TrainingandDeveloping.outcome3英.pdf

word 文档 可自由复制编辑 Training and Developing the Workforce Written by:Liu Xing Class:Business one SQA:2009180 word 文档 可自由复制编辑 Preamble In order to better design a training program,the first manager in Bell Co.,Ltd.For all managers,interview preparation is very important.If we do everything I can,not only can keep all the work with developing countries to facilitate,and we know we need to do the necessary work the next.Company may be able to do much training itself-at a time of significant cost,of course.Experienced a good source of staff training,whether at work or in a more formal,off-site meeting lunchrooms or classrooms.Companies can also save time-not money-if you hire a third-party instructors for classroom sessions.Inexpensive,easy to repeat the training can be found in video-based courses,computer-assisted instruction and Web-based training.Participated in the visit of the need to do some preparation,for example,what is the purpose of,or to throughput interview.What requirements should a candidate.How do we do this program.In the interview prepared to ask questions and tests.We need to select the specific time,place,cost and staff.Prepare some equipment.Thus,in an interview with reporters,access must be able to use appropriate questioning techniques truth.Interviewers should be clear instructions accurately reflect,in an interview with reporters expressed satisfaction.Interviewers must also be able to use the companys rate plan candidate rating different candidates.Interviewers must be able to provide the service and conditions of the companys background information.Interviewers must be able to apply to the companys equal opportunities and recruitment policies.Interviewers must be able to observe the candidates response,to ensure that both his nerves than the theme of change,and free calls.However,in the interview process,we should create a major that respondents happy,friendly,comfortable environment,and the other interviewer to have good communication,and can ask some simple questions to help ease the pressure and the respondents tension.For us,the core of the interview,which is the most important word 文档 可自由复制编辑 part of the plan.At this stage,the interviewer put their main focus is to collect the respondents ability to work-related information.We should be more concerned about how to ask questions.After this interview with reporters,the interviewer can choose and decide in the next interview.Then at the right of respondents to a written interview to determine who will get the job vacancies.In the end of the interview,although we will assess the record of an interview with reporters to analyze a candidate,and with the relevant managers in an interview with reporters,also attended part of each candidate to talk about.By 1975,according to Kolbs theory,we can make good use of it,to assess the work,showing that the learning process,through the learning cycle.There are four main elements of this cycle and is important to note that a learning process can start at any time.Equally important,we all know,the completion of the learning process of learners need to address the cycle all the way.Design of training activities,it is very important because we need to guide learners through the learning cycle of the four elements.Kolbs learning cycle of the elements contained in the specific experience,observation and reflection,forming abstract concepts and generalization,the concept of the new situation and the impact test.Because it provides a way to understand individual peoples different learning styles,experiential learning also shows that,for all of our cycle.According to this training program,it also requires trainers to use their specific experience,and pay for the course of the training program reflect the views or concerns.After this,the training division of the information required,they observed that the concept of abstract and general form.Finally,all the information has become a kind of experience,so that instructors or managers in the organization can use this information to test the concepts,the new situation.In a training program,we must pay attention to four points.They are Preparing for the interview,Conducting the interview,Advantages and disadvantages of the interview,and Discrimination and how to avoid it,word 文档 可自由复制编辑 Introduction This report is designed AGBell human resource managers within the training program.Because AGBells rapid expansion,the company must expand its human resources to meet the changes.Human resource managers to design training programs.Should be designed in some areas such as the content of the training program design,a variety of delivery methods,curriculum goals,its objectives,the timetable for the session.Such as training,curriculum design,the theme of this training program entitled How the selection interview.The purpose of the course will be in the telephone interview in the role of customer service people.Findings a).Design a training programme (1).Preparing for the interview For information or interview preparation is necessary to work through things.Before the interview,managers should carefully read the job description in order to improve the effectiveness of the interview.Then,the target need to design the interview,know what they want to get.First,we need to select the specific time,place,cost and staff.Secondly,according to the job description,they may develop some problems,such as work environment,attitude,experience,requirements,professional competence,degree and other respondents.Instructors need to be more detailed and robust understanding of performance issues of prescription.Well-deserved coach or performance of technical experts or experts in education,want to do a front-end analysis.These can be grouped into three factors:attitude/behavior,skills,and knowledge.Attitude/behavior:AGBell companys HR manager,said empathy should be of the respondents,and believe it can make the interview efficient.Skills:managers should the interviewers question as to master the skills of respondents may become the sense of insight,his/her job applicability.More importantly,they should listen to the respondents answers and ideas seriously,and take clear instructions,it can accurately reflect the contents of an interview with reporters.As the customer service word 文档 可自由复制编辑 telephone interview on the role of human purpose,managers should carefully AGBell Limited in equal opportunities and recruitment policies of the background information and operational needs.Finally,managers must be able to apply to the current legislative framework for the recruitment and selection,to access.