This instructional plan allowed me to fully understand the proper steps to set up a course. It gave me the outline necessary to create an effective plan to train others. It gave me the opportunity to create and to foresee any problems that come.
This document provides information about Avenue Seven, a training and development company. It outlines their vision to bring meaningful and lasting change through effective training. Their mission is to improve business performance by creating partnerships with clients to help them achieve their objectives. Core values include putting customers first and encouraging new ideas. Strengths include a focus on quality, innovation and customer service. Training modules cover topics like leadership, sales management and marketing. The methodology involves presentations, role playing, case studies and real world exercises. Training is provided for various sectors and durations typically range from 1-2 days depending on the module. Contact details are provided at the end.
This document discusses on-the-job training, job design, and computer-based training. It defines on-the-job training as training employees receive during their normal workday. It notes that OJT can be used to teach single skills or tasks and as part of a structured process including preparation, presentation, evaluation, and feedback. The document also discusses job design which involves specifying job content, methods, responsibilities, and location. Computer-based training is presented as an alternative to manuals that allows for interaction, but can feel isolating compared to software packages.
An Integrated Business student at the University of Central Florida will work part-time as a student to complete the requirements of the IB program. They will take 8 required business courses and 1 elective course while demonstrating strong teamwork, leadership, presentation, and integrity skills. The program helps students develop soft skills and a broad understanding of business, including financial, analytical, and communication abilities, to meet the challenges of today's changing marketplace. Working conditions will require hard work, with students spending at least 2 hours studying per class and adjusting to a flipped classroom model, and being tested on their understanding of small and medium-sized companies.
This document proposes a training plan to address the low level of training received by frontline staff at Patel-telecom Customer Care. Currently, the training penetration rate is only 30%. The plan involves conducting a skills audit and training needs analysis to identify competency gaps. A blended learning approach including classroom training, e-learning and self-study is recommended. The curriculum will have three tiers for new hires, specialists and managers. Metrics such as training penetration rate, customer satisfaction, and time to competency will evaluate the plan's impact. Strategies to raise the training penetration rate to 80% include alternative delivery methods like e-learning, knowledge sharing sessions, and self-study.
Learning Assessment and Evaluation - Train the Trainers ClassAkeem Akinfenwa
The document outlines the key stages and methods of evaluating training programs. It discusses:
1. The immediate reaction level which evaluates trainees' opinions after training through feedback forms.
2. The learning level which assesses knowledge gained through tests at the end of training.
3. The behavior level which evaluates if knowledge was applied on the job through observation and feedback over time.
4. The ultimate outcome level which measures how training impacted results like productivity and profits.
The document provides details on benefits, problems, and solutions for each evaluation level to help trainers effectively assess training programs.
Seven Steps To Creating Training MaterialsGreg Consulta
The document outlines a 7-step process for developing and delivering an effective training program: 1) conduct a needs analysis to identify knowledge, skills, and operational training objectives; 2) set objectives that are realistic and meet business needs; 3) develop training materials appropriate to the needs and medium; 4) design evaluation materials to assess objectives; 5) implement the training; 6) evaluate the training and participant feedback; 7) modify future trainings based on evaluation results. It also recommends that training departments build partnerships by understanding the business, being engaged, offering training solutions, and hiring experienced consultants.
This document provides guidance on preparing a basic training module. It discusses assessing learners' needs, designing the training to meet those needs, and developing the content and presentation. Key aspects include using the ADD concept of assessment, design, and development; considering learners' existing knowledge, needs, and expectations; and using effective presentation techniques like varying activities, using visuals, and practicing delivery. The goal is to create a simple, clear module that conveys the necessary information and skills to learners.
The document outlines 10 principles of competency-based training (CBT): 1) Training is based on competency standards and develops modular, self-paced, individualized learning based on work requirements. 2) Assessment involves collecting evidence of on-the-job performance against industry standards. 3) Training includes both on and off-the-job components, recognizes prior learning, and allows for multiple entry and exit points. Programs are registered with the national qualifications system.
This document provides information about Avenue Seven, a training and development company. It outlines their vision to bring meaningful and lasting change through effective training. Their mission is to improve business performance by creating partnerships with clients to help them achieve their objectives. Core values include putting customers first and encouraging new ideas. Strengths include a focus on quality, innovation and customer service. Training modules cover topics like leadership, sales management and marketing. The methodology involves presentations, role playing, case studies and real world exercises. Training is provided for various sectors and durations typically range from 1-2 days depending on the module. Contact details are provided at the end.
This document discusses on-the-job training, job design, and computer-based training. It defines on-the-job training as training employees receive during their normal workday. It notes that OJT can be used to teach single skills or tasks and as part of a structured process including preparation, presentation, evaluation, and feedback. The document also discusses job design which involves specifying job content, methods, responsibilities, and location. Computer-based training is presented as an alternative to manuals that allows for interaction, but can feel isolating compared to software packages.
