BUS 407 – Week 9 Discussion – Key Areas of Training

Part 1

Week 9 Discussion – Key Areas of Training

Prepare

Watch the following scenario to prepare for this week’s discussion:

Additional Training. Download a transcript of the video Download transcript of the video.

Respond

Based on the discussion preparation scenario, select one of the four key areas of training and assess the likelihood that the chosen training area will enhance business development through increased ROI.

Part 2

Post at least one substantive comment to another student’s post (Brittany D.)

Hello Everyone,

One of the four key areas of training that I believe will enhance business development through increased ROI is Team Training.

Team Training:

Likelihood of Enhancing ROI: High Rationale: Team training directly impacts productivity, efficiency, and innovation within the organization. For Taormina’s call center, where teamwork and collaboration are essential for providing excellent customer service, investing in team training can yield significant benefits.

1. Improved Customer Service: Effective team training can enhance the skills and knowledge of call center agents, enabling them to better understand customer needs, handle inquiries more efficiently, and resolve issues effectively. This leads to higher customer satisfaction, repeat business, and positive word-of-mouth referrals, ultimately driving revenue growth and increasing ROI.
2. Enhanced Operational Efficiency: By streamlining processes, optimizing workflows, and improving coordination among team members, team training can boost operational efficiency within the call center. This translates to shorter call handling times, reduced wait times for customers, and increased throughput, allowing the call center to handle a larger volume of inquiries with the same resources, thereby maximizing ROI.
3. Reduced Errors and Complaints: Comprehensive team training can help standardize procedures, reinforce best practices, and minimize errors or discrepancies in customer interactions. As a result, the frequency of customer complaints, escalations, and costly service errors can be reduced, leading to lower operational costs and improved profitability for Taormina’s call center.
4. Employee Engagement and Retention: Investing in team training demonstrates a commitment to employee development and career advancement, which can boost morale, motivation, and job satisfaction among call center agents. Engaged employees are more likely to stay with the company, reducing turnover rates and associated recruitment costs. Additionally, a skilled and cohesive team contributes to a positive work environment, fostering loyalty and long-term commitment, which ultimately contributes to increased ROI.

Team training plays a vital role in strengthening the performance, efficiency, and effectiveness of Taormina’s call center operations. By investing in the development of its call center teams, Taormina can achieve tangible business outcomes, including improved customer service, operational efficiency, error reduction, and employee retention, all of which contribute to increased ROI and sustained business growth.

