Description
Create a written proposal in which you detail the complete design of an employee training program.
Write a six to eight (6-8) page paper in which you:
Design a two (2) day training program for a group of twenty (20) employees.
Identify two to three (2-3) training needs though a Training Needs Analysis (TNA) and justify an approach for this training.
Develop the training objective for this program based on an analysis of the business.
- Determine the training cost for the training program you are proposing. Include a detailed breakdown of time allotted for each piece, the subsequent cost analysis, and the total cost for the project as a whole.
- Select key training method(s) to deliver the program to employees, such as an e-Learning module or a one-day face-to-face training program.
- Create an agenda of activities for the training program.
Explanation & Answer
Attached.
Running head: DESIGNING A TRAINING PROGRAM
Designing a Training Program
Student’s Name
Professor’s Name
Course Title
Date
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DESIGNING A TRAINING PROGRAM
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Designing a Training Program
Introduction
Training plays an integral role in organizations to achieve specific goals such as help
employees acquire new skills, improve on existing ones, enhance performance and increase
productivity (Shields et al., 2015). In addition, training fosters high effectiveness and efficiency of
employees and the entire organization. Many business corporations emphasize on training and
development in areas such as the integration of technology to business transactions, and planning
strategies and decision making for office and market sectors. Besides, training for employees is
essential for business continuity. This write-up describes a proposal for employee training program
regarding business continuity management at Verizon Communications Inc. The training program
covers a total of twenty call center employees in charge of customer services.
Purpose of the Training Program
The customer service training program will take two days to allow trainees to develop
consistent and professional skills which improve communication with customers at call centers.
Besides, the call center employees will gain better skills for engaging with clients and catering for
their inquiries effectively and efficiently. Communication, understanding, and response to questions
and concerns of customers will improve the expertise of the employees. As such, customer services
training will help to identify competency vital for successful business operation. Also, the training
will enhance the improvement and value addition to the ever-changing expectations and accomplish
a complete understanding of customer relationships. Training needs analysis (TNA) is vital in any
stylish training program (Cohen, 2017). It helps to pinpoint the training and development needs of
employees that will enhance the efficient and effective delivery of services. Besides, TNA will
predict whether training would solve workplace problems. Furthermore, employees will grow and
develop in their areas of specialization.
Training Needs
DESIGNING A TRAINING PROGRAM
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TNA’s are classified as either reactive or proactive (Ford, 2014). The proactive TNA strives
to create a training plan, whereas reactive TNA pinpoints training needs after the occurrence of a
problem. Needs analysis predicts the triggering factors that affect the performance of employees. An
organizational analysis encompasses the screening of its internal environment to verify elements that
affect employees (Blanchard, & Thacker, 2013). After interviewing the call center employees in
charge of providing customer services, the first training need pinpointed through the nee...
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