An Integrated Business student at the University of Central Florida will work part-time as a student to complete the requirements of the IB program. They will take 8 required business courses and 1 elective course while demonstrating strong teamwork, leadership, presentation, and integrity skills. The program helps students develop soft skills and a broad understanding of business, including financial, analytical, and communication abilities, to meet the challenges of today's changing marketplace. Working conditions will require hard work, with students spending at least 2 hours studying per class and adjusting to a flipped classroom model, and being tested on their understanding of small and medium-sized companies.
This document proposes a training plan to address the low level of training received by frontline staff at Patel-telecom Customer Care. Currently, the training penetration rate is only 30%. The plan involves conducting a skills audit and training needs analysis to identify competency gaps. A blended learning approach including classroom training, e-learning and self-study is recommended. The curriculum will have three tiers for new hires, specialists and managers. Metrics such as training penetration rate, customer satisfaction, and time to competency will evaluate the plan's impact. Strategies to raise the training penetration rate to 80% include alternative delivery methods like e-learning, knowledge sharing sessions, and self-study.
Learning Assessment and Evaluation - Train the Trainers ClassAkeem Akinfenwa
The document outlines the key stages and methods of evaluating training programs. It discusses:
1. The immediate reaction level which evaluates trainees' opinions after training through feedback forms.
2. The learning level which assesses knowledge gained through tests at the end of training.
3. The behavior level which evaluates if knowledge was applied on the job through observation and feedback over time.
4. The ultimate outcome level which measures how training impacted results like productivity and profits.
The document provides details on benefits, problems, and solutions for each evaluation level to help trainers effectively assess training programs.
Seven Steps To Creating Training MaterialsGreg Consulta
The document outlines a 7-step process for developing and delivering an effective training program: 1) conduct a needs analysis to identify knowledge, skills, and operational training objectives; 2) set objectives that are realistic and meet business needs; 3) develop training materials appropriate to the needs and medium; 4) design evaluation materials to assess objectives; 5) implement the training; 6) evaluate the training and participant feedback; 7) modify future trainings based on evaluation results. It also recommends that training departments build partnerships by understanding the business, being engaged, offering training solutions, and hiring experienced consultants.
This document provides guidance on preparing a basic training module. It discusses assessing learners' needs, designing the training to meet those needs, and developing the content and presentation. Key aspects include using the ADD concept of assessment, design, and development; considering learners' existing knowledge, needs, and expectations; and using effective presentation techniques like varying activities, using visuals, and practicing delivery. The goal is to create a simple, clear module that conveys the necessary information and skills to learners.
The document outlines 10 principles of competency-based training (CBT): 1) Training is based on competency standards and develops modular, self-paced, individualized learning based on work requirements. 2) Assessment involves collecting evidence of on-the-job performance against industry standards. 3) Training includes both on and off-the-job components, recognizes prior learning, and allows for multiple entry and exit points. Programs are registered with the national qualifications system.
The document discusses effective training design for adult learners. It outlines conditions for adult learning, including that adults need to understand why they are learning something, learn best through hands-on experience, and see the immediate value of what they are learning. The document then presents three training module designs that incorporate these principles, with each module including a rationale, objectives, activities, and evaluation components. Design #1 on video story forms is proposed as an example that asks learners to assess an poorly designed video and provide feedback.
This document provides guidance on logistics to consider when planning a training workshop. It emphasizes that location and timeframe are the two most important factors to consider, and instructs the reader to think about advantages and disadvantages of the location and how to overcome constraints. It also recommends determining audience needs, workshop goals, and appropriate dates/times that do not conflict with other events. Additional tips include preparing materials in advance, checking the venue early, facilitating interactive learning, and having contingencies for potential problems during the workshop.
The document discusses various training methods used to enhance employee skills. It compares on-the-job training, which occurs at the workplace, to off-the-job training conducted outside of work. Some common on-the-job methods include job rotation, coaching, and apprenticeships, while classroom lectures, simulations, and role plays are examples of off-the-job training. Both approaches have advantages and disadvantages depending on the type of skills and industry.
A design document is like a training plan contract. A design document should be used as a tool to capture and refine your initial thoughts, align them with stakeholders and to get sign off on the plan in order to avoid unnecessary re-work. Use this template, customize it to your needs and good luck with your training initiative!
This template is beneficial for especially for trainers, instructional designers and anyone who needs to align a training plan with stakeholders.
The six workshop customer service program provides learners with knowledge of key principles through interactive elements over six months. Assignments consolidate understanding and are reviewed in workshop 4. Learners are assigned an assessor for individual support, assessment, and feedback. The workshops cover topics like excellence in customer service, communication skills, dealing with difficult customers and complaints, teamwork, and using math in business. Assignments and meetings with assessors continue for three to four months after workshops to complete the program.
