Chapter 8 & 9 Kirkpatrick Evaluation Model & Human Resources Training Project

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Humanities

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Hi Pal,

this is a training project which is designed to develop poor customer service in Walmart. You will see in the file attachment here chapter 1 through 7. all of them are completed.

All what you want to do is to complete chapter 8 ( evaluation ) and chapter 9 ( closing activity ).

Chapter 8 ( evaluation ) must be completed based on ( Kirkpatrick Evaluation Model ). Just use the first two steps not all of them. each steps should include just 5 question.

Chapter 9 ( closing activity ) should contain an activity that ensure to involve all participants engaged, and must be related to the topic.

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Running Head: Designing training program Designing a training program By: Nora/Abdulmajeed Professor: Dorsey Bowie State University 1 Running Head: Designing training program 2 Table of Content The problem……………………………………………………………………….3 Needs ………………………………………………………………………………5 Opening Activity……………………………………………………………………6 Terminal Activity…………………………………………………………………...6 Cognitive Objective…………………………………………………………………7 Psychomotor Objective……………………………………………………………...7 Learning Contract……………………………………………………………………8 Model I………………………………………………………………………………11 Model II………………………………………………………………………………12 References…………………………………………………………………………....14 Running Head: Designing training program 3 Chapter One The Problem Customer service is crucial to any business entity because it is the customers that pay every employee at the premises and profits for the owners. Customers decide whether the firm will remain in business or it will exit the stage. Clients are the determining factor for hiring, firing, and the success of the entire business. According to (Forbes, 2018), Walmart is performing poorly in customer service, and the American Customer Service Index has ranked the retailers at the bottom of discount retailers and departments. The drop in the customer service index and ranking have been attributed to several factors among them being poor management skills and lack of efficient training for employees' customer service skills. The ailing customer service has also been linked to low wages to employees which cut down their motivation to work with dedication. However, the whole problem revolves around Walmart's key tenets of its business model which entails large stores, low prices, and low wages. The problem at hand regarding poor customer service at Walmart will be addressed after understanding the key elements involved in customer service (Jahanshahi, Gashti, Mirdamadi, Nawaser, & Khaksar, 2011). The elements are Service, customer, and customer service. The main reason why this training is being conducted is to equip the employees with adequate skills in customer service to establish good public relations between the company and the external public. After identifying the dissatisfaction among our clients, it is necessary to conduct this training for the following reasons. 1. To provide learning, growth, and development in the field of customer service among the employees. Running Head: Designing training program 4 2. To solve and get rid of the current problem 3. To be competitive in the industry in the future 4. To equip the employees with required up to date skills in the service industry. Service: traditionally it is the exchange of goods for money between the seller and the buyer but in the competitive 21st century, it goes beyond this. Services should give clients more than just goods and other actions are taken on their behalf. Customers need self-satisfaction that will make them walk away smiling and have the urge to come back again and enjoy the same experience. That is what service should stimulate (Jahanshahi et al, 2011). Customer: They are the people who purchase goods and services that you provide. They want to be understood and taken care of by both the firm's staff and the goods and services they get in exchange for money at the premises. Customer Service: This is the perfected art of providing goods and services in a way that satisfies the customer needs and keeps them coming back ((Jahanshahi et al, 2011). Better services to customers improve the customer experience at the firm and will make them spend more on shopping and builds customers' trust in the company brand which leads to increased sales, profits, and company success. Running Head: Designing training program Chapter Two Needs Assessment Training questions 1.What day will the training start? 2.How many people will take part in the training? 3.What medium of communication is preferable for use during the training? 4. What technology is available for use? 5. Who is the responsible for any damaged technology? 6. What type of employees will be present the training? 8. How long will the training take? 9. In case of emergency, what measures are in place? 5 Running Head: Designing training program 6 Chapter Three Opening Activity Trainers will introduce themselves then proceed to give participants training forms to fill in their details pertaining name, address, phone, level of education age, and gender. The trainers will guide learners through the form filling session and then go round collecting the forms. Trainers will then ask the participants to introduce themselves and state their interest and what they look up to have gained at the end of the training program. The trainers will also write down the participants’ interests in the pragma. Objectives Terminal objective Participants will be given 3-hour training on good communication skills. At the end of the session, participants should be able to turn to take in a conversation with the customer. They should be able to know the right tone, facial expressions, and gestures to use while engaging the customers. They do it in pairs, it will be confirmed by facilitator. Activity Divide the Employees into groups and ask half of them to come up with rude customer requests and give the remaining half the role of responding to the demands made. This exercise is aimed at training the employees on how to handle customers who turn up in bad moods. Knowing that not all customers will come smiling will quip the staff in the right moods to handle customers with any attitude. Running Head: Designing training program 7 Cognitive objective Participants will be given 3-hour training on how to respond to customers both on phone and at the premises (Sitzmann, Ely, Brown, & Bauer, 2010). Trainers will teach participants how to explain the product details to customers who ask about products and how to guide them to make the best choice regarding multiple products. They will d it in pairs, will be confirmed by the facilitator. Activity Get volunteers to answer a couple of questions regarding different topics within your field accurately. Call up other volunteers and ask them the same questions while explaining to them before allowing them to answer. From there it can be guessed on how frustrated the first lot was by getting all the questions wrong because they came from the field, they weren't familiar with. This training activity enables the staff to realize the importance of explaining the product to the customers. Informing the customers about the products helps them make an informed decision and buy the right product to satisfy their needs other than blindly buying the wrong product and ends up never showing up at your premises again. Psychomotor objective Give 3-hour training on teamwork. Train participants on how to work together as a team towards achieving organizational goals (Ross, 2012). Participants should be able to realize the main goal of the training which is improving customer service and be ready to apply the