Lakita Mincy.week7.GM591.CourseProjectFinal

Leadership & Organizational Behavior -Course Project Micy17

LaKita [email protected] Anaalexa Consulting Firm LLC.GM591: Leadership & Organizational BehaviorProfessor DoctorFebruary 19, 2012

Table of ContentsAbstract3Introduction4Problem Statements & Reflection...........5Organization/Person/Task Analysis/Outcome5-6Theory of Transfer Training & Design7-8Cost Benefit & ROI Analysis8-9 New Hire Role Playing Training..9-10Method of Evaluation.8-10Evaluation Design10-11Hypothetical Evaluation/Outcome11Analysis of Methods Training...............................................................................................12-14Choice of Method14Conclusion/(Solutions)Recommendations...15References16-17APPENDENCIESAppendix-A.18-20Appendix-B.21Appendix-C.22-23Appendix-D.24

AbstractThis paper covers Organization, Person, &, Task Analysis & the Outcome. The Theory of Transfer Training & Design, Cost Benefit & ROI Analysis, New Hire Role Playing Training & Lesson Plans, Method of Evaluation, Evaluation Design, Hypothetical Evaluation & the Outcome, Analysis of Methods Training, Choice of Method. The final criteria discussed will be the recommendations that need to take place. Also, there are many analysis and evaluations that the Anaalexa Consulting Firm has researched and performed. Finally, in the Appendices which show the forms used to perform an analysis or evaluations. You will also notice that throughout this Training & Development Manual that each section will have some repetition of the section before it, which means that repetition, is the key. The recommendations will prove that my clients will be able to choose a method that best fits their operations.

IntroductionI am the owner of a Consulting Staffing Firm. My company is Anaalexa Consulting Firm LLC. My firm accepts requests from businesses who are in needs of employees and workers because they are under staffed and dont have the time find and recruit applicants on their own. My job as the Owner is to make sure that the day-to day operations are being met. The training will be used in the HR & Customer Service departments (Barrick, Field, Gatewood, 2008). All the Managers from every department & every individual in HR will be involved in creating the training program, but, the HRM and the Owner will be in charge of it. All of the HRMs will be in charge of training everyone who is attending this Training program. The Main Goal of this training program is to educate and train New Hires that enter into this company. The purpose is to train each and every individual that attends the program to become familiar with the procedures, rules, and regulations of the company. Also; since this is a Consulting/Staffing Firm being contracted out by Carters Catering the employees of the catering company are trained on how to train others. For this specific Training & Development Session; we will ONLY be focusing on the New Hires. We hold our New Hire Orientation for all of our new employees at the facility that they have been chosen by our clients as their New Hires. This is when the New Hires receive their employment packets, the Staffing Handbook and, when tours of the facility are conducted. Also; in addition to the Handbook and Training; if the New Hire have any questions that need to be answered that hadnt been clearly explained in any of the interviews that they had attended this when a Question and Answer Session will be taking place; now we need to analyze the different aspects of our New Hire Training and Development Program.

Problem Statements:1. How can the catering companys Managers, & Owners overall group and behavioral performance become more effective overall?2. How can the catering company improve how they staff their organization in a more proficient manner?Reflection:The issue at hand is how to improve the Owners & Managers organizational skills, my personal statement would be how to be a more proficient trainer or HRM (Human Resource Manager when I am training my subordinates on how to improve their Customer Relation skills. It starts with the Owners & Managers being in the Leadership Role. In order to resolve the imbalance of power between the Owners & Management they have to improve their Organizational behavior before I can even begin to train their New Hires or employees on what or how to improve theirs. Individuals behaviors are constantly changing because the situations and issues that they face are changing so constantly. The organization is only a strong as its strongest link, so if I am lacking in something it will show and my example would not be the correct one to follow. This assignment is forcing me to re-evaluate how to go about my training Upper Level Management (Owners) and their Management & what I will need to help them improve upon before I can train the New Hires & other employees on how to improve their behaviors.

