BUS 680 week 1 disc 2 responding to 2 class mates
BUS 680 week 1 disc 2 responding to 2 class mates This is to respond to 2 of my classmates just like talking to them but two separate classmates all instructions are included Knowledge, Skills, and Attitudes (KSAs) 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. My posting The world is changing rapidly over time and requires that people exhibit dynamic process to align their activities to mirror the contemporary developments to survive through the evolution period. The business environment is changing even faster because of stiff competition and the struggle to expand into the large market niche making it a necessary undertaking for organizations to keep abreast with tools of excellent strategic development for exponential growth. Training of the staff stands out as an important feature towards in cooperating values of the organization imparting the winning strategy as the success of a company is driven by quality human resource (Blanchard, & Thacker, 2013). Most successful organizations will confess that the achievement of the mission and vision statement was exclusively obtained by the institution of an efficient training manual for their staff to inspire the significantly better performance. The essential knowledge, skills, and attitudes that define a training program for customer service representatives are clear communication skills as it will help one to communicate effectively to the customers to pass and get relevant information making the customer satisfied. The representative should also have extensive knowledge of the product to inspire the confidence of the customer that they are dealing with the right person to offer concrete instructions and advice. The representative should have a positive attitude and ability to read the customers mind as that will help them be resilient in dealing with different customers from cool to annoying ones calmly and ultimately maintaining a positive image for the organization. Finally, they should be tenacious and willing to learn as it will help them persuade the customers by enabling them to develop with time as everything is always based on a learning curve through the experience doing the job. The training model on the analysis phase entails the detailing of the areas that the training needs to feature most for the development of the needs of the organization. The study will provide a background check on what can be cured by the training and the chances of transfer of the concepts in the learning process to the working environment (Jaidev, &Chirayath, 2012). The design phase will seek to put in place a plan in place to cover all the facets of the training. An effective plan should take cognizance of the market dynamics and acknowledge both the conceptual and practical framework of a training program. The development phase is the undertaking of the training to ensure that the intended knowledge and skills are passed down to the trainees. The implementation phase will be an avenue for the employees to demonstrate their understanding of what the training imparted to them. At this point, one can be able to vouch for the effectiveness of transfer what was learned to the workplace environment as that is a perfect measure of the importance of the training (Blanchard, & Thacker, 2013). Finally, the evaluation face is tasked with examination on the success of the training program to achieve the set objectives that was analyzed and planned for the training. The primary responsibility is to ascertain whether the training manual has managed to effect the intended need that was examined at the pre-training period and determined in the post-training period to check on the attainment of the value for the program. In conclusion, adequate training seeks to attain the development of the human resource competencies and enhance the interconnection between theoretical aspects as well as application in the training manual. The training should ensure that the objectives of the program are met and upon audit of the effectiveness of the application of the learned skills, the level of success is above board. The training program will only boost the organization performance if it is carried out with expertise and a qualified strategic plan. Sandy References Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc. Jaidev, U., &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. Retrieved from EBSCOHost database. Student 1 Margaret In my opinion, four important KSA?s for a customer service representative to have are: knowledge of effective problem solving, knowing the correct way to communicate when solving a problem, having a positive/respectful attitude when solving problems, and ensuring to acknowledge the feelings of the customers being serviced. Of course, there are other skills that may be necessary for CSR?s to have. However, based on the given scenario, I believe the four I mentioned are extremely important. Knowing that the CSR?s are having issues with handling customer dissatisfaction, I can now set up a training program to help them learn the four KSA?s mention previously. In order to start training the CSR?s I must first conduct a training needs analysis. After reading the scenario, it was determined that the attitudes of the CSR?s are what needs to be changed and/or developed (Blanchard & Thacker, 2013). The next step is to design the training. We know that we want the CSR?s to practice keeping positive, pleasant, and respectful attitudes no matter what he attitude of their customer is. Therefore, setting up role plays would be the ideal training situation to combat this issue. Now, deciding where the training will take place and what we will use for the role plays will need to be identified and discussed. Once those decisions have been made, the implementation of the training will commence. After the training, an evaluation must take place. The evaluation phase test the reactions of the CSR?s, to find out if they learned anything, and analyze job performance to see if any change in behavior has been made. Of the two mentioned, analyzing job performance is most performance going forward (Films on Demand Producer, 1998). Yes, training as a whole is important. However, both pre and post training processes are considered to be more influential than during-training processes. It is these two parts of training that are said to make training in the workplace successful (Jaidev&Chirayath, 2012). References Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc. Films on Demand (Producer). (1998). Developing a training plan. [Video file]. Retrieved from Films on Demand database. 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 EBSCOHost database. STUDENT 2 Michael When it comes to training it is of the upmost importance, imagine a company that has specific specialists that complete daily tasks every single night and then upload results to the company that is the home base, even though they are very far away. This is what I personally do on a daily basis, all across the country. Collecting data and then sending it back to the company after it is accomplished. This cannot be completed without proper training though; the training must be drilled in as a basic instinct type of situation upon arrival to a site that needs evaluated. If this is not accomplished correctly, than the system essentially breaks to an extent. When it comes to any company, they should go through the stages to understand what they will actually receive when it comes to the employee. In the situation of CSR?s it is a little different, but the same at the exact same time. They need to be trained just as well as everyone within the company. A training program for a CSR is vitally important as is can lead to more business or loss of business at the same time if not properly trained. Knowledge is power as many have heard in quotes, although it is very true. If a CSR has vast knowledge of how the system works they can be very successful. Skills comes along with the knowledge that someone provides to a customer and they have to be very in tune with this factor as it ties directly into knowledge. Attitude is not something that every person can pull off in this particular position as customers can be extremely unforgiving. This pushes a stress factor for employees that cannot handle it and sometimes they may crack, leading to a downfall of their position. Keeping a constant positive outlook although it may be one that is faked or put on as a charade on the phone is the best outcome with proper training and reinforcement from managers. The phases of being an employee to include analysis, or the interview is one of the most vital steps, its an evaluation of who should stay and those that should be let go. This evaluates those that should be further trained and those that do not require it. If training does not work then they essentially should be let go, if it does then they should remain based upon decisions made by management. The design phase interlopes with the analysis phase as what is determined during this period goes directly into the design training program. It is the virtual assessment of how to correct the problems which is then administered to the developmental phase and those responsible create a new training regiment for employees. With this being stated though, those that are having issues should not be singled out and it should be introduced to every individual as a briefing, meeting, venue, whatever you would like to call it. There although should be test subjects to see if the program actually works, this is a form of implementation. Believe it or not I am currently in a Pilot program, but it is simply not for everyone as I have heard from feedback. This does not mean that it does not work with normal employees and their training regiment. Lastly there is the evaluation phase and this is essentially evolution of employees after changes have been implemented and thrives on actual data of whether it has improved the performance of employees or not. This can be based upon several factors though, if an employee ignores change as they may not agree with it and they continue on with their usual activities for the day. With personalities and the people in the current world, it can differ drastically as it simply depends on the actual employee. Mike Fuller ??????????.Answer preview??????? Hello Margaret, thank you for the wonderful post. I learned a lot from this post and I wish to agree with your chosen KSA?s. It is definitely important to have knowledge of effective problem solving, knowing the correct way to communicate when solving a problem, having a positive/respectful attitude when solving problems??????.. APA 204 words Related Questions: What was one problem you have seen in a supply chain People often take shortcuts in problem-solving and quickly arrive at answers. Known as heuristics, Creative problem solving at the workplace Assignment 2 asks you to apply a systematic approach to problem solving Problem Solving Strategies for Creative Problem Solving
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