HRMT 160 - Training and Development Report: PCU Employee Training Plan

This report outlines a comprehensive training and development plan designed for the employees of People's Credit Union (PCU). The primary objective is to enhance the skills of the call center agents and improve customer service. The report details specific objectives, including understanding employee needs, providing effective job-related information, and preparing employees for future corporate roles. The lesson plan encompasses a one-month training program, incorporating various methods like coaching, simulation, lectures, technology-based training, and quality training. The training methods involve real-life scenarios, interactive sessions, and technology familiarization. The report also addresses time requirements, logistics such as trainer selection and facility needs, and emphasizes the importance of proper training for organizational success. The conclusion highlights the significance of customer service training and the role of the outlined methods in achieving the training objectives.

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

TRAINING METHODS:
COACHING
The trainer will coach the employees in regards to the job
requirements
The trainer will also focus on guiding the trainees with regards to
the ground level requirements of customer service
The trainer will assess the individual outcomes of the employees
from training
The trainees will be informed about the organizational aspects by
the trainer

TRAINING METHODS:
SIMULATION
Real life scenarios will be used by the instructor to train the
employees
Various employees will address a simulated problem in their own
unique ways
The real-time issues with regards to customer service will be
presented to the employees
The presentation of well known previous scenarios will be used as
background for the simulated training

TRAINING METHODS:
LECTURES AND
CONFERENCES
Conferences and lectures refer to the interactive sessions that
trainers can have with the trainees
Guest lecturers will be invited to provide trainees with information in
regards to the need for training
The guest lecturers will be successful businessmen that have much
experience in the organizational field
The lectures will also focus on the problem areas of the organization
The lectures will focus towards how the customer service executives
can improve themselves and help their peers to grow at the same
time

TRAINING METHODS:
TECHNOLOGY BASED TRAINING
Trainees will be familiarized with the technology that are to be used
for their customer service jobs
The trainees will get to work with dummy technologies of actual
systems that they will have to use
The trainees will get to know the various technologies that are used
for their work

TRAINING METHODS:
QUALITY TRAINING
The trainees will be trained on the quality requirements for their
jobs
The trainees will be familiarized with the quality requirements of
their jobs
The trainees will learn to differentiate between good and bad
quality parameters
The effect of quality towards customer satisfaction will be taught to
the students
Quality as a crucial parameter will be effectively imbibed within the
trainees

TIME REQUIREMENTS
The training will be held within a fixed timeframe
The normal operational activities will be continued along with the training
process
The employees will be divided into various batches that will be trained by
various trainers simultaneously
Different days will however be fixed for the trainee groups to ease pressure
on the training management teams
The complete training will be finished in 1 month time for all the groups
Training sessions will be for 3 hours and 5 sessions per month for each group
Combined training sessions will be held after the month for increasing
employee interaction and participation

LOGISTICS
Trainer selection will be very important and the trainer need to be
very well versed with the operations of the organization
The objectives of the training process need to be efficiently aligned
with the process of training
The trainer will be selected on the basis of substantial amount of
experience in the organization
The room for training will be big enough to accommodate the
trainees between the ages of 20-30 years and the trainer
Division of trainee groups will require the more than a single room

LOGISTICS
The various equipment that can enhance the learning of the
audience will be utilized
There will be a LCD TV and a projector that will be useful in showing
various videos and visual notes to the trainees
Tables and chairs will be utilized for providing trainees with
comfortable sitting arrangements
There will be a cupboard with all the basic requirements for training
the lock and keys will be with the trainer for security
Charts depicting diagrams and graphs concerning customer service
activities will be present

CONCLUSION
Proper training is much required for proper functioning of an
enterprise
The trainees will become the employees of the organization, who
will be the biggest assets for the company
Customer service is not an easy domain and the trainees require
effective training to boost their communication and presentation
Induction, simulation and lectures methods mentioned in the report
can help the employees to get better understanding of their future
job roles