Organizational Development: Customer Behavior Training at Yan Toh Heen

This presentation outlines a training and development program for Yan Toh Heen restaurant staff, focusing on understanding customer behavior. The program aims to enhance employees' skills in identifying customer needs and expectations. It includes an introduction, background information on the program's itinerary, and details about the trainers. The presentation covers the session's aims, learning outcomes, and a brief outline of the format, including lectures, group discussions, role-plays, and cognitive thinking exercises. It also incorporates academic overviews such as the personal variable model and Shannon's communication model to improve understanding. The presentation highlights various activities with their allocated time and explains the VAK learning style. The conclusion emphasizes the importance of training and development for organizational, team, and individual growth within a competitive business environment. References to relevant academic sources are also provided.

Change & Organizational Development
Strategies
Part 2

Cover Content
 Introduction
 Background
 Session Title: Understanding of customer behavior
 What is understanding of customer behavior
 Session Learning Outcome
 Brief outline of format
 Academic overview
 Activities & Time
 Conclusion
 References

Introduction
 Training and development is the program conducted by Human
resource manager of organization by hiring expertise.
 It will help them in enhancing their skills and knowledge related to
particular activity.
 This presentation is based on Yan Toh Heen restaurant and which is
providing training program for developing skills of staff members
related to understanding of customer behavior

Background
 Itinerary is known for the planning purpose related to any type of
activity.
 In relation of training and development program it involve activities to
be conducted along with their timing and outcomes.
 Programs involves only activities but an itinerary includes day, date,
time duration as well as point of conducting training program.

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 There are several benefits of framing itinerary before providing
training and development session to employees of Yan Toh Heen
restaurant. Explanation of these are as follows :-
 On time accomplishment of goals and objectives behind providing
training session.
 Each and every activity will be conducted in effective manner with their
duration.

Trainer background
Yan Toh Heen hire trainer for providing training to their staff
members. For this restaurant trainers are being arranges by
Tomorrow the world that are specialised in management of human
resources. These trainers have Masters in Business administration
with HR specialisation and have the experience of around 3-4
years of working in hospitality sector.

Session Title: Understanding of customer
behavior
 Session Aims:
 The main aim of this session i.e. understanding of customer behavior is
to develop the skills and capabilities of Yan Toh Heen restaurants'
employees will be able to identify the behavior and expectation of
customer.

What is understanding of customer behavior
 It is important for understanding customer
behavior so that company will able to fulfill
their need and wants.
 Mainly behavior of buyer is related to their
taste, preferences and buying behavior
towards particular goods and services.

Session Learning Outcome
 By getting training over this concept, the employees of Yan Toh Heen
restaurant will be able to offer service as per the need and expectation
of customer.
 This in turn develop an environment of learning culture among
employees.

Brief outline of format
 Providing understanding regarding the conversation process.
 Identifying the basic requirement of customer so that it will get fulfilled
in effective manner by staff members.
 Analyzing buying pattern in relation with food or services because it
will help in identifying purchasing behavior of customers.
 Analyzing the manner of providing better service as per expectation
because it will help in making them satisfied.

Academic overview
 In order to improve the outcome of this session knowledge of
employees will also be enhanced with the help of theoretical
information.
 For this an understanding regarding the personal variable model will be
provided to employees which describe the factors over which customer
make decision

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 In addition to this Shannon's model of communication will also be
teach to them that support in enhancing communication. Process of
Shannon's communication model are as follows :-
 Sender is the person sending message

Activities & Time
Activity Time
Lecture 15 minute
Group discussion 10 minute
Role play 10 minute
Cognitive thinking 10 minute
learning debriefing
questions, 10 minute
feedback/evaluation 5 minute

Activities & Time
Activity Time
Lecture 15 minute
Group discussion 10 minute
Role play 10 minute
Cognitive thinking 10 minute
learning debriefing
questions, 10 minute
feedback/evaluation 5 minute

Learning style Theory
VAK learning style – VAK model
It is a learning style model that provide simple way of explaining and
understanding learning style. The VAK learning style basically uses three
main sensory receivers such as vision, Auditory and Kinaesthetic in order to
identify the person's preferred learning style.

VAK learning style – VAK model
Learning style Description
Visual Seeing and reading
Auditory Speaking and listening
Kinaesthetic Touching and doing

Conclusion
 From the above discussion it has been concluded that training and
development is important for organization, team as well as individual.
 Because it help in enhancing skills and knowledge which is necessary
for sustaining within competitive business environment.

References
 Aragones, T. and et. al., 2016. Method and system for automated
personal training that includes training programs. U.S. Patent
9,457,256.
 Johnson, J. L. and et. al., 2019. Ten-Year Legacy Effects of Three
Eight-Month Exercise Training Programs on Cardiometabolic Health
Parameters. Frontiers in physiology. 10. p.452.
 Pierson, J. F. And et. al., 2015. Cultivating psychotherapist artistry:
Model existential-humanistic training programs.