Organization Analysis:This training will absolutely be important to achieve our business goals and objectives (Noe, 2008).As the owner and the head of HR I want the New Hires to learn every aspect of the rules and regulations of this organization. The training will not only consists of the Mission Statement and Values of this organization, but also the logistics and the understanding of the HIPPA Laws so that this organization keeps with the operating standards of the governmental laws and regulations for this organization (Moran, 2008).As far as the cost and how we are going to spend the money for training the New Hires will be based upon and coming from our Salary and Payroll funds. The New Hires will not be receiving the normal pay rate while they are training so we will not be wasting or taken away any funds from our regular employees. Since our Training equipment and systems have all ready been updated there is no budget for the New Hire Training and Development Sessions. Also the New Hires are responsible for their own lunch accommodations so this will alleviate any worries concerning whether or not an expense account or budget needed to be set up for this purpose; which means there will be no need for any managers to monetarily support this effort.

Person Analysis:Only the New Hires will need training for this session; but all HR Personnel and Managers are required to attend a mandatory Staff Meeting regarding the changes and updates of this training session, so that they will be fully prepared to train the New Hires on these updates (Martocchio, 2009). This Staff Meeting will include any new updates that the New Hires will immediately need to become familiar with. Also in this meeting will be discussed the Lesson Plan, how long each session last, and the times dates of each days session. There will only be a need for New Hires to be trained at this time. The New Hires have all ready been identified as the individuals that will be trained. One type of Person Analysis that can be conducted is an Adult Literacy Assessment. This process is known as an Audit Process, which is performed in three categories :( 1) Off Site Analysis, (2) Site Visit, (3) Written Audit. The first Audit Process is the Off Site Analysis which includes: (a) local assessment data, (b) Curriculum Materials Review, (c) Staff Survey. The second Audit Process is the Site Visit which includes: (a) Classroom Observations, (b) Staff & Administrator Interviews. The third & final Audit Process is the Written Audit which includes: (a) Comprehensive Analysis, (b) Results & Recommendations (Courtney, 2009).Task Analysis:Yes; Anaalexa Consulting Firm has the staff to accomplish this training. Every Manager or HR Personnel member have been fully trained and updated on all the aspects and changes that these New Hires will need to compete in the workforce an organization that they have been selected by. It will make the biggest impact with the Entry-Level positions because these New Hires will be fully trained, prepared, and ready to compete with the regular employees at any organization. Their Customer Service Skills will be impeccable or top notch as if they have just graduated from a 4-year University. They will be trained on how to perform their duties; all Customer Service related skills and abilities, as well as any other various skills needed to compete in the workforce. This is composed of all three aspects of TNA Needs Assessment (Organizational, Person, &, Task Analysis).Role Playing Training involves a group of five or more participants who may or may not be in a round table setting. Each group will consist of one or more of the Training Managers with the rest of the group being New Hires. Each individual will play the role of a Manager, New Hire, Customer Service Representative, Customer, and in some cases a Co-Worker. Each group will be given a scenario to and they will act it out to the best of their abilities. At the end of each Role Playing Session there will be a Discussion and Question and Answers to clarify any part or situations that a New Hire may have not handled correctly or had difficulty resolving during their session. This will continue until the end of the Role Playing Training Session of that period each day of Training. Those skills will enable these New Hires to reach their goals and have the potential to reach the next level and be promoted to a new position within a six month period.Outcome:I want each New Hire to feel as though they are fully prepared to compete in any workforce market. Also I this Training Session should and will better prepare my New Hires for futures in Upper Management positions also.

Theory of Transfer Training & Design:This training will absolutely be important to achieve our business goals and objectives (Noe, 2008).As the owner and the head of HR I want the New Hires to learn every aspect of the rules and regulations of this organization. The training will not only consists of the Mission Statement and Values of this organization, but also the logistics and the understanding of the HIPPA Laws so that this organization keeps with the operating standards of the governmental laws and regulations for this organization (Moran, 2008). Only the New Hires will need training for this session; but all HR Personnel and Managers are required to attend a mandatory Staff Meeting regarding the changes and updates of this training session, so that they will be fully prepared to train the New Hires on these updates (Martocchio, 2009). This Staff Meeting will include any new updates that the New Hires will immediately need to become familiar with. Also in this meeting will be discussed the Lesson Plan, how long each session last, and the times dates of each days session. There will only be a need for New Hires to be trained at this time. The New Hires have all ready been identified as the individuals that will be trained. Anaalexa Consulting Firm has the staff to accomplish this training. Every Manager or HR Personnel member have been fully trained and updated on all the aspects and changes that these New Hires will need to compete in the workforce an organization that they have been selected by. It will make the biggest impact with the Entry-Level positions because these New Hires will be fully trained, prepared, and ready to compete with the regular employees at any organization. Their Customer Service Skills will be impeccable or top notch as if they have just graduated from a 4-year University this means that the training will be performed and held in a stable training environment which is a form of having Identical Elements (Noe, 2008). They will be trained on how to perform their duties; all Customer Service related skills and abilities, as well as any other various skills needed to compete in the workforce. The New Hires will be trained on the proper procedures of accepting and tolerating rude consumer telephone inquiries whether they are Inbound or Outbound telephone calls that are made to the Customer Service Departments this relates to Stimulus Generalization (Noe, 2008). Those skills will enable these New Hires to reach their goals and have the potential to reach the next level and be promoted to a new position within a six month period.