Training techniques and super visionary methods for workers1bhobotoshdebnath
1) The document discusses various training techniques used to increase employees' knowledge and skills, including on-the-job training methods like job instruction training, coaching, and position rotation as well as off-the-job training like vestibule training and classroom training.
2) It also covers electronic training techniques that utilize technology like audiovisual aids, computer-based training, electronic performance support systems, and distance/internet-based training.
3) The goal of training employees is to systematically prepare workers for their jobs and keep their skills updated with the latest technologies.
The document provides information about Envision Vietnam Co. Ltd., an English training organization in Ho Chi Minh City, Vietnam that offers customized training programs to improve staff English abilities and soft skills. It outlines Envision's training methodology, popular program options including courses on sales and marketing, legal skills, and leadership. Details are also provided on pre-training evaluation methods, example curriculums, the instructor team, and contact information.
This document describes various off-the-job training methods including vestibule training, lectures, audio-visuals, programmed instruction, computer-aided instruction, simulation, case study, role-playing, sensitivity training, discussion, demonstration, brainstorming, and field trips. It provides details on how each method works and its advantages and disadvantages.
Want to learn CBT Competency-Based Training don't miss out!DaisyJeffenYRios
Competency Based Training Delivery – is a kind of delivery where students undergo training at their own pace.
Training approach that focuses on the competency of the learner as a result of the training
Learn for more!
The document discusses training design, implementation, and evaluation. It outlines the 5 phases of the ADDIE model for instructional design: analysis, design, development, implementation, and evaluation. The analysis phase identifies learner characteristics and needs. The design phase deals with objectives, assessment, and content. Development creates materials. Implementation delivers training. Evaluation assesses effectiveness. Training methods can be on-the-job like coaching or off-the-job like lectures. The goal is to provide effective training that improves workplace skills.
This document discusses supervision skills for entrepreneurs. It begins by stating the goals of the training session which are to increase awareness of supervision requirements and skills needed to manage an enterprise. It then defines supervision as overseeing assistants or workers to ensure work is performed correctly through guidance, training, and support. For entrepreneurs, supervision means establishing vision, plans and budgets to direct and assign work according to plans. The document outlines key supervision responsibilities and skills including managing work flows, communication, scheduling, and evaluating goals. It emphasizes that as owners and managers, entrepreneurs must understand supervision to control all aspects of work and hire additional employees when needed.
This document discusses post-training support for improving employee performance. It emphasizes that post-training support is needed to align learning with business goals and ensure learning is retained and applied on the job. This support includes peer support groups for trainees to discuss progress, technological supports like training monitoring systems, and management supports like incentive plans tied to development. The document also covers the importance of opportunities to apply new skills and different types of training transfer, such as positive, zero, and negative transfer.
Peer training can help address challenges from technology demands, budget constraints, and rapid change by standardizing the training approach. On-the-job training can be inconsistent depending on who does the training, while peer training identifies qualified trainers who all use the same methods. This consistency in training can improve job performance, productivity, quality, and customer satisfaction compared to inconsistent on-the-job training. The benefits of peer training include greater control over job performance, improved quality, employee development, and return on investment.
The document discusses the purpose and definitions of internships. It states that the major purpose of internship programs is to develop students' skills and prepare them for their chosen profession. Internships provide hands-on experience and allow students to gain knowledge and skills required for their career field. They help students understand future working conditions and develop professional skills and contacts. Internships can be paid or unpaid and include research internships. The document also discusses the importance of internships and some potential problems in internship programs.
The document discusses the benefits of training employees and proposes a new training program. It notes the current 2 hour orientation is insufficient, as reflected in inconsistent customer satisfaction, sales growth, and inventory results. A 3 day training program is proposed, covering job expectations, position modules, customer service, job shadowing, and follow up coaching. This comprehensive training aims to produce knowledgeable associates, consistent satisfaction and sales, lower costs, and increased profit.
Training & development evaluation is a continual and systematic process of assessing the value or potential value of a training program, course, activity or event. Results of the evaluation are used to guide decision-making around various components of the training (e.g. delivery, results) and its overall continuation, modification, or elimination.
We carry feed & seed, chainsaws & outdoor equipment, pet supplies, pesticides, herbicides & more. Our store has been around for many years. We take pride in being a part of the history of our community.
Jesus was a real Jewish person who lived in Israel around 2000 years ago. He gathered disciples and his ministry involved preaching, teaching, and healing people. He challenged Jewish traditions and authorities, which ultimately led to his crucifixion. His followers came to believe he had risen from the dead and went on to establish Christianity. Jesus taught using parables and emphasized compassion for all people. Accounts of his life and teachings were written decades later and form the basis of the Christian New Testament.
