Case Study on White & Whistle Ltd

Assessment Title Case Study: White & Whistle Ltd
Qualification Module Code and title
Advanced Diploma in Business HP77 47
Continuous Workforce Development
Student ID Assessor’s Name
02000506 Mr. Milinda Mendis
Cohort Submitted on
SU19 and FA19 10/05/2021
No. Learning Outcome Task no
2 Produce a training and development strategy for an organisation 1
3 Design a training programme for a specific organisational purpose 2
Learner Declaration
I certify that the work submitted for this Assessment is my own and research sources are
fully acknowledged.
Student Signature: Date:....................

Task 1
Training strategy
A training strategy is built to achieve an educational goal in an organization. The goal of
White & Whistle Ltd is to improve employee retention even more thus reducing recruitment
and training costs.
Training need of the individuals
As an outsourced call centre provider, newly recruited employees of White & Whistle Ltd
needed to be trained to handle the inquiry, complainant management skills and the
negative situations that they could face while they work. To achieve this objective a training
need in coaching and self-management is needed for employees to handle the complaints
and to complete their own work without any barrier and in a motivated way. When
considering the timescale, newly recruited individual employees must be provided with
programs such as stress management and training related to complaint handling within a
short period of time.
Training need of the groups
The team leaders need to be provided with motivational skill programs, mainly because it
will increase team leader’s ability to motivate and build strong ethos across the
organisation. In order to achieve this objective training should be done and provide with
interpersonal and leadership skills, Through implementing interpersonal skills the leader and
the team members within a group will have effective communication skills particularly in
speaking and listening and through building leadership skills will ultimately improve the
leader’s ability to motivate and build team spirit and also the employees must provide with
a stress management program in order to maintain a productive and positive employee
environment. And the motivational skills programs that needed for the team leaders can be
arranged as group trainings which needed to be conducted in the medium timescale, not
immediately but also not too late.
Training need of the Organisation
With the development of the technology the employees of White & Whistle Ltd needed to
be provided with a training in relation to using of the new technological systems. This could
bring higher productivity and efficiency within in an organisation. These programs needed to
be conducted for all the employees in the organization in the long-term training process.

Resources that needed.
Training in Complaint management skills- The company should hire a counsellor who will
be employed to coach the employees in complain handling skills. And another employer can
be appointed to oversee the performance of the employees after the counselling process.
And that person can be used as a resource. This person will analyse the process and will
provide reports to the respective senior management.
Training in Motivational skills – The company should invest an appropriate amount. And
there should be an individual or an external firm who will be training the team leaders to
improve interpersonal skills and leadership skills. To develop the communication skills
company can arrange a day training program among the team.
Training in Technological skills – The Company should invest in learning centre and
resources such as projector, computers etc. An existing manager with expertise will be used
to teach employees about the business environment and the usage of the technology.
How training responsibilities should be allocated across the organisation
To achieve the training need of complaint management skills a supervisor will
be in charge in overseeing the progression of the employees. And with the
reviews a senior manager will take necessary actions. If there is any
improvement that is needed even after the training process, there will be a
supervisor who is responsible to inform the senior management about the
continuity of the training need.
To achieve the needed motivational skills, an effective leader should be
employed with an expert knowledge in team leadership and motivation. This
appointed leader will be responsible for upgrading the team leader’s
performance in listening and speaking skills and also the improving the team
spirit. The employed leader will analyse the overall interpersonal skills of the
employees individually and will provide the with the required advisees. And
also, there will be training program days which will include activities to
improve the team spirit among the team leaders.
To achieve the training need in technological skills, the senior management will
appoint an existing manager with a proper knowledge of technological skills to
this process. There will be training programs to all the employees using on the
job training method. By training the employees on using the technology will be
beneficial to the company by decreasing the damages occur to the machines
due to inappropriate usage, and through increasing in productivity. When
every employee has the knowledge on using the technology properly, they
don’t need to rely on other employees.

Recommendations that will ensure the training and development
goals will be achieved.
In order to achieve the training and development goals, the company should
employ a skilled individual as the Head of the HR department. So that he will
have the responsibility and the controlling power overall the HR department.
Investing in external firm or an individual is recommended to improve the
interpersonal skills that are need to the team leaders, because that will impact
positively in improving the communicational skills. This individual or the firm
will conduct programs to improve motivational skills to the team leaders, so
that they can effect directly in employees productivity.