BUS407 Week 9 Scenario Script: Additional Training
Slide #
Slide 1
Scene/Interaction
Scene 1 / Taormina Conference
Room
(Talking to the student)
Narration
Deborah: Hello!
Last week, we reviewed the importance of
evaluating training programs and we
reviewed the steps of the evaluation
process.
We also understood how important it is to
evaluate the process data and the outcome
data. During the past eight weeks, we have
covered the steps of the training design
process.
Using the training process model, we have
successfully created a training program for
Taormina’s call center employees.
Creating this training program for the call
center is a great short-term plan. However,
the company will need many other training
programs in the long-term.
Today, we will review five key areas of
organizational training. These areas are
orientation training, diversity training,
sexual harassment training, team
training, and cross-cultural training.
These five key areas will provide you, as a
training specialist, with enough tools to
create training opportunities to enhance the
business performance of Taormina.
Let’s get started!
2
Scene 2 / Deborah’s Office
(Talking to the student)
Deborah: As a training specialist, you need
to understand the value of orientation
training, also known as onboarding.
Orientation training is the most common
type of training program. However, it is
also the most neglected. It’s important for
you to understand the way to create
effective orientation training, so that it isn’t
done haphazardly.
Through orientation training, new
employees are able to learn about the way
the organization works and what it values.
It is often considered to be the socialization
process for new employees.
An onboarding session could be short, as
little as half a day – or long, up to several
weeks. The length of time will depend on
the type of business and the specific tasks
that make up the position.
Orientation training is important because it
will set the tone of management’s
expectations for the job. It will also inform
the employee about what to expect on the
job. Both are critical to guarantee the
effectiveness of the employee’s
performance.
Some positive outcomes that may result
from an effective orientation are the
reduction of anxiety, role ambiguity, and
turnover, as well as the improvement of
commitment levels.
Let’s complete an activity to review your
knowledge of orientation training.
Slide 3
Check Your Understanding
Interaction
Answer 1: Incorrect! A TNA is important
to determine any hidden issues that need to
be addressed in the training. However, it
This will be completed in the form of is not enough to create effective training.
an interactive slide where students
will apply their knowledge of the
Answer 2: Incorrect! It is important to
situation.
design the training in order to have a proper
direction for the program. However, it is
For future orientation training in
not enough to create effective training.
Taormina’s call center, what aspects
of the training process model should Answer 3: Incorrect! Development will be
be used?
crucial in order to create and gather the
materials necessary to conduct the training
Needs Analysis Phase: Incorrect! A
TNA is important to determine any
hidden issues that need to be
addressed in the training. However,
it is not enough to create effective
training.
Design Phase: Incorrect! It is
important to design the training in
order to have a proper direction for
the program. However, it is not
enough to create effective training.
Development Phase: Incorrect!
Development will be crucial in order
to create and gather the materials
necessary to conduct the training
program. However, it is not enough
to create effective training.
program. However, it is not enough to
create effective training.
Answer 4: Incorrect! Testing the training
program and evaluating its effectiveness
are essential in order to ensure that training
objectives are being met. However, it is
not enough to create effective training.
Answer 5: Correct! All of the phases of
the training process model are necessary
for orientation training. Even though
the tasks new hires need to learn may
seem fairly obvious, working through
each step will ensure the most effective
training.
Implementation and Evaluation
Phase: Incorrect! Testing the
training program and evaluating its
effectiveness are essential in order to
ensure that training objectives are
being met. However, it is not
enough to create effective training.
The Entire Training Process
Model: Correct! All of the phases
of the training process model are
necessary for orientation training.
Even though the tasks new hires
need to learn may seem fairly
obvious, working through each
step will ensure the most effective
training.
Slide 4
Scene 3/Deborah’s Office
Deborah: Great job! Even though we have
created one training program for Taormina,
it will be important to work through each
step of the training process model
whenever we design a new type of training.
Since we understand the value of effective
onboarding training, we can now review
the other four key areas of organizational
training.
Slide 5
Interactive slide
Slide 6
This will be an interactive activity
where students will learn each of the
remaining key areas of
organizational training.
Key Area Definition
Diversity Training
Focuses on enhancing understanding
of differences that are found among
people of various backgrounds.
Sexual Harassment Training
Focuses on preventing bullying or
coercion of a sexual nature, or the
unwelcome or inappropriate promise
of rewards in exchange for sexual
favors.
Team Training
Focuses on increasing work quality
in the organization by enhancing
teamwork among co-workers.
Cross-Cultural Training
Focuses on formal efforts to prepare
people for more effectiveness.
interpersonal relations, and for job
success when they interact
extensively with individuals from
cultures other than their own.
Scene 5/ Deborah’s office
Do you remember what they are?
Button 1: Diversity training focuses on
enhancing understanding of differences that
are found among people of various
backgrounds.
Button 2: Sexual harassment training
focuses on preventing bullying or coercion
of a sexual nature, or the unwelcome or
inappropriate promise of rewards in
exchange for sexual favors.
Button 3: Team training focuses on
increasing work quality in the organization
by enhancing teamwork among co-workers.
Button 4: Cross-cultural training focuses
on formal efforts to prepare people for
more effective interpersonal relations, and
for job success when they interact
extensively with individuals from cultures
other than their own.
Deborah: Okay!
Today we reviewed five key areas of
organizational training. These areas are
orientation training, diversity training,
sexual harassment training, team training,
and cross-cultural training.
Our focus for today was on orientation
training, or onboarding. This is the most
common type of training, and the most
neglected. It is important to remember that
you need to go through the training process
model for each type of training you design.
We can develop a training effort to cover
any of the key areas of organizational
training using the training process model
we have learned during the past eight
weeks.
Remember, you need to develop a specific
training objective. Then, you can adjust the
design phase to fit the available resources.
Please participate in discussions about the
topics we covered today, as well as
completing relevant e-Activities.
See you soon!