TRAINING & DEVELOPMENT
Internal Assessment 3
MBA FT (HR) 2019-2021
Semester 3
Institute of Management Studies (DAVV)
Prepared & Presented by :
Abhinav Shrivastava, Gazala Khan & Shivani bidwal
PREPARATION OF
A TRAINING
PLAN
A training model used
specifically for the description of
the activities and methods used
to guide a group of trainees ,for
a specific learning objective.
What does a Training Plan
comprise of?
• Subject matter of training.
• Duration of each training session.
• Methods of instruction of each topic
covered.
• Measures to evaluate training
effectiveness.
•Assessing value of training the program.
Training Plan : Customer
Services
• In this session we have : A large firm into
sales and marketing of electronic items of
all varieties having outlets nationwide.
• The objective of the training is to provide
customer services and support training to
the front end employees (in a city outlet),
which will impart requisite skills to help
them to deal with customers in a better way
and also have good selling & marketing
Overview of the plan
• Training Need Analysis
•Specification of
objectives
• Clarifying key
competencies
• Organizing methods
•Training program
duration
• Tools &
techniques
•Mode of Evaluation
Step 1: Training need analysis
• TNA; also called ‘skill gap analysis’ helps
address the gap between present and
required skill levels.
•This works on three levels :
•Organizational level
•Task level
•Individual Level
After conducting the analysis at all levels, it is
revealed that the enterprise is falling in profit and
sales level due to it’s customer services provided by
the front end staff, which are not up to the mark as
the customer representatives lack in proper soft
skills, product knowledge, marketing strategies etc.
Due to this fact, a training plan for customer
services and support is to be chalked out which
will enable proper training and also ensure it’s
success.
Step 2 : Setting Learning Objectives
This step answers to the question :
What does our enterprise want out of it’s
customer service training ?
“To enhance soft skills and product
knowledge among the employees and
develop critical thinking abilities to
strategies marketing ”
Step 2: Clarifying Key
Competencies
• The training may fulfill numerous requirements
but this steps mentions the key competencies
(KSA’s) that it focuses upon.
• In this scenario (customer services) the KSA’s
required are:
1. Knowledge of product / services
2. Soft skills & language
3. Understanding customers and applying strategies
accordingly
Step 3 : Organizing Methods
• Focus on customer interaction :
Walk the Talk
(Classroom/Instructor led training
OR role play) 4 sessions
• Familiarize with communication tools :
DigiCom
(On the job OR E-learning etc.) 3 sessions
• Thorough knowledge of products & services
Know your Work
(Classroom/Instructor led training) 3 sessions
• Understanding customer psychology
MindRead
(On the job; observations OR mentoring etc)
3 sessions
Step 4: Time & Duration of the Training
The time spent in the training has also to be
planned in order to ensure that the training is not
too long or too short but just efficient enough to
meet the cost as well as benefits needed. Also it
should be conducted during the off season time so
that the sales are not negatively affected due to the
training.
This will be decided as per the KSA’s and the time
taken to training and other criterion.
Action Plan
Total time : 10 days
Total no. of sessions : 14
Duration of each session : 1.25 hrs with a 15 mins. break
3 sessions p/day (inclusive of 1 feedback & doubt session)
• Day 1: Introduction and orientation
• Day 2 to 4: Sessions on customer interaction &
communication tools.
• Day 5: 1 session on customer interaction &
training evaluation test.
• Day 6 to 8: Sessions on product knowledge
and customer psychology.
• Day 9 & 10: Training Evaluation Tests
Step 5 : Tools & techniques
• Orientation
• Lectures/classroom sessions
(Guest lectures/Presentations/media tools
etc.)
• Demonstrations
• Role play/Simulation
• On the job training
• E-Learning
• Mentoring
Testing Tools
• Case study solutions
• Role plays
• Questionnaires
• Observations
Any Questions?
