MBG 331 Program Design – Individual Training Program Project


  


Table of contents


 


 


 TOC \o “1-3″ \h \z \u Executive Summary. 1


Recommendation. 2


Introduction. 3


Training Needs. 4


Methods of Instruction. 5


On the Job Learning Activities. PAGEREF _Toc195241568 \h 6


Off-the-Job Learning Activities. 7


Training Methods. 9


Learning principles. PAGEREF _Toc195241569 \h 11


Evaluation of the Training Session. PAGEREF _Toc195241569 \h 14


Criticisms of Kirkpatrick’s Model PAGEREF _Toc195241569 \h 15


Training Evaluations: Methods to be used. PAGEREF _Toc195241569 \h 16


Evaluating the Training Initiative. PAGEREF _Toc195241569 \h 18


Conclusion. PAGEREF _Toc195241569 \h 19


References. 20


Appendix. PAGEREF _Toc195241569 \h 22



 

Executive Summary


This report outlines the training program for Brumby’s (The Pines) Bakery and their employees. This will provide key facts of the report related to the training needs, methods of instruction, on the job learning activities, off the job learning activities, seminars that can be attended, training methods, games and exercises, learning principles and evaluation of the training and training methods that have been considered. In order to meet the company’s goals and objectives and in order to ensure that customer service is of the highest level, it has been decided that the employees undergo training. A questionnaire was sent to the trainees after the training program to get feedback on how they feel about the program.


 


Recommendations


As can be seen from the analysis of the report, every aspect of the employees skills need to be improved especially in the communication and ability to sell products area. The organization should consider implementing the following strategies to rectify the current situation. These strategies include:



  • Job enrichment activities

  • Customer service & Communication skills

  • Product- knowledge

  • Organizational Health and Safety Knowledge


 


Applying these recommendations we can then apply them differently to the employees whether class room, demonstrations or case studies or any other effective methods are of the best and effective use of helping an employee improve their skills in the workplace.


 


Introduction


            Through the training needs evaluation, it has been found that the employees of Brumby’s (The Pines) Bakery are lacking in customer service skills and communication skills. The employees and the management also both agreed that the employees need to have a deep knowledge of the company’s products and be educated on health and safety in the workplace. Employee training is seen as a critical part of human resource management that aims to enable the company’s employees to efficiently fulfill their tasks and prepares them to handle future responsibilities. Employee training as beneficial to both the company and the employees.


 


Benefits for the Organization


            Learning and Training has many benefits for the organization. Learning and training:



  • Leads to improved profitability and/or more positive attitudes toward profit orientation

  • Improves the job knowledge and skills at all levels of the organization

  • Improves the morale of the workforce

  • Helps the employees identify with organizational goals (Sims 1990)


Benefits for Individual Employees


            The employees who participate in training programs also benefit from it. Learning and training:



  • Helps individual in making better decisions and effective problem solving

  • Aids in encouraging and achieving self-development and self-confidence

  • Helps a person handle stress, tension, frustration, and conflict

  • Increases job satisfaction and recognition

  • Moves a person toward personal goals while improving interaction skills (Sims 1990)


 


Training Needs


            One identified training need is customer service, which is considered by both management and employees as the top priority. Other needs are product knowledge and communication. Another important aspect of the proposed training program is educating the employees in Organizational Health and Safety. The aim of the training program is to ensure that the employees achieve the knowledge, skills, and abilities to perform their work efficiently and to help them to make the work environment enjoyable and safe for customers and employees.


 


Methods of Instruction


            The training program will include both on-the-job and off-the-job training methods. On-the-job training is an individualized training program, designed and conducted at the actual work site. On-the-job training usually involves an experienced employee directly instructing a new employee on how to complete the job. This method of training is popular among firms as the likelihood of successful skills transfer is high. Though OTJ is often associated with the development of new employees, it can also be used to update or broaden the skills of existing employees when new procedures or work methods are introduced (Sims 1998). Off-the-job training programs provide group-based learning opportunities on a variety of topics at a site other than where the work is actually done. Of-the-job training can be conducted in an off-site training classroom near the job setting, in an adjoining facility dedicated exclusively to training, or in corporate or private facility located far way from the work setting (Jacobs 2003).


