BUS 407 – Week 10 Discussion – Employee Development

BUS 407 – Week 10 Discussion – Employee Development

Part 1

Prepare

Watch the scenario below to prepare for this week’s discussion:

Conclusion. Download a transcript of the video Download transcript of the video.

Respond

From the discussion preparation scenario, determine two effects of employee development.

Part 2

Post at least one substantive comment to another student’s post (Latisha H.)

Hello Professor and classmates,

Two Effects of Employee Development:

• Improved Performance and Productivity: Employee development initiatives, like the comprehensive training program we developed for Taormina’s call center, lead to enhanced employee performance and productivity. When employees receive proper training, they gain the necessary skills and knowledge to perform their tasks more efficiently and effectively. This directly translates to improved service quality, faster problem resolution, and ultimately, better customer satisfaction. For instance, by addressing the performance gaps through targeted training sessions, we can ensure that call center agents are better equipped to handle customer inquiries, leading to increased sales and customer retention.
• Increased Employee Engagement and Retention: Another significant effect of employee development is increased engagement and retention. When employees feel that their employer is investing in their growth and development, they are more likely to feel valued and motivated. This sense of appreciation fosters a positive work environment and encourages employees to stay with the company longer. By providing ongoing development opportunities, such as the “Calling for Effective Communication” training, we show our commitment to their professional growth, which can lead to higher job satisfaction and lower turnover rates.

Challenges and Growth:

Throughout this course, one of the main challenges I faced was identifying and addressing the performance gaps accurately. Initially, it was difficult to pinpoint the specific issues affecting the call center’s performance. However, by performing a thorough needs analysis and considering various performance needs, I was able to gain a clear understanding of the problem. This process taught me the importance of detailed analysis and critical thinking.

Another challenge was designing an effective training program within the constraints of a limited budget. Balancing cost control with the need to provide comprehensive and interactive training was not easy. By proposing a lecture/discussion method, we were able to control costs while still providing valuable learning experiences. This experience has strengthened my ability to develop cost-effective solutions without compromising on quality.

BUS407 Week 10 Scenario Script: Conclusion
Slide #
Slide 1
Scene/Interaction
Scene 1 / Deborah’s Office
(Talking to the student)
Narration
Deborah: Hello!
The training session will start in fifteen
minutes. I know it’s going to have a huge
impact on Taormina’s call center. And it has
been a great experience for us, hasn’t it?
Before you begin the training session, let’s
take the time to review all the steps that
helped you to develop this training.
Slide 2
Interactive Slide
This slide will include 9 buttons that
the students can click on to review
each of the steps. Each step will
cover topics covered in one week of
the scenarios.
Step 1: First, you identified the problem
affecting the expected performance gap. You
performed a basic needs analysis and
considered performance needs.
Then, you analyzed trigger events and
performance gaps.
Step 2: Second, you identified specific
strategies to improve Taormina’ sales
performance. Taormina needs to improve its
sales performance immediately. Because of
this, you decided to adopt a reactive strategy
approach to solve the organizational
performance gap.
Step 3: Third, you reviewed the various
parts of the performance model through an
internal scanning process. Then, you decided
to use the expectancy theory.
Step 4: Fourth, you reviewed common
training topics for Taormina’s call center.
Then, you conducted a person analysis to
discover possible elements causing the
employees’ lack of performance.
Step 5: Fifth, you defined the training
objective paying attention to the desired
outcome, the conditions, and the standards.
Then, you had a great idea about the name of
our training: Calling for Effective
Communication.
Step 6: Sixth, you projected the most
effective course of action. You proposed a
lecture/discussion method. Using this
method, we were able to control our cost,
while providing interactive group
discussions activities.
Step 7: Seventh, you worked through the
development and implementation phases of
our training program using the Experiential
Learning Model.
Step 8: Eighth, you assessed the importance
of evaluating training programs and
reviewed the steps of the evaluation process.
These steps were reaction, learning, job
behaviors, and organizational results.
Slide 3
Slide 4
Scene 2 / Deborah’s Office
(Talking to the student)
Step 9: Lastly, you reviewed the five key
areas of organizational training. These areas
are orientation training, diversity training,
sexual harassment training, team training,
and cross-cultural training.
Deborah: You are definitely a valuable asset
on our team…great job! It was difficult
work, but you pulled it all together. During
the past ten weeks, you have been working
very hard and proving your expertise. Kudos
to you!
Test your Knowledge
But I have a final challenge for you. Which
element do you consider to be the most
important when designing a training
opportunity?
Determining trigger events: Correct!
Assessing the tangible or intangible
barriers and occurrences that are causing
another event to occur will help us in
designing the right training opportunity.
This will be in the form of a multiple
choice interaction slide with narrated
feedback.
Which element do you consider to be
the most important when designing a
training opportunity?
Budgeting: Incorrect! Calculating our
budget is important when planning the
training. However, there are a variety of
methods, strategies, and tools available to
Determining trigger events: Correct!
Assessing the tangible or intangible
barriers and occurrences that are
causing another event to occur will
help us in designing the right
training opportunity.
Budgeting: Incorrect! Calculating our
budget is important when planning
the training. However, there are a
variety of methods, strategies, and
tools available to adjust our budget
effectively.
adjust our budget effectively.
Training Objectives: Incorrect! We need to
know what issue to address before we can
design a specific objective.
Evaluation Process: Incorrect! The
evaluation process is the last phase of any
training effort.
Training Objectives: Incorrect! We
need to know what issue to address
before we can design a specific
objective.
Evaluation Process: Incorrect! The
evaluation process is the last phase of
any training effort.
Slide 5
Scene 3/ Deborah’s office
Deborah: Great job!
This was your last challenge, and I had total
confidence in you. You are familiar with all
of the steps in the training process model.
And now you have a complete understanding
of how to create effective training. I’m very
proud of you.
I wanted you to know, I’m moving on with
my career. I’ve spoken to senior
management about the fantastic work you’ve
done on this project for Taormina. They
have decided to give you a promotion based
on my recommendation. You have been
promoted to Taormina’s Director of
Training and Development. This was a
well-deserved promotion, and I know you’ll
do well.
Before you start your new position, make
sure to finish up any loose ends. This
includes discussions and assignments, as
well as e-activities.
Bye for now and good luck with the training
session…