The document discusses effective training design for adult learners. It outlines conditions for adult learning, including that adults need to understand why they are learning something, learn best through hands-on experience, and see the immediate value of what they are learning. The document then presents three training module designs that incorporate these principles, with each module including a rationale, objectives, activities, and evaluation components. Design #1 on video story forms is proposed as an example that asks learners to assess an poorly designed video and provide feedback.
This document provides guidance on logistics to consider when planning a training workshop. It emphasizes that location and timeframe are the two most important factors to consider, and instructs the reader to think about advantages and disadvantages of the location and how to overcome constraints. It also recommends determining audience needs, workshop goals, and appropriate dates/times that do not conflict with other events. Additional tips include preparing materials in advance, checking the venue early, facilitating interactive learning, and having contingencies for potential problems during the workshop.
The document discusses various training methods used to enhance employee skills. It compares on-the-job training, which occurs at the workplace, to off-the-job training conducted outside of work. Some common on-the-job methods include job rotation, coaching, and apprenticeships, while classroom lectures, simulations, and role plays are examples of off-the-job training. Both approaches have advantages and disadvantages depending on the type of skills and industry.
A design document is like a training plan contract. A design document should be used as a tool to capture and refine your initial thoughts, align them with stakeholders and to get sign off on the plan in order to avoid unnecessary re-work. Use this template, customize it to your needs and good luck with your training initiative!
This template is beneficial for especially for trainers, instructional designers and anyone who needs to align a training plan with stakeholders.
The six workshop customer service program provides learners with knowledge of key principles through interactive elements over six months. Assignments consolidate understanding and are reviewed in workshop 4. Learners are assigned an assessor for individual support, assessment, and feedback. The workshops cover topics like excellence in customer service, communication skills, dealing with difficult customers and complaints, teamwork, and using math in business. Assignments and meetings with assessors continue for three to four months after workshops to complete the program.
Training techniques and super visionary methods for workers1bhobotoshdebnath
1) The document discusses various training techniques used to increase employees' knowledge and skills, including on-the-job training methods like job instruction training, coaching, and position rotation as well as off-the-job training like vestibule training and classroom training.
2) It also covers electronic training techniques that utilize technology like audiovisual aids, computer-based training, electronic performance support systems, and distance/internet-based training.
3) The goal of training employees is to systematically prepare workers for their jobs and keep their skills updated with the latest technologies.
The document provides information about Envision Vietnam Co. Ltd., an English training organization in Ho Chi Minh City, Vietnam that offers customized training programs to improve staff English abilities and soft skills. It outlines Envision's training methodology, popular program options including courses on sales and marketing, legal skills, and leadership. Details are also provided on pre-training evaluation methods, example curriculums, the instructor team, and contact information.
This document describes various off-the-job training methods including vestibule training, lectures, audio-visuals, programmed instruction, computer-aided instruction, simulation, case study, role-playing, sensitivity training, discussion, demonstration, brainstorming, and field trips. It provides details on how each method works and its advantages and disadvantages.
Want to learn CBT Competency-Based Training don't miss out!DaisyJeffenYRios
Competency Based Training Delivery – is a kind of delivery where students undergo training at their own pace.
Training approach that focuses on the competency of the learner as a result of the training
Learn for more!
The document discusses training design, implementation, and evaluation. It outlines the 5 phases of the ADDIE model for instructional design: analysis, design, development, implementation, and evaluation. The analysis phase identifies learner characteristics and needs. The design phase deals with objectives, assessment, and content. Development creates materials. Implementation delivers training. Evaluation assesses effectiveness. Training methods can be on-the-job like coaching or off-the-job like lectures. The goal is to provide effective training that improves workplace skills.
This document discusses supervision skills for entrepreneurs. It begins by stating the goals of the training session which are to increase awareness of supervision requirements and skills needed to manage an enterprise. It then defines supervision as overseeing assistants or workers to ensure work is performed correctly through guidance, training, and support. For entrepreneurs, supervision means establishing vision, plans and budgets to direct and assign work according to plans. The document outlines key supervision responsibilities and skills including managing work flows, communication, scheduling, and evaluating goals. It emphasizes that as owners and managers, entrepreneurs must understand supervision to control all aspects of work and hire additional employees when needed.
This document discusses post-training support for improving employee performance. It emphasizes that post-training support is needed to align learning with business goals and ensure learning is retained and applied on the job. This support includes peer support groups for trainees to discuss progress, technological supports like training monitoring systems, and management supports like incentive plans tied to development. The document also covers the importance of opportunities to apply new skills and different types of training transfer, such as positive, zero, and negative transfer.
