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Communication Strategies

Discuss about the Training and Development Program and Benefits.

The group members would meet after every two months to develop and learn new skills that could add to their personality and make them an all rounded professional. The members of the group are required to be present on time and any delay could have severe consequences. If some emergency comes up, the members must inform the training manager so that the meeting could either be rescheduled or adjusted accordingly. The members must not try to offend the other members by their behavior and conduct and must show respect to their team members.

The communication strategy would be developed and created by the training manager. The training manager would be responsible to plan and develop a training and development program for the group members. After thorough research, it was evaluated that role play could be the best activity for the employees, which is likely to enhance their communication skills, public speaking skills and overall personality. A role play could involve several activities including working collaboratively with co-workers, handling disgruntled customers, conducting interviews, employee assessment and many more activities. Role would trigger the critical thinking aspect of the employees that would also help them to develop their problem solving skills.

Following are the activities that could be used to enhance the skills and abilities of the group members.

The group members must be equipped with the manners and etiquettes of working within a team. They should be able to positively interact with the other members in an organization (Dyer, 2007). This is required because an organization is likely to be encountered with issues and errors and the entire team must work collectively to work towards a common goal and resolve the problem (Barrick et al, 2007). The group members would be given a role of manager, team leader and executives who work within an organization. They would be handled an issue that is being faced by the organization for which they would have to make collective efforts to resolve it. For instance, one of the group members is manager, one is team leader and the other two executives. Now there happens to be an error within one of the project work that the team was handling for the past six months. All of the four members have gathered to resolve the issue collectively.

The members would be able to learn how to tackle a critical situation calmly and patiently without offending the other team members of the group (Jehanzeb and Bashir, 2013)).

Working Collaboratively With Coworkers

One of the most difficult tasks of an organization is handling the angry customers especially those customers who have been unsatisfied with the services of the firm (Gruber, 2011). The activity would give the members to a real time problem and help them to realize their true potential. The team members would be designated the role of manager, customer care and customer who work for an organization. The task would be to handle one of the unsatisfied customers who have had very terrible experience with the company’s products. The customer has called the customer care team to show his dissatisfaction with the services of the company. The customer care is now required to handle this angry customer who would off course be yelling at him. The customer service team must handle this critical issue very effectively by first of all calming down the customer and then offering him some offer or complimentary services (McColl-Kennedy, Sparks and Nguyen, 2011). The customer service team must understand when to pitch in their manager if the situation is out of control.

Interview is an integral part of an employee’s professional life. Every professional consistently prepares himself/herself for the interview by learning the latest industry trends. Interview involves several activities including curriculum vitae, formal dress up and preparing for questions. Thus, interview session would be conducted to prepare the team members with the latest industry trends. They would also learn how they should handle critical questions that are being asked by the HR to confuse the interviewee (Cumming and Worley, 2014). Apart from this, the activity would prepare the candidates to conduct interviews by interviewing each other. One of the members (leader) would be appointed as an HR of a company and would ask questions from the other team members.

Employee evaluation is an integral component of an organization that needs to be handled very effectively otherwise it could affect performance of an individual (Macwan and Sajja, 2014). A manager must be able to give evaluation of an employee without offending or hurting his sentiments. The role of the manager is to provide a direction to the employees by setting goals and objectives for tenure (Shields, 2015). The goal must be realistic and should be able to arouse a sense of common purpose among the individuals (Griffin and Moorhead, 2011). Thus, a manager must be able to evaluate the past performance of an individual so that he/she can hand him over future responsibilities that would boost his/her performance and would ultimately increase the productivity of the organization.

Handling Disgruntled Customers

Thus, a scenario would be created for the group members wherein they would be working for a fictitious organization and would be given the designation of manager and executives. The manager would be briefed about each and every employee’s performance so that he can present their evaluation. Further, the manager would also be responsible for developing goals and objectives for the organization and give a presentation in front of the other group members.

Thus, the activity would give a real time experience to the group members by giving them exposure to a scenario (Aguinis and Kraiger, 2009)). The manager would be able to learn goal setting and presenting it to the employees. He would also be able to learn how to present the weaknesses and strengths of an employee without offending him/her.

