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.
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:
Your reply posts should be a minimum of 150-250 words each.
REPLY TO CHRISTYS DISCUSSION:
Four of the most important KSAs that a training program for CSRs must address are making sure there is a clear understanding of what was taught and how it can be applied, the skills obtained during the training process, and the attitude in which is observed. Knowledge according to Blanchard & Thacker (2013) is “an organized body of facts, principles, procedures, and information acquired over time”. To make sure there is a clear understanding, test or quizzes may be necessary. When it comes to the application of what is learned, on-the-job assessments are a useful tool to evaluate progress. Skills are knowing what to do and when to do it which includes getting to the level of automaticity where there is no conscious effort in the decision-making process, it just comes naturally over time as a skill that is perfected. Last, the attitude can affect the behavior, so keeping the CSR motivated is important. Overtime being in Customer Service myself for many years, I have noticed that attitude can change if
Discuss the specific activities to be performed in the five phases of the training process model: Analysis Phase defines the problem and determines the cause, Design Phase identifies and examines methods for training, Development Phase is the strategy that is formulated, Implementation Phase is carrying out the plan, and Evaluation Phase is evaluating outcome and how it met the needs of the organization.
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. Transfer of training is contingent upon trainee characteristics, training design, and work environment. The climate of the environment can affect the trainee so should not be too hot or too cold. Once training is complete goals should be set and evaluation completed to continue to develop training goals. (Jaidev & Chirayath, 2012).
Utilize concepts from the Develop a Training Plan video and the Blanchard and Thacker (2013) text in your discussion. I enjoyed the 4 levels of evaluating training and find it the most beneficial from the video. They are as follows: Reaction which is how people react during training, learning which can be tested or quizzed to determine what was retained, behavior and if anything changed after training by following up down the road and results which are more sufficient and allow to determine if the training is effective. They mentioned in the video that most trainers only concern themselves with the reaction but if more would focus on all four the results would be much more effective. (Blanchard & Thacker, 2013).
Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc. [Electronic version]. Retrieved from https://content.ashford.edu/ (Links to an external site.)Links to an external site.
Jaidev, U. P., & Chirayath, S. (2012). Pre-Training, During-Training and Post-Training Activities as Predictors of Transfer of Training. IUP Journal Of Management Research, 11(4), 54-70.