Effectiveness of Communication and Training Programs

This report evaluates the effectiveness of communication and training programs within an organization. The manager's decision to conduct a training program for internal employees has been reviewed, and feedback was provided to implement the total concept in a corrective manner. The evaluation has helped the organization achieve its training objective effectively by making necessary changes and implementing new technologies for production processes. This has provided M&S a competitive advantage over others as talented employees are incorporated into the company, and effective training enhances their competitiveness, which generates more sales for the company.

PROFESSIONAL PRACTICE (L4)

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LO1 .................................................................................................................................................1
P1. Range of different communication styles and formats used at Marks and Spencer........1
P2. Effective time management skills to be used in planning and implementing an event.. .2
M1 Designing a professional schedule to planning an event organized at M&S...................3
D1 Evaluate the effectiveness of interpersonal skills implemented during the training event at
M&S.......................................................................................................................................4
LO2..................................................................................................................................................5
P3 M2. The various problem-solving techniques undertaken during the training event at
M&S.......................................................................................................................................5
P4 M3. Critical reasoning and justification on the solutions provided by manager at M&S.7
D2 Review the process of applying critical reasoning to the training event at M&S............8
CONCLUSION................................................................................................................................9
REFERENCES..............................................................................................................................10

INTRODUCTION
Planning a training event is all about learning new experiences and methods to carry out
business operations. It is a structural process which involves training of internal employees to
seek new challenges and advance technology know-how. The report will include various
communication skills needed for delivering a training session at M&S to a group of 40
employees thereby inviting motivational speakers and guests. Various time management skills
need to be discussed with employees of Marks and Spencer (M&S) so as to make the best
utilisation of time.
Marks and Spencer is a large retail company that specialises in the marketing of clothing
and other articles. The company is headquartered at London in the City of Westminster. M&S
was founded by a partnership between Michael Marks and Thomas Spencer in Leeds in 1884
which allows online services since the mid-2000s.
LO1
P1. Range of different communication styles and formats used at Marks and Spencer.
M&S being a multinational company is exposed to environment both internally and
externally affecting its operations (Kolić and et.al., 2018). The company needs a strong training
and development program to be arranged for its employees accomplishing objectives in a two-
day event.
The personnel at M&S are responsible for designing, organising and delivering a
communication format for planning and implementing a professional development event
(Martin, 2018). Various types of communication styles to be incorporated are:
Writing style of communication:
At M&S, it is accomplished by delivering letters, memos, emails etc. to employees in a
formal way to attend the training program held at the residential centre (Certo, 2018).
Presentation style of communication:
The personnel at M&S are responsible for communicating with employees through a set
procedure format by delivering a presentation about various new techniques and its method of
operations (Sasaki and et.al., 2017).
Speaking style of communication:
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The personnel at M&S is responsible for communicating with employees in a formal
manner as such a style of speaking helps in making impact on the employees (Austin and et.al.,
2017).
Body language style of communication:
The manager delivering training program to employees of M&S is responsible to have a
proper body language which in itself gives a clear communication to others (Certo, 2018).
Various formats used in communication process for delivering training program are:
Written Communication:
The company is required to give proper letters and emails regarding the point of meeting
and discussion of the training event to employees (Selman and et.al., 2017).
Verbal Communication:
Most important communication is verbally done so as to make employees comfortable as
changes are resisted by many (Sharon and Dori, 2017). The manager at M&S is responsible for
delivering presentation with concrete verbal communication.
Non-verbal Communication:
Non-verbal format of communication includes proper eye contact, posture and body
language of the person responsible for providing training to employees of M&S so as to learn
new ways of production (Austin and et.al., 2017). The manager has called a respectable
motivational speaker for this purpose.
P2. Effective time management skills to be used in planning and implementing an event.
The personnel at M&S who is responsible for planning and implementing of the training
event needs to look into the various time management skills so as to produce better results (Kolić
and et.al., 2018). However, the use of effective time management skill is essential for making the
event successful. Time management is a skill that helps in ensuring efficiency and productivity
thereby reducing stress. A good time management is not a difficult task but it is rather a
discipline which needs to be learned and practised (Martin, 2018). These time management skills
which should be taken into account for implementing the event are:
Schedule the two-day event properly:
The personnel and manager of the training event at M&S is obliged to make a proper
schedule of the steps related to training program to be performed by each person involved in the
process and inform them the same so no wastage of time is done (Kolić and et.al., 2018).
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Record minutes:
Training tasks should be recorded in minutes and not in hours so every speaker gets to
speak and have proper time to answer employees’ queries related to training program at M&S
(Sasaki and et.al., 2017). Such a thought will help give every person right amount of time
without any loss of vital training topics to be covered in the two days plan by implementing
proper understanding of procedures.
