Human Resource Training Class:
New Employee Customer Service Training Class for All New Employees
HRM 530: Strategic Human Resource Management
November 26, 2018
The HR department or human relations office regulates various capacities inside a retail company, including recruitment, training, and performance evaluation and notwithstanding solving arising workplace misunderstandings. Moreover, the HR management must keep organization human resource aware of any changes in legal jurisdiction and regulations, for example, employee safety, ethical behaviors, compensations and matter regarding discrimination and biasness. Along these lines, it is basic that all human asset supervisors and workers get the fitting training. This paper, therefore, endeavors to explore, analyze and discuss the creation of a human resource training, especially for new employees.
Five Ways A Needs Assessment Would Expose Any Existing Performance Deficiencies
We are living in a world that is characterized by volatility, uncertainty, complexity, and ambiguity (Beer, 2017). With the break of every dawn, an introduction of something new has been seen to unapologetically upset the dynamics of every facet in the society (Sitzmann & Weinhardt, 2018). Majorly, technology has been the game-changer in this contemporary society, particularly with new cutting-edge innovations finding their ways into the market on a daily basis. Without a doubt, businesses have been greatly affected, among other facets in the society, both positively and negatively.
A needs assessment is a precise procedure for deciding and tending to requirements, loopholes between current conditions and targeted conditions or “needs”. The inconsistency between the current condition and needed condition must be estimated to properly distinguish the need (Beer, 2017). The need can be a set target to enhance present situations or to amend an inadequacy in the organization.
According to Harvard Business review, companies have an ability to nurture strong capabilities by identifying the capabilities systematically at individual and institutional level. An important tool in this process is objective assessment so as to have a positive impact on the business. The most effective capability builders take more actions than others to improve and maintain capabilities. These diagnostics assist companies in the skill gap assessment relative to other companies in the industry. Additionally, assessment helps quantify the potential financial impact that comes with addressing capabilities gaps in a systematic and objective way (Altschuld & Kumar, 2010). Based on research, one way to institutionalize and sustain capability building is with the involvement of a corporate academy.
The first obvious ways that a needs assessment and appraisal may uncover any current performance insufficiencies is by taking an evaluation of individual employee needs and wants. The necessity of assessments would empower the association to see which worker require what sort of preparing and extra time not preparing the perfect individual erroneously.Another way that such an evaluation would assist to expose any existing performance insufficiencies is by taking a keen look at the retail company performances in general (Sitzmann & Weinhardt, 2018). This will comprehend to the aptitudes, learning, and limits that every division needs from another worker and existing representative and help the retail organization to enlist only those individuals that will move the association to more noteworthy statures and not slow down them by any means.
Thirdly, the other way that a prerequisites assessment can help reveal any present execution insufficiencies is through a word related necessities evaluation examination (Cascio, 2017).This appraisal looks at the aptitudes, skills, and technical know-how required for the departments in question. Word related examination recognizes how and which Occupationally related irregularities or holes exist and explores how well a specialist is getting along an occupation (Beer, 2017). Occupational needs assessment allows the management to identify an individual employee’s capability to handle new roles and duties or a complete change in duties and responsibilities.
The identity test is another way that a necessities evaluation can reveal existing execution setbacks. Not all individuals are fit for working in retail or with various individuals in that limit so they would not be the best feeling to assign in that position. Lastly but not least another way that a needs evaluation appraisal would uncover any current execution deficiencies is surveyed a people’s psychological ability to handle the designated duties and responsibilities. Retailing service is a distressing field, and if an employee cannot deal with the minimum requirements of the position, they could break under pressure.
Customer Service Training Implementation Plan and the Method of Training
Human resource training in the retail business is fundamental and will be the starting stage for every single worker who works for an association to perceive how they depict the association. It will moreover enable new representatives to see more about the association’s history and what makes the association a fascinating one to work for (Sitzmann ; Weinhardt, 2018). There are a few different ways that new employees ought to be trained when working in the retail department including physical presentations, contextual surveys, active participation, and apprenticeship.
Two Ways to Motivate Employees to Attend the Training Class
Training courses are fundamental and helpful to any new staff especially with an orientation to the culture and tradition of a particular retail company. In any case, a couple of individuals may require motivation with respect to setting off to an instructional course (Cascio, 2017). Agents who indicate no motivation for going to instructional courses can be given some sort of spark, for instance, paid time off, early occupation leave days, some kind of compensation for experiencing the preparation. Specialists who have no energy for experiencing the classes the HR division must see ways to deal with execute fun activities that actualize the coursework data that they need to learn.