Peer training can help address challenges from technology demands, budget constraints, and rapid change by standardizing the training approach. On-the-job training can be inconsistent depending on who does the training, while peer training identifies qualified trainers who all use the same methods. This consistency in training can improve job performance, productivity, quality, and customer satisfaction compared to inconsistent on-the-job training. The benefits of peer training include greater control over job performance, improved quality, employee development, and return on investment.
The document discusses the purpose and definitions of internships. It states that the major purpose of internship programs is to develop students' skills and prepare them for their chosen profession. Internships provide hands-on experience and allow students to gain knowledge and skills required for their career field. They help students understand future working conditions and develop professional skills and contacts. Internships can be paid or unpaid and include research internships. The document also discusses the importance of internships and some potential problems in internship programs.
The document discusses the benefits of training employees and proposes a new training program. It notes the current 2 hour orientation is insufficient, as reflected in inconsistent customer satisfaction, sales growth, and inventory results. A 3 day training program is proposed, covering job expectations, position modules, customer service, job shadowing, and follow up coaching. This comprehensive training aims to produce knowledgeable associates, consistent satisfaction and sales, lower costs, and increased profit.
Training & development evaluation is a continual and systematic process of assessing the value or potential value of a training program, course, activity or event. Results of the evaluation are used to guide decision-making around various components of the training (e.g. delivery, results) and its overall continuation, modification, or elimination.
We carry feed & seed, chainsaws & outdoor equipment, pet supplies, pesticides, herbicides & more. Our store has been around for many years. We take pride in being a part of the history of our community.
Jesus was a real Jewish person who lived in Israel around 2000 years ago. He gathered disciples and his ministry involved preaching, teaching, and healing people. He challenged Jewish traditions and authorities, which ultimately led to his crucifixion. His followers came to believe he had risen from the dead and went on to establish Christianity. Jesus taught using parables and emphasized compassion for all people. Accounts of his life and teachings were written decades later and form the basis of the Christian New Testament.
The document provides an analysis of scenes and elements from the film Halloween. It notes that the opening credits use orange and red colors that connote Halloween and blood/death. Scenes are shot with handheld cameras to put the viewer in the killer's perspective. Key conventions are discussed, such as the masked killer resembling Leatherface from Texas Chain Saw Massacre. The concept of the killer being a child rather than an adult is highlighted as particularly horrifying. Traits of the "final girl" character Laurie are also summarized.
This document provides rental rates for various construction equipment from Gamka Sales Company. It lists equipment categories such as air compressors, cleaning equipment, compaction equipment, concrete equipment, earthmoving equipment, generators and pumps. For each category, it provides descriptions of specific equipment items and their daily, weekly and monthly rental rates. It also provides notes about rental terms, maintenance responsibilities and contacting Gamka for additional equipment or rate information.
Louis Vuitton is a French luxury fashion house founded in 1854 that is now a global brand with over 460 stores worldwide. It is known for leather goods, ready-to-wear clothing, and accessories. While never discounted, Louis Vuitton products are priced at $550-$3,700 for handbags and $550-$11,000 for clothing to maintain an image of exclusivity and prestige for affluent clientele. The document discusses Louis Vuitton's 2014 fall ready-to-wear fashion line and target demographic of young to middle-aged high-income women.
Keputusan ini menetapkan susunan pengurus Karang Taruna Andapraja untuk masa bakti 2014-2017, yang terdiri dari ketua, sekretaris, bendahara, dan pengurus bidang-bidang seperti olahraga, ekonomi, keamanan, dan kesenian.
Instructional module training plan i, ii, & iiiEmma Avila
This document outlines a training plan for a Customer Service I course aimed at bankers. The course will use a hybrid model, meeting twice per year for 6 hours each time. It aims to teach bankers how to provide an excellent customer experience by going above and beyond typical customer service. The plan will use Gagne's Nine Events of Instruction and direct instruction strategies. Key activities include viewing a video of poor customer service examples, discussing observations, and role-playing improved interactions. Participants will be assessed based on monthly sales numbers, customer retention, and survey feedback.
The document provides an overview of Module 13 on customer service standards, which aims to help students develop knowledge of professionalism in meeting customer needs and expectations. The module covers topics like defining customer service, developing business relationships, understanding customer expectations, and presenting a suitable personal image. Upon completing the module, students should be able to cultivate professional relationships with customers and make effective decisions that present them as competent braille transcribers.
The document discusses various methods and models for evaluating training programs, including:
- The Kirkpatrick model which evaluates training at four levels: reaction, learning, behavior, and results.
- The CIRO model which evaluates training context, inputs, reactions, and outputs at the learner, workplace, and organizational levels.
- The Phillips ROI model which adds a fifth level to the Kirkpatrick model to specifically measure return on investment through a cost-benefit analysis.
