Question: Review the Training in Action 1-3 scenario titled, "Training Needs in the Student Registration Office" in Chapter 1 of the Blanchard and Thacker (2013) text. Assume that you were hired to develop a training program for the Customer Service Representatives (CSRs) as described in the scenario. 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. Discuss the specific activities to be performed in the five phases of the training process model: Analysis Phase, Design Phase, Development Phase, Implementation Phase, and Evaluation Phase.
Scenario A
You are a manager at a manufacturing plant forced to reduce 25% of its workforce due to budget constraints caused in part by the increased prices of a raw material. The vast majority of the tasks once performed by employees are now outsourced to India. Consequently, your remaining workforce has suffered a significant lack of motivation. It is your task to move the remaining team forward under the current circumstances ensuring weekly quotas are reached and none of the production numbers suffer.
Scenario B
You are a call center representative working at a mortgage company struggling to keep up with the increased regulations and compliance guidelines imposed to better control this industry. Recently, a junior level manager was promoted to a Vice President (VP) position, much to the surprise of all the employees. The employee perception was that the promotion was unfair and that the chosen candidate lacks the experience and the "people skills" required to excel in the new role. The first few emails from the newly promoted VP set the stage for a less flexible, "numbers driven" environment, potentially negatively impacting employees' work-life balance. You desperately need this job as a single parent raising three kids.
Scenario C
You have been employed at the same company for 20 years. You have come to terms with the fact that you have no promotional opportunities here and you are at a "dead end job." You contemplated changing jobs a few times in the last few years, but some of the reasons you stay include a manageable work load, flexible work hours, friendly co-workers, and a supportive upper management team. Yet, you are not motivated to go above and beyond the expectations identified for your position and job description.
Use this week's lecture as a foundation for your initial post. Incorporate into your discussion the transfer of training concepts from the Jaidev and Chirayath (2012) article with an emphasis on pre-training, during-training, and post-training activities. Utilize concepts from the Develop a Training Plan video and the Blanchard and Thacker (2013) text in your discussion. Your initial post should be 250 to 300 words.
Respond to at least two other posts regarding items you found to be compelling and enlightening. To help you with your reply, please consider the following questions:
What did you learn from the posting?
What additional questions do you have after reading the posting?
What clarification do you need regarding the posting?
What differences or similarities do you see between your initial discussion thread and your classmates' postings?
Compare the KSAs you identified with those identified by others.
What are the differences or similarities in the activities identified for the five phases of the training process model between your initial discussion thread and others?
Analyze your classmates' chosen KSAs. Do you agree or disagree with the choices? Why or why not? Provide examples where possible.
Your reply posts should be a minimum of 150-250 words each.