Cost Benefit & ROI AnalysisAs far as the cost and how we are going to spend the money for training the New Hires will be based upon and coming from our Salary and Payroll funds. The New Hires will not be receiving the normal pay rate while they are training so we will not be wasting or taken away any funds from our regular employees. Since our Training equipment and systems have all ready been updated there is no budget for the New Hire Training and Development Sessions. As far as the cost and how we are going to spend the money for training the New Hires will be based upon and coming from our Salary and Payroll funds. The New Hires will not be receiving the normal pay rate while they are training so we will not be wasting or taken away any funds from our regular employees. Since our Training equipment and systems have all ready been updated there is no budget for the New Hire Training and Development Sessions. Also the New Hires are responsible for their own lunch accommodations so this will alleviate any worries concerning whether or not an expense account or budget needed to be set up for this purpose; which means there will be no need for any managers to monetarily support this effort. The cost benefits are is that the company will not have to have any unnecessary training expenses; since all of the training is done in-house. The ROI Analysis has been completed and calculated and the conclusion is as stated: Since the training and development was done in-house the Anaalexa Consulting Firm saved $15,000 in training cost by not hiring a training specialist to conduct this two-day New Hire Training Seminar. Also since we have the machinery to produce our own handbooks and training supplies we skip the hassle of having to depend upon a publishing company to create and produce our handbooks and worksheets for our training seminars. As far hiring someone for the process and wondering how much will it cut into the budget, I believe that since I and four other are Training Managers that mentoring is just a criteria that should be added to our list of duties to perform within the HR Department, with maybe a 3% to 5% wage increase (Martocchio, 2009) .As Training Managers we make in between $21-$25 an hour ($40,320-$48,000 a year) (Farber, Larson, 2009). If a 3% raise increase was added that would only be a $.63-$.75 an hour wages increase to ($41,529.6-$49,440 a year) (McEachern, 2010). If a 5% wage increase was added then that would only be a $1.05-$1.25 an hour wages increase ($42,336-$50,400 a year); (Hubbard, OBrien, 2008).If an outside consultant or representative was hired; then we would have to at least spend anywhere from $5,000 to $15,000 extra for them to come into the company and first train HR, and then have another separate Training Sessions for the Regular and New Hire employees (Dansby,Kaliski,Lawrence,2010). Having an in-house employee or employees perform this task saves the company at least anywhere from $2200-$5000 (Boswell, Kanold, Larson, Stiff, 2001).

New Hire Role Playing Training & Lesson PlansThis is composed of all three aspects of TNA Needs Assessment (Organizational, Person, &, Task Analysis).Role Playing Training involves a group of five or more participants who may or may not be in a round table setting. Each group will consist of one or more of the Training Managers with the rest of the group being New Hires. Each individual will play the role of a Manager, New Hire, Customer Service Representative, Customer, and in some cases a Co-Worker. Each group will be given a scenario to and they will act it out to the best of their abilities. At the end of each Role Playing Session there will be a Discussion and Question and Answers to clarify any part or situations that a New Hire may have not handled correctly or had difficulty resolving during their session. This will continue until the end of the Role Playing Training Session of that period each day of Training. The session will also include the viewing of Training Videos also discussing those videos after they have been viewed to give the New Hires an explanation of how those videos will pertain to their everyday working environment. The New Hires will also complete quizzes to prove that they have retained an understanding of the videos and the days activities which will be further discussed in the Lesson Plans.

