BHP Billiton: Training Program Report for Intercultural Skills

This report presents a detailed analysis of a training program designed for BHP Billiton, an Australian company in the hospitality sector, to address identified gaps in intercultural communication among its employees. The report begins with an executive summary and an introduction, followed by an overview of the organization, highlighting the importance of the training program in improving customer service and addressing linguistic barriers that were impacting performance. It identifies the participants, including customer care executives, front-line managers, and sales executives, and explains the benefits of the program for these individuals, such as increased skills and improved language proficiency. The report outlines the program plan, including objectives, schedule, planned activities, methods of delivery (lecture, discussion, on-the-job training, and e-learning), and instructions for the trainer. It also details the resources required, including technological and material needs, and addresses potential barriers to implementation. The Kirkpatrick Four Level Training Evaluation Model is proposed for feedback and evaluation. The report concludes with a summary of the program's potential impact on employee performance and customer satisfaction.

Running head: TRAINING PROGRAM
TRAINING PROGRAM
Name of the Student
Name of the University
Author Note

1
TRAINING PROGRAM
Executive Summary
BHP Billiton is an Australian company which is involved in the hospitality sector. The given
company has high demand during the peak season and in the present year, it witnessed that the
performance of the company was not as good as the previous years. The report will be discussing
the different aspects of the training program which was formed in order to address the training
needs which were analysed with respect to the lack of intercultural techniques in the employees.
The costs, resources, barriers and other relevant components have been given.

2
TRAINING PROGRAM
Table of Contents
Introduction......................................................................................................................................3
Organisation.....................................................................................................................................3
A brief description of the organisation........................................................................................3
The importance of the training and/or development need that was identified............................3
Participants......................................................................................................................................4
Identify participants.....................................................................................................................4
Explanation of the cohort of who need to participate in the program.........................................5
Ways in which the participants benefit from the program..........................................................5
Program Plan...................................................................................................................................6
Program objectives......................................................................................................................6
Schedule and planned activities...................................................................................................7
Method of delivery......................................................................................................................9
Instructions for the trainer.........................................................................................................10
Feedback / evaluation................................................................................................................10
Resources Required.......................................................................................................................11
Technological requirements.......................................................................................................12
Materials required to for the training.........................................................................................12
Location.....................................................................................................................................13
Staff............................................................................................................................................13
Costs and Budgets......................................................................................................................13
Possible Barriers............................................................................................................................14
Conclusion.....................................................................................................................................16
References......................................................................................................................................17

3
TRAINING PROGRAM
Introduction
Training forms an essential aspect of an organization with respect to the human resource
department. The given report follows a structured format whereby a brief note on the
organization and the objective of the training program will be discussed followed by the brief
details of the training program (Alfes et al., 2013). The resources required followed by the
barriers to the implementation of the program will also be provided.
Organisation
A brief description of the organisation
The organization BHP Billion is a company in Australia operates within the hospitality
sector. The company is one of the leading companies and is famous for its excellent customer
service it tends to provide to the different clients. The company achieves high number of orders
and demands during the peak season. The human resource aspect of the organization needs to be
given utmost importance as it helps in achieving competencies. The company looks out for
training and development programs in order to increase its competencies.
The importance of the training and/or development need that was identified
The BHP Billiton deals with various clients around the globe and for this reason it is very
important for its employees to ensure that they engage in a successful communication with them.
In the service industry the importance of successful relationships with the different customers
plays a key role and waists the firm to achieve long term success in the business domain. Hence,
when the previous y ears peak performances were measured with that of the present year
performance, it was observed that the company had not performed as well when compared to the
previous year`s peak season, hence, for this purpose the main reason for this was analysed and it
was discovered that the main reason for which the company had not been able to perform this
well was because it had not been able to solve the problems of the customers as efficiently (Alfes
et al., 2013). The main reason which was identified behind this was that the customers and the
employees were facing linguistic barriers and for this, when a client placed a certain need in the

4
TRAINING PROGRAM
given domain then, this lead to confusion and assistance from external help. This increased the
time frame and it was concluded that the customers would not return to the firm because they
were unable to put up with the slow procedures.
Hence, the need which was identified was that the employees needed to be provided with
adequate training with respect to the manner in which they would not face any linguistics
barriers and secondly, they would be able to solve the problems effectively without being
burdened by the need to get external assistance.
Participants
Identify participants
The participants who would be participating in the given program are as follows:
 Customer care executives
Mr. A
Mr. X
Mr. C
 Front line Managers
Ms. D
Mr. y
Mr. O
 Sales Executives
Mr. K
Ms. U

5
TRAINING PROGRAM
Ms. Z
The given nine members have been identified for the training program because for the
specific training needs analysed and it was concluded from the feedback forms distributed to the
different customers reflected that the given employees were facing specific problems with
respect to communicating with the different employees and thus, for this reason, it could be
concluded that, they needed to be provide with the given training facility (Alfes et al., 2013).
Explanation of the cohort of who need to participate in the program
The primary characteristics of the different employees who would be participating in the
given program has been given as follows:
 They are all aged below 30 years of age
 They tend to deal directly with the consumers
 They have been associated with the organization for over 1 year
 They prefer visual learning
 They are actively participating in the training program in order to increase their given
performance.
Ways in which the participants benefit from the program
The different participants who would be participating in the given program would benefit in the
following manner:
1. Increased skills- The given participants who would be participating in the given program
would then be attaining additional skills in order to improve their performance (Njoroge
& Gathungu, 2013). This would assist them in their personal career development as well.