Take notes of the training event:
It is a vital process which implies writing down of important procedures and rules taught
by training professionals which will help employees at M&S to carry out the production process
effectively without any loss of time as the new process is handy with them (Selman and et.al.,
2017).
Leave time of refreshments:
As an event organizer the personnel is responsible for managing time by leave extra
hours for unexpected event and refreshment purposes for employees (Certo, 2018).
M1 Designing a professional schedule to planning an event organized at M&S.
The manager at M&S and his team is responsible for scheduling the professional training
event for the employees of the company so as to seek new techniques and methods for
incorporating in the production process to enhance scale of operations. This has been clearly
indicated by using a project management software such as Gantt chart (Selman and et.al., 2017).
The Gantt chart is a graphical presentation of a project which clearly depicts the various
activities to be done in a particular time allotted. This planning of a project helps in management
of time thereby accomplishing tasks (Austin and et.al., 2017). The personnel at M&S has
designed a schedule regarding the two-day event to be held at residential centre incorporating a
series of activities as well as various guest lectures with a span of 1400 minutes.
Activities Duration (in minutes)
Induction 40 minutes
Workshop 1 120 minutes
Workshop 2 120 minutes
Workshop 3 120 minutes
Coaching session 200 minutes
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Team activities 200 minutes
Guest Lecture 180 minutes
Motivational Speaker 180 minutes
Feedback and Review session 200 minutes
Refreshment 40 minutes
Task Mode Task Name Duration Start Finish Predecessors
Auto
Schedule
d
Induction 40 mins 30 April 2018 30 April 2018
Auto
Schedule
d
Workshop 1 120 mins 30 April 2018 30 April 2018 1
Auto
Schedule
d
Workshop 2 120 mins 30 April 2018 30 April 2018 1,2
Auto
Schedule
d
Workshop 3 120 mins 30 April 2018 30 April 2018 3
Auto
Schedule
d
Coaching session 200 mins 30 April 2018 01 May 2018 4
Auto
Schedule
d
Team activities 200 mins 30 April 2018 01 May 2018 3,4
Auto
Schedule
d
Guest Lecture 180 mins 01 May 2018 01 May 2018 5
Auto
Schedule
d
Motivational Speaker 180 mins 01 May 2018 01 May 2018 7
Auto
Schedule
d
Feedback and Review
session 200 mins 30 April 2018 01 May 2018 2,3,4
Auto
Schedule
d
Refreshment 40 mins 01 May 2018 01 May 2018 2,7
4

GANTT CHART
CRITICAL PATH ANALYSIS
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The various activities that needs to be accomplished for successful training event are
induction program which will initiate the process accompanied by three workshops which will
guide employees towards new techniques of production and better efficiency factors. The
workshops will be concluded with a coaching session provided by a trainer which will include
team activities and demo sessions as well (Austin and et.al., 2017). The M&S manger has also
arranged with the help of his team a guest lecture on new developments and its importance.
Another task which will be included in the two-days professional event is a session by a
motivational speaker which will boost the overall morale of employees thereby encouraging
them to work effectively and efficiently (Kolić and et.al., 2018). The training and development
program of Marks and Spencer will incorporate refreshment time for the two days event
providing tea, coffee and snacks to employees and training faculty free of charge. Lastly a
feedback and review session will be conducted where employees queries will be resolved by a
healthy discussion (Certo, 2018).
D1 Evaluate the effectiveness of interpersonal skills implemented during the training event at
M&S.
The persons responsible for carrying out the training program effectively has
implemented various interpersonal skills which will outline the success of the event (Sasaki and
et.al., 2017). Whenever we communicate with each other, the way of interacting with the others
represents the interpersonal skills a person has. Good interpersonal skills helps in accomplishing
tasks properly and in an effective manner. It involves mangers to empathies with employees so
as to understand their situations and provide solutions accordingly (Selman and et.al., 2017). The
mangers at M&S possesses exceptional qualities to break down complex tasks and ideas into
meaningful understanding for their employees so as to achieve competitive advantage over
rivalry firms (Martin, 2018).
The various types of skills used by the management personnel at M&S training event are:
Effective communication skills:
An effectiveness of communication is an important interpersonal skill need to be
undertaken by mangers at the store so as to meet requirements efficiently (Sharon and Dori,
2017). Both verbal and non-verbal communication is vital for success of the professional training
event of M&S for employees development (Kolić and et.al., 2018).
Listening skills:
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A proper listening skill is essential for carrying out the effectiveness of training program.