knowledge gained in training towards achieving it. They will do it in pairs, it will be confirmed by the facilitator. Activity Running Head: Designing training program 8 Road trips: Divide the staff into groups and have them come up with a trip parking list and collect the answers. For the second time give them a destination and ask them to come up with the packing list for a road trip to that particular venue. In the two examples, the staff will recognize the difference in planning for unknown trips and planning for the one they know. This is aimed at enabling the employees to realize the importance of realizing the goals and objectives of the company which is always aimed at customer satisfaction before profit comes in. Chapter Five Training Learning Contract After the introduction, trainers will create a learning contract with participants on the guidelines of the training. Among the instructions will be how to conduct themselves throughout the training. Below are some of the guidelines to be established. • Cell phones to stay in silent mode and when it is an emergency call, one is free to walk out. • No pointing of fingers at each other. Make sure to respect and no raising voices over others. • If you need any help feel free to ask for it. • The training will begin at 9 am to 3 pm and there will be a 30 minute break after each session. • When someone is talking, do not interrupt let them complete their statement • Participants to fill in the contact form below. Running Head: Designing training program 9 Customer Service Training Duration_____________________________ Date__________________________ This contract is meant to establish a mutual understanding among the learner, supervisor, and field instructor before placement and hiring. The purpose of the training is to enhance customer services at Walmart. The competencies are contained herein, and the learner is supposed to identify individual tasks to meet the competence. The learner will engage the supervisors and field instructors for tasks, learning needs, and the practical competencies needed by the Sales Department. The contract will materialize after assessment and when all the three parties meet to review and sign it. Leaner’s Details Name Address Phone Email Training Sponsor _________________________________________ Training Information: Training Site ______________________________________ Running Head: Designing training program 10 Address_____________________________________________ Phone ________________________________________________ Supervisor___________________________________________ Instructor ____________________________________________ The form below will be filled by the learner after consultations with the supervisor and the field instructor. Each goal should have at least two (2) strategies. The form will only be valid after being signed by both the field supervisor and instructor. Goals Activities Date Evaluation Learn evaluation skills Application of skills Assessing Critical thinking Values and ethic awareness Advocacy Skills Competency This contract has been read, understood, and discussed by the learner, supervisor, and the instructors. All parties have agreed to adhere and fulfill the contract. Learner________________________________________ Date_____________ Sign__________ Running Head: Designing training program Supervisor ____________________________________ Date______________ Sign__________ Field Instructor_________________________________ Date_____________ Sign___________ 11 Running Head: Designing training program 12 Chapter Six Model I Cognitive Activity Participants to be trained on how to make the premises a comfort zone for customers to keep them coming back (Sitzmann, et al, 2010). Trainers will divide the room into five sections then ask the learners to occupy the sections in groups and perform activities such as reciting the alphabet will jumping. The learners must switch positions after every 30 seconds and ensure they have stepped in every section. Now tell the learners to go into the section they were more comfortable in. at the end of this, you will find many learners in one section. This will help the learners understand the benefits of providing a comfortable and attractive shopping atmosphere for customers when they interact with them. Running Head: Designing training program 13 Chapter Seven Model II Psychomotor Activity Staff will also engage in filling customer-based word puzzles and broken passage puzzles where they will be needed to find suitable answers to regular staffclient encounter situations (Ross, 2012). They will also engage in telephone conversations with each other from a staff-customer perspective to train them on how to handle clients on phone. employees will be taught how to talk to customers in a polite and friendly manner with the Dos and Don'ts. Wrong Response Right Response “I don’t know” “Let me find out” “That is not my Work” “Let me find you the right person” “It is not my fault” “Let me see what I can do about it” “When do you want it” “We will get it for you on time” “Calm down” “We are sorry” “I am busy now” “Just a minute I will be at your service” “Call us back” “We shall get back to you” Employees will also be trained on how to make contact with customers while servicing them. This includes gestures and general appearances as discussed below. • Smiling: Relaxed facial gestures are welcoming and likely to attract customers and motivate them to engage you. • Eye contact: Always establish eye contact with customers while serving them. It makes them trust you and perceive your services to be genuine. • Attentiveness: Always be attentive while engaging customers. Lean slightly towards customers and nod your head to affirm to their conversations. • Tone: Talk to customers in friendly tones. Never raise your voice towards them in frustration no matter how hard they get to your nerves • Dress Code: Always dress to impress. Clients always have the notion that smartly dressed people are knowledgeable in their field and therefore clients will always feel free to ask you anything concerning your services. Running Head: Designing training program • 14 Shaking hands: Most clients prefer shaking hands as a sign of greetings and parting when they have been served. Always make the handshake firm. Running Head: Designing training program References Council, O. C. (2014). Decision-Request for Exemption from Contract Procedure Rules-Further Education provision for High Needs learners. Holliday, L. T. C., & Janet, F. E. T. (2012). The Needs to Standardize Training and Employment. Military Review, 91. Jahanshahi, A. A., Gashti, M. A. H., Mirdamadi, S. A., Nawaser, K., & Khaksar, S. M. S. (2011). Study the effects of customer service and product quality on customer satisfaction and loyalty. International Journal of Humanities and Social Science, 1(7), 253-260. Kindström, D., Kowalkowski, C., & Sandberg, E. (2013). Enabling service innovation: A dynamic capabilities approach. Journal of business research, 66(8), 1063-1073. Ross, J. G. (2012). Simulation and psychomotor skill acquisition: A review of the literature. Clinical Simulation in Nursing, 8(9), e429-e435. Sitzmann, T., Ely, K., Brown, K. G., & Bauer, K. N. (2010). Self-assessment of knowledge: A cognitive learning or affective measure? Academy of Management Learning & Education, 9(2), 169-191. 15 Running Head: Designing training program 16 Kirkpatrick Evaluation Model Level 4 Results What benefits has the organization experienced as a result of the training? Level 3 Behavior Have participants applied what they learned from the training? Level 2 Learning How much did participants learn from the training and have their skills improved? How did participants respond to the training? Level 1 Reaction Made in Lucidchart
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Attached.