6
TRAINING PROGRAM
2. Increased independence- The given program will also train the employees and teach them
how to remove external help and assistance which wold in turn assist in making the
service process quite shorter than what it actually is.
3. Improvement in language skills-The language skills of the employees would be
improving considerably. This would then lead to larger sales and increased revenue of the
organization.
4. Removal of linguistic barriers-They employees will be provided with training on the
foreign languages, for which they will be made to learn certain key phrases and terms.
These key terms would then assist the given set of employees by allowing them to
communicate with the different customers very easily (Jehanzeb & Bashir, 2013).
5. Better service -With the help of this training program, the different customers would
become efficient in providing assistance to the different customers which would then
assist the firm in improving its operations and performing well in the given domain.
Figure 1: The program blueprint (Source: Purce, 2014).
Program Plan

7
TRAINING PROGRAM
The program planning for providing training to the different employees in order to assist
them in becoming better or to assist them in ensuring that they are able to overcome all language
barriers have been given as follows:
Program objectives
The objectives of the given program are as follows:
 To train the employees and teach them how to provide efficient services to the given set
of clients
 To teach bilingual languages to the employees to help them in assistance
 To improve client satisfaction (Cox & Warner, 2013).
 To help employees in their career development
The given objectives are based on the theory that the employees who are provided
efficient training tend to perform better than those set of employees who are not provided any
specific training or who are often forced to work under difficult circumstances. According to
Cox and Warner (2013), training brings about effective learning and relationships among the
different employees. Training is therefore considered to be beneficial for the organization in the
long run as well as it helps in assessing the gaps in the performance of the employees and indeed
helping them to remove these gaps.
Schedule and planned activities
Sr. No Activity Motive Resources Time period Person
Responsible
1 Introductory To provide a
brief to the
different
employees
regarding the
Stationery
Presentation
Internet
1 day Trainer
Assistant
manager

8
TRAINING PROGRAM
contents of
the training
program
(Grohmann
& Kauffeld,
2013).
Catering
2 Lecture on
client service
To make the
employees
realise the
importance
on healthy
client
relationships
and fast
services
Materials on
topic
Stationery
Presentation
Internet (Keep,
2014).
Catering
2 days Assistant
manager
3 Information
about
linguistic
barriers
To provide
them a brief
note on how
to deal with
different
cultured
people and
provide brief
linguistic
trainings
(Purce,
2014).
Materials on
topic
Stationery
Presentation
Internet
Catering
Video clips
2 days Supervisor
trainer
4 Role playing To make
them ready
for the job.
Materials on
topic
2 days Trainer

9
TRAINING PROGRAM
Stationery
Presentation
Internet
Catering
Real time
consumer
information
Supervisor
Manager
5 Test The
effectiveness
of the
training
program may
be test after
the clients
undertake a
test
Stationery
Papers
Internet access
1 day Trainer
Method of delivery
The method of delivery which has been chosen for the given program is as follows:
 Lecture Method- The lecture method can be described as the proper classroom method
whereby the different employees will just be receiving guidelines and lectures with
specific learning outcomes from the different units that will be taught (Malaolu &
Ogbuabor, 2013). This is an introductory program whereby the different employees will
be briefed upon the importance of an efficient consumer service in the given industry and
also highlight why the training program is being provided to them (Marler & Fisher,
2013). They will be made to understand the reason for which they have been chosen for

10
TRAINING PROGRAM
the given program. Certain theoretical notes and other documents will also be given out
to the customers.
 Discussion Method-The discussion method will be used to give the employees a chance
to discuss the different problems which they have been facing with the trainers and
through this they will be able to express the primary problems which they have been
facing in the given domain followed by how to overcome these problems (Gray et al.,
2013). The given method will be relatively used in order to understand the primary gaps
which may take place in their execution or performance. The feedback which may be
achieved from this may then lead to better execution in the next phase.
 On the job training-The on the job training method will be effectively used and the
employees will be required to work in an environment whereby the reflection is same as
the real seeing which they work in (Marchington et al., 2016). Through this they will be
given the job of a role play. This roleplay will then be used to assess the shortcomings
and provide a scope for their improvement.
 E-learning-The e-learning training will be effectively used to teach the employees the
languages which they face problems in. The will be provided with e-learning materials
and other notes so that they are able to learn and perform well in the given domain.
Instructions for the trainer
The trainer will be provided with the following instructions in the given domain:
 To assess the gaps which exist within the given group of employees
 To analyse their shortcomings and work on them accordingly
 To maintain the decorum and not get into any friendly kind of relationship with them
 To take regular assessments so as to track their progress
 To ensure that the training needs are being met with diligently
 To ensure that the training which is being provided, is in line with the vision of the
employees
 To treat each employee with respect and courtesy

11
TRAINING PROGRAM
Feedback / evaluation
For the feedback and evaluation the given model of Kirkpatrick Four Level Training
Evaluation Model shall be utilised in order to analyse the effectiveness and impact the success of
training program which will be provided so that n the future this can be improved and the given
organization will be able to achieve success in the given domain. The four levels which will be
used are as follows:
 Reaction.
 Learning.
 Behaviour.
 Results.