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1© 2013 by Nelson Education Ltd.
CHAPTER THIRTEEN
Training Programs
2© 2013 by Nelson Education Ltd.
LEARNING OUTCOMES
Describe orientation training programs and essential skills training
Describe technical skills training and information technology training
Discuss WHMIS legislation and safety training programs
Describe total quality management (TQM) training
3© 2013 by Nelson Education Ltd.
LEARNING OUTCOMES
Describe team training and the skills required of team members
Describe sales training and the skills required to be effective in sales
Discuss customer-service training and the skills that employees require to interact effectively with customers
Define sexual harassment and describe sexual harassment training
Describe ethics training, diversity training and cross-cultural training
4© 2013 by Nelson Education Ltd.
TRAINING PROGRAMS
Diverse variety of training programs delivered in Canadian organizations
Many factors influence what training is delivered• Organizational values, goals, mission, strategy
Many programs have common or generic goals that are transferable
Will also determine how and to whom the training is provided
Table 13.1 provides a snapshot of most common types of programs
TYPES OF TRAINING PROGRAMS
5© 2013 by Nelson Education Ltd.
6© 2013 by Nelson Education Ltd.
ORIENTATION TRAINING
Programs designed to introduce new employees to their job, the people they will be working with, and the organization
Conducted in-house by human resource practitioners• Health, safety, conditions of employment,
organizational history Results in more socialized employees
7© 2013 by Nelson Education Ltd.
ESSENTIAL SKILLS TRAINING
Skills that are required for work, learning, and lifeNine essential skills identified by Government of Canada and others:
1. Reading text
2. Document use
3. Numeracy
4. Writing
5. Oral communication
6. Working with others7. Continuous learning8. Thinking skills9. Computer skills
8© 2013 by Nelson Education Ltd.
ESSENTIAL SKILLS TRAINING
Literacy Levels of Canadians 42% of Canadians aged 16–65 in the lowest
levels and are semi-literate 4.7 million in the upper Level 2 and lower Level 3
(there are five levels) Only 58% of Canadians can read well enough to
meet most day-to-day requirements
9© 2013 by Nelson Education Ltd.
ESSENTIAL SKILLS TRAINING
Essential skills training:• Designed to provide employees with essential
skills required to perform their job, and adapt to workplace change
• Becoming more important as competition in world economy increases
• Success of other training programs can be affected if essential skills not present
• Has benefits for the organization and the employee
10© 2013 by Nelson Education Ltd.
TECHNICAL SKILLS TRAINING
Training in specific job skills that all employees need to perform their jobs
11© 2013 by Nelson Education Ltd.
TECHNICAL SKILLS TRAINING
Global competition has forces employers to spend time and money on technical skills training, particularly among manufacturing firms
Low-skilled employees have had to become highly skilled to keep their jobs and for their organizations to survive
12© 2013 by Nelson Education Ltd.
INFORMATION TECHNOLOGY
Training programs that focus on the use of computers and computer systemsKey factor in the successful implementation of information systems technologyTech failures a result of lack of training
Computer software training:Planned, structured, and formal means of delivering information about how to use a specific computer software application
13© 2013 by Nelson Education Ltd.
HEALTH AND SAFETY TRAINING
Work-related injuries on rise Present serious threat to employees and
organizations Approximately:
• 1