Train2Learn's Organizational Dialogue Training Plan for Opal-Mart

This report details a comprehensive training plan developed by train2learn.com.au for Opal-Mart, a large Australian retail chain. The plan addresses key issues such as customer complaint handling, brand reputation, conflict resolution, and communication barriers. The training program aims to i...Read More

Running Head: Organizational Dialogue- Training Plan
Opal-Mart
Organizational dialogue
Training plan

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Executive Summary:
The Company train2learn.com.au was established in the early 2000’s keeping in mind the
growing importance of training & development in the corporate & education sector. Since
then, the company has moved into multiple business verticals pertaining to different kinds of
training required, the team grew from 4 numbered to 20 and boost a count of 200+ clients
with some of them featuring in fortune 500 companies. We specialize in Sales,
communication, motivation, leadership, customer handling, tech, strategic management&
language training. We have a reputation of successfully delivering training according to the
deliverables promised and maintain 6 sigma level of operation process in our organization.
In the report , it is established as to how opal mart and its employees can benefit from the
training to be received by train2learn, at the same time what are the different challenges faced
by opal mart and how they can be tackled is taken care of. The increasing customer
complaints, increase in communication barriers are some of the reasons which are putting the
company in the back seat, in the proposal, we have mentioned how we will take care of all
the problems being faced by opal mart within a specific timeframe.

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Table of Content:
Executive Summary...............................................................................................................................1
Table of Content:...................................................................................................................................2
Introduction...........................................................................................................................................3
Why train2learn.com.............................................................................................................................3
Benefit of hiring train2learn..............................................................................................................3
Communication Training: Its Importance in the organization...............................................................4
Advantages of Communication Training:...............................................................................................4
Issues to address....................................................................................................................................6
 Consumer complaints handling..................................................................................................6
 Brand reputation........................................................................................................................6
 Conflict handling.......................................................................................................................6
 The Barriers of communication.................................................................................................6
Training Philosophy:.............................................................................................................................6
Training audience..................................................................................................................................6
Training Plan.........................................................................................................................................7
Training Framework..............................................................................................................................7
Training Modules:.................................................................................................................................8
Urge to the CEO.....................................................................................................................................8
Conclusion.............................................................................................................................................9
References:............................................................................................................................................9

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Introduction:
Established in early 2000s, opal mart holds the credibility of being one of the finest retail
marts in Australia. The company owns several hundred retail stores across the country and
boasts impressive sales in some hundreds of millions. One of the finest work forces with
employees from across the globe, ranging over 30000. Each individual store holds about 300-
400 employees, Indian, Chinese and Australians dominate the workforce. The retail store in
the past has encountered some problems related to falling sales number, closing down of
stores and employee attrition. This can also be closely associated with communication gap
between the management and the staff accompanied with difficulty in handling customer
query and complaints, thus showing lacunae between the organization objective and strategy
being implemented to handle such situation. Training the staff in an appropriate manner can
be one of the viable solutions to improve the prevailing condition, resulting in boosting
employee morale and ability to handle customer effectively.
Why train2learn.com:
The answer to this can be simply attributed to the fact that in the past, we have trained more
than 80,000 employees when it comes to the retail segment, and ensured that the training
imparted has been fruitful, we do have a system of follow up after every 3 months for
duration of 2 years for continual assessment and evaluation of the training delivered. Some of
the retail players to work with us are: Myer, Kmart, Target, Harvey Norman, Terry white and
the list go on This states our understanding of the different types of situation faced by retail
chains, and our proven expertise in this field makes us “The best training providers”.
For opal mart, we have devised training in 2 categories, one for the customer facing staff and
other for the management. The modules are both engaging and intriguing at the same time.
The Combination of video tutorials, test, lectures, and team building exercises, puzzles, and
games makes the training modules extremely engaging and fun to learn
Benefit of hiring train2learn:
Train2learn has established its reputation in the retail segment since last 10 years and are the
market leaders when it comes to delivering professional training to the employees. The
company has a wide range of experts, who has relevant industry experience and is known in