One way that a laborer could be influenced who has no eagerness for going to these classes is to start a specialist profession course that will empower the specialists to advance in the workplace. This course would ask laborers to go to preparing and thusly give credits for the course. Right when a laborer accomplishes an explicit element of credits, alongside an explicit proportion of credit hours, they will be met all requirements for headway. (Cascio, 2017). This technique is a useful method to enhance the likelihood of a laborer experiencing instructional courses and help advance the retail organization as one that places stock in the comprehensive individual and necessities to develop their specialists.
Another way to deal with goad a laborer who does not want to go to an instructional course is by paying for the courses and offering that pay on the simple first paycheck. By paying the staffs for their time before they formally start working, the association exhibits to the specialist that they are regarded for their time. The human asset would similarly understand that pre-work preparing is required for business. It is fundamental for workers to acknowledge how to complete their obligations and obligations successfully and gainfully.
In the event that staff cannot commit their opportunity to train they will be requested to leave (Cascio, 2017). This will empower workers in a positive manner and furthermore strengthen the retail company’s expectation on attendance of their employees (Ng & Dastmalchian, 2011). This may be off-putting to a couple of specialists, yet it exhibits that the organization that they work for is specific about their laborers’ destinies. It likewise demonstrates that they esteem their time that they set into everyone who comes to work for the association.
This could moreover be a better than average progression for the retail organization since it isolates them from contenders. By being more strict and maintaining approaches, an association could affirm that they are excited about working up the all-encompassing individual and that they are committed to giving most of the preparation and progression that an individual ought to be a bit of a triumphant association.
Survey to Collect Feedback from the Employees Attending the Training
The study below will be utilized to gather responses from workers undergoing the training classes. This study will hope to prepare invaluable, if the preparation once learned will be for all intents and purposes connected, paying little heed to whether all the all the more preparing is required in client care administrations and the challenges they hope to go up against while serving the customers on a regular introduce (Ng ; Dastmalchian, 2011). Likewise, this survey will center on the perspectives of age, work position and worker sentiments in regards to the training classes.
1. Rate your overall level of satisfaction with the training event.
• Very satisfied
• Neutral (you may choose to remove this option)
• Very dissatisfied
2. Please indicate your level of agreement with the following statements:
NB: These items should relate to overall goals of the training as a whole.
Remove ‘neutral’ if you don’t want to use it. Strongly agree Agree Neutral Disagree Strongly disagree
The training helped build my capacity to respond to the needs of target population
The training increased my knowledge of retail services.
The training increased my understanding about the key issues related to working with a retail company
3. Workshop Outcomes :Please indicate your level of agreement with the following statements
NB: These items should relate to the specific learning outcomes from the presentations, sessions, workshops, etc.
Remove ‘neutral’ if you don’t want to use it. Strongly agree Agree Neutral Disagree Strongly disagree
The session increased my knowledge of the link between marketing and distribution
The training improved my presentation skills when it comes to addressing customer’s complaints
The training identified key messages customer care services
4. If applicable, please share two main take home messages that you learned through your participation at the event.
Key Learning #1:
Key Learning #2:
5. If applicable, please tell us how you plan to use what you learned at the training classes.
If the information presented is not applicable to your local context, please tell us how we can improve this for the future/have made it more applicable for you.
6. How can we improve the training course?
Please share your ideas about items that were missing, additional items that you would like to see, and how the sessions could have been improved.
7. What types of support would help you carry out your role?
Consider training (information and skills-based) and resources needed.
8. Please share any additional comments about the training sessions.
Altschuld, J., & Kumar, D. (2010). Needs assessment. Thousand Oaks, Calif.: SAGE Publications.
Sitzmann, T., & Weinhardt, J. (2018). Advancing training for the 21st century. Human Resource Management Review. doi: 10.1016/j.hrmr.2018.07.005
Background – The Ontario Treatment Network. (n.d.). Retrieved from http://www.ohtn.on.ca/wp-content/uploads/sites/9/2012/04/Training-Event-Satisfac
Beer, M. (2017). Developing strategic human resource theory and making a difference: An action science perspective. Human Resource Management Review. doi: 10.1016/j.hrmr.2017.11.005
Ng, I., & Dastmalchian, A. (2011). Perceived training benefits and training bundles: a Canadian study. The International Journal Of Human Resource Management, 22(4), 829-842. doi: 10.1080/09585192.2011.555126
Cascio, W. (2017). Training trends: Macro, micro, and policy issues. Human Resource Management Review. doi: 10.1016/j.hrmr.2017.11.001