One of the team members would be appointed as the group leader who would actively handle all the group activities ranging from setting schedule to time table. The leader would also be responsible for making arrangements for the activity. The leader appointed would be responsible, detail oriented and would have effective communication skills so that he can convey the message to all the team members (Northouse, 2012).

Conflict is likely to arise within a group due to different thinking process of individuals. Conflict occurs due to clash of ideas and thoughts within a group. Conflict is considered healthy for a group but needs to be handled effectively so as to not waste energy, time and other resources of the organization (Tjosvold, 2008). There would be times when tension would arise within the group due to clash of opinion. During the meeting, the people may enter into debate and argument regarding the activities to be conducted. Since every member is looking forward for his/her personal gain due to which he/she is likely to enter into an argument. There could be clash regarding the distribution of roles in the activities conducted and every member would want to play the role of manager (Behfar et al, 2008). In order to prevent this conflict, the team leader could step up and make everyone understand that ever group member would get a fair chance to demonstrate his/her potential strengths and skills. Each and every member would be able to play the role of manager through different activities. This would prevent the conflict by satisfying the other group members and also giving them a fair chance to play each and every role.

There are overall four activities that would be conducted for the group. Every activity would be conducted after a time interval of one month so that the members get some time to learn from the previous activity. The first activity is ‘Working Collaboratively With Coworkers’ that would be conducted to make the members understand the true potential of team work. The second activity is ‘Handling Disgruntled Customers’ that would be conducted 30 days after the first activity. The third activity is ‘Conducting Interview’ that would also be conducted after a month’s duration after second activity. The fourth activity ‘Employee Evaluation’ would be conducted 30 days after the third activity.

Activity 1

Working Collaboratively With Coworkers

Day 1

Activity 2

Handling Disgruntled Customers

Day 31

Activity 3

Conducting Interview

Day 61

Activity 4

Employee Evaluation

Day 91

References

Aguinis, H. and Kraiger, K. (2009). Benefits of training and development for individuals and teams, organizations, and society. Annual review of psychology, 60, pp.451-474.

Barrick, M.R., Bradley, B.H., Kristof-Brown, A.L. and Colbert, A.E., 2007. The moderating role of top management team interdependence: Implications for real teams and working groups. Academy of Management Journal, 50(3), pp.544-557.

Behfar, K.J., Peterson, R.S., Mannix, E.A. and Trochim, W.M. (2008). The critical role of conflict resolution in teams: a close look at the links between conflict type, conflict management strategies, and team outcomes. Journal of applied psychology, 93(1), p.170.

Cummings, T.G. and Worley, C.G. (2014). Organization development and change. Boston: Cengage learning.

Dyer, W.G. (2007). Team building. US: John Wiley & Sons, Ltd.

Griffin, R. and Moorhead, G. (2011). Organizational behavior. Ontario: Nelson Education.

Gruber, T. (2011). I want to believe they really care: How complaining customers want to be treated by frontline employees. Journal of Service Management, 22(1), pp.85-110.

Jehanzeb, K. and Bashir, N.A. (2013). Training and development program and its benefits to employee and organization: A conceptual study. Training and Development, 5(2).

Macwan, N. and Sajja, P.S. (2014). A Linguistic Fuzzy Approach for Employee Evaluation. International Journal of Advanced Research in Computer Science and Software Engineering.

McColl-Kennedy, J.R., Sparks, B.A. and Nguyen, D.T., 2011. Customer's angry voice: Targeting employees or the organization?. Journal of Business Research, 64(7), pp.707-713.

Northouse, P.G. (2012). Leadership: Theory and practice. California: Sage.

Shields, J., Brown, M., Kaine, S., Dolle-Samuel, C., North-Samardzic, A., McLean, P., Johns, R., Robinson, J., O'Leary, P. and Plimmer, G. (2015). Managing Employee Performance & Reward: Concepts, Practices, Strategies. Cambridge University Press.

Tjosvold, D. (2008). The conflict?positive organization: It depends upon us.Journal of Organizational Behavior, 29(1), pp.19-28.

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