HR Training Class

A Needs Assessment Justification

Needs assessment for employees can be categorized as an advantage that each firm should have in the retailing sector today. In the competitive industry, it is crucial for the company to only employ employees with full potential in regards to performing their roles appropriately and speedily. In this context, needs assessment is required to assist in spotting the candidates with the highest potential and those that fit the needs of the organization (Armstrong & Armstrong, 2011). One of the primary methods through which a need evaluation might highlight any performance weaknesses is through analyzing the employee’s personal needs. It is this assessment that will be useful in determining the kind of training that every potential applicant's needs and same resources as well as time which would have been wasted by training them inappropriately. An additional strategy through which the assessment would high the existing working weaknesses is by focusing on the company’s performance in general (Armstrong & Armstrong, 2011).

This strategy is essential since it helps the company in figuring out, knowledge, skills, and competence that all the company requires from the employees thus helping the company in only recruiting those that will be beneficial and not affect them in any given way. Occupational assessment mainly deals with spotting the existing performance weaknesses and evaluates how well every employee performs their given role (Armstrong & Armstrong, 2011). This is then utilized in determining the general potential of an individual in regard to performing new and diverse tasks. An additional way through which such weaknesses can be highlighted is through conducting a personalized test. Retail business requires individuals with the potential to relate well with others since it’s all about building relationships. It is not everyone that is capable of working in this industry thus personality aspects are to be evaluated to establish their physical and psychological responsiveness. The industry is particularly demanding and if one is not fully able to cope with the ever-changing demands they are likely to get torn amid pressure.

Customer Service Training Implementation Plan and Training Method

Training is highly essential for a company that seeks to improve its performance and sustains its competitiveness (Kumar, 2011). Training, particularly in the retail sector, is the beginning step for every employee since it seeks to create awareness and familiarity to how activities should be conducted and how such operations represent the firm. There are a number of strategies that can be utilized to train newly hired employees (Armstrong & Armstrong, 2011). This training might include learning different skills such as communication using methods such as presentation, job training, modeling and so on. Customer service training requires a detailed plan that should be followed correctly. This plan should particularly incorporate distinct aspects such as the objective, training budget, procedures and technology to be adopted for the success of the program.

Customer service employees will thus be trained in regard to how they should enhance their working responsibilities. The training will be inclusive of training objective, method and time period for the training. The primary objective of this training is to enlighten all those training for customer service roles on different ways of improving their services to the consumers (Kumar, 2011). In addition, this training is to be conducted by the recurring trainers who are to be chosen from the company or externally. After the training has been completed, a detailed report should be forwarded to the management which can either be written or recorded based on the setting of the session. More importantly, this training will incorporate evaluation of case studies since customer service is more of practicality (Kumar, 2011). This is, therefore, an effective strategy since based on studies employ tends to learn better where there is supporting the defense. For instance, it is encouraged that all clients should be reminded that at times disasters are part of success. But the employees have to understand this concept and this will require the respective trainers to utilize different case studies and real examples of popular individuals and some of the aspects that highlight their success. Lastly, the trainers will be required to establish the period that the training will utilize. This will allow for the planning of the needed budget. The management team will thus, need to create a cost-effective program for the whole training and once decisions arrive at the finance section will approve and made further modification if needed (Kumar, 2011).

Training Method Justification

Job training and case study methods were selected as the primary training strategies because a customer service role is all about practicality and skills (Kumar, 2011). It is not something that can be easily illustrated by literature rather by using more real examples that create awareness on the trainees and also triggers their interest in becoming the best. This approach being a more developed one is useful in ensuring that trainees to ask and relate to workplace-specific examples and questions and acquire guidance (Dhar, 2008). This method is highly effective because it raises the skills of every employee to higher and fresh practicing standards and the capability to cope with changes. This method is more of a practical strategy that seeks to create awareness and enhance the individual’s familiarity. This is by helping the employees to establish their weaknesses and strengths and the most appropriate strategies through which each is to be developed (Kumar, 2011). This also raises the skills and competencies help employees by ensuring that they fully understand what is expected of them and the different strategies through which control is to be achieved.