The manger and his team at M&S are consistently engaged in communication activities by
coordinating work and listening to various suggestions in order to schedule the event (Selman
and et.al., 2017).
Problem-solving skills:
The manger at M&S should posses problem solving skills as it is essential for
empathizing with employees and provide equivalent solutions to their queries and issues (Kolić
and et.al., 2018).
Decision-making skills:
The crucial interpersonal skill of a manger at M&S is decision making which is required
to carry out essential plans and objectives necessary for the training event (Selman and et.al.,
2017).
Negotiation skills:
The process of negotiation involves stages which are helpful in solving issues and
conflicts arising among business personnel and employees of M&S during the training event.
LO2
P3 M2. The various problem-solving techniques undertaken during the training event at M&S.
M&S has designed and organized a training and development event for the internal
employees of the company engaged in production process as well as in rendering services to
customers thereby enhancing sales of the company (Kolić and et.al., 2018). With advancement of
technology and new methods of production the manger has organized a two day event for the
training session of employees (Selman and et.al., 2017).
The manger however, undertook a series of steps to resolve issues coming up during the
training event through employees feedback. He needs to evaluate various courses of actions and
decide with the mutual consent of employees on a particular decision (Kolić and et.al., 2018).
Define the Problem:
The manger at M&S goes into in-depth study about the feedback and review session of
the two days training event and identifies various points of dissatisfaction by employees
(Selman and et.al., 2017). An exclusive research was undertaken to identify possible courses of
negative feedback by few employees. A root cause analysis has been undertaken by the training
personnel of M&S so as to identify the issue and define solutions to stop it to occur again
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(Sharon and Dori, 2017). This step is crucial for both mangers and employees as clear and
concrete information is developed.
Determine the Reasons:
Another step undertaken is to identify the causes which is hampering employees to utilize
the training in the right manner (Martin, 2018).. The manger at M&S carried out a critical
evaluation of each employee satisfaction by incorporating processes and systems necessary
(Selman and et.al., 2017). The problem mainly was incorporating changes which is resisted by
many employees of Marks and Spencer. The new methods and techniques of production was the
major cause of negative feedback.
Generate concrete Ideas:
The crucial step taken by the manger at M&S is to evolve ways to make employees
comfortable thereby incorporating newer changes which are essential for achieving goals
(Martin, 2018). The solutions need to be mutually decided as it will enhance employee
satisfaction by making them work towards achieving M&S objectives. Mutual determination of
solutions helps maintain harmony in the organization thereby accomplishment of tasks which
will give competitive advantage to the company without incurring extra cost on recruitment of
new employees (Selman and et.al., 2017).
Select the Best Solution:
Another important step taken by the management team at M&S so as to incorporate
changes is to determine the best solution in form of effective training provided to employees
again who are resisting changes (Martin, 2018).. After investigation and determination of various
solutions the manager is responsible with the duty to carry out the best outcome for the company
thereby satisfying employees.
Take Action:
Decision-making is important task undertaken by M&S mangers thereby implementing
changes in the system for the company to achieve competitive advantage (Martin, 2018).. It is at
times important tom take suggestions from employees and others while deciding on to a
particular action and its implementation (Martin, 2018)..
The importance of problem-solving technique is essential for a successful training
program as various deviations could be corrected as and when they arrive (Kolić and et.al.,
2018). All employees of M&S need to be prepared and equipped to meet the problem-solving
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challenges as it is not the sole responsibility of the management team in today's era (Time
Management, 2017). The manger and his team appointed for the training event is responsible for
carrying out the problem solving program for employees thereby boosting their morale and
enhancing their satisfaction levels so as to incorporate the changes implemented during the
training session (Sharon and Dori, 2017). In order to increase the efficiency of the organization
and the work performance of the employees there is need to evaluate the targets, objectives of
the business which needs to be completed in the managed time and various problem solving
methods needs to be incorporated for achieving success of the training event (Sasaki and et.al.,
2017).
P4 M3. Critical reasoning and justification on the solutions provided by manager at M&S.
The manger at M&S being liable to the accomplishment of objectives needs to take
crucial decisions which will impact line mangers as well as employees (Martin, 2008). This part
involves critical evaluation of the set decision which has been taken by the management at M&S
with the consent of employees for fulfilling organizational objectives. Thus, critical thinking
refers to analysing the situation reasonably by applying concept and generating ideas through
experiences and knowledge (Sasaki and et.al., 2017).