 


            In the proposed training program, it is recommended that on-the-job and off-the-job techniques be combined in order to effectively facilitate learning among the trainees. On-the-job training will require trainees to work on-site and apply the knowledge, skills, and abilities they learned in work settings. Off-the-job training will facilitate group learning in which the trainees will be trained in a facility away from their workplace. Off-the-job training will facilitate learning of theories and techniques that are necessary for performing the trainees’ jobs.


 


On-the-Job Learning Activities


1. Product Knowledge


Objective: By the end of this training activity, the trainee will be able to demonstrate in-depth knowledge of the product range, its important features and uses.


            The training course is intended to help employees gain customer trust and influence customer buying decision through product knowledge. The course is intended to train the employees to translate product features into benefits and make emotional connections that influence customers to purchase.


 


2. Job Enrichment


Objective: By the end of this activity, the trainee will gain in-depth knowledge of the company, its business processes, and its departments. The trainee will also have more control over and demonstrate expertise in his/her work.


            The aim of the job enrichment activity is to expose the trainees to the different departments and processes within the organization. It is expected that through the job enrichment activity, the employees will develop a sense of ownership and will appreciate different departments of the organization.


 


Off-the-Job Learning Activities


1. Stress Management Training


Objective: By the end of the training activity, the trainee will understand the nature of stress and specific techniques to apply during times of stress.


            In the area of health and safety one issue rose as the main concern of employees, this was stress management. The course is intended to equip the employees with the coping skills to eliminate stress and its harmful consequences. The trainees will learn to identify the different stress triggers and to deal with these.


           


2. Customer Service


Objective: By the end of the training, the participant will gain a comprehensive understanding about customer service and what it takes to provide the best customer service.


            This training course will be geared towards the education of employees about the importance of effective customer service to the organization and its impacts on the customer, the organization and the employee. Trainees will learn how to render quality service. The customer service training course will teach employees the basics of customer service. Employees will learn how to develop and maintain a positive attitude, be attentive to the customers, use customer-friendly language, and deal effectively with customer complaints and problems.


 


3. Inter-Personal Communication Training


Objective: By the end of the training, the participant will demonstrate deeper understanding of interpersonal communication and be able to communicate effectively with different people.


            This training course will teach students about interpersonal communication styles and techniques. Trainees will learn how to communicate with individuals who hold different positions in an organization, such as peers, supervisors, subordinates, and customers.


 


Training Methods


1. Lecture/Presentation Method


            Lecture is a traditional training method. In the lecture method, the trainer transmits information orally to an audience. Lectures are unidirectional because the trainer is the primary communicator who conveys information to the group, while the group’s role is to listen. The primary advantage of the lecture method is that it is an efficient way to transmit a large amount of information to learners in a short time. Lecture can be an appropriate way to raise awareness or supply information. The lecture method is useful when training involves many learners. Information can be conveyed in a time-effective manner from trainer-as-expert to learners-as-novices (King et al 2001).


 


2. Individual Exercise


            Individual exercise is any activity performed by individual learners. Learners work independently on exercises, activities, or other scenarios to master subject matter or reinforce what they have learned. Examples include assessments, reading assignments and in-basket exercises (King et al 2001).


 


3. Role Playing/Skill Practice


            Roles plays, which are sometimes called skill practices, provide learners with the opportunity to apply new skills in a safe environment. Role plays sometimes involves the learners acting the part of other people so they can practice newly learned skills. Sometimes the role play is preceded by a demonstration of the skill by the trainer, who models appropriate behaviors, thereby helping learners picture the intended outcomes before they try the skills and become confident in their ability to use them (King et al 2001).


 


4. Discussion Method


            A discussion is usually effective in engaging learners and encouraging participation. Peer learning is one of the most direct benefits resulting from the discussion method. Discussions can involve small groups of two to eight people, or they can be structured for larger groups. Typically, discussions center around problems, questions, ideas, or issues presented to the group for consideration and verbal exploration. During the discussion, the trainer acts as facilitator and pose questions, encourage involvement, manage the environment, and summarize conclusions reached by the group (King et al 2001).