On the other, a job training and job training were approached were integrated since it helps in integrating all the concepts that were learned during the training (Kumar, 2011). In that, the ideas acquired from the case studies can then be implemented while playing the given roles without fail. This is the case since case studies provide real examples that make it easier for the employees to adjust as well as understand all that is required and adjustments that they can make to fit within the set performance. It is highly established that employees are most likely to acquire new skills during job training where the most suitable and relevant cases are utilized to offer education (Armstrong & Armstrong, 2011).

Ways to Motivate an Employee Who Has No Interest in Attending a Training Class

Motivating and retaining staffs in an organization necessitates effective management strategies and authoritative leadership competencies (Dhar, 2008). Substantial training and effective operating system are highly vital in regard to the company (Dhar, 2008). Employees normally need effective support and training resources for a job to be performed well. This, therefore, means that a compensation plan can be created in a careful manner to make sure that the staffs are encouraged to support in business growth and ensure that the set goals of the company are achieved recognizing efforts and effective communication are also essential. The management and leadership efforts are supposed to establish the success of providing the most suitable surrounding where all employees can be inspired thus remaining loyal to the corporation (Dhar, 2008).

Reward and recognition are one of the primary strategies of encouraging those with no interest to participate in training. Employees are highly motivated to work for the wellness of the company when they understand that the company is focused on rewarding efforts and performance (Dhar, 2008). When employees are eying recognition and compensation that comes with a good performance they will definitely operate beyond the given measures. This acts as a form of motivation when they understand all that the company has promised. In addition, if they see others being rewarded for their efforts they are inspired to work more so that they can attain such heights. It is good to promote those that deserve based on performance which also encourages skills and competence growth due to the existing pressure to be better (Kumar, 2011). In turn, the company will have to enjoy better performance and more motivated employees to fulfill their roles. Recognition generates energy and spreads it across the company uniformly thus creating a more favorable surrounding for people to work in. for most employees compensation is not primary although it plays part in ensuring that they become highly motivated to achieve higher. When one is recognized for their role this tends to have a stronger effect on the employees in general (Kumar, 2011).

Performance management can also encourage employees to attend training if they know that their evaluations will be grounded on performance (Hoffman & Bateson, 2017). In that employees are required to perform well and thus attending training becomes rather compulsory for them because they are in need of growing their abilities and also learning how they can overcome their weaknesses in general (Hoffman & Bateson, 2017). Employees tend to perform better when they understand that they are being watched and their career growth depends on it. They will, therefore, begin to view training as a necessity to increase their familiarity with all that they do as well as a platform where more knowledge can be acquired and their weaknesses overcome. In addition, employees can be trained on the significance of training in general. In that most are not interested because they believe that it is like other programs which waste their time and energy.  The lack of knowledge is likely to encourage such perception and by setting standards then employees will be highly motivated to participate (Hoffman & Bateson, 2017).

Survey

Please indicate your:

Gender

Male                 Female

Position in the organization

• Manager
• Supervisor
• Employee

1. In general, what is your rating of the training session?

• Poor
• Average
• Good
• Excellent

2. Please rate the trainers under the following aspects (Poor, Average, Good, and Excellent)
3. Did the trainer have adequate knowledge of the subject?
4. Was the trainer engaging?
5. Did the trainer address all the questions?
6. Was the trainer fully prepared for the session?
7. Based on your experience acquired from the training will you attend future training session?

• Yes
• No

4. Suggestions on what should be improved in future training sessions?
5. Further comments

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

References

Armstrong, M., & Armstrong, M. (2011). Armstrong's Handbook of Strategic Human Resource Management. London: Kogan Page.

Dhar, R. L. (2008). Strategic human resource management. New Delhi, India: Excel Books.

Hoffman, K. D., & Bateson, J. E. G. (2017). Services marketing: Concepts, strategies, & cases.

Kumar, R. (2011). Human resource management: Strategic analysis text and cases. New Dehli: I.K. International.