Learning and Development: Training Intervention Evaluation Report

This report presents a critical evaluation of a training intervention conducted at Northern Gulf Trading Company (Hyundai) in Kuwait, focusing on the role of the HR supervisor in designing, implementing, and evaluating training for the sales department. The report identifies the areas where training is required through performance assessments and direct observation, emphasizing the use of a Continuing Professional Development (CPD) approach. It details the design of a training program tailored for the sales department, including a structured schedule covering communication, sales techniques, product knowledge, and customer service. The implementation involves on-the-job training sessions and ethical considerations. The evaluation methods include direct observation, feedback from trainers and trainees, and analysis of employee performance post-training. The report reflects on the influence of contextual, organizational, and theoretical factors, such as Piagetian theory, on the training program's effectiveness in enhancing employee skills and contributing to organizational growth.

LEARNING AND DEVELOPMENT
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Table of Contents
Consider a training intervention that you are familiar with and critically evaluate how its design,
implementation and evaluation has been influenced by contextual, organizational and theoretical
factors...................................................................................................................................................3
Identifying the areas where training is required..........................................................................3
Designing training programme...................................................................................................5
Delivering training to the employees of Sales department.........................................................7
Evaluation of the training programme........................................................................................8
Conclusion .........................................................................................................................................10
References ..........................................................................................................................................11
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CONSIDER A TRAINING INTERVENTION THAT YOU ARE FAMILIAR WITH AND
CRITICALLY EVALUATE HOW ITS DESIGN, IMPLEMENTATION AND EVALUATION
HAS BEEN INFLUENCED BY CONTEXTUAL, ORGANIZATIONAL AND
THEORETICAL FACTORS
Learning and development is considered as essential for all the individuals since through this
numerous skills and abilities can be acquired (Fleetwood and Hesketh, 2010). The present research
study has been made on my work experience at Northern Gulf Trading Company (Hyundai) in
Kuwait. I have been working there as a HR supervisor and my main job role is to handle training
activities for the sales agents so that they influence purchase decisions of clients. Being a HR
Supervisor, it is my responsibility to make sure that each and every sales agent is capable enough in
managing sales and profitability of the company. Currently, I am engaged in identifying learning
level of the employees and for that I have made several assessment sheets also which needs to be
filled by the sales agent. This is also useful for them to identify their own potential level and
according to that they can undertake different activities for their own development.
Identifying the areas where training is required
In order to organize training for the employees, I always try to identify the areas where sales
department needs development. While organizing training for the staff members, I always
emphasize on CPD (continuing professional development) approach which is a planned process
where in several things are included related to learning and development of staff members of
Hyundai (Thorpe and Clifford, 2007). The CPD context states that there should be continuous
improvement in quality aspects by looking forward towards knowledge enhancement and learning
facets. Prior imparting training to the employees, I assume things to happen positively. This has a
positive impact on people's psychology; hence they might learn several things that are vital for their
job roles and responsibilities. In such respect, I consider organizational and ethical factors so that
training can produce appropriate results. According to my experience, I always organize training
sessions after identifying its need in the subsequent area and according to the requirement, I make
use of relative method for deriving positive outcomes in the same area.
I have identified training needs on the basis of ascertaining the performance of sales
department and I found out that most of the sales agent need training (Lyons, 2010). Supervisor of
sales department has given me several names for people who should develop their competency so
that to convince people for purchasing Hyundai cars. Being a HR Supervisor, I have performance
sheet of every sales agent; where by I can analyze the areas where people are lacking. This assists
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me to keep records of each and every thing. I have made use of several methods for the purpose of
identifying the need of training for sales staff (Fleetwood and Hesketh, 2010). Direct observation is
one such technique through which I came to realize that some of the staff members are unable to
influence customers. Regarding this, I have seen performance of some sales representatives and I
noticed that they are unable to deliver proper information to the clients regarding different cars.
Apart from direct observation, I also monitor staff's performance through acquiring
performance reviews from the supervisors (BUCKLEY and CAPLE, 2009). These are the methods
which I prominently use for the purpose of arranging training needs for the employees. At the same
time, I also undertake feedback from the clients regarding the services of the company. Regarding
this, client gives rating to each and every dimension and according to that I take decisions for
further training (Lee, 2010). Proper procedure has been followed so that everything can be included
in the schedule. Hence, from the above discussion, I can confront that training schedule of Hyundai
is directly emphasized towards employee development and learning; therefore for such aspect,
adequate concern is given towards all essential facets of employee learning and development.
