterselected?
Ignored?
Inwhatorderarethosenobleanalysesconducted?
Mayanybeomitted?
Howdoyouknowwhenyou’refinishedandcanreportyourresultsorstarttodeveloptraining?
Thesecouldsummarizedtothreefactors:
Attitudes/behaviors,skillsandknowledge.
Attitude/behaviors:
theHRmanagersofA.G.BellCompanyshouldexpressempathytointervieweesandbeconfidentwhichcanmaketheinterviewefficient.
Skills:
managersshouldgraspthequestioningtechniqueswhichprefertotheinterviewercouldhaveasenseofcomprehendtotheintervieweewhetherhe/shefitsthejob.What’smore,theyshouldlistentotheinterviewees’answerandideaseriouslyandtakelegiblenoteswhichcouldaccuratelyreflectthecontentoftheinterview.
Knowledge:
duetotheaimofinterviewingpeoplefortelephonecustomerserviceroles,themanagersshoulddetailedintroducetheinformationofthejobandbackgroundofA.G.BellLtd.policyonequalityofopportunityandrecruitmentisalsoneeded.Atlast,managersmustbeabletoapplythecurrentlegislativeframeworkforrecruitmentandselectiontothecontextofinterviewing.
Conductingtheinterview
Toconductaninterviewsomemethodswereusedtoanalyzeintervieweesfromeachaspects.Therearequestioning,listeningandobservingtechniques.
Questioning:
Questioningisthemostcommontechniquebeingusedininterviewsbymanagers.Askingtherightquestionscouldmakethecommunicationbetweenmanagersandintervieweesefficientwhichcouldgraspmorecoreideasandbuiltastrongrelationshipinordertoimprovetheinteraction.
Listening:
Expressingourwants,feelings,thoughtsandopinionsclearlyandeffectivelyisonlyhalfofthecommunicationprocessneededforinterpersonaleffectiveness.Theotherhalfislisteningandunderstandingwhatotherscommunicatetous.Whenapersondecidestocommunicatewithanotherperson,he/shedoessotofulfillaneed.Effectivecommunicationexistsbetweentwopeoplewhenthereceiverinterpretsandunderstandstheinterviewee'sideainthesamewaytheintervieweeintendedit.ManagersofA.G.Bellshouldlisteningseriouslywhichcouldbuiltconfidentintheinterviewsituation,furtherdevelopingthecapacityofmanagestaffandeliminateconflict.
Advantagesanddisadvantagesofinterview
Themainadvantageofinterviewsisthattheresearcher(interviewer)canadaptthequestionsasnecessary,clarifydoubtandensurethattheresponsesareproperlyunderstood,byrepeatingorrephrasingthequestions.Theresearcher/interviewercanalsopickupnonverbalcuesfromtherespondent.Anydiscomfort,stressandproblemsthattherespondentexperiencescanbedetectedthroughfrowns,nervoustapingandotherbodylanguage,unconsciouslyexhibitedbyanyperson.
Thiswouldbeimpossibletodetectinatelephoneinterview.Soface-to-facehelpstheintervieweetogetthedesiredresultsandhelpthemtheexpressionofthepersontowhomtheyareinterviewing.Byreadingthefacialexpressionoftherespondenttheinterviewercaneasilyunderstandwhattherespondentwanttotellthemaboutanything.
Themaindisadvantagesofface-to-faceinterviewsarethegeographicallylimitationstheymayimposeonthesurveysandthevastresourcesneededifsuchsurveysneedtobedonenationallyorinternationally.Thecostsoftraininginterviewerstominimizeinterviewer'sbiasesforexampledifferencesinquestioningmethods,interpretationofresponsearealsohigh.Anotherdrawbackisthatrespondentsmightfeeluneasyabouttheanonymityoftheirresponseswhentheyinteractfacetofaceinterviews.
Discriminationandhowtoavoidit
Employmentdiscriminationreferstodisablingcertainpeopletoapplyandreceivejobsbasedontheirrace,age,gender,religion,sexualorientationanddisability.InrelationshiptoSociology,employmentdiscriminationusuallyrelatestowhateventsarehappeninginsocietyatthetime.Forexample,itwouldseemludicroustohireanAfricanAmericanmaleandabsolutelyunheardoftohireanAfricanAmericanwomanover50yearsago.However,inoursocietytoday,itistheabsolutenormtohireanyqualifiedperson;especiallyseeingthatourpresidentisblack.Employmentdiscriminationhasdecreasedtremendouslyfrompreviousyears.Thisisduetolawsthatprohibitemploymentdiscrimination.Inoursocietytoday,everyoneisorderedtotreatalldifferenttypesofpeopleequallyandgrantthemthesameopportunities.Ifapersonhiringotherbreakstheserules,theycanbesuedforhatecrimes.
Inordertoavoidthese,mangersofA.G.Bellshouldnotjudgetheintervieweejustfromobservetheirrace,age,gender,religionandsoonbutevaluatetheinformationreflecttheinterviewee’scharacterandideaswhichfromtheconversation.
Thesecond,ifthereareanypoliciesinexpandingworkforceaimedatinterviewingpeoplefortelephonecustomerserviceroleslikethelimitationofageorsexmustproclaimingbeforetheinterviewbeginwhichcouldeliminatetheunnecessaryconflict.
Thethird,managersshouldavoidappearillegalquestionsinthepartofpreparingtheinterview.Likequestionsrelatedtophysicaldisabilitiesorhandicaps,relatedtohealthormedicalhistoryandsoonarenotallowedwhichmaycausediscrimination.
Produceatrainingsessionplan
Overallcourseobjectives:
ThetrainingprogrammeisdesignedforHRmanagerswhoaimedtointerviewingpeoplefortelephonecustomerserviceroles.Afterthecourse,itachievedtheobjectiveofholdinganinterviewinacorrectandappropriateway.
Avarietyofdeliverymethods
Therearevarietiesofdeliverymethodslike:
LectureMethod.Thelectureisbestusedforcreatingageneralunderstandingofatopic.Severalvariationsinthelecture