NB: FOCUS ON THE ANSWERS GIVEN FOR THE QUESTIONS FROM THOSE CHAPTERS In a minimu
ID: 422439 • Letter: N
Question
NB: FOCUS ON THE ANSWERS GIVEN FOR THE QUESTIONS FROM THOSE CHAPTERS
In a minimum of 100 words state if you agree/disagree with the answers provided for question 1,2 & 3 in bold from chapters 3 & 5 covered in (Noe, Raymond A. Employee Training & Development . Seventh ed., McGraw-Hill Education, 2017). and chp7 Neo, E. (2000). Human Resource Management: Gaining Competitive Advantage, McGraw-Hill. Boston, USA.
1. After reading chapter 3, answer this question: If you were going to use online technology to identify training needs for customer service representatives for a web-based clothing company, what steps would you take to ensure that the technology was not threatening to employees? Discuss and provide examples.
For a web-based clothing company, it would be beneficial for the company to conduct a short survey to their clients. The survey should be sent through the company’s email to all of the clients’ emails that signed up for promotional and discount reasons. H&M, ASOS, Fashion Nova, and Old Navy are just a few clothing stores that constantly request customer feedbacks about their brands. The web-based clothing company survey should include specific questions that gain perspectives of the clients’ on customer service representatives:
1) Rate the overall customer service department
2) How responsive were the representatives?
3) Based on your interactions with our representatives, is our company professional?
4) On a scale 1-5, how well did we understand your questions and concerns?
5) How likely would you recommend our company?
6) Do you have any suggestions, questions, or concerns?
The survey is non-assuming and doesn’t name drop, which eliminates employees from being threatened. The survey will help the company gain insight on the customer service. This survey will open the opportunities of improvement. Managers can use the answers to assess their staff and analyze what needs to be worked on.
The survey assessment connects to the idea of organizational analysis. In the ETD book, it defined organizational analysis, “involves determining the appropriateness of training given the company’s business strategy, its resources available for training, and support by managers and peers for training activities” (Noe, 118). The assessment allows the company to really focus on the employees within the customer service department and helps managers train areas that are lacking.
2. After reading chapter 5, answer this question: How might you motivate managers to play a more active role in ensuring transfer of training? Why did you choose that option(s)? Discuss and provide examples.
A bonus of pay every 3 months can be incentives for managers to ensure training of employees is properly transferred. Increase income is always a motivation for people. The bonuses will drive managers to seek different methods of training to fulfill company requirements. On page 209, Noe discussed how important it is to know the trainees. Looking at the differences of the audience is crucial for the success of the transfer of training. There are a variety of differences managers must be cognizant about: age, gender, generations, and personality. These many differences make up the diverse audience, and mangers must look at each backgrounds of the employees. Therefore, they can create their trainings to be more favorable to the employees. I chose bonuses for a motivate for managers because trainings must grab the audience’s attention for it to transfer effectively. Money will really make the managers use all their skills to train the employees correctly. An example that managers could use: give polls or create assignments that require employees to tell their age, gender, hobbies, and favorite music genre. These categories will give managers information to knowing their audience better.
3. After reading chapter 7, answer this question: What can companies do to encourage informal learning? Discuss and provide examples.
Noe advised role-playing as an informal learning method (Noe, 312). Role-playing is like hands on teaching. Most people are hands on individuals, which is an effective way for them to learn new concepts and strategies. For example, the team can focus on customer service greetings or methods that will speed up processing items being purchased. One employee can play the customer, while another can be a representative. This method can tie into Noe’s concept of team training. He defined team training, “training that is designed to improve team effectiveness” (Noe, 315). Role-playing urges employees to become a team and motive each other to grasp company trainings. Overall, the company will begin to succeed when the team acts cohesively.
Noe, Raymond A. Employee Training & Development . Seventh ed., McGraw-Hill Education, 2017.
Explanation / Answer
1. Yes! I totally agree with the answer provided to first question. In order to identify the training needs of the employees dealing with the customers, it is very important that we get the opinion of the clients and ask about their experience with the representatives. The experiences of the clients will let the company analyze the real need for training and the level of training required to the employees.
2. Yes! I totally agree with the answer provided to second question. The best way to motivate the managers so that they provide good training to the employees is by providing bonus to the managers. Money is a financial motivator that always motivated the managers to do good and show effective results. The bonus will make the managers drive towards bigger goals and apply unique methods to train the employees.
3. Yes! I totally agree with the answer provided to third question. Role playing is the best method to encourage informal learning among the employees. Role playing is a techniques where the employees are given different roles and a situation to act upon and take decisions. This will help the employees understand the situation beforehand and learn how to deal with the customers more politely and ethically.
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