 


5. Games and Activities


            Games and activities are rule-governed activities that require cooperation between members to achieve some task or goal that pit learners against each other or another group in competition. Games can be very exciting for learners. The game is conducted to achieve training objectives, which are usually introduced before the game, and reinforced during the debriefing that follows the game (King et al 2001).


 


Application of Training Methods


1. Product Knowledge


            In the product knowledge training, the primary training method to be used is lecture/presentation method. The trainer will discuss various product attributes and uses. This is considered as an efficient way to impart knowledge of the company’s product range. In order to ensure that participants achieve in-depth product knowledge, the trainer will also employ the discussion method in the form of question and answer. The trainer will distribute several materials (such as catalogs, brochures, and other company documents) that will help the participants in familiarizing themselves with the company and its products.


2. Job Enrichment


            In the job enrichment activity, the trainer will use the lecture/presentation method using short lectures, videos and demonstrations. The aim is to demonstrate to the participants the proper way of performing their tasks. Role-plays will provide the participants with the opportunity to apply new skills.


3. Stress Management


            In the stress management training, the trainer will make use of lecture and discussion methods. There will also be role-plays in order to help trainees in applying what they learned.


4. Customer Service


            The customer service training will make use of lecture and discussion methods as well as role-playing. To make learning more fun and exciting for the trainees, various games and exercises will be integrated in the program. The games will conducted to achieve training objectives, which are usually introduced before the game, and reinforced during the debriefing that follows the game.


5. Interpersonal Communication


            This training will mostly use role plays, games, and various activities. Participants will be required to complete individual exercises and to work in groups.


 


Rationale for the Program


            The reasons and motivation behind the proposed training program are:


1. To improve performance – in order to correct deficiencies in the performance of the staff, training must be conducted. One of the rationales for the training programs is to remove current and avoid future career deficiencies. Although training cannot solve all the problems of ineffective performance, a sound training program is instrumental in minimizing those problems.           


2. To update employees’ skills – in order to keep up with the advances and changes in the external and internal environment, the skills of the employees must be updated. Employee skills must be updated through training so that changes are successfully integrated into the organization.


3. To promote job competency – in order to update the knowledge, skills and abilities of a newly promoted employee, training is necessary. Training can be used to fill the gap between the new employee’s predicted and actual performance.


 


Learning Principles


            Another rationale for the design and the choice of training methodologies are the principles of learning. The recommended training programs are built around the learning principles that are discussed below. Learning can be defined as knowledge obtained by self-directed study, experience, or both; the art of acquiring knowledge, skills, competencies, attitudes, and ideas retained and used; or a change of behavior through experience (Gilley and Eggland 1989 cited in Gilley and Maycunich 2000, p. 207). Senge (1990) believes that learning has little to do with taking in information; rather it is a process that enhances capacity. Learning is about building the capacity to create that which one previously could not create. Principles of learning are the guidelines to the ways in which people learn most effectively. The more the principles are included in training, the more effective training is likely to be (Sims 1990).


 


1 Motivation – in order to learn, a person must want to learn. In the context of training, motivation influences a person’s enthusiasm for training, keeps attention focused on the training activities, and reinforces what is learned.


2. Behavior Modeling – majority of what an individual learns is gained through observation of others. One will imitate other people’s actions when they lead to desirable outcomes for those involved (Sims 1990).


3. Participation – another way to inspire trainees is through their active participation in the training process. Activities that facilitates active participation enable trainees to become directly involved in the act of learning. Learning usually is quicker and more long-lasting when the learner can participate actively. Participation improves motivation and apparently engages more senses that help reinforce the learning process (Sims 1990).


4. Repetition of Practice – regardless of individual differences and whether a trainee is learning a new skill of acquiring knowledge of a given topic, the person should be given opportunity to practice what is being taught. Practice is also essential after the individual has been successfully trained (Sims 1990). There are two aspects of practice – active practice and over learning (Cascio 1989). Active learning allows the trainees to repeatedly to perform the task or use the knowledge being learned. Over learning occurs when trainees are given the opportunity to practice far beyond the point where the task becomes ‘second nature’ and is said to be ‘over learned’.  


