5 pages paper

For your course project, analyze the training need, the tasks you will be training on, and your learners. Specifically, in a minimum of 5 pages (double-spaced) APA style:

Make a final decision on the content or skills to train your learners on. Choose a subject that will allow you to gauge their performance before and after the training you have completed. Why does this training need to be done? What are the benefits and consequences for conducting the training?

Identify the specific tasks you want learners to learn. The lecture and your reading define task analysis and illustrates possible methods you can use. Take your knowledge and build your own method. Be sure to have confidence and write as if you are the expert here.

Based on the training group you chose, make general assumptions about the learning capabilities of your members. What are their current skills and capabilities concerning the content they need to learn? What do they still need to learn? What is their attitude toward this content? Does their attitude need to be changed in any way? What are the learning styles that you will have to address? Is there a predominant learning style?

Hello this assignment has 6 parts to it and you will be completing part 2. I will attach what was completed for part 1 so you can be on board. Also I’m attaching the overview of the project so you can have more understanding.

Project Overview

In this project, you will follow the steps to design training for a group of peers with whom you are familiar and who need training in a specific task or subject. For this chosen group of peers, you will design and implement your training and then evaluate the effectiveness of your design.

Due Date

Your final project is due in

Module

05

. There will be individual assignments along the way. The module they are due is noted in the time line below.

Time Line

Module

Assignment

01

Your Training Project

02

Needs, Task, and Learner Analysis

03

Goals, Objectives, and Delivery Method

04

Detailed Training Outline or Storyboard

05

Final Training Submission

06

Training Project Evaluation/Feedback

Requirements

Your project will require you to choose a specific group of people to design and implement a performance-based training session. Your project must include the key concepts noted in the time line above.

The training you design should be narrow enough to complete in the next four weeks, but it should not be so narrow that there is very little to train.

You will decide on an appropriate delivery method for your audience and the training you are designing, and the training you submit in Module 05 will depend on that delivery method.

For stand-up training, you will submit a participant’s guide and an instructor’s guide. For technology-based training, you will submit the training in a file that can easily be read by your instructor and classmates (you will post your training in the Module 06 Discussion).

If you choose to do technology-based training, you can use any program you wish. For example, Screencast-O-Matic is a program that can perform screen desk and audio capture up to 15 minutes for free, and it can be used on a Windows or Mac computer. But you can use another program if you prefer. Just be sure you send your instructor an email telling them what program you would like to use so you can get approval before Module 05. Your instructor will want to know the file format in which you will submit your technology-based training.

Running Head: GROUP TRAINING
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Group Training
Nicole Hilliard
Rasmussen College
Author Note
This paper is being submitted on July 7, 2019 for Chris Strong Section 01 Instructional Design,
Training & Development, and Learning – Online Plus – 2019 Summer Quarter
GROUP TRAINING
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Group Training
Call centers have over the years been perceived and identified as the face of the company.
A valid reason behind such identifications and categorization of the customer service department
is the direct contact the customer service agents and managers have with the organization’s
stakeholders. With most services and products needing communication support, the customer
service department is always on its toes all through the day and night to ensure that customers are
pleased, satisfied and WOWed by the product or service delivery of the organization and by the
support they get too. Despite a customer service delivering as an individual, teamwork is core in
the customer service department since there is an easy flow of progressions, issues and proposals
from customers and product consumers. For the above to be achieved, customer service agents, as
well as the entire customer service department, must have first-hand information and facts to
counter the client’s arguments and complaints. By so doing, the department, as well as the
organization, will achieve maximum productivity from its departments and employees, raising its
returns on investment as well as its profits.
Having ten years’ experience as a customer service agent and manager, I am quite familiar
with the department’s processes and daily encounters with customers. For instance, in the betting
industry where I worked as a customer service agent and customer service manager later on,
customers call in second after second complaining of either a technical hitch from the back office
of the company, or complaining of a lost bet that he or she was supposed to have won or requested
for an explanation in a bid to understand a specific market before placing the bet. For such reasons,
a customer service agent and manager as well should be in a better position to assist the client off
his or her problem. Notably, the betting industry has advancements each and every time from its
markets to its site developments and features which sound and look complicated for customers to
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understand on their own unless assisted by an expert. In such a case, the customer service agent is
always perceived to be the expert since they are at placed at their positions to assist the clients.
For such reasons, the entire customer service department needs to undergo refresher
training in incidences where a new product has been introduced by the betting firm; a new feature
has been updated in the website or application and for the general upgrade of their customer care
skills. The reason as to why I feel their training is much important than that of other departments
is because the customer service agents are the only employees who have direct contact and
sometimes a personal relationship with the organization’s stakeholders. Therefore, if in any case,
the customer service agent passes wrong information to the stakeholder, then the company at large
will suffer the loss of losing that specific client or a couple more. Therefore, customer service
agents should, at all time, have their skills and facts sharpened to avoid the passing of wrong
information to the clients. Consequently, that is the reason behind me selecting this specific group
to undergo group training of which I will lead the training or efficiency and effectiveness.
Recently, a new product by the name of cash out was introduced to the company’s website.
Since its introduction, a large percentage of customers have not yet utilized its existence and
availability, most of them calling in for further explanations and clarity of the matter and new
feature. However, most customer service agents, being unfamiliar to betting, could not and still
lack the capacity to explain the customers of the new feature on the website. For the above reasons,
a refresher product training course and program is needed so as to equip the customer service
agents with skills and capacity to deliver to their roles. Since the department does not have an
ongoing training program for the customer service agents, it would be effective and efficient to
have the product training program implemented as soon as possible. Specifically, the product
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training activity can kick off in two days’ time so as to avoid feeding the customers wrong and
incomplete information regarding the product.
Training the customer service department is much different and unique compared to
training employees from different departments since the customer care agents must completely
understand, be conversant with the product for easy explanation to the customer as well as easy
answering of any follow up questions the client might have regarding the product, making the
training much involving. Since the training need assessment has already been identified, and the
training time and span identified, it would be wise to design and develop training materials so as
to effectively implement the training program. Where necessary, personal training programs would
be implemented so as to make sure the concept and the new product have sunk deep in the agents’
minds. It would also be necessary to have open forms and question and answer sessions within the
training programs for the customer service agents to ask ‘what if’ questions for further
understanding and clarification. Lastly, a quiz set and given to the customer service agents would
be effective in assessing whether each agent has understood the product taught to them. Lastly,
the training program and session will be repeated to a different shift of agents, and if there is an
agent from the previous shift that is yet to catch up with the product knowledge, he or she would
be included for a repetition of the product training until he or she is conversant with the product.
By so doing, it is my belief that customer service agents will be in a better position to share correct
and accurate information with the organization’s stakeholders.