The mangers at M&S possess critical thinking ability which helps them in taking correct
decisions thereby including creative and rational aspects which helps in reflective process. The
managers adopt various perspectives to look into the problem which helps them to think in the
diverse area and then decide on to a particular action. Thus M&S have a compatible force of
employees which needs to be trained with time so as to achieve competitive advantage over other
firms competing in the same industry (Time Management, 2017). The manger see potential in
different situations and then act accordingly thereby incorporating critical thinking about the
solutions taken into consideration. There is one additional aspect of critical thinking that is vital
to M&S manager that is managing ambiguity. Such a technique helps mangers decide critically
and develop solutions accordingly.
The range of problem solving methodologies needs to be justifies by the mangers at
M&S. He is responsible for analysing, designing, organizing, developing and evaluating the
solutions which are needed to resolve the problem (Time Management, 2017). The solution
requirement, constraints and its overall scope needs to be undertaken by the manger responsible
for training event. The constraints of solutions may hamper the overall process thus a critical
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evaluation needs to be carried out on the cost required, speed of processing, compatibility,
expertise etc. The manger in order to use and apply the solution needs to undertake a structures
analysis of the technique incorporated so as to meet deviations if any and resolve them before
hand (Martin, 2008).
D2 Review the process of applying critical reasoning to the training event at M&S.
The need to be effective as a communicator, critical thinker, analyser, team worker and
interpreter is essential. Within the workplace these skills are needed on a daily basis to show
proficiency in designated tasks as part of a job role. The development of academic competence
and also the continuation of life-long learning and Continuing Professional Development (CPD)
is required to ensure that individuals have a valued set of interpersonal skills that can be applied
to any situation or environment (Time Management. 2017). In everyday life the ability to apply
critical reasoning and solve problems are necessary skills to enable task resolution and facilitate
effective decision-making.
Thus this step evaluates the process and review its outcomes as the solution decided and
applied by the manger is correctly working by accomplishing objectives. At M&S, employees
and managers have a common objective which is to enhance sales of the companies thereby
achieving competitive advantage over rivalry firms. For this process to be successful there is an
emergent need of training of internal employees which is undertaken by a scheduled process.
Now the mangers have developed plans and provided solutions to problems critically through
creative ways.
The manger has used a critical thinking and ability while applying solutions to the
problems so as to achieve success in the overall training program held at residential centre for
employees. This process was reviewed and feedback was provided so as to implement the total
concept in a corrective manner (Sharon and Dori, 2017). This evaluation has helped the
organization in achieving the training objective effectively by making necessary changes and
implementing new technologies for production process. This has provided M&S a competitive
advantage over others as talented employees are incorporated in the company and effective
training will enhance their competitiveness which in turn will generate more sales for the
company (Time Management, 2017).
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CONCLUSION
The report shows effectiveness of communication either verbal or non-verbal has
impacted the overall decision-making of an organization. The decision of top management to
conduct training program of internal employees for enhancing their knowledge and learning
experience so as to perform better. The time management skills of a manager is essential or
success of any project or work is clearly depicted in the above report. The effectiveness of
scheduled process of training which is a two day program by the manager and his team is
pictured in a systematic manner using a Gnatt chart. The importance and effectiveness of
interpersonal skills helps achieves various objectives by the manager as well as helps in
resolving issues coming in the process. The various problem-solving techniques is used by the
manager so as to resolve issues faced by employees thereby incorporating changes necessary for
success. Lastly a critical review of various actions taken and solutions provided is done so as to
resolve any deviations from the overall process.
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REFERENCES
Books and Journals
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Skills, Interpersonal Relationships, and Job Satisfaction in Emergency Medicine Residents.
Western Journal of Emergency Medicine: Integrating Emergency Care with Population
Health. 18(5.1).
Certo, S. C., 2018. Supervision: Concepts and skill-building. McGraw-Hill Education.
Kolić, D. and et.al., 2018. Gantt chart analysis to improve shipbuilding panel line assembly. In
SOME 2018, the 6th Annual International SOME Symposium (Ship Operations,
Management and Economics).
Martin, J., 2018. Profiting from multiple intelligences in the workplace. Routledge.
Sasaki, N. and et.al., 2017. Effects of brief communication skills training for workers based on
the principles of cognitive behavioral therapy: a randomized controlled trial. Journal of
occupational and environmental medicine. 59(1). p.61.
Selman, L. E. and et.al., 2017. The effect of communication skills training for generalist
palliative care providers on patient-reported outcomes and clinician behaviors: A systematic
review and meta-analysis. Journal of pain and symptom management. 54(3). pp.404-416.
Sharon, A. and Dori, D., 2017. Model‐Based Project‐Product Lifecycle Management and Gantt
Chart Models: A Comparative Study. Systems Engineering. 20(5). pp.447-466.
Online
Time Management. 2017. [Online]. [Available through] :<
https://www.mindtools.com/pages/main/newMN_HTE.htm>.
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