The key aspects of evaluating training discussed include determining indicators of effectiveness, choosing an appropriate evaluation model, and selecting the right data collection methods to gather feedback and assess the training against objectives.
This document discusses various training methods that can be used for on-site and off-site employee training programs. It identifies methods for on-site training like orientation, on-the-job training, apprenticeships, coaching, mentoring, and job rotation. For off-site training it discusses lecture-based learning as well as audio-visual, videoconferencing, role-playing, simulations, and computer-based instruction. The document provides details on how each method can be implemented and their advantages.
This document discusses various training methods that can be used for on-site and off-site employee training programs. It identifies methods for on-site training like orientation, on-the-job training, apprenticeships, coaching, mentoring, and job rotation. For off-site training it discusses lecture-based learning as well as audio-visual, videoconferencing, role-playing, simulations, and computer-based instruction. The document provides details on how each method can be implemented and their advantages.
This lesson plan focuses on teaching students about customer service in the hospitality industry. The lesson will define key terms related to customer service and identify the importance of quality service. Students will learn about the different types of hospitality employees and characteristics of customer-focused employees. They will participate in role-playing activities demonstrating how to handle customer complaints effectively. The goal is for students to understand best practices for customer service and how to satisfy customer needs in hospitality businesses.
Aet515 r2 instructional_plantemplate due week 6Sandra Roney
The document outlines an instructional plan for a diversity communication course at Baderman Island Resort. The resort has a diverse staff and clientele but currently offers no training on multicultural communication. The plan recommends a course to teach effective communication skills in a multicultural environment. It will use hypothetical scenarios, videos, group work, and role-playing exercises. Students will be evaluated through scenario assessments and a communication scoring guide to ensure they can successfully interact in the resort's diverse setting.
1. The document provides information about an evaluation of a learning and development activity, including covering sheets, questions, and answers about evaluation.
2. It discusses evaluation methods like questionnaires, tests, and checklists to evaluate at different levels including reactions, learning, and transfer.
3. The summary identifies areas for improvement based on evaluations and proposes an action plan to discuss with stakeholders.
This document provides an instructional plan for a course on budgeting and finance for young adults. The plan includes an assessment of needs, instructional goals and objectives, assessments, learner characteristics, delivery methods, resources, implementation timeline, and evaluation strategies. The course aims to teach students how to manage a household budget, open and use a bank account, and understand basic banking and financial concepts.
The document outlines a training course to teach student employees at a university IT department better customer service skills. It includes the following:
- An overview of the IT department and need for improved customer service training among student employees.
- A needs assessment identifying the problem as a lack of formal customer service training for students.
- A learner analysis of the 10 student employees who are the target of the training.
- A context analysis of the self-paced online training environment.
- A course map with 3 objectives to teach professional communication, problem solving, and customer service basics.
- Details of an activity to teach professional email communication through videos, scenarios and assessment of email responses.
Assessment - Training of trainers - LeadFarm ProjectSCDF-AN
This module discusses assessment in the context of digital training. It outlines objectives to evaluate learners' skill acquisition and provides examples of assessment methods like questionnaires, forums, and pre-post training evaluations. Evaluation criteria from Kirkpatrick's model are described, including reaction, learning, behavior change, and results. Methods for evaluating satisfaction, skills, application of skills, and impact/ROI are presented. The importance of defining expected outcomes, measuring initial levels, and involving multiple evaluators is emphasized. Other assessment metrics like completion rates, time spent learning, scores, and connection rates are also mentioned.
This document discusses various training methods that can be used for on-site and off-site employee training programs. It identifies several on-site methods including orientation training, on-the-job training, apprenticeship training, coaching, mentoring, computer-based training, and job rotation. It also discusses several off-site methods such as lecture, audiovisual techniques, videoconferencing, role playing, games and simulations, and computer-assisted instruction. The document provides details on how each method can be implemented and their advantages for different types of training objectives.
The document outlines a training program to address decreasing sales at Purrfectionary stores due to a lack of customer engagement. The program includes an infographic, eLearning module, and instructor-led trainings to teach associates and managers the foundations of customer service using the work of Jeff Toister. Effectiveness will be measured by analyzing sales data, observation of customer interactions, and secret shopper reports to ensure the training achieves its goal of increasing customer engagement and satisfaction.
This instructional plan template outlines a training workshop for hotel managers. The needs assessment identified a lack of training for managers in hiring, ordering supplies, and workload assignment. The instructional goal is for managers to make sound daily decisions in these areas. A 8-hour workshop will use roleplaying, hands-on exercises, and evaluations to train managers. The workshop will occur twice yearly, both online and in-person, to allow managers opportunities to discuss challenges and gain skills. Formative and summative assessments will evaluate manager performance against objectives.