5. Application – training is useless unless learning can be applied.  One of the metrics by which we measure the effectiveness of a training program is how the learned skills and knowledge are being applied by the participants. In developing a training program, it is important that the skills being taught are applicable to the workplace.


            The above mentioned principles serve as the foundations in designing the training program and in the choice of training methods.


 


Evaluation of the Training Session


            In evaluating each training session, Kirkpatrick’s (1959a, 19595, 1960a, 1960b) model will be used. Kirkpatrick’s model assesses the following:


1. Reaction – the degree of trainee acceptance of the program


2. Learning – the principles, facts, and techniques the trainee learned


3. Behavior – the resulting changes in behavior of the trainee


4. Results – the concrete results of the program in terms of decrease in costs, quality improvement, etc. (Kirkpatrick 1976)


 


Reasons for Choosing Kirkpatrick’s Model


            Kirkpatrick’s model is among the widely used and easy to implement evaluation models today. The model addresses the need for training professionals to understand training evaluation in a systematic way. It provides a straightforward system or language for talking about training outcomes and the kinds of information that can be provided to assess the extent to which training programs have achieved certain objectives. The bottom-line focus of the model is seen as a good fit with the competitive profit orientation of their sponsors. The four level model has a potential for simplifying the complex process of training evaluation. The model represents a straightforward guide to the kinds of questions that should be asked and the criteria that may be appropriate. The model reduces the measurement demands for training evaluation (Mathison 2004).


 


References


Cascio W. F. (1989). Managing Human Resources: Productivity, Quality of Work Life, Profits. New York: McGraw-Hill.Gilley, J. W., and Eggland, S. A. (1989). Principles of Human Resource Development. Cambridge, Mass.: Addison-Wesley.


Gilley, J. W. and Maycunich, A. (2000). Beyond the Learning Organization: Creating a Culture of Continuous Growth and Development through State-Of-The-Art Human Resource Practices. Cambridge, MA: Perseus Books.


Jacobs, R. L. (2003). Structured On-The-Job Training: Unleashing Employee Expertise in the Workplace. Berret-Koehler.


King, S. B., King, M. and Rothwell, W. J. (2001). The Complete Guide to Training Delivery: A Competency-Based Approach. New York: AMACOM.


Kirkpatrick, D. L. (1959a). Techniques for Evaluating Training Programs. Journal of American Society of Training Development, 13 (11), 3–9.


Kirkpatrick, D. L. (1959b). Techniques for Evaluating Training Programs: Part 2—Learning. Journal of American Society of Training and Development, 13 (12), 21–26. Kirkpatrick, D. L. (1960a). Techniques for Evaluating Training Programs: Part 3—Behavior. Journal of American Society of Training and Development, 14 (1), 13–18.


Kirkpatrick, D. L. (1960b). Techniques for Evaluating Training Programs: Part 4—Results. Journal of American Society of Training and Development, 14 (2), 28–32.


Kirkpatrick, D. L. (1976). Evaluation of Training. In R. L Craig (Ed.), Training and Development Handbook: A Guide to Human Resource Development (2nd ed., pp. 18.1–18.27). New York: McGraw-Hill.


Mathison, S. (2004). Encyclopedia of Evaluation. SAGE.


Senge, P. M. (1990). The Fifth Discipline: The Art and Practice of the Learning Organization. New York: Doubleday.


Sims, R. (1990). An Experiential Learning Approach to Employee Training Systems. New York: Quorum Books.


Sims, R. (1998). Reinventing Training and Development. Westport CT: Quorum Books.


 


Appendices


 


Appendix A: Description of the organization


 


 Brumby’s Bakeries Limited is a specialty bread retailer and one of Australia’s largest and most successful franchise groups. Brumby’s is proud to have been among the first Australian companies to successfully embark on a franchising program not only when franchising was in its infancy but when the specialty or hot bread shop market was also just beginning. Like most successful businesses, Brumby’s had a modest beginning. The first store, known then as “Old Style Bread Centre,” was opened in the Victorian suburb of Ashburton in 1975. Over the next decade the “Old Style Bread Centre” was introduced and expanded in Queensland. During the ’80s, it was believed that the brand would be stronger with a “truly Australian” identity” – so the Brumby’s brand was born. By the early ’90s, Brumby’s had become a true franchise success story.



