Training and Development Lesson Plan for People's Credit Union Employees

TRAINING
AND
DEVELOPMENT

OBJECTIVES
The objectives of the lesson plan for the employees are focused to
understand the specific needs of the employees of the people’s
credit union and subsequently provide them with training that will
be helpful for enhancing their job roles. Credit union has 700
employees. Within this large number of employees Credit Union has
around 40 call center agents.

OBJECTIVES
To understand the most important requirements of the call center agents
To provide the employees with information that is the most effective
concerning their job roles
To enhance the pre-acquired knowledge base of the employees
To familiarize the employees with the working conditions of the organization
To increase the knowledge of the employees about the industry
To help the employees deal effectively with work related stress
To teach the essentials of customer service to the employees
To make the employees ready for their future corporate lives irrespective of
the industries

LESSON PLAN: TRAINING
OVERVIEW
The training will be focused towards the need for the employees to
get properly oriented with customer service
In People’s Credit Union customers have lodged several complaints
due to the poor performance of the employees
The objectives mentioned above is to provide the trainer with an
essential insight into the actual need for training
The employees will be divided into groups in order to make the
training process feasible
The training will be of the duration of one month with 3 hours of
training each day