Individual Individual Individual Project Overview
How would you teach someone unfamiliar with technology to use a computer? Would you first teach him or her about the mouse? Or would you first teach him or her how to start the computer? The answers to these questions will come from the trainee, depending on his or her age; specific training need(s); and knowledge, skills, and attitudes (KSA). To create a training program, you have to keep in mind the target audience profile, the key learning identified for the audience, the KSA of the audience, and the end task that the audience will perform after moving from the training environment to the work environment. During Week 1, the student will select one of the three scenarios that follow during Week 1 of the class. The completed project is worth up to 200 points.
These items required are as follows:
1. Create a 1-hour (14 slides) training program on their assigned topic in the form of a PowerPoint presentation The PowerPoint presentation should include the following components: • Title slide • Name of the training, team members, course, and date • Reason for the training o Why has the training been developed? • Target audience o Who are the participants? • Expected outcomes (at least two) o What are the participants expected to learn or to do as a result of the training? • The content of the training o What is the process and rationale for all training activities? • Conclusion • Reference slide, with all sources formatted in APA style Use the Notes view of the PowerPoint presentation to create narrative/transcript to help explain your training program. Be sure to include explanations for each section of the presentation to aid your Instructor and colleagues in their reviews. 2. Develop a Training Assessment Survey to measure the training outcomes
The success of a training program depends largely on its evaluation. Training assessment helps trainers decide what went well and what went wrong with a training program. Assessing a training program also sets improvement parameters and charts a future course of action for the program. Create a survey document that includes at least five questions/statements, and leave room for participants to make comments. Refer to “Table 9-4: Reaction Question About the Trainer” on page 324 of the course text for an example of this type of document. Be sure to include a cover page for your survey that details your information from your Training Program Presentation’s Title Slide.
The Individual Project is worth up to 200 points and is due on Day 7 of Week 4.
Scenarios Note: These hypothetical scenarios are not in the text. You will need to do some research to complete the training program. Team A: Communication: Sales Clerks at Kohl’s Department Store • Sales clerks at Kohl’s work with customers in a face-to-face setting. A needs assessment has revealed two critical issues: 1. Customers are not satisfied with the length of time they have to wait for a clerk to acknowledge them. 2. Clerks have a hard time controlling their emotions when dealing with irate customers. • Your objective is to ensure the sales clerks know how to greet customers. If busy, they need to know the importance of letting a customer know they will be right with them. Help them understand how to manage their emotions. Include tips on how to handle irate customers. Team B: OSHA Requirements: The Home Depot • Safety is a big concern in a location that is frequented by the public. Employee safety is also a tremendous concern. There are requirements that must be met. A needs assessment has revealed that employees are not fully aware of OSHA requirements for a safe workplace. • Your objective is to develop a 1-hour training program that gives an overview of OSHA requirements in a retail environment. You may select up to three safety requirements to address in the 1-hour training program. • Note: Do not make the background of your slides “Home Depot orange,” which will be very painful to the viewer. Team C: Customer Service Call Center for Dell Computers • Working in a call center can be challenging. Customers typically call because they have problems. They may not always be nice to the call center
representative. A needs assessment has revealed the call center staff has been short-tempered with callers. They do not answer the phone correctly and place callers on hold for extended periods of time without explanation. • Your objective is to ensure the call center staff knows how to handle incoming and outgoing calls. Help them understand the proper way to speak with callers. How do they manage emotions? Include tips on how to handle irate callers
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