Question

Paul Jordan has just graduated from high school and has accepted the job of help desk specialist in the home office of the DurandOil Co. As a customer service representative at the help desk, Paul answers customer questions by phone, fax, e-mail, and web-based technologies. Software is provided to assist help desk specialists in quickly finding answers to commonly asked questions about aboutparticular products and services. It is your plan, as administrative manager, to have each worker, such as Paul, properly trained before actual employment begins. Your budget allows you to pay all new workers an hourly wage of $9.50 during the initial training period. After having successfully completed the entry-level training program, the new workers will be placed on an annual salary of $20,000 to $21,750during the three-month probationary period. Outline a complete plan for training the entry-level office workers in your department to include the particular areas of training and methods that can be used for each area of training.

1. How will you determine where employees are in their skill level so that you can make an evaluation of the training needed?

2. What plans do you need in place to assess the training program to find out if it is doing what it needs to be doing for the new workers?

3. If workers feel they are competent when they arrive on the job, how will you convince them to take the training you are offering? Or will you?

Answer 1

1. To measure the skill and competency level of the employees, a test can be conducted to check the technical competency and a BEI interview can be conducted to check the behavioural and mental capability. The results of both these tests will be analysed and compared with the standard competency dictionary of the company. Competency dictionary has the standard skills and competencies required by the different job roles in the company. Accordingly the gap in the skill and competency level for each employee can be mapped and their training needs can be identified.

2. Kirkpatrick’s 4-Level Training Evaluation model can be used to check the training effectiveness. The different levels of evaluation are as follows:

• Reaction: The immediate reaction of the employees about the training program will be recorded. The reaction will share employee’s insight about the training content, the mode of training used as well as feedback about the trainer.
• Learning: A pre and post test can be conducted to check the learning and grasping level of the employees from the training.
• Behavior: The supervisor and manager of the employees who received training, will observe their behavior and technical competencies over a period of time, and then share their feedback if the training was effective for the employee or not.
• Result: Changes in the financial metrics of the department where the employee belongs or the job role which the employee handles, will give quantified results of the training program

3. AN overview of the training program will be shared with the employees. The importance and relevancy of the training program will be explained to them. Moreover a pre test will be conducted to assess and portray their current standing in the domain. This will help in convincing the employees that the training is quite relevant and important for their job role.