Chapter 3

Training and Developing Employees

 Topics

 Why do we Need Training?

 What is Training & Training Principles?
 A Systematic Approach to Training
 A Training Lesson Plan

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 Do Organizations Need Training

 The answer is “YES”

 However, we must
know the purpose and
functions of training
before we can use it.

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 The Gap Concept

Expected Curve

1,000 Cars Gap

Performance/ 200 Cars
Actual Curve
Results
800 Cars

Time
In training terms this means we need to
develop programs to fill the Gap
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 What is Training?

 Training is a systematic process through

which an organization’s human resources
gain knowledge and develop skills by
instruction and practical activities that result
in improved corporate performance.

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 Differences between Training &
Development

 Training is short term, task oriented and targeted

on achieving a change of attitude, skills and
knowledge in a specific area. It is usually job
related.
 Development is a long term investment in human
resources.

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 Training Needs

The reasons for not As training experts we

making the 1,000 must analyze the
cars: situation to determine if:
 Not enough resources  Expected result too high
 Poor machines  Target achievable
 Poor staff skills  Is training the only way to
make it happen
 Are there other factors.

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 Importance of Training

 Achieves high service standards

 Refreshes memory of old employees
 Achieves learning about new things; technology,
products / service delivery
 Reduces mistakes - minimizing costs
 Opportunity for staff to feedback / suggest
improvements
 Improves communication & relationships - better
teamwork
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 Benefits of Training

 Most training is targeted to ensure trainees “learn”

something they apply to their job.
 Increased job satisfaction and morale among
employees.
 Increased employee motivation.
 Increased capacity to adopt new technologies and
methods.
 Reduced employee turnover.
 Increased efficiencies in processes, resulting in
financial gain.
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 The ASK Concept

 If we follow the GAP concept, training is simply

a means to use activities to fill the gaps of
performance between the actual results and the
expected results.
 This GAP can be separated into 3 main topics:
1. Attitude
2. Skills
3. Knowledge

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 Exercise 1

Rank ASK by difficulty to develop in people

 Attitude •Easy
 Skills •Moderately difficult
 Knowledge •Most difficult

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 A Systematic Approach to Training

Key Concepts in Preparing a Training Plan

Before you train and develop people identify what:
 They must know - before they can perform job
 They should know - to improve performance
 Would be nice for them to know – but not
necessary to perform duties.

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 Model of the Training Process

Assessment Stage Training Stage Evaluation Stage

Organizational
Needs Assessment

Task Need Assessment

Development of Design & Select Measure Training

Training Objectives Procedures Results

Development of Train Compare Results to

Criteria for Training Criteria
Evaluation
Feedback
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 Nine Steps in the Training Process

1. Assessing training needs

2. Preparing training plan
3. Specifying training objectives
4. Designing the training program(s)
5. Selecting the instructional methods
6. Completing the training plan
7. Implementing the training program
8. Evaluating the training
9. Planning future training
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 1) Assessing Training Needs

Conduct a training needs analysis by either one, or

both, of the following

 External approach (company, guests, society)

 Internal approach – using a staff opinion survey.

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 Exercise 2

 Imagine you are the manager of a factory

with 500 workers making ice cream for
export to Europe.
 What information and evidence do you need
before you can say the employees need
training?
 Try to list 5 ideas.

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 Response to exercise 2

 Accidents report  Staff discipline report

 Sick leave report  Staff enquiries &
 Employee compensation complaints
statistics  Guests complaints
 Product quality control
 Refusal of orders made
report
 Wastage report  Quality of product report
 Efficiency report  Market needs & trends
 Machinery out-of-order  Demographic data &
report background of employees

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 2) Preparing Training Plan

Consider whether to design a long (5-10 years),

medium (3-5 years) or short (1 year) term
plan.
 Ask your self “What are we going to achieve
in the time period?”
 Use a complete approach by using a calendar
for inputting your training activities.

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 Training Calendar Example

Training Area Month in the year

1 2 3 4 5 6 7...
Attitude
Train the trainer
Job competency
Sales techniques
Telephone manner
…
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 3) Specifying Training Objectives

Training Objectives must be specific & measurable.

Why? Very difficult to measure effectiveness after
course is finished.
 What should trainees be able to accomplish after
participating in the training program?
 What is the desired level of such accomplishment,
according to industry or organizational standards?
 Do you want to develop attitudes, skills, knowledge or
some combination of these three?

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 4) Designing the Training Program(s)

1. Program duration 7. Training location &

2. Program structure environment
3. Instruction methods 8. Criteria & methods
4. Trainers qualification for assessing
participant learning
5. Nature of trainees and achievement
6. Support resources – 9. Criteria & methods
materials, classroom for evaluating the
program

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 5) Selecting Instructional Methods

On-the job-training (OJT)

 learn while you’re working
Off -the job-training
 In house, training or classroom
 External, consultancies or attending external classes
 Independent bodies, such as government talks
 Distance learning, from books or notes
 Computer-assisted learning
 Interactive-video training
 Video conferencing, same as classroom except teachers and students are
in different locations.

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 Exercise 3

 Imagine you are the training manger of a hotel that

will open next year. Your GM asks you to develop a
training program that aims to increase the team spirit
of the newly formed Executive Committee Members.
 Your GM suggests you organize a two-day course in a
resort location from 9 to 5 for both days.
 Your task is to suggest 3 training methods that suit the
training theme described above.
Hint: this is attitude, not skills nor knowledge training
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 Response to exercise 3

Remember your training Suitable training methods you

theme was to change the might have listed:
individuals attitudes  Role-play
Employ exercises that  Games
trainees can:  Simulation exercises
 Participate in  Discussion/debate formats
 React to  Experiential exercises
 Provide feedback in  Self evaluation (e.g. video
tape trainees performance &
 Receive inspiration to
let them evaluate their own
move on behaviors).

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 6) Completing the Training Plan

 Topic – Knowledge , skill or attitude ingredient

 Method – direct (one way communication) or
indirect (discussion, games, experimental
exercises…). Important as evaluation of trainees
usually lies on the perception on what they did in the
training session
 Time – length, period, breaks important to consider
 Location – away from the office?

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 7) Implementing the Training Program

Besides trainers qualifications and experience:

 Participant selection
 Group comfort - physical & psychological
 Trainer enthusiasm & skills
 Effective communication
 Feedback mechanism
 The need to learn new training skills
 Preparation by trainers

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 8) Evaluating the Training

Three Levels of Evaluation :

1. Immediate Feedback
 Survey or interview directly after training
2. Post-Training Test
 Trainee applying learned tasks in workplace?
3. Post-Training Appraisals
 Conducted by immediate supervisors of
trainees.
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 9) Planning Future Training

Last step in the training process

 After taking all evaluated comments, trainers
should modify the programs to keep good
things and make suggested improvements
 Remember, even with the same topic for
different trainees, trainers should address many
parts of the training process again and consider
new approaches.

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 e.g. New Employee Orientation

Time Topic Method Activity

9:00-9:30 AM Welcome Speech Speech Talk & hand shake
by GM
9:30-10:00 AM Intro to Company Slide Slide Show &
Background Presentation Video Tape

3:00-4:00 PM Fire Safety Talk Security Fire Drill &

Manager Equipment

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