(2).Conducting the interview The interviewer should pay attention to technical problems,doubts,listen and observe.Method is used to analyze the respondents from each interview with reporters,some of the aspects.Interviewers must be able to use the appropriate issues,technology and demonstration actions,active listening skills.They must be able to express their satisfaction with different candidates,which accurately reflected in the interview with reporters,clear instructions must be able to use the companys rating plan rate candidates.Interviewers must be able to provide background information on the companys services and conditions.They must be able to apply to the companys equal opportunities and recruitment policies.Interviewers must be able to use observation to make sure he never nervous reaction to the current legislative framework and recruit candidates.The problem is most common technical manager in an interview with reporters to use.Ask the right questions,you can make between managers and the core concept of the respondents more efficient,and established a strong partnership to improve the interactive communication.Clearly and effectively to our hopes,feelings,thoughts and opinions,and only half of the process of interpersonal communication effectiveness.The other half is listening and understanding others communicate to us.Accept the explanation and understanding of the respondents expected,the respondents believed in the same way,there is effective communication between two people.AGBell managers to seriously listen to this may be built in an interview with reporters have confidence in the management of the situation and eliminate the further development of the conflict.Undo the changes.(3).Advantages and disadvantages of the interview There is a interview has many advantages,it is a good way to select a suitable person word 文档 可自由复制编辑 for our work,our work is helpful.It is easy for us to select a suitable candidate.Our interview between the respondent and communication can make.They can ask for the information of the respondents.We can easily face them directly,listen to their voices.To adapt to the necessary questions,clarify doubts,and to ensure that the response to repeat or rewrite the problem,the correct understanding.Researcher/interviewer can pick up the defense of non-verbal clues.Respondents experience,you can detect frown,tense body language and other recording,unconsciously show any person.This any discomfort,stress and problems,will not be in a telephone interview,testing.Therefore,face to face to help the respondents to obtain the desired results,and help them express their interview.Read the facial expressions of Defense,the interviewer can easily understand any respondent want to tell them face to face interviews thing.But way to do this.There are some shortcomings and inappropriate holding interviews.Nor a telephone interview,an interview with reporters,if not arranged,it will cost a lot,but people do not absorb the correct dose,time-consuming,so we wasted a lot of money and time,an invalid thing to do.(4).Discrimination and how to avoid it The interview should be trained so that they know about discrimination legislation,such as discrimination,Sex Discrimination Act.Or before,face to face reporters,held in a telephone interview,so the interviewer will not discriminate against some of the points.In sociology,usually involving employment discrimination time in the community events.For example,it seems absurd to employ an African-American men and women never hired an African-American unheard of 50 years ago.However,in todays society,it is absolutely standard employ any qualified person,especially to see our president is black.Employment discrimination has been greatly reduced from previous years.This is due to employment discrimination law to prohibit.In our society today,everyone was instructed to treat all people the same type,and give them the same opportunity.As the Sex Discrimination Act in 1995,equal pay,the Race Relations Act 1975 1976,Disability Discrimination Act,etc.,in an interview with reporters,to minimize the use of discrimination,then,to avoid discrimination.It word 文档 可自由复制编辑 is not only help businesses find the right employees,but also improve the organizations external image.to avoid these problems,AGBell managers should not judge just from observing their race,age,sex,religion,and other respondents,but the assessment information respondents to reflect the character and ideas,from the conversation,if you have any customer service telephone interview with the role of age or gender,must be from an interview can eliminate unnecessary conflict announced the expansion of the labor policy.managers should avoid a breach of the law,in preparation for the interview part.physical disability or disorder,related to health or medical history and other related issues is not allowed,because this could lead to discrimination.b).Produce a training session plan(1).Overall course objectives Training courses are designed for human resource managers to interview people who call customer service roles.After the course,which implements a holding in a correct and proper manner told reporters the target.(2).Individual session objectives Objectives of the meeting,prepare an interview:the manager facing the respondents,there is a clear train of thought and built-in interview confidence.Meeting targets for an interview:interview,in order to improve the ability of skilled managers to use variety of methods or techniques.Advantages and disadvantages of interview objectives of the meeting:Let managers have a clear understanding and the advantages and disadvantages of telephone interviews.Discrimination and how to avoid meeting its objectives:to avoid unnecessary word 文档 可自由复制编辑 conflicts may occur between the interview respondents.And the establishment of an equal evaluation criteria,the manager.Training Session Plan Subject:How To Conduct a Selection Interview Length of Session:2 Hours Size:Approximately twenty persons Overall objective:the overall objectives in this programme are to choose the best learners for the role of customer service,and to improve performance of the organization.The individual session objectives are to make each learner know correctly about the interview Individual session objectives:Trainers objective:complete the training on time,show relevant skills,knowledge to learners using an appropriate way.Learners objective:learn and use relevant skills and knowledge to conduct a selection interview basing on an appropriate attitude.Time Trainer activity Method Resources 9:30 Welcome and objectives Trainer input PPT 9:35 Icebreaker Participative activity Paper 9:45 Agenda Trainer input Handouts 9:50 What is a selection Interview?Answers from learners discussion Paper and pens 10:20 How is our selection Interview?Participants complete A questionnaire Questionnaire and pens 10:30 Relevant skills,knowledge And attitude required during A selection interview Customer service video Facilitator facilitates review of video and identified skills,attitude and knowledge required to deliver customer care Relevant video case study,film,and so on 10:35 Procedures of selection interview Trainer input PPT word 文档 可自由复制编辑 10:45 Review Trainer summaries session PPT 10:50 Evaluation Trainer input TEST 11:00 Close Trainer close session Evaluation:Through meetings,managers have a good cooperation with the participants;manager is ready to lead a successful training.In short,it is the prospect of achieving the target.c).Preparing and delivering If you try to complete a measurement of cost,trainers direct and indirect costs.Costs and training in the planning and delivery.Direct costs may include accommodation resources,equipment,materials and indirect costs,including time,lost productivity and downtime.And general expenses may include the following:List of appropriate cost(preparing part)Direct cost Indirect cost Resource Cost Trainer s time As preparation for the interview,which occupy the large time coach.Cost of buying relevant books 150 Brochures 100 Questionnaires 100 Total cost 450 List of appropriate cost（delivery part）Direct cost Indirect cost Resource Cost the time of the HR manager Some other things would occupy and some of the work as well.Rent of the auditorium 2000 word 文档 可自由复制编辑 Eq