Running Head: Designing training program

Designing a training program
By: Nora/Abdulmajeed
Professor: Dorsey
Bowie State University

1

Running Head: Designing training program

2

Table of Content
The problem……………………………………………………………………….3
Needs ………………………………………………………………………………5
Opening Activity……………………………………………………………………6
Terminal Activity…………………………………………………………………...6
Cognitive Objective…………………………………………………………………7
Psychomotor Objective……………………………………………………………...7
Learning Contract……………………………………………………………………8
Model I………………………………………………………………………………11
Model II………………………………………………………………………………12
References…………………………………………………………………………....14

Running Head: Designing training program

3

Chapter One
The Problem
Customer service is crucial to any business entity because it is the customers
that pay every employee at the premises and profits for the owners. Customers decide
whether the firm will remain in business or it will exit the stage. Clients are the
determining factor for hiring, firing, and the success of the entire business. According
to (Forbes, 2018), Walmart is performing poorly in customer service, and the
American Customer Service Index has ranked the retailers at the bottom of discount
retailers and departments.
The drop in the customer service index and ranking have been attributed to
several factors among them being poor management skills and lack of efficient
training for employees' customer service skills. The ailing customer service has also
been linked to low wages to employees which cut down their motivation to work with
dedication. However, the whole problem revolves around Walmart's key tenets of its
business model which entails large stores, low prices, and low wages. The problem at
hand regarding poor customer service at Walmart will be addressed after
understanding the key elements involved in customer service (Jahanshahi, Gashti,
Mirdamadi, Nawaser, & Khaksar, 2011). The elements are Service, customer, and
customer service. The main reason why this training is being conducted is to equip the
employees with adequate skills in customer service to establish good public relations
between the company and the external public. After identifying the dissatisfaction
among our clients, it is necessary to conduct this training for the following reasons.
1. To provide learning, growth, and development in the field of customer service
among the employees.

