Please read each passage below and respond to each part and answer the following questions. (should be a minimum of 150 to 250 words each) DUE TOMORROW before 12midnight CST
I DO NOT need a reference or title page, however please provide the reference(s) underneath the passage. Please label as I have done below, example Part 1 and place your response along with the reference. Please keep each one on the same document! Please cite properly and use correct grammar.
Identify four of the most important KSAs (knowledge, skills, and attitudes) a training program for the CSRs must address and include your reasoning for selecting these.
The biggest investment that a company can make to the success of the business is the investment of the employees that work within the organization KSA’S are a set of skills that are needed to properly complete a set of job duties. In the exercise titled “Training Needs in the Student Registration Office” the Director of registration was receiving complaints in regards to the staffing of the student registration office. There were issues with service as well as turnover. KSA’s that are important to a training.
Discuss the specific activities to be performed in the five phases of the training process model:
Analysis Phase- In the analysis phase you observe the current operations within the organizations and determine the needs of the training process. “”Things such as profitability shortfalls, low levels of customer satisfaction, or excessive scrap are all examples of a current performance gap. Another type of performance gap is future oriented. “(Blanchard, 2019) we can observe where the issue involves people skills, and turnover of employees.
Design Phase- The design is the structuring of the changes that need to be done to correct the issues that were discovered during the analysis.
Development Phase- During the development the instruction strategy is developed. This is the step of the training process the method of training of new structures and procedures are fine tuned for the training process.
Implementation Phase- This phase is the roll out of the new training practices that will be used to correct the issues that were realized during the analysis phase. The new information and training process will be fully in play at this point.
Evaluation Phase- Finally the observer revisits the operations and determines the success and accuracy of the training process. This would be the time to reflect and adjust to further ensure success.
Blanchard, P. N., & Thacker, J. W. (2019). Effective training: Systems, strategies, and practices (6th ed.). Chicago Business Press.
Four of the most important KSAs I recommend for the training program for the CSRs must include:
#1 – Knowledge of and the ability to carry out the registration procedures as outlined in CSR policies, including but not limited to: offering support and solutions to students. “Strategic knowledge consists of a person’s awareness of what he knows and the internal rules he has learned for accessing the relevant facts and procedures to be applied toward achieving some goal,” (Blanchard and Thacker, 2013).
#2 – Increased emotional maturity to remain calm in the face of students who may at times be angry and frustrated. This skill is part of the people skills required to carry out the job effectively.
#3 – The emotional intelligence and skill to actively listen and be genuinely empathetic with student(s), communicating so in word, attitude, and resolve. The ability to do so come under part of both people and conceptual skills mentioned in the Jaidev and Chirayath, (2012) video.
#4 – The desire and willingness to keep a positive attitude in the course of work, and conduct self evaluation as to one’s own effectiveness and seek out assistance or development opportunities when identifying areas that need improvement. “Attitudes are employee beliefs and opinions that support or inhibit behavior… and directly affect motivation; while evaluation is a part of strategic knowledge is used for planning, monitoring, and revising goal-directed activity….Strategic knowledge consists of a person’s awareness of what he knows and the internal rules he has learned for accessing the relevant facts and procedures to be applied toward achieving some goal,” (Blanchard and Thacker, 2013).
The specific activities that will be performed in the five phases of the training process model will include: analysis, design, development, implementation, and evaluation.
Because this company agrees with Jaidev and Chirayath, (2012) video about developing a training program, that their people are their most valuable assets, an analysis of how their CSR employees function and feel about their role is a pivotal component to addressing and developing the training to be conducted. This can be accomplished by observation of how procedures are conducted, and with an anonymous survey where each employee answers specific questions, including those regarding management, and have the opportunity to express themselves without judgment, discrimination, or retaliation. This allows the “analysis phase to attach priorities to the training needs identified,” Blanchard and Thacker, 2012).
Following the analysis phase, training objectives must be the focus when initiating the design phase. A direct correlation between what and how to present will be addressed early on and serve as key to training development, implementation, and evaluation phases.
During the development phase, a compilation process will assist in the instructional strategy which encompasses the analysis data gathered along with the training objectives identified in the design phase, and puts in place the targeted instructions that will be presented. This is also when decisions as to what methods of training will be utilized to best meet training objectives.
Prior to company wide implementation of the training, a dry run first will be conducted with a smaller select group of employees as it “allows for the testing of the training to determine if any modifications are necessary before it is ready to go live, (Blanchard and Thacker, 2012). The final stage of this training program, the evaluation phase, actually took its inception back up in the design phase when objectives were identified. A first look at evaluating the training will be to determine if the processes used were effective, and subsequently, provided enough training to reach or succeed the intended goals and objectives. This phase also serves as an evaluation analysis to improve upon future trainings.
Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc.
Jaidev, U. P., & Chirayath, S. (2012, October). Pre-training, during training and post-training activities as predictors of transfer of training. IUP Journal of Management Research, 11(4), 54-70. Retrieved from EBSCO Host database.