Besides this, some sales representatives of Hyundai also consults me regarding arrangement of
training and development sessions on monthly basis. All the people themselves identify the areas in
which training is required. Thus, I can say that the above techniques are useful for me to ascertain
potential areas for training and development (Willis, 2011).
Designing training programme
Training session is designed for every separate department since it enhances the capability
and efficacy of employees from different aspects; however in the present case, emphasis has been
given only for sales department. I have designed training programme for sales department of
Hyundai so that people can learn diverse techniques to convince customers for more purchase. I
made a schedule and according to that, each and every employee working in sales department has to
attend the session (Pike, 2003). Training has been continuously conducted and that needs to be
applied to work practice so that positive impacts can be acquired. At Hyundai, training sessions are
organized on the basis of areas of requirements of sales department and chiefly it is provided to the
employees so that they can contribute in organizational growth and prosperity (Thorpe and Clifford,
2007).
Hence, here the theory of Piagetian can be applied which says that, an individual goes
through different stages starting from birth to adulthood and in all such stages, he learns different
things which changes his life. Similarly, this can be applied in individual's own life in which at the
initial stage of learning, most of the things are not properly known; thus according to time, people
try to learn more as per comprehensive ability; similarly, sales agent of Hyundai will also learn
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many things as per the time (BUCKLEY and CAPLE, 2009). Training has been provided through
different methods such as on the job and off the job methods and both the types are effectual in
terms of enhancing the capability of employees of sales department.
Training schedule for sales department
AREAS COVERED FOR
TRAINING
TIMINGS DELIVERED BY
Proper communication with the
clients
10:00 am to 12:00 pm on
Friday
Mr. Philips (Head of sales
department)
Ability to convince people 10:00 am to 11:00 pm on
Monday
Mrs. Rachael (Team Leader of
sales department of Hyundai
showroom)
Ability to deliver entire
information about the product
11:00 am to 2:00 pm on
Tuesday
Mr. Ross (Head of Production
department)
Management of customer
complaints and issues
3:00 pm to 5:00 pm on
Wednesday
Mr. Joey (Supervisor of
customer care department)
Interaction skills 4:00 pm to 5:00 pm on
Saturday
Mrs. Smith (HR Assistant)
This is the training schedule for the sales department of Hyundai which every employee
should attend so that they can learn diverse aspects about their job roles and responsibilities (Fante,
2008). The employees working in sales department must have the capability to communicate
properly with the clients so that they can prepare their mindset to purchase the car. Since, people
living in Kuwait have huge purchasing power; thus they can buy luxury cars of Hyundai and this is
possible when the sales agent will change their mindset regarding purchase of cars. The above
schedule has been prepared by looking towards its requirements in the organization. In the session, I
will make sure that people are attentively attending it and nobody is skipping such useful sessions
(5 EVALUATION METHODS TO EVALUATE STAFF TRAINING RESULTS. 2015).
I have called several expertise who can impart training to the employees; hence it is my
responsibility to ensure that every one is participating in development sessions. This schedule will
be managed by the external trainers; however I am also engaged into these sessions. I am
motivating people so that they can develop positive attitude towards organizational coaching
sessions (Fleetwood and Hesketh, 2010). Apart from this schedule, I will also deliver training to the
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sales agent on every Thursday about the skills which they need to develop for company's
profitability and also for their own development. After working hours, I will train staff members of
sales department regarding the above mentioned areas. According to my experience, it is essential
for the staff members to develop convincing ability because such skill can only help them to
contribute more in company's sales and profits. I
Delivering training to the employees of Sales department
In order to deliver training to the employees, I have selected a day (Thursday) because every
Thursday in Hyundai is half day; hence this will help the employees to attend sessions without
having fear of work burden. On the job method is being selected; thus training session has been
organized in the conference room of the showroom (Freeman and Ceriello, 2011). This particular
place has been selected so that employees need not to get to another place for training. To deliver
training to the employees, I have contacted many people who have knowledge regarding ways to
increases sales ratio. I have also formed action plan in which each and every activity is decided
according to the budgetary aspects. I have consulted the senior management as well regarding the
subsequent training session.