 

Appendix B: Hierarchy of training needs


 


 




 

Learning Objectives


 




 

Learning Contract


Training Program: Computer Skills Training


 


Trainee’s Name:


Training Activity:


Task


Learning Objectives


Resources and Actions


Evidence/Outcomes


Sign off/on


1


Apply relevant computer skills


To the work setting


Prepare documents and files using different computer applications




  • Word




  • PowerPoint




  • Excel




Provide both soft and hard copy of the prepared documents and files


Attach a list of the things learned


Prepare 1 page report summarizing the activity


Coach:


 


Trainee:


 


Date:2008-3-8


2


Apply relevant internet and communication technologies (electronic mail and online-chatting) to the work setting


Use the internet to gather information about the target market, about the industry, and the recent trends in similar business.


Use the internet and communication technologies to reach the customers and to build strong relationships with business partners and co-workers


Provide print-outs of transactions done over the internet


Send electronic-mails to different people in the organization


Provide print-outs of the gathered information about the topic provided by the super visor


Coach:


 


Trainee:


 


Date:2008-3-8


Follow up Actions:


________________________________________________________________________________________________________________________________________________________________________________________________________________________


Comments:


__________________________________________________________________________________________________________________________________________________________________________________________________________


 



 

SESSION PLAN COVERSHEET


 


Training Session Title:


 


 


Learning Objectives: 


 


 


 


Number of Participants:


 


Session Duration:


 


Out of the ordinary costs: (Specify if applicable, e.g. venue hire, equipment or training aids)


 


Resources:


Faciitator


 


 


 


Participants:


 


 


Facilitator actions before the training session:


 


 


 


 


 


Actions after the session:


Facilitator:


 


Participants:


 


 


Records management:


Record trainees’ results: 


Advise HR/supervisors:


 


 


 


 


Session Plan designed by: ______________________________________ Date: ___________


 


 



 

Training Session Plan


 


Training Session Plan


Title: Sales Training                                                                Date:2009-03-05


Session:


Trainer:


Equipment: Projector, Laptop, Whiteboard, Pens, Flipchart, Participatory Learning and Action Training Aids


Training Session Objectives


 


Time Table


Duration of Time


Content


Methods/Equipments


Notes


9:00 – 9:30


Introduction to the Course




  • Classroom Instruction




  • Projector




 


9:30 – 10:00


Definitions and principles




  • Classroom Instruction




  • Question and Answer




  • Projector




 


10:00 – 11:00


Customer decision-making process


Factors that affect customer decision making


Customer behavior and attitudes




  • Classroom Instruction




  • Demonstrations




  • Group discussion




 


11:00 – 12:30


Customer Analysis


Preparing and using customer information




  • Classroom Instruction




  • Group Discussion




 


12:30 – 1:30


LUNCH


 


 


1:30 – 3:00


Making a sales call


Phone etiquette


Selling to customers using the telephone




  • Demonstrations




  • Hands-on




  • Group Discussion




  • Question and Answer




 


3:00 – 4:00


Answering sales calls


Answering customer inquiries


Up-selling




  • Demonstrations




  • Hands-on




  • Group Discussion




  • Question and Answer




 


4:00-5:00


Dealing with difficult customers




  • Case studies




  • Demonstrations




  • Group Discussion




 


5:00 – 5:15


BREAK


 


 


5:15 – 5:45


Review




  • Flip Chart




  • Team game




 


 


Training Materials


 


            The following are the training materials to be used:




  • Projector




  • Power-point presentations




  • Movie Clips




  • Case Studies




  • Hand-outs





 

Training Hazard Report – Sales Training


 


Person Completing Form: (Print)


 


Family/Surname____________________             


 


Given Name/s______________________


 


 


Phone Number___________________ Position Title____________________


 


Signature______________________


 


 


Describe the problem:


 


No identifiable hazards to trainees


 


 


 


Measurement of Learning – Sales Training


Purpose of Assessment


            The purpose of the learning outcomes assessment is to monitor progress and provide feedback to trainees and trainer. The assessment will also be used in order to assess achievement at the end of the training session.