The training program aims to prepare corporate trainers to facilitate online programs for internal and external learners. The training program goals are for trainees to establish presence, express compassion, communicate frequently, be committed, and be organized. At the end of the program, trainees will be able to identify skills for online instruction, discuss learning theories and platforms, and facilitate synchronous and asynchronous online sessions. The training program will measure success through ongoing assessment, application demonstrations, and end of course feedback.
This document discusses training and development processes. It covers assessing training needs through task and competency analysis. It also discusses developing competency profiles for positions and creating training matrices. The document provides tips for enhancing training effectiveness such as making material meaningful, providing practice, and motivating trainees. It describes formal courses, on-the-job training like apprenticeships, and informal mentoring. Finally, it discusses evaluating training across four levels from reactions to learning to behavior change to business impact.
The document outlines an instructional plan for a training course for new wellness consultants. The 2-week, 70-hour course will train consultants on selling memberships to clients. It will provide skills and tools to effectively communicate the benefits of memberships. The course will use various instructional strategies, activities, and technologies. Formative assessments will evaluate consultants' problem-solving abilities. The training aims to prepare consultants to meet sales goals and build client relationships. Evaluations will assess consultants' mastery of skills over the first 3-6 weeks of applying their training on the job.
The document discusses various training methods used by organizations. It describes assessing training needs through organizational and personal analysis to determine what skills are needed. Various on-site and off-site training methods are outlined, such as on-the-job training, lectures, simulations, and role playing. The goal of training is to help employees acquire job-related skills and behaviors to improve performance. Training programs are evaluated based on reaction, learning, behavior change, and results.
Profesionalism in efficient customer serviceTimothy Wooi
Course Objectives:
To be exposed to the importance of Professionalism for excellent customer service in the digital era.
To benchmark excellent professional customer service attitude as the foundation of an excellent customer service strategy making lasting first impression to significantly impact business success.
To understand the definition and the importance of customer service quality, strategies and skills and to apply them in providing an excellent customer service with professionalism.
To understand the Principles of an efficient customer service skills with 21 examples to develop from.
Entrepreneurship and Business Management N5 WorkshopPrivate Label
In May 2022, Oxford University Press South Africa took another step in our commitment to upskill and support lecturers by embarking on a National Workshop Week.
D Guralnick - Eyes on UX 2009 Presentation on the E-Learning User ExperienceDavid Guralnick
Here's the abstract from my conference session:
E-learning in the business world has the potential to be extremely effective and enjoyable, though that potential often goes unrealized. In this session, we will discuss learning-by-doing, scenario-based methods to create learning experiences that teach skills that will apply on-the-job and provide an enjoyable (and sometimes emotionally-moving) experience for the learner. I will show examples of e-learning experiences that have been considered successful, and discuss the design process used to create these experiences. Contrasts will be drawn between various online pedagogical methods which involve applications of educational theory and research to practical training problems in business.
Unveiling the Dynamic Personalities, Key Dates, and Horoscope Insights: Gemin...my Pandit
Explore the fascinating world of the Gemini Zodiac Sign. Discover the unique personality traits, key dates, and horoscope insights of Gemini individuals. Learn how their sociable, communicative nature and boundless curiosity make them the dynamic explorers of the zodiac. Dive into the duality of the Gemini sign and understand their intellectual and adventurous spirit.
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Microsoft’s Digital Transformation Framework
McKinsey’s Ten Guiding Principles of Digital Transformation
Forrester’s Digital Transformation Framework
IDC’s Digital Transformation MaturityScape
MIT’s Digital Transformation Framework
Gartner’s Digital Transformation Framework
Accenture’s Digital Strategy & Enterprise Frameworks
Deloitte’s Digital Industrial Transformation Framework
Capgemini’s Digital Transformation Framework
PwC’s Digital Transformation Framework
Cisco’s Digital Transformation Framework
Cognizant’s Digital Transformation Framework
DXC Technology’s Digital Transformation Framework
The BCG Strategy Palette
McKinsey’s Digital Transformation Framework
Digital Transformation Compass
Four Levels of Digital Maturity
Design Thinking Framework
Business Model Canvas
Customer Journey Map
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Introduction
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2. Needs Assessment
Many companies have forgotten the value they can bring to their customers by training their employees
properly in customer service. This course will offer the opportunity to train the company employees to
deliver a customer experience vs. customer service.
At this time the only training offered is a basic personality evaluation. This enables the employee to
identify the different customer personalities but does not train them on how to properly satisfy their
needs.
To add to what they already know from the personality test; the company will offer a trainer/facilitator to
provide one-on-one class participation with role-plays to increase an enriched customer experience vs. a
common customer interaction.
The enhanced training will allow employees to own the customer’s concerns from start to finish.
Customers only see one face when walking into an establishment, that face, EMPLOYEE, represents the
entire company. By owning the situation, good or bad, the customer feels valued.