I have implemented the plan so that employees can become talented and this will also assist
them to contribute more in performance and productivity aspects (GIBB, 2007). This is another
strategy for talent development; however people do resist attending training events because of the
comfort zone they have with the existing work processes. I am experiencing such types of issues
because most of the employees in sales department are not ready to attend the session (Jim and
Clare, 2011). Every Thursday after working hours, I deliver training to respective people regarding
requisite areas. This helps me to enhance knowledge level of the employees and as a result, they
will be able to convince more people.
Training has been delivered in appropriate manner as per the needs of sales department and I
have also communicated to the department about involvement of ethical aspects while delivering
services to the clients. I inform people that only ethical and accurate services should be given to the
clients so that they get best experience after deriving products. Staff training and development
events are organized on regular basis so that capability and efficacy of the employees can be
accelerated. Thus, from the discussion it is evident that I might help sales department to retain
potential clients for longer span time (Köksal, 2006). I am giving equal importance to all the
sessions so that staff members can learn numerous skills and abilities. From past two weeks, I told
people to maintain direct interaction with the clients and only relevant utilities should be
communicated to the services users.
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Evaluation of the training programme
I will evaluate training session because they I want to identify all my efforts in
organizational practices. In order to evaluate the effectiveness of training session, I will conduct
direct observation so that all the practices can be monitored and according to the same, changes can
be made to the subsequent training event (Lee, 2010). Further, I will also undertake feedback from
the trainers and trainees in respect of the particular development session; thus this is one of the
effectual methods through which efficacy of training event can be found out. Apart from this,
individual's own capability and potential can be identified afterwards when they acquire training on
diverse grounds. However, I can also use direct observation for the purpose of analyzing
performance of employees afterwards the training session. Peer advice and opinion is another
technique through which I can evaluate success of training and I have selected the method because
peers have direct idea regarding the performance and efficiency of their colleagues (Lyons, 2010).
Thus, it can be said that direct observation, peer advice and expert opinion are some of the essential
methods through which I can evaluate the capability of training event. Efficiency of training event
can be identified through ascertaining the skills and efficacy of employees. The scope of boredom
does not present in any of the session because proper gaps are maintained after every session.
I have evaluated the training session and according to that I came to realize that people are
enhancing their learning ability as per Kolb's learning cycle (Pike, 2003). The model sets out four
distinct learning style which are actually based on a four stage learning cycle. The model has been
used so as to evaluate efficiency of training session. According to the views of Kolb, knowledge
results from the combination of grasping experience and transforming it. All the dimensions are
discussed in the below section:
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 Concrete experience: This is such style in which people learn things from specific
experiences by relating it to people; hence learners can be regarded as sensitive to other's
feelings. Chief focus is given towards feelings of others. As per the model, I have identified
that some staff members have learned things through experiencing changes in their
performance level. Reflective observation: This is the style in which learner observe things prevailing in the
environment from different perspectives (Timofeevich and Zhong, 2006). Moreover, they
look chiefly on meaning of things so that knowledge can be implemented into practical
work processes. Hence, I realized that sales agents have learned things by observing other's
work. This depicts that demonstration in training session has actually worked on. Abstract conceptualization: In this style, learner logically analyzes diverse things to
challenge own analytical thinking. Hence, learner emphasizes on new ideas and they act on
intellectual understanding of the situations (Willis, 2011). Hence, this criteria has been used
to evaluate how much people have learned from the training session. On the basis of
abstract conceptualization, I can say that skills and abilities should be developed on
continuous basis. The training session is useful for the employees because attending the
same, new things have been seen in practices.
 Active experimentation: Learner here develops the ability to get the things done by
influencing people. This is considered as risk taking approach because several dimensions
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Illustration 1: David Kolb's learning styles
(Source:Thorpe and Clifford, 2007)

are not known while applying things into action (Zviran and et. al., 2011). Thus, in terms of
evaluation, it can be said that people have developed many skills and they are now also
capable in delivering prominent services to the clients.
CONCLUSION
Thus, it reflects that the above mentioned training is useful for the employees as they have
learned various methods of enhancing company's sales and profitability. Thus, on the basis of entire
discussion, it can be said that training sessions should always be organized after comprehending the
nature and interest of employees and on that basis, activities should be classified. All the facilities
are there for the participants so that they can attend the session regularly, in such respect adequate
allocation of resources is required. As per the present case, training events are required to be
evaluated so that areas of development and improvement can be found out for future aspects.
Moreover, as per the theoretical aspects, it is crucial for the manager to consider the psychology of
people during learning process. Proper scheduling is required at this stage and there in each and
every aspect should be clearly defined from starting to winding up stages.
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