Training Plan

There are many different types of trainings there are on-the-job trainings, orientations, simulation, co-op, etc. Once you have figured out what needs to be adressed you must plan your training, this includes presentation style, goal setting, enthusiasm, and making it relatable. From our interviews it is noted that the best trainings are often the ones that include activities that help

address current needs in the organization but are also fun.

Example of an On-The-Job Training Plan:

1) “…If managers treat their employees well, the employees will treat customers well.” (Hartline and Ferrell 53) Therefore Managers should let employees have a say in trainings and what they think should be covered in it would help employees become more interested in the training,in work, and they would feel more appreciated and valued.

2) When training for Customer Conflicts and Customer Service it is good to first go over how one is expected to act in any given situation. For example, verbal threats, physical threats, yelling, etc. This lays down the standard of how things should be done and provides employees with the proper knowledge.

3) Then it is a good idea to get employees involved in activities to help with sinking in the information that was given to them. Such as playing a game of Jeopardy to quiz the employee’s on what was just learned while also making it fun and competitive

4) After that the employer could get them to role play situations that may happen in there line of work, this provides employees the with the chance to practice what was just learned. Another alternative is to have a technology help with practicing the proper protocol, through simulation games.

5) At the end of the training get employees to evaluate the training based on how interesting it was, what was learned, what was not needed and what could have been improved.

6) After the training is over and employees go back to work it is time to evaluate the outcome of the training. We can look at weather or not there are more complaints about customer service and compare it to the past or we can evaluate ever person on there own to see if there performance has improved.

Work Cited

Hartline, Michael D., and O. C. Ferrell. “The Management of Customer-contact Service Employees: An Empirical Investigation”. Journal of Marketing 60.4 (1996): 52–70. Web...