Explaining in detail to the employees that by showing empathy to the customer’s situation, they will earn
their respect. By doing so, the company will also retain their business.
Instructional Plan | Slide 2
3. Instructional Goal
After completing the training the employee should be able to
distinguish basic customer service that is essential to the job
description vs. taking the initiative to correct, enhance, or promote an
additional customer experience. The employee will demonstrate the
following learning goals:
• Ability to own the problem of the customer
• Ability to complete task and take responsibility of outcome
• Ability to direct credit to proper department
• Ability to apply best practices in additional role playing scenarios
• Ability to share both positive and negative experiences with fellow employees
• Ability to perform these new practices within the work environment for both
employees and customers to distinguish clear change.
Instructional Plan | Slide 3
4. Performance-Based Objectives
The experienced employee in customer service will acquire additional
virtual training followed by face-to-face training. Thereby
maintaining long-term relationships with their customer base.
• The behavior will be measured by anonymous surveys
• The conditions will be measured by the retention of the customer
Instructional Plan | Slide 4
5. Summative Assessment and Learning
Outcomes
The employee will be evaluated in their knowledge by manager
interaction with customer before customer leaves. Manager will ask
customer how effective information given and if they have additional
questions. Customers will have an opportunity to add, comment, or
enrich their knowledge therefore commending the employee in their
performance.
Instructional Plan | Slide 5
6. Learner Characteristics
The Customer Experience training course will consist of 10-20 employee,
male and female, 18 and older.
The prerequisites skills of the employee is that they have at 6 month
experience in customer service. In the company a minimum of 1 year.
The familiarity of the in-house department and procedures are a must.
The employee must be efficient on phone communications as well as open
to suggesting additional resources and recommendations.
Instructional Plan | Slide 6
7. Learning Context
The Customer Experience training course will be taught in a classroom
setting after completing the virtual screening.
The classroom will have internal employer PC and resources available.
Employee only need to present and in complete work uniform to
proceed with training. All onsite material must be available. The
instructor will only guide classroom with scenarios and recommended
solutions but employee will provide most of the suggestions based on
the virtual and real life experiences.
Instructional Plan | Slide 7
8. Delivery Modality
Customer Experience training course will be taught in a
classroom setting. The class will not be offered via online
or web-based program. It will be an instructor-led course
with various role playing scenarios.
Instructional Plan | Slide 8
9. Instructional Strategies
• The material will be covered on PowerPoint Presentation
then the process will be practices with partners doing role
plays.
• The practice will include group projects, group discussions
and class discussion to finalize the objective.
Instructional Plan | Slide 9
10. Plan for Implementation
• Instructor-led course (PowerPoint) will take 1 hour
• Group projects – 15 minutes
• Each role played scenario (2 per team) will last 15 minutes per
person. Each person will play the customer and the banker.
• After the PowerPoint, handouts with different scenarios will be
handed out to each teams of two classmates. Each will have a
customer scenario and a banker scenario.
Instructional Plan | Slide 10
11. Instructional Resources
The Customer Experience Course will require a large
classroom with capacity of 10-20 students. The students
will have enough room to create teams of two and work
together to practice the role played scenarios. Materials
needed: copies of scenarios for both banker and customer,
computer, and note pad.
Instructional Plan | Slide 11
12. Formative Assessment
• The students will be observed by there responses during the scenarios. Based on the
manner in which the scenarios are handled the instructor can assess the knowledge of
the student.
• By questioning the student in their manner of handling the scenario is another way in
which the instructor can assess the knowledge of the student.
• Allowing the students to assess themselves will also give them better understanding of
the course. Depending on their own assessment the instructor can also assess the
knowledge of the student.
• Opening a particular scenario to a class discussion would allow peer and instructor
assessment.
• The practice scenarios will be the best way to review the assessment of the student.
Instructional Plan | Slide 12
13. Evaluation Strategies
A student survey will be handed out to each of the
students to measure the effectiveness of the class.
A separate survey will be handed out to each of the
students to evaluate the growth of their partner in team.
Both surveys will contain questions pertaining to questions
pertaining to adequate content in class. This portion will
simulate a Likert scale.
Instructional Plan | Slide 13
14. Recommendations
• Offer course to all employees who work directly with
customers.
• Offer course in a modified format to employees who deal
with customers over the telephone to perfect their phone
etiquette.
• Any employee with customer interaction should take this
course. The course will be refined based on customer
interaction.
Instructional Plan | Slide 14
15. References
• Merry, S., Price, M., & Carless, D. (2013).
Reconceptualising Feedback in Higher Education
Developing Dialogue with Students . New York, NY:
Routledge
• Peterson, R.A. (2000). Constructing Effective
Questionnaires. Thousand Oaks, CA: Sage Publications
Inc.
Instructional Plan | Slide 15