 


Requirements of the Learning Objectives


            At the end of the training session, the trainees are expected to learn the theories of and principles in sales. The trainees are also expected to apply this theories and principles in the work settings. The focus of the training session are building declarative knowledge and application skills.


 


Measuring Declarative Knowledge


            At the end of the training session, the participants will be able to state or describe:




  • Facts




  • Ideas




  • Principles




  • Rules




  • Recognize incorrect information or errors




The measurement methods that will be used are:




  • Quiz




  • Summary of the things learned




  • Interview




Measuring Application Skills and Cognitive Strategies


            At the end of the training session, the participants are expected to effectively acquire the following skills:




  • Problem solving




  • Using the principles on other situations




  • Ability to bring together relevant knowledge and skills




  • Troubleshooting approach




 


The measurement methods to be used are:




  • Role plays




  • Demonstrations




  • Observations




 


Evaluation – Sales Training


Purpose of the Evaluation


            The purpose of the evaluation is to determine the effectiveness and to ascertain whether the training program can be improved. The evaluation of the training program will aid in the decision-making of the organization. The outcomes of the evaluation can be used by the organization in making decisions about aspects of training such as course retention, course revision, and personnel decisions. Another purpose of the evaluation is to provide feedback to course designers and trainers. The evaluation will provide information about how the training can be improved and whether it is able to meet its goals and objectives. The training evaluation is intended to:




  • Identify learning outcomes




  • Diagnose program’s strengths and weaknesses




  • Pinpoints needed improvements




 


Measuring the Response of the Participants


            In order to evaluate the effectiveness of the training session, a questionnaire will be designed and will be given to each participant at the end of the training session. The questionnaire will assess the effectiveness of the training session as viewed by the participants. A questionnaire using a Likert Scale with five response scale where in respondents check in a scale of 1 to 5 whether they strongly agree, agree, are undecided, disagree or strongly disagree with the statements. The equivalent weights for the answers will be:


Range                                     Interpretation


    4.50 – 5.00                                          Strongly Agree


3.50 – 4.00                                              Agree


2.50 – 3.49                                              Uncertain


1.50 – 2.49                                              Disagree           


0.00 – 1.49                                          Strongly Disagree


 


  


 


 


Evaluation Questionnaire – Sales Training Session


           


            The evaluation questionnaire will be given to the trainees after the training session. The training questionnaire aims to evaluate the training content and to assess the trainees’ reactions and observations of the training session. The questionnaire will be made up of the following questions:


1. Program Objectives – To evaluate program objectives against participants’ expectations and the appropriateness, structure, level, and timelines of the program content




  • Do you think that the content of the training session met the stated objectives?




  • Do you think the content was up-to-date?




2. Program Materials – To determine effectiveness, efficiency and usefulness of written materials and other aids.




  • Do you think that the learning materials used were consistent with the objectives of the training session?




  • Did the handouts provide easy to understand information and contents?




3. Delivery Methods or Technologies – To judge the appropriateness of delivery methods, including media technologies.




  • Do you think that the presentation technologies used in class effective?




  • Do you think the visual aids were helpful?




4. Instructor or Facilitator – To rate the ability, preparation, and effectiveness of the trainer or facilitator in leading the program.




  • Did the instructor present materials clearly?




  • Was the instructor responsive to participants’ questions?




5. Instructional Activities – To evaluate the appropriateness and helpfulness of in-class activities.




  • Were the course exercises relevant to the training session’s objectives?




  • Were the group discussions helpful to participants in exchanging ideas with each other?




6. Program Time and Length – To asses the length of the session for schedule change and considerations of the session length.




  • Was the length of the session appropriate for the stated objectives?




  • Was there enough time to practice course content?





 

Training Program Schedule


 


Week 1


Week 2


Week 3


 


 


 


 


 


 


Week 4


Week 5


Week 6


 


 


 


 


 


 


 


 



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