The presentation highlights the key points of training and development techniques: role play, sensitivity training and behavioral modeling with the help of examples.

1. by-
Navitha Pereira
Elissa Bedamatta
S Sandhya
Sanath Bhaskar
Gouarb Brahmachari
Vargob Brahmachari
Training & Development
Role Play, Sensitivity Training & Behavioral Modeling
Group #1

2. Training
Training is a systematic activity performed to modify
the skills, attitudes and the behaviour of an employee
to perform a particular job.
A large variety of methods of training are used in
business.
Even within one organization different methods are
used for training different people.
Training Methods
On the Job Training
Off the job Training

3. Different types of Training
The employees are trained
in actual working scenario.
The motive of this training
is “Learning by doing”.
E.g. Mentoring, Coaching,
Job Rotation, Understudy,
etc.
The employees are trained
in a separate area where the
actual working conditions
are duplicated.
E.g. Simulation, Lectures,
Case Studies, etc.
On-the-job Training Off-the-Job Training

4. Role Play

5. Role Play
• It involves action, doing and practice. Method of human
interaction that involves realistic behavior in imaginary
situations.
• Role playing is an active learning technique in which
employees act out situations under the guidance of a trainer.
• In each scenario, employees take on a role and act out the
scene as though it were real.
• It encourages individuals to come together to find solutions
and to get to know how their colleagues think. The training
sessions have the communal atmosphere.

6. Role Play
• Feedback can be given by trainer as well as peers.
• Role playing can be effective in connecting theory and
practice.
• The objective of role playing is to learn, improve or
develop upon the skills or competencies necessary for a
specific position.
• Key skills often touched upon are negotiating and
teamwork.

7. Role Play
How to Use Role Play
• Identify the situation.
• Add details.
• Assign roles.
• Act out the scenario.
• Discuss what you have learned.
• When the subject being taught involves person-to-person
communication.
• When you want all the learners to participate.
• To set a mood of fun and excitement for training.
When to Use Role Play

8. Role Play
• Prepares for Real Life
• Indicates Current Skill
Level
• Social and Communal
• Builds confidence
• Creative problem
solving
• Develops listening
skills
• Makes Some
Uncomfortable
• May Not Be Taken
Seriously
Advantages Disadvantages

9. Role Play
Example
• In an effort to improve customer support, John,
Customer Service Manager for Mythco Technologies,
sets up a team role-playing session. Acting as the
leader/trainer, John brings together a group of
software developers and customer support
representatives.
• He divides the 12 people into two groups: Group A
represents the customer support representatives;
Group B represents the customer.

10. Role Play
Scenario
• John tells Group A that the customer in this situation is one of
Mythco's longest-standing customers. This customer accounts
for nearly 15 percent of the company's overall annual revenue.
In short, the company cannot afford to lose her business!
• John tells Group B that the customer has recently received a
software product that did not live up to expectations. While the
customer has a long-standing relationship with Mythco, this
time she's growing weary because Mythco has previously sold
her faulty software on two separate occasions. Clearly, her
relationship with Mythco is in jeopardy.

11. Role Play
• Next – with this particular approach to role-play – each group
sends forth an "actor" to take part in the role-play. The actor
receives support and coaching from members of the team
throughout the role-playing process. Each team is able to take
time-outs and regroup quickly as needed.
• John runs through the scenario several times, starting with the
"customer" behaving gently and ending with the customer
behaving aggressively. Each time, a best solution is found. Of
course, John can always ask for additional role-playing and
suggestions if he feels that the process needs to continue, or that
the team has yet to uncover the very best solutions.

12. Sensitivity Training

13. Sensitivity Training
Sensitivity training is a type of group training that focuses on
developing a better awareness of group dynamics and individual
roles in the group.
The training often addresses issues such as:
• Gender sensitivity
• Multicultural sensitivity
• Sensitivity towards the disabled
Kurt Lewin originally developed the technique in the 1940s.