Running Head: Designing training program

4

2. To solve and get rid of the current problem
3. To be competitive in the industry in the future
4. To equip the employees with required up to date skills in the service industry.
Service: traditionally it is the exchange of goods for money between the seller
and the buyer but in the competitive 21st century, it goes beyond this. Services should
give clients more than just goods and other actions are taken on their behalf.
Customers need self-satisfaction that will make them walk away smiling and have the
urge to come back again and enjoy the same experience. That is what service should
stimulate (Jahanshahi et al, 2011).
Customer: They are the people who purchase goods and services that you
provide. They want to be understood and taken care of by both the firm's staff and the
goods and services they get in exchange for money at the premises.
Customer Service: This is the perfected art of providing goods and services in
a way that satisfies the customer needs and keeps them coming back ((Jahanshahi et
al, 2011). Better services to customers improve the customer experience at the firm
and will make them spend more on shopping and builds customers' trust in the
company brand which leads to increased sales, profits, and company success.

Running Head: Designing training program
Chapter Two
Needs Assessment
Training questions
1.What day will the training start?
2.How many people will take part in the training?
3.What medium of communication is preferable for use during the training?
4. What technology is available for use?
5. Who is the responsible for any damaged technology?
6. What type of employees will be present the training?
8. How long will the training take?
9. In case of emergency, what measures are in place?

5

Running Head: Designing training program

6

Chapter Three
Opening Activity
Trainers will introduce themselves then proceed to give participants training forms to
fill in their details pertaining name, address, phone, level of education age, and
gender. The trainers will guide learners through the form filling session and then go
round collecting the forms. Trainers will then ask the participants to introduce
themselves and state their interest and what they look up to have gained at the end of
the training program. The trainers will also write down the participants’ interests in
the pragma.
Objectives
Terminal objective
Participants will be given 3-hour training on good communication skills. At
the end of the session, participants should be able to turn to take in a conversation
with the customer. They should be able to know the right tone, facial expressions, and
gestures to use while engaging the customers. They do it in pairs, it will be confirmed
by facilitator.
Activity
Divide the Employees into groups and ask half of them to come up with rude
customer requests and give the remaining half the role of responding to the demands
made. This exercise is aimed at training the employees on how to handle customers
who turn up in bad moods. Knowing that not all customers will come smiling will
quip the staff in the right moods to handle customers with any attitude.

Running Head: Designing training program

7

Cognitive objective
Participants will be given 3-hour training on how to respond to customers both
on phone and at the premises (Sitzmann, Ely, Brown, & Bauer, 2010). Trainers will
teach participants how to explain the product details to customers who ask about
products and how to guide them to make the best choice regarding multiple products.
They will d it in pairs, will be confirmed by the facilitator.
Activity
Get volunteers to answer a couple of questions regarding different topics
within your field accurately. Call up other volunteers and ask them the same questions
while explaining to them before allowing them to answer. From there it can be
guessed on how frustrated the first lot was by getting all the questions wrong because
they came from the field, they weren't familiar with. This training activity enables the
staff to realize the importance of explaining the product to the customers. Informing
the customers about the products helps them make an informed decision and buy the
right product to satisfy their needs other than blindly buying the wrong product and
ends up never showing up at your premises again.
Psychomotor objective
Give 3-hour training on teamwork. Train participants on how to work together as a
team towards achieving organizational goals (Ross, 2012). Participants should be able
to realize the main goal of the training which is improving customer service and be
ready to apply the knowledge gained in training towards achieving it. They will do it
in pairs, it will be confirmed by the facilitator.
Activity

Running Head: Designing training program

8

Road trips: Divide the staff into groups and have them come up with a trip
parking list and collect the answers. For the second time give them a destination and
ask them to come up with the packing list for a road trip to that particular venue. In
the two examples, the staff will recognize the difference in planning for unknown
trips and planning for the one they know. This is aimed at enabling the employees to
realize the importance of realizing the goals and objectives of the company which is
always aimed at customer satisfaction before profit comes in.
Chapter Five
Training Learning Contract
After the introduction, trainers will create a learning contract with participants on
the guidelines of the training. Among the instructions will be how to conduct
themselves throughout the training. Below are some of the guidelines to be
established.


Cell phones to stay in silent mode and when it is an emergency call, one is
free to walk out.



No pointing of fingers at each other. Make sure to respect and no raising
voices over others.



If you need any ...


Anonymous
Awesome! Perfect study aid.

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