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the industry for their powerful delivery. The training methodology of train2learn revolves
around driving engagement to the content and then extract conversation out of the same,
making the employee feel enriched. The modules are specifically written and designed
keeping in mind the contemporary problems faced by different sectors, and hence the
curriculum, which we provide is unparalleled, and has all the content of a great training
module.Our case studies are based on real life industry scenarios, which helps the employees
to connect better with the content.
Communication Training: Its Importance in the organization
Communication plays a central role in every facet of business, therefore it is highly
recommended to have effective communication internally (in the organization, between the
employees) and externally (between the organization and other stakeholders). Effective
verbal & nonverbal communication, thereby becomes vital in the workplace (Arnold &
Boggs, 2015). A lot of companies, hence spend a lot of money to train the employees on how
to effectively communicate, which then goes beyond conversations and helps the employee in
striking a chord with the individual.
Advantages of Communication Training:
 Help with diversity: Successful companies have a good proportion of global
counterparts and multiple cultures growing in the same area, in this type of situation,
to communicate effectively becomes of prime importance to the growth of the
company. The difference in cultures requires the employees to be well versed with
their verbal and nonverbal communication(Powell & Powell, 2015)
 Help with employee morale: It is one of the most significant factor which is contributed
by effective communication, the employees feel motivated if the communication is
smooth between the managers and the subordinates. A feeling of assurance sets in
them, which in turn improves their contribution to the company and hence increases
their productivity in the process. Things are bound to go smoothly if everyone is on
the same page by understanding the goals and objective of the business (Shockley,
2015)
 Helps in team building: Effective communication helps in bringing a sense of
ownership among the team members and also reduces unnecessary competition

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between various departments of the organization, which eventually results in more
productivity, integrity and a sense of responsibility for their work. It is also proven
that a manager who can communicate with his team effectively without creating a
hostile environment can harbor positive synergies amongst the team members thus
resulting In team building (Woodcock, 2017)
 Helps in building better relationships: Effective communication helps in building
better, positive & healthy relationships among all the stakeholders of the organization
which then results in building harmonious relationship in the company(Rosenberg &
Chopra, 2015)
 Helps in becoming self-aware: The communication training helps an individual
become self-aware, the training helps one in identifying his areas of improvement and
with the training the areas can be addressed. It also helps them to grow as
communicators and build on their unique strengths and deliver more power(Heine,
2015)
 Helps in removing cultural barriers: As mentioned earlier ,in global businesses, there
are people from many cultures who are working side by side , for everyone, it does
not come naturally to break those cultural barriers and get together, communication
training can overcome such barriers with great ease( Kitmoller & Lauring, 2013).
 Helps to facilitate innovation: It’s a simple logic, when an employee is confident of
his communication ability, he expresses his ideas as and when required, the
brainstorming sessions with the team can be highly productive if he is comfortable
and confident of his communication skill, in the absence of same, ideas don’t flow
and the company fails to get innovation out of its employees (Leeuwis, 2013).
 Helps in managing employees: When managers are effective communicators, they are
in a position to delegate responsibilities to the employees in a better manner; they are
in a position of command and also in a position to build better relationship with them.
The feedback given by such managers can help the employees look seriously to it and
work according to the goals set by the manager(Coombs, 2014)
 Helps in growth of the company: It’s a self-explanatory statement , in absence of lack
of communication any organization is prone to fall, but on the contrary, where
communication flows effectively among all its employees and department, the
company is sure to go leaps and bounds (Ward, 2016)
 Helps to ensure transparency in the system: Information when flowing seamlessly top
to bottom and vice versa, employees tend to trust the management and similarly

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management trust the employees, externally also, it easier to build a trust with the
brand which communicates with its audience, hence both internally and externally
transparency is maintained in the system( Mishra & Boynton, 2014).
Issues to address:
 Consumer complaints handling: It has been pointed out in the case study, the staff
at opal –mart is really not smart to handle customer complaints/concerns in an
effective manner, the lack of effective communication makes it worse, resulting in
loosing customer and fall in the business, with the communication training our team
will help the staff in being better communicators and handle customers in the way
desired by the company.
 Brand reputation: Sharp fall in business, increase in customer complaints and
shutting down of many stores put the company in a bad light, with the training
proposal we would like to address that as well..
 Conflict handling: It has been observed that there is a sense of conflict between staff
members of different department, different groups due to state of distrust and lack of
collaborative skills. This not only limits to internal conflicts, but it’s also towards
buyers & Merchandisers.
 The Barriers of communication: It is observed and has been brought to notice that
the management is very rigid about the information they share with the staff, the
information is not only restricted, it’s also misleading at times, leaving the staff in
fury and a state of distrust, hence the staff also does not put in extra efforts to improve
his productivity. Once these barriers of communication are removed, the system
would become very productive, learning & responsive.
Training Philosophy: We at train2learn.com.au believe that people learn when they have
an open mindset and are willing to engage, find the course relevant to them and have
complete faith that the training will help them in improving their personality. We deploy a 3
step process in our training which consist of Traditional learning followed by applying
learning and in the end action learning.
Training audience: The training audience in this case can be categorized in 2:

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 Sales staff/junior staff & supervisors- Dealing with the customers directly, customer
facing
 Senior managers/managers/decision makers- Responsible for processes/operation,
alignment & management controlling/strategic planning.
Training Plan: A training plan will have to outline as to who will be delivering the training,
when and where the training will take place and in depth the structure and components of
training. The document can be treated as a working document and it highlights all the needs
& requirement of the training (Schaefer,Asteroth &Ludwig, 2015). Training plan has some
important components attached to it, some of which are:
 The competencies to be achieved.
 The time-frame for achieving the competencies.
 The training to be undertaken.
 The delivery modes required.
 Assessment details & subsequent arrangements.
 Name of the qualification to be issued
Training Framework: It can be understood as the brain & soul of the entire training
methodology, modules, trainers and the competencies one can achieve with the help of
specific training (Zhao, Evans & Dugelay, 2014). The timeline required for a particular
module.
Position
Training Title
Efficient communication
series
Becoming effective leader
Effective & creative
Service
Motivation training
Culture training
Relationship building
Strategic management
Leadership 1
Leadership 2
Sales staff
Supervisors
Junior staff
Communication skills R
12
Team work R
6
Customer focus R
4
Job functional skills R
Competency

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6
Customer grievance
handling
R
8
Leadership R
6
Managers,
Senior
Managers
Communication R4
Leadership R
6
Teamwork R
4
Management R6
Note: R stands for required and the numerical following it stands for hours of training required.
Training Modules:
 Efficient communication- Mr James Cock- Lecture & video tutorials
 Leadership 1- Mr Robert - Lecture
 Leadership 2- Mr Robert- Lecture
 Strategic thinking- Mr Daniel Richardson- Video tutorial & assignment
 Relationship building- Mr James cock- Lecture, video tutorial & team assignment
 Service excellence- Mr Robert- Lecture
 Self-motivation- Miss Patricia-Movie & lecture
 Culture training- Miss Patricia-Video tutorial & lecture
 Decision making & problem solving- Mr Daniel Richardson- Lecture, video tutorial,
assignments.
Urge to the CEO:
In the capacity of Director (Customer handling), request you to kindly consider our proposal
in the light of our previous accomplishments in the retail sector. At the same time keeping in
mind that we are way ahead of our competitors in terms of experience, Teaching
professionals, Curriculum of our training plan, our unique way of teaching and expertise in
the retail segment. It can be established here, that Opal mart is surely going to benefit from
the training provided train2learn, and it can be rest assured and can be further verified in the
assessment of the opal mart staff right after the training, also 3 months after the training, the
improvement in the staff’s personality in terms of communication, customer complaint
handling and do away with the cultural barriers.

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Conclusion:
We would like to conclude with the saying, “Learning is an important part of an employee
personality development and a required facet for his growth at every stage of his professional
journey and also the growth of company”. At train2learn.com.au we assure to provide the
employees with training which will result an increase in employee productivity, better
communication flow, team building, customer service excellence & appropriate customer
grievance handling and all of these resulting in customer retention & increase in sales.

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References:
Arnold, E.C & Boggs, K.U 2015, Interpersonal Relationships-E-Book: Professional
Communication Skills for Nurses. Elsevier Health Sciences.
Coombs, W.T 2014, Ongoing crisis communication: Planning, managing, and responding,
Sage Publications.
Heine, S.J 2015, Cultural Psychology: Third International Student Edition, WW Norton &
Company.
Klitmøller, A & Lauring, J 2013, When global virtual teams share knowledge: Media
richness, cultural difference and language commonality, Journal of World Business, 48(3),
pp.398-406.
Leeuwis, C 2013, Communication for rural innovation: rethinking agricultural extension,
John Wiley & Sons.
Mishra, K, Boynton, L & Mishra, A 2014, Driving employee engagement: The expanded role
of internal communications, International Journal of Business Communication, 51(2),
pp.183-202.
Powell, R.G & Powell, D.L 2015, Classroom communication and diversity: Enhancing
instructional practice, Routledge.
Rosenberg, M & Chopra, D 2015, Nonviolent Communication: A Language of Life: Life-
Changing Tools for Healthy Relationships, PuddleDancer Press.
Schaefer, D, Asteroth, A & Ludwig, M 2015, September. Training plan evolution based on
training models, In Innovations in Intelligent SysTems and Applications (INISTA), 2015
International Symposium on (pp. 1-8). IEEE.
Shockley, P 2014, Fundamentals of organizational communication, Pearson.
Ward, J 2016, Keeping the family business healthy: How to plan for continuing growth,
profitability, and family leadership, Springer.
Woodcock, M 2017, Team development manual. Routledge.

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Zhao, X, Evans, N & Dugelay, J.L 2014, A subspace co-training framework for multi-view
clustering. Pattern Recognition Letters, 41, pp.73-82.