EMPLOYEE TRAINING 2

Employee Training

Employee training is important in ensuring that the organization keeps up with industry
standards. Through training, the organization will manage to improve the level of performance,
and this will translate into high levels of competitiveness. The level of employee engagement
will also improve with training. Employee training will equip employees with the necessary
skills required for them to deal with customers effectively. The efficiency and effectiveness of
employees will improve as a result of the training process. Training must be based on a thorough
analysis of the organization. A needs assessment is one of the tools that can help the organization
come up with an effective training program. An analysis of the current level of competency can
help identify the needs and, in so doing, help the management to make informed decisions.
Justification of a Needs Assessment
A training needs assessment helps identify the current level of competency, and in so
doing, helps an organization to develop a comprehensive training program. In our company, a
training needs assessment will help ensure the optimal allocation of scarce resources. Training
employees in all areas may be difficult owing to the scarce resources (Ferdous & Razzak, 2012).
As a result, through a training needs assessment, the resources will be allocated optimally, and
this will enhance the performance of the startup company. The needs assessment will be useful in
identifying the gaps between customer expectations and the employees’ level of performance.
Customer satisfaction is hinged on whether or not customer expectations are met (Ferdous &
Razzak, 2012). The needs assessment will also help identify the deficiency in the level of
employees’ knowledge. The level of performance depends on the level of knowledge that exists
in an organization. The implication is that the training needs assessment will help identify

EMPLOYEE TRAINING 3
performance deficiency that can be directly traced to a lack of sufficient knowledge. A robust
training program that will overcome the deficiencies will be developed. Through a thorough
training needs assessment, the organization will focus on improving the employees’ skill level.
A training needs assessment will help employees improve their time management skills.
Employees fail to achieve success owing to a lack of proper time management. A training needs
assessment will be key in ensuring that the organization gets a glimpse of how employees utilize
their time. In addition, a training needs assessment will help identify areas of weakness (Ferdous
& Razzak, 2012). A training program will be based on strengthening the areas of weakness. A
needs assessment will show whether employees are ready to be trained. The success of training
depends on the willingness of employees to embrace training. The needs assessment will also
help structure the training in accordance with the overall strategy of the organization. Through a
needs analysis, organizational goals will be incorporated in the training process (Ferdous &
Razzak, 2012).
Training Implementation Plan
The training implementation will involve several key processes. The first step is the
identification of the skills and knowledge of employees. It is important to start by coming up
with the training needs. Identification of the training needs can only be made through an analysis
of the current level of skills. Employees will be interviewed to identify gaps and deficiencies in
their knowledge and skill level. The next step is to identify the needs of customers. Analyzing
customer expectations helps come up with an effective training program. In any business,
success depends on customer satisfaction. To this end, the training can only be effective if it
helps the employees serve customers effectively. Interviewing customers and having customers
fill feedback forms online can help in the development of an effective training program.

EMPLOYEE TRAINING 4
The next step is the development of a lesson plan. Training requires lesson plans that
cover the identified problems in the organization. Presentations will help ensure that the
facilitators have time to impact on the trainees by delivering content. The next step will be
scheduling the program and selecting the trainers. Trainers will be experts in the field of
customer service. In addition, a schedule will be created to ensure that all-important aspects are
covered. The final steps are the implementation and evaluation. The evaluation will be done on a
continuous basis. The evaluation will help ensure that the training meets its desired outcomes.
Monitoring the behavior of customers as well as analyzing the attitude of employees will help
monitor the success of the program.
Justification of the Training Method
Presentations are important because they ensure that that facilitator meets employees face
to face. Face to face meetings helps in building trust and strengthening relationships.
Presentations are effective since the employees have a chance to ask questions and seek
clarification on issues they do not understand. Presentations are also helpful because they create
employee engagement (Aguinis & Kraiger, 2009). It is easier to engage the audience through
presentations. The employees have a unique opportunity of following the logic of a presentation.
Through presentations, it is easier for a trainer to get their message across employees.
Presentations are also flexible. It is easy for a presenter to change information and to adapt
quickly. Presentations can easily be modified to be in line with the needs of the employees. The
training program will include regular evaluation, and this means that the use of presentations will
ensure that new information can be incorporated into the training program.
Methods of Motivating Employees

EMPLOYEE TRAINING 5
Companies often devote a huge amount of resources to employee training. The main
motivation is that training will help enhance the skills of employees and, in so doing, improve
the overall performance of the organization. However, the efforts to ensure that training
improves the overall productivity face various stumbling blocks (Shammot, 2014). Worker
negativity and lack of enthusiasm are some of the main problems that an organization could face
in its efforts to implement an effective training program. The organization can deal with the
problem by motivating employees.
One of the methods of motivating employees is the provision of a compelling reason to
participate. Most employees resist change, and this can be a major problem. It is important to
ensure that all employees are on board. Meeting employees and communicating the advantages
of the training can help overcome the problems associated with the training (Shammot, 2014). It
is also important to show employees the problems associated with the current level of skill
deficiency. In addition, offering incentives can help motivate employees. Incentives should be
communicated to all employees. Incentives may include extra pay for attending the training
sessions. Employees can also be given certificates at the end of the training period. Training
certificates help employees in their future career endeavors.
Survey
A post-training survey is important since it will help evaluate whether the training
process is impactful. Through a detailed survey, areas that can be improved in the future will be
identified. The overall training effectiveness will also be evaluated. The evaluation will be
conducted by filling the following questionnaire:
Employee’s Name……………

EMPLOYEE TRAINING 6
Age……………………..
Department…………………
Job Designation ……………………
Please Tick Appropriately

1. How would you rate the level of preparation undertaken before the training?
   o Very Good
   o Good
   o Fair
   o Poor
2. Were the training objectives clearly stated before the course began
   o Yes
   o No
3. How would you rate the quality of orientation?
   o Very satisfied
   o Fairly satisfied
   o Neutral
   o Dissatisfied
   o Very dissatisfied
4. How would you rate the quality of training?
   o Very satisfied
   o Fairly satisfied
   o Neutral

EMPLOYEE TRAINING 7

o Dissatisfied
o Very dissatisfied

5. How would you rate the management’s efforts towards improving performance?
   o Very satisfied
   o Fairly satisfied
   o Neutral
   o Dissatisfied
   o Very dissatisfied
6. What’s your reaction to the time period of training?
   o Very satisfied
   o Fairly satisfied
   o Neutral
   o Dissatisfied
   o Very dissatisfied
7. What’s your reaction to the opportunities for practice given?
   o Very satisfied
   o Fairly satisfied
   o Neutral
   o Dissatisfied
   o Very dissatisfied
8. How do you believe the training program can be improved in the future?
9. What is your overall experience?
10. Do you feel that the training will help you improve customer service?

EMPLOYEE TRAINING 8

References

Aguinis, H., & Kraiger, K. (2009). Benefits of training and development for individuals and
teams, organizations, and society. Annual review of psychology, 60, 451-474.
Ferdous, T., & Razzak, B. M. (2012). Importance of training needs assessment in the banking
sector of Bangladesh: a case study on National Bank Limited (NBL). International
Journal of Business and Management, 7(10), 63.
Shammot, M. M. (2014). The role of human resources management practices represented by
employee’s recruitment and training and motivating in realization competitive
advantage. The Retail and Marketing Review, 10(2), 18-37.

EMPLOYEE TRAINING