Method of EvaluationI have chosen the Formative Evaluation method of training because of the way my New Hire Training and Development Program is set up. The Formative Evaluation method has the two necessary steps needed that will support my decision for choosing and setting up my training program the way I did. The Formative Evaluation method of training does one of two things: (1) the training program is well organized and runs smoothly; (2) trainees learn and are satisfied with the program (Noe, 2008).The Formative Evaluation method will be used to better improve the training for the New Hires.Instructional Objectives: While on the job trainees should be able to perform:1. Identify the Mission, Values, and Vision Statements; also have the ability to explain and perform the steps to excellent Customer Service procedures.2. Demonstrate the proper procedures for dealing with irate consumers.3. Allowing the trainee to choose which steps they believe are appropriate when dealing with an irate consumer. 4. This training although is required for the New Hires will also, be for the betterment of the training Staff as well to serve as a refresher course.

Evaluation DesignThe evaluation used for this training is the Pretest/Posttest; because of the fact that one of the training objectives is that the New Hire Trainees must be able to demonstrate the proper procedures for dealing with irate consumers (Noe, 2008). The evaluation that is involved in this process is the relationship between the trainee and the consumer. This training will absolutely be important to achieve our business goals and objectives (Noe, 2008).The New Hires are to learn every aspect of the rules and regulations of this organization. The training will not only consists of the Mission Statement and Values of this organization, but also the logistics and the understanding of the HIPPA Laws so that this organization keeps with the operating standards of the governmental laws and regulations for this organization (Moran, 2008).Although; only the New Hires will need training for this session; all HR Personnel and Managers are required to attend a mandatory Staff Meeting regarding the changes and updates of this training session, so that they will be fully prepared to train the New Hires on these updates as this will also serve as a refresher course for them as well (Martocchio, 2009). This Staff Meeting will include any new updates that the New Hires will immediately need to become familiar with. Also in this meeting will be discussed the Lesson Plan, how long each session last, and the times dates of each days session. As the New Hires will be trained on the proper procedures of accepting and tolerating rude consumer telephone inquiries whether they are Inbound or Outbound telephone calls that are made to the Customer Service Departments this relates to Stimulus Generalization (Noe, 2008). Those skills will enable these New Hires to reach their goals and have the potential to reach the next level and be promoted to a new position within a six month period.

Hypothetical EvaluationThis evaluation will be based upon the Kirkpatricks Model which is compiled of four levels: Level One: measures the reactions of the participants toward the training and answers questions about whether the participants liked the training; felt they achieved their learning goals; how much they liked the trainers; and any suggestions they have for improving the training. Level Two: measures how much the participants learned. This could be accomplished by pre and post-testing the participants or by evaluating the participants against a control group that has not been trained.Level Three: measures whether the training actually changes the employees behavior when he or she returns to the job. This might evaluated by the participants, supervisors, or, trainer.Level Four: measures whether the training benefited the employer or not. This could be done by determining ROI as we have above, or evaluating a behavior against another standard, such as a benchmark (DeCenzo, Robbins, 2010).

OutcomeAs far as the results of the evaluation; since the evaluation was performed in a small group in a controlled environment then; this should enable the Training Staff to train the New Hire Trainees not only on the basics of Customer Service procedures; but also, allow the New Hire Trainees to perform those procedures in a training environment(Martocchio,2009).

Analysis of Methods of Training:The three Methods of training are (1) Presentation Method, (2) Hands-On-Method, and, (3) Group Building Method. Lets start with the first method Presentation. There are two aspects of the Presentation Method which are Lecture & Audiovisual Techniques. A lecture is a way trainers communicate through spoken words what they want the trainees to learn. It is the least expensive, the least-time consuming ways to present a large amount of information efficiently in an organized in an organized manner (Noe, 2008). There are four areas or aspects in which a lecture can be performed: (1) Standard Lecture is when trainers talk while trainees listen and absorb information. (2) Team Teaching is when two or more trainers present different topics or alternative views of the same topic. (3) Guest Speakers are speakers who visit the session for a predetermined time period, but, the primary instruction will always be conducted by the instructor (Hamlin, 2006). (3) Panels are when two or more speakers present information and ask questions afterwards. (4) Student Presentations are groups of trainees who present topics to the class (Boone, 2000). The second method of training is Audiovisual Techniques this includes various forms of technology such as: overheads, slides, & video. Out the forms of technology video is the major component of the of the presentation method because of the interaction. Since the use of video is a major component of this training it has its advantages also. The first advantage of video is that trainers can review, slow down, or, speed up the lesson, which gives the trainers flexibility in customizing the session depending on trainees expertise. Second, trainees can watch the video multiple times if they have access to it during and after the training session; it gives the trainees control over their learning. Third, trainees can be exposed to equipment, problems, &, events that cannot be easily demonstrated, such as equipment malfunctions, angry customers, or emergencies. Fourth, trainees are provided with consistent instruction. Also the program content is not affected by the interests & goals of a particular trainer. Fifth, videotaping trainees allows the trainees to see & hear their own performance without the interpretation of the trainer. A disadvantage of this process is that at first the trainees may not be confident enough to step in front of the video camera; so some group building exercises may be a good tool to use for this. The second method is Hands-On-Method, this method of training requires that the trainee to be actively involved in the learning process. There are eight aspects of training involved with this method: (1) On-the-Job Training or OJT, (2) Self-Directed Learning, (3) Apprenticeship, (4) Simulations, (5) Case Studies, (6) Business Games, (7) Role Playing, &, (8) Behavior Modeling (Whitmore, 2006). The first aspect is On-the-Job Training or OJT which is training for new or inexperienced employees learning in the work setting and during work by observing peers or their managers performing the job and trying to imitate their behavior. The second aspect is Self-Directed Learning is when the employees take responsibility for all aspects of learning when it is conducted and who will be involved. This means that trainees master predetermined training content at their own pace without an instructor present. This allows trainers to serve as facilitators and is available to evaluate learning or answer questions for the trainee; the trainer does not control or disseminate the instruction; this means that the trainee is in total control of the training. The third aspect Apprenticeship which is a work-study training method with both on-the-job and classroom training. In order for an individual to qualify for this they will have to be a registered apprentice under state or federal guidelines and in most cases must complete at least 144 hours of classroom instruction and must obtain 2,000 hours or one year of on-the-job training experience. The fourth aspect is Simulations; this aspect is a representation of a real- life situation where trainees decisions result in outcomes that mirror what happens if they were on the job. A simulation is performed by a Simulator which is a machine that replicates the physical equipment that employees use on the job, but the key aspect of the Simulator is the degree to which they are similar to the equipment and situations that the trainee will encounter on the job. The fifth aspect are Case Studies, a Case Study is a description about how employees or an organization dealt with a difficult situation. Trainees are required to analyze and critique the actions taken, indicating the appropriate actions and suggesting what might have been done differently. Case Studies allow the trainees to develop willingness to take risks given uncertain outcomes, based on their analysis of the situation. The sixth aspect is Business Games, business games require trainees to gather information, analyze it, and, make decisions. They are primarily used for management skill development. These games stimulate learning because the participants are actively involved and because games include all aspects of the management practice such as: labor relations ethics, marketing, &, finance. The seventh aspect is Role Playing, this when trainees act out characters that are assigned to them. A Role Play is information regarding a situation that is provided to the trainees and it focuses on interpersonal responses and depends upon emotional responses or reactions of the other trainees. The eighth and final aspect is Behavior Modeling; this presents trainees with a model who demonstrates key behaviors to replicate and provides trainees with the opportunity to practice the key behaviors. It is based upon two principles of Social Learning Theory which emphasizes that learning occurs by: (1) observation of behaviors demonstrated by a model, (2) vicarious reinforcement. The third and final method is Group Building Method. Group Building Methods are training designed to improve team or group effectiveness. The training is directed at improving the trainees skills as well as team effectiveness. In this method trainees share ideas and experiences, build group identity, understand the dynamics of interpersonal relationships, and get to know their own strengths and weaknesses and those of their co-workers. There are three aspects of the Group Building Method (1) Adventure Learning, (2) Team Training, &, (3) Action Learning. The first aspect is Adventure Learning which focuses on the development of teamwork and leadership through structured activities which include wilderness training, outdoor training, drum circles and also cooking classes. The second aspect is Team Training which coordinates the performances of individuals who work together to achieve a common goal. The third and final aspect is Action Learning which gives teams or work groups an actual problem that has them to work on solving it and commuting to an action plan, and then holds them accountable for carrying out the plan (Berdow, Evers, Rush, 1998).

Choice of Method:All three methods of training are valuable to the training process, but my choice is the Hand-On-Method. This method had everything aspect of what my training and development program intels. I will be using this method because of the audiovisual session that will be performed and also because of the Role Playing Methods that will be used also (Judge, Robbins, 2010).

Solutions: The first solution is for the owner or those in Leadership roles to institute a new form of training their new hires the proper way of behaving in an organization when dealing with Customer Relation issues. The second solution is that the owner needs to find a more efficient way for her staffing issues. Since the majority of her staff consists of college students whom upon graduation leave this location and go back to their hometowns to find secular positions that are more closely related to their fields of study, my solution for this issue is to hire more individuals who permanently live in this location and who have plans to stay for more than a year or two. The third and final solution for both issues combined is that each individual needs to be more responsible for his or her own actions (Hunt, Osborn, Schermerhorn, Uhl-Bien, 2010). Those in Leadership roles need to emphasize more the importance of Organizational Behavior and make it a priority as the backbone of the companys Mission Statement. These solutions have been fully explained how to be executed during the analysis process.

Conclusion/RecommendationsSo it is my recommendation that Carters Catering implements a Mentoring Program be instituted or added on to the current Training Session for New Hires and to develop separate Mentoring Program that is specific to each departments needs; and add some kind of Compensation or Wage increase for the Training Department since they will be developing a Curriculum for how this Mentoring Program will operate once HR signs off on the proposed idea and a consensus has been reached.

ReferencesBarrick, M., Field, H., Gatewood, R., Human Resource Selection 6th ed. South-Western Cengage Learning: Mason, OH, (2008).Berdow, I, Evers, F, Rush, J, The Bases of Competence: Skills for Lifelong Learning & Employability, 1st ed., Jossey-Bass/John Wiley & Sons Inc.: Hoboken, NJ (1998).Boone, J, Managing Interactively: Executing Business Strategy, Improving Communication, & Creating a Knowledge-Sharing Culture 1st ed., McGraw-Hill Irwin Inc.: New York City, NY, (2000). Boswell, L., Kanold, T., Larson, R., Stiff, L., Algebra 2-the Equations, Graphs, &, Applications, McDougal Littell, Inc.: Evanston, IL (2001).Courtney, G., The Architecture of Literacy: Designing a Framework for Success, Gretchen Courtney & Associates, Ltd.:St. Charles, IL, (2009). http://www.literacyconsulting.com/audit.html Dansby, R.L., Kaliski, B.S., Lawrence, M.D., College Accounting, 5th ed., Paradigm Publishing Inc, :St. Paul, MN, (2010).DeCenzo, D., Robbins,S., Fundamentals of Human Resource Management 10th ed. John Wiley & Sons, Inc., :Hoboken,NJ,(2010).Farber, B, Larson, R. Elementary Statistics Picturing the World, 4th ed., Pearson Education, Inc. :Upper Saddle River, NJ , (2009).Hamlin, S., How to Talk So People Listen: Connecting in Todays Workplace, HarperCollins, :New York: , (2006).Hubbard, R.G., OBrien, A.P., Economics, 2nd ed. Pearson Education, Inc.: Upper Saddle River, NJ, (2008). Hunt,J.,Osborn,R.,Schermerhorn,J.,Uhl-Bien,M., Organizational Behavior,11th ed., John Wiley & Sons, Inc., :DeKalb,IL, (2011).Judge, T, Robbins, S Custom Business Resources, 13th ed., Pearson Learning Solutions Inc., :New York City,NY, (2010).Martocchio J., Strategic Compensation A Human Resource Management Approach 5th ed. Pearson Education, Inc, :Upper Saddle River,NJ (2009).McEachern, W.A., MICRO ECON, 2nd ed. , South-Western Cengage Learning, :Mason,OH, (2010).Moran, J, Employment Law New Challenges in the Business Environment 4th ed. Pearson Education Inc.,: Upper Saddle ,NJ,(2008).Noe, R, Employee Training & Development, 4 th ed., McGraw-Hill Publishing: New York City, NY (2008).Whitmore, J., Business Class: Etiquette Essentials for Success at Work:, St. Martin Press, (2006).

APPENDIX A:TNA SKILLS ASSESSEMENT FORMAnaalexa Consulting Firm LLCInterpersonal/Organizational Skills AssessmentReview Information

Your Name:

Date:Review Period: to

Guidelines

Complete this review, using the following scale:NA = Not Applicable1 = Needs Work (Unsatisfactory)2 = Gets By (Marginal)3 = Meets Requirements4 = Exceeds Requirements5 = ExceptionalRepeat the review annually and compare your yearly scores.

Communication

(5) = Exceptional(4) = Exceeds Requirements(3) = Meets Requirements(2) = Gets By(1) = Needs Work

Processes received information|_||_||_||_||_|

Listens to others|_||_||_||_||_|

Communicates effectively

Verbal communications|_||_||_||_||_|

Written communications such as reports|_||_||_||_||_|

E-mail etiquette|_||_||_||_||_|

Telephone etiquette|_||_||_||_||_|

Leadership


Leads by example|_||_||_||_||_|

Finds realistic solutions|_||_||_||_||_|

Acts decisively; meets problems head-on|_||_||_||_||_|

Brings out the best in team members|_||_||_||_||_|

Resolves conflicts|_||_||_||_||_|

Establishes clear expectations|_||_||_||_||_|

Provides necessary resources|_||_||_||_||_|

Delegates clearly|_||_||_||_||_|

Relationships


Strong customer advocate|_||_||_||_||_|

Sets aside personal biases and wants|_||_||_||_||_|

Gives good, practical advice|_||_||_||_||_|

Fosters loyalty in employees|_||_||_||_||_|

Project Management


Prioritizes tasks|_||_||_||_||_|

Responds quickly and well to problems|_||_||_||_||_|

Manages costs effectively|_||_||_||_||_|

Develops new strategies|_||_||_||_||_|

Organizes tasks|_||_||_||_||_|

Productivity


Makes realistic goals|_||_||_||_||_|

Meets deadlines|_||_||_||_||_|

Comes in under budget|_||_||_||_||_|

Works smarter, not harder|_||_||_||_||_|

Looks for efficiencies|_||_||_||_||_|

Completes tasks|_||_||_||_||_|

Personal Development


Even-tempered under pressure|_||_||_||_||_|

Sets high standards for self|_||_||_||_||_|

Sets challenging goals|_||_||_||_||_|

Appendix-BLesson Plans

Lesson Plans for New Hire Training Seminar 11/9/2011-11/10/2011Wednesday 11/9Thursday 11/10

7:45-8:00Go over today's schedule.Distribute Training Handbooks ,Name Tags, &,WorksheetsComplete worksheet activity.Objectives: Introductions Training Procedures Customer Service Training Role Plays Testing

Go over today's schedule.Complete worksheet activity.Return Quizzes & Worksheets from Day 1Objectives: Review Stress Management Team Building Role Plays Final Overview

8:00-8:30Introductions

Review Day 1 Training Session

8:30-9:00Video 1 Training Procedures

Lecture

9:00-9:20BREAKBREAK

9:20-9:50Discussion of 1st VideoVideo 3: Stress Management

9:50-10:20Video 2:Customer Service TrainingDiscussion of Video 3

10:20-10:50Discussion of 2nd VideoGroup Activities: Teamwork Puzzles

10:50-11:32LUNCHLUNCH

11:32-12:25Training LectureRole Playing

12:25-1:05Role PlayingRole Playing(cont.)

1:05-1:16Role Playing Round Table Discussion & Q & A

1:16-2:00Q& A Sessions, Complete Worksheets, &,QuizzesFINAL SESSION REVIEW.

APPENDIX-CEvaluation FormCourse and Instructor EvaluationCourse:Instructor:

Training Location:Date:

Student Name (optional):Department (optional):

We welcome your comments about the time you have spent training with us. Please complete the following details so that we can continue to offer the best service possible. Pass them to your instructor at the end of the course.Please place a check mark in the appropriate box for your answer. When you are finished with this side please complete the sections located on the back of this form.PoorAverageGoodExcellent

Course Overall:

How easy was the course to understand?

Was the content suited to your requirements?

Were the topics covered in sufficient detail?

Would you recommend this course to others?

Overall rating of the course?

PoorAverageGoodExcellent

Courseware:

Clarity of the training content?

How well did the course materials follow the course?

Overall quality of training materials?

Overall rating of the courseware?


Instructor:

Ability to provide real world experience?

Ability to respond appropriately to questions?

How well prepared was the instructor?

Knowledge of subject matter?

Presentation abilities?

Overall rating of instructor?


Training Center:

Professionalism of staff at center?

Was the classroom comfortable and conducive to learning?

Was the standard of the equipment satisfactory?

Were the standard of the training rooms as you expected?

Were you satisfied with the refreshment facilities?

Summary CommentsWhat, if anything, would you have improved on the course?

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What other types of training do you feel should be made available?

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Is there anything else you would like to know?

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APPENDIX-DComparison of Training Methods

Documents

Lakita Mincy.week7.GM591.CourseProjectFinal