Strategic Human Resource Management Assignment 4: HR Training Class

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Assignment 4:HRTraining Class1Assignment 4:HR Training ClassDJhonna M. JonesDr.G. Stan Reeley, Jr., Ph.D.Strategic Human Resource Management03 December 2014TurnItIn:17%In your paper, you discuss the design and implementation of a customer service training programwithin a company. How does a training needs assessment contribute to the success of thisprogram? Additionally, explain why a combination of classroom-based role play and seminartraining was selected as the method for delivering the training. How would you motivateemployees to attend and engage in the training, and how could you assess the effectiveness of theprogram post-training?Word count requirement:600-700 words.4o mini

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HR Training Class2Abstract:The purpose of this paper is to make an understanding of a Human Resources training class,using a mock customer service training class for new employees as an example. There will be ashort justification for the necessity of a post training assessment that stresses five ways theassessment would expose any training defects. An outline of a customer service trainingimplementation plan and determination of training method will be made. The paper will thenshow why the choice in training method was made. While showing methods of training thepaper will explore methods of motivating employees to be interested in attending the trainingclass. Last, the paper will develop a survey aimed at collecting feedback from the employeeswho would attend the mock training.HR Training ClassThe Human Resources Training Class is used to train employees in a number of work /life related aspects of the business world. The HR community has discovered that one of themany ways to ensure a productive workforce is to provide them with the tools toachieve thefirm’sgoals. To this end, many human resources have incorporated different courses or trainingclasses to assist the employee in their development within the work environment. Using a mockcustomer service need as a basis, this paper will explore how to develop a training class to fulfilla need for training in the HR environment by utilizing the training class method.Justify the use of a needs assessment for proposed employee customer service trainingThere are a number of reasons to conduct a training needs assessment. The needsassessment can be considered a financial tool to determine if it is financially feasible or a wiseinvestment to conduct a particular training for employees. The needs assessment determines

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HR Training Class3what training is relevant to the employee's positions. The needs assessment also determines howthat particular training will be involved in the improvement of the personnel's performance. Thisin turn can assistthemin linking to thecompany’sgoals and bottom line determination(Swist,2001).Primary use of the needs assessment is to pin point any problem areas within theorganization(Brown, 2010). It identifies for management and HR what problems needaddressing, their severity and the appropriate training, if it is a viable answer, to use to alleviatethose issues.The training assessment is also useful in the prevention of unnecessary training orprograms that may be proposed by management unaware of what the company needs without theneeds assessments assistance.The needs assessment allows HR to identify the specific issuethat may be causing a perceived need and pinpoint its specific solution rather than using a broadapproach(Brown, 2010).The needs assessment is a tool used by HR to prevent unnecessary expenditures ontraining that may not be the necessary answer to problems that are identified by the needsassessment. A needs assessment can give management statistics and data on exactly what intheir organization is not working, what is working, and what can be improved upon forcontinuous use. Moving forward in a training class without first identifying the needs through aneeds assessment can lead to unnecessary expenditure on trainingthat does not help or solve theidentified problem the training was meant to solve(Brown, 2010).Customer Service Training Implementation Plan and Method of Training Determination1Introduction:

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