14. Sensitivity Training
• Sensitivity training provides face to face interaction.
• Carried out by largely unstructured groups without an agenda, leader and
predetermined goals.
• The group is given complete freedom in developing their own devices,
interactions and on-going process for interaction..
• Sometimes, the trainer introduces certain planned activities involving one or
two professional trainers set in with each group.
• The emphasis in this training is not upon learning specific facts but upon
gaining understanding of feelings, gestures, attitudes and emotions, i.e.
sensitivity to oneself and others.
Process

15. Sensitivity Training
Self :
• Increased awareness of owns feeling and its impact on
others.
• Increased awareness of others feeling and their impact
on self.
• Increased interpersonal competence.
Role :
• Change in attitude towards others role .
Organization :
• Organizational improvement through group training.
Outcomes

16. Sensitivity Training in Thomson Reuters
An Overview
Sensitivity training given to the employees to prevent:
• Harassment
• Workplace discrimination
• Workplace diversity (To create a united workplace
culture)

17. Sensitivity Training in Thomson Reuters
Mrs. Avery Jones Vs Dr. Morrison
When a 32 years old Dr. Morrison
addressed a 52 years old woman
with her first name “Avery”, it made
her upset and look for an other
doctor.
Since Dr. Morrison called his patient
'Avery' instead of 'Mrs. Jones,' she
took it as a sign of disrespect.
It is customary to call people by their last names,
especially when they are older than you.

18. Sensitivity Training in Thomson Reuters
Jane Vs Aiko
As per the Japanese culture it is wrong to beckon the assistant
to come to her office.
Instead, Jane should walk over to her assistant and politely
asks Aiko to join her in the office.
Jane points her index finger over her assistant.
It is ok to beckon someone in the united states by curling or pointing your
index finger at them.
In Japan, this behavior is seen as offensive.
Jane an international business woman decided to open a
new office in japan.
Jane has several Japanese assistants working with her to
help her get ready.
Jane is preparing for her first meeting in the new office
with her Japanese assistant.

19. Sensitivity Training in Walmart
Mrs. Johnna Utzman’s humiliating experience in Walmart
45-year-old woman Johnna Utzman a breast cancer survivor was
ridiculed and humiliated in the women’s restroom by the two cruel
store clerks.
When questioned, store clerks said, “She looked like a man”.
When Mrs. Utzman was entering the Ladies restroom, the two
store clerks came in and said: 'Sir, you cannot be in here!‘
After realizing their mistake, they ran out of the bathroom
laughing, only to return while she was in the stall, yelling:
'That was a woman! She looked like a man!'
Today Mrs. Johnna wears a wig to avoid future
humiliation and filed a petition requesting Walmart to
undergo the corporate sensitivity training to their
employees once in a year.
Also suggested Walmart to plan for a unisex restroom to
avoid gender sensitivity issues.

20. Sensitivity Training in Walmart
A Mother of two kids embarrassed in cashier section
While billing the contraceptive products, the cashier asks her embarrassing questions in
front of her kids. “Oh!!! So are you not interested in pregnancy hereafter?”
Basically the American women feel that it is inappropriate to talk about pregnancy
in front of kids

21. Sensitivity Training in Walmart
Walmart’s Sensitivity training on Personal
Sustainability Project
• The goal is to improve employee
well-being
• Walmart employees sample healthy
food as part of the sensitivity
training on promoting fitness and
lifestyle improvements.
Walmart informs the benefits of physical fitness and
gives freedom to make positive changes in their
personal lives and in their workplace

22. Outbound Sensitivity Training By STC
Leading provider of Sensitivity Training in Canada
• Executive Level (Handle multiple Divisions, departments through role
plays)
• Middle Level (To develop competence to manage inappropriate
situations in workplace)
• Employee Level (Skill-building exercises)

23. Outbound Sensitivity Training By STC
• Cultural Sensitivity; Racial and Ethnic Sensitivity
• Gender Sensitivity; Religious Sensitivity
• Psychological Sensitivity (Sexual violence, anti-harassment, anti-bullying)
• Suitable for all employee levels
• 7 hours in duration
• Includes one 3-hour Sensitivity
Training workshop
• Includes one 2-hour Team
Building activity
• Includes a Communication
Skills seminar
• Lunch and snacks provided
• Suitable for all employee levels
• 3 ½ hours in duration
• Includes one 1 ½ hour
Sensitivity Training seminar
• Includes one 2-hour Team
Building activity and interactive
seminar
• Snacks provided
One-day Retreat Half-day Retreat

24. Behavioral Modeling

25. Behavioral Modeling
Behavioral modeling is the act of showing employees how
to do something and guiding them through the process of
imitating the modeled behavior.
Process
• In this method, some kind of process or
behavior is videotaped and then is watched
by the trainees.
• The skills that are required to build up are
defined.
• Then, trainees are given instructions that
what specific learning points or critical
behavior they have to watch.
• Then, the trainees are encouraged to
practice the suitable behavior in a role play
or through any other method of simulation.

26. Behavioral Modeling
• Trainees are then provided with some
opportunities for appropriate imitation of the
model’s behavior.
• In the end, trainer ensures that trainees
appropriately adapted the behavior on the work
place.
• Cost of behavior modeling is
low as compared to other
training methods.
• It focuses on real behavior
rather than theories.
• Although behavior modeling
has been applied in many
organizations successfully, there
are still weaknesses as it lacks
adequate theory.
• Lack of incorrect behavior
which often lead to imperfect
understanding.
Advantages Disadvantages
Advantages & Disadvantages

27. Behavioral Modeling
The Coca-Cola Company is an American corporation, and
manufacturer, retailer, and marketer of nonalcoholic
beverage concentrates and syrups.
• Chairman - Muhtar Kent.
• Headquarters - Atlanta, Georgia, United States .
• Revenue - Decrease US$35.410 billion (2017).
• Number of employees - 61,800 (2017).
Example

28. Behavioral Modeling
• Step 1 - The instructor discusses the objective and importance of the skill
module.
• Step 2 - The instructor describes the specific behavior or critical steps of
the activity to be learned.
• Step 3 - A film or videotape shows an individual effectively utilizing the
skill.
Behavior Modeling Process In Coca Cola

29. Behavioral Modeling
• Step 4 - The instructor and participants discuss the things done
correctly in the film, with particular emphasis on how the model
utilized the critical steps.
• Step 5 - Trainees practice the skills in pairs, with one trainee acting
the supervisor, salesperson or whatever and the second acting the
employee, buyer and so forth. At least one other trainee observes the
practice, using a prepared guide.
• Step 6 - After the practice session, the trainee receives -feedback from
observers and the instructor that emphasizes things done correctly.
Where the behavior could have been more effective, alternative
positive behaviors are suggested.
• Step7 - Participants write out, practice, and receive feedback on
situations they will face back on the job.

30. Behavioral Modeling
• Autocratic Model - Coca Cola Company gets
benefits by using this model when it
approaches to guide managerial behavior
when there were no well known alternatives.
Coca cola also uses this model under some
supreme situations such as organizational
disaster.
• Custodial Model - Coca Cola provide
security and benefits to employees. As
company take care of their employees, gives
benefits to motivate them and as a result of
these employees psychological result also
comes in the favor of the company i.e.
employee’s dependence on organization.
Organizational Behavior Model Of Coca-Cola

31. Behavioral Modeling
• Supportive Model - With the help of this model Coca Cola make their employees
participate in the organization's activities and also task investment in the
organization.
• Collegial Model - Coca Cola follows this model so that the employees feel
needed and useful and in result employees give responsible behavior and self
discipline to the organization.
• System Model - Coca Cola Company’s managers always try to convey to
workers that they are an important part of their system. They sincerely care about
each of them. They want to unite together to acquire a better product or service,
local association and society at large.

32. Behavioral Modeling
In this way Coca Cola by realizing their employees that they are
very much important for them and they are the need of
organization, they increase the employee’s passion and
commitment to organizational approach.
Conclusion

33. References
• https://www.sensitivitytrainingcanada.com/sensitivity-training/#sensitivity-training-
retreats
• https://corporate.walmart.com/global-responsibility/opportunity/diversity-and-
inclusion
• https://www.dailymail.co.uk/femail/article-3021572/Breast-cancer-survivor-mistaken-
man-ridiculed-Walmart-employees-calls-company-make-staff-undergo-sensitivity-
training.html
• https://strategiccfo.com/workplace-diversity/
• https://community.babycenter.com/post/a67991011/walmart-cashiers-need-
sensitivity-training
• https://corporate.walmart.com/global-responsibility/opportunity/diversity-and-
inclusion
• https://www.change.org/p/walmart-implement-corporate-sensitivity-training
• https://legal.thomsonreuters.com/en/products/compliance-learning/training-
courses/workplace-diversity
• https://legal.thomsonreuters.com/en/products/compliance-learning/training-courses
• https://legal.thomsonreuters.com/en/products/compliance-learning/training-
courses/sensitivity-training

34. Thank You