Half-Day Training Program For Customer Care Essay And Employee Values.

Objective of the Half Day Training Program

1. Produce an outline of a ‘half-day’ training programme (off-the-job) focusing on ‘customer care first and employee values at the heart of excellent customer service’?
The half-day programme should include relevance to training needs analysis, your key targeted aims, learning objectives, outcomes, timings, activities, assessment and a training feedback evaluation form.
2. Explore and produce at least three ‘on-the-job’ training initiatives, and show how they ensure transfer of learning takes place and help improve the business?
3. Explain and provide reasons on your chosen method and type of learning and development programme by focus on the following points?
I. Explain why learning theory and styles are an important part of this process?
II. What are the key advantages and disadvantages of the training and development methods you have proposed?
III. Provide the process in how you will evaluate the training programme and who needs to be involved?

Objective of the Half Day Training Program	Outcomes of the Half Day training program	Timings	Activities	Assessment
The company has been planning to do a training program focusing on customer care first and the employee values at the heart of excellent customer service (Armstrong 2009)	The employees must focus on the customer care at first and thus the employees are required to enhance their provided service to them. The feedback from the customers after conduction of the half day training program will evaluate the outcome of the training program (Beardwell and Claydon 2010)	The company must arrange the training program at a convenient place as well as time. As the company has 30 stores nationally, it is important to arrange the meeting in a convincing way (Boxall and Purcell 2011)	Proper demonstration of the training objective, power point presentation and a small question-answer round must be included in the training process	The provided service to the customers and their feedback will assess the success of the training program. The customers would be requested to give feedback on perceived service from any of the One Pound Opium stores and based on the feedback, the assessment would be done

Bradford (2012) has said that a systematic approach to a training program is comprised of some of the systematic steps that come one after another. Bradford (2012) has described this as a rational approach that tends to start from identifying the goal and the aim of the association and after some definite stages, it concludes at the implementation of the exercise programs (Baxter et al. 2013). Therefore, in this case, it is important to plan a training event for One Pound Emporium Company.

First Stage: Aim of the Company

The aim of the One Pound Emporium Company is to have a dominating market position in the marketplace with the help of the innovative and the capable advertising and the price minimization process. To attain the aim of the company, the organization wants to create a wide-ranging manufactured goods line as well as the successful cost manufacture (Callahan 2012). 

Second Stage: Setting up the Training Requirements

In this particular phase, the Corporation, One Pound Emporium has identified that the production worker, as well as the marketing agent, must be more efficient. If they are not efficient enough, it is hard for the company to achieve the organizational goal (BPP Learning Media 2010). Therefore, the top management of One Pound Emporium has decided to conduct completely two dissimilar tuition actions for the two subdivisions individually (Callahan 2012).

Third phase: conniving the Training Strategy

The Corporation One Pound Emporium has intended a well affectionate tuition scheme for the production department workforce and the workers. The major aim of this program is how the production can easily run in a proper as well as cost effective manner so that the company can easily witness the fast growth (BPP Learning Media 2010). Apart from the production department, the company has designed an effective lecture method and there the adopted plans of marketing will be demonstrated to the employees, marketing staffs and the agents with the help of a power point projection. Dodge et al. (2012) have said that in designing the training strategy of the One Pound Emporium, the company is required to consider the budget as well as the effectiveness of the training events.

Outcomes of the Half Day training program

Fourth Stage: Implementation of the Training Program

At last, the group One Pound Emporium would implement both the training programs in due date and the due time for the betterment of the employees of the company.

On job training methods takes into account different three types of approaches like Coaching, mentoring and job rotation. These three are highly important and this makes sure the transfer of proper learning takes place. Moreover, these help to improve the business in several aspects (Carberry and Cross 2015). Faulkner et al. (2012) have said that coaching is a one to one training session and mentoring focuses on the development of the attitude among the employees. Job rotation is the procedure of education the employees of the organization by rotating them through a variety of the related jobs (Foot And Hook 2008). It can be said that rotation not only makes a human being well familiar with different types of job. Therefore, these three are highly important for any of the organizations to focus on the on job training approach to enhance the business growth.

One Pound Opium has nationally 30 stores and the it is expected that the half day training program as well as the on job training methods would enhance the performance of the employees in case of providing services to the customers. The motto of the company is to concentrate on customer care first and thus training methods are expected to motivate and develop the employee presentation (Taylor 2010). If the customers get good service from the employees who face customers, the growth of business will be high and the company will have more number of new customers (Torrington,Taylor And Hall 2011).

I. Galinha and Pais-Ribeiro (2012) have opined that learning is solely associated with the wide concepts of knowledge, skills behaviors along with the principles and several predilections. Therefore, learning can be defined as acquiring these above-mentioned things or adjusting as well as reinforcing the preceding attainment of these things. On the other hand, Mathews (2012) has described learning as an important process of 3Ws, i.e. What, How and Why. Therefore, it can be easily said that the entire process of learning is not a sudden happening incident; rather this is the result of the consistent as well as a gradual process (Wilton 2011). It can be said that the human being has an all-purpose propensity for knowledge, and this can be prompted. However, it is important to mention that the mind and the prior knowledge here play one of the significant roles in the entire learning (Fulgosi-Masnjak, Masnjak and Lakovnik 2012).

Timings

From several ways, a person acquires new knowledge along with different skills, etiquette, preferences and values through different ways and styles. Therefore, it can be easily said that the subject that deals with the particular ways of learning is called leaning theories, and there are several theories of learning. In this part, some controversies are observed, as some have said that the learning is a result of the active engagement and some other have argued that learning is not a personal matter, rather this might be considered as one of the social phenomenon and people learn from the social exposure. Therefore, it can be said that the learning theories are the conceptual framework that demonstrates how a new information or skill are required (Galinha and Pais-Ribeiro 2012).

In this regards, many people have stated that many experts have shared their views about learning. Among the pioneers of the learning theories, David Kolb is one of the prominent persons who have advocated a particular type of the learning style. Apart from Kolb, Peter Honey and Alan Mumford have described some other different leaning styles. In this part, it is important to discuss the comparison between two famous learning styles (MacDonald, Kreutz and Mitchell 2012).

Kolb’s Learning Style:

As per the viewpoint shared by David Kolb is that every person tends to follow the four learning styles in the entire learning process that is depended on the learning-cycle, and this series is composed of 4 important phases. Kolb has said that every person learn throughout this cyclic procedure, and the knowledge process can be one of these subsequent stages (Marchington and Wilkinson 2012).

1. Diverging Learning Style

These individual who falls under this category can look at the things from several viewpoints, and they are comparatively sensitive. Kolb has called this particular method as deviating, as these people carry out improved in the circumstances. This category can be defined as feeling and watching, i.e. CE/RO (Marchington and Wilkinson 2012).

2. Assimilating Learning Style

In this style, it is believed that ideas and concepts are more significant than the people and this learning style prefer a concise and logical approach. Kolb has stated that the people of this knowledge style are comparatively less purposeful on the people and more focused in ideas and the nonfigurative notions. This is explained as watching and thinking, i.e. AC/RO.

3. Converging Learning Style

Kolb has stated that the people with congregating learning style can resolve the problems and utilize their learning to find out the solutions to the sensible questions. This approach is expressed as doing and thinking, i.e. AC/AE.

Activities

4. ccommodating Learning Style

The people under this category are hands on and rely on instinct rather than reason. These people use the examination of other persons and favor to take a sensible and experimental advance. This style is expressed as doing and feeling, i.e. CE/AE (Mathews 2012).

Honey and Mumford’s Style:

On the contrary to Kolb, Honey and Mumford have opined four completely different style of learning.

1. Activists Learning Style

These people like to be familiar new things, and they are not concerned concerning the result and like to face new subjects on the sensible grounds (Marchington and Wilkinson 2012).

2. Reflectors Learning Style

These people are highly careful persons and owing to the presence of their carefulness, they tend to gather most important and derivative data from several likely basis and after this stage, they analyze them and arrive at to a conclusion (Nansen et al. 2012).

The persons who go to this specific education style like to devise several new theories through new experimentation and annotations. These people think that commonsensical derivation is a good method to resolve a problem (Ridge 2011.).

4. Pragmatics Learning Style

Rose (2012) has opined that pragmatics like to try-out several new ideas as well as theories that were never before been in the actual world implementations. These people believe the trouble along with the differences as new confront that have to be faced and overcome.

Therefore, it can be stated that in the realistic world, dissimilar people follow different learning styles, all these learning styles have their possess explanation, and as per justification, they are applied in the specified field to obtain good results. Practical knowledge related to different learning style is highly critical to any event designing. As a learning event designer, it is highly important to think about the reality first and based on the situation, the learning style is determined (Rose 2012).

II. Based on the budget and the requirement, the company One Pound Emporium needs to choose the training methods. It is assumed that the company needs to talk about the compensation and shortcomings of the several different training methods used by the company.

In this part, the pros and cons of the training and development method along with the on job trainings have been mentioned here. The company One Pound Emporium has arranged a half-day training program for the employees as well as the on job trainings for them. The advantages and disadvantages of these training and development program have been stated here.

Pros	Cons
Trainers have the first hand experience Employers can select mentor-trainee pairs that is a good fit Trainees learn the job and at the same time earn wages Training program can teach skills as requested by the employers Incumbent workers can learn several latest technologies as per the requirement (Torrington,Taylor And Hall 2011)	This can often slow down the productivity of the company The training program requires investment, if the company do not have proper training infrastructure The training providers often lack in the practical experience (Wilton 2011) The employers are required to pay union wages and this might hamper the company geowth

1. The classroom or Lecture:

This is one of the common training methods where the trainees are placed in a classroom, and the instructors provide lectures through white board or power point presentation. The major advantage of this method is that a company can arrange this method for a huge number of workers at a time and price effectual manner. On the contrary, the disadvantage of this method is that this method can be applied for a tuition of the sensible manufacture work, as there is no span for the laboratory demonstration and sometimes this might be repetitive.

Assessment

2. Demonstration or Practical Training Method:

Rose (2012) has mentioned that the training method demands a practical field where the knowledge are demonstrated to the trainee. The advantage of this approach is that it is suitable for the production department of the selected company. Rose (2012) has said that this specific training method cannot be applied where the decision making is based on practical reality such as management level, and this is one of the disadvantages of this approach (Truss, Mankin and Kelliher 2012).

3. Case Study Method:

It had been found that this training method is applicable to those places where a situation is given to the trainees, and then they are asked to solve the problem based on some assumptions. Therefore, the advantage of this approach is that this approach can be applied to the management level to enhance the decision-making potentiality of the managers. On the other hand, the prime disadvantage of this approach is that this method has no effect in the subordinate level and most importantly; this cannot be applied to the employee stage of the corporation as well (Truss, Mankin and Kelliher 2012).

4. Mixed Training Method:

Rose (2012) has opined that mixed training method is one of the attractive training methods that accumulate all probable training means under one umbrella. This tends to train as well as expand the workers. This process can be applied at different levels, and this is one of the advantages of this approach. This method is costly and time-consuming, and these are the disadvantages of this approach.

III. Rose (2012) has said that evaluation of the training program is important, as it measure the effectiveness of the training program. The HR team of the company takes this practical step. It is important to analyze the following steps, and these are as follows:

1. Satisfaction and the reaction of the participants

This is the immediate assessment of the trainer, and it has been found that the One Pound Emporium has found the good reaction from both the training sessions.

2. Acquisition of Knowledge

Most of the employees in the organization have participated, and their gesture was good.

3. Behavioural Application

This is considered as the aftermath of the training program, and the behavior of the trainees have changed, and the improvement is eye-catching enough.

4. Measurable Business Improvement

After 3 weeks of the conduction of the training program, the company has achieved a notable business growth (Rose 2012).

At the completion of the entire study, it can be said that the decision taken by the Human Resource Managers of the company using several dissimilar means was helpful, and this helped to get an absolute image of tuition impact on the One Pound Emporium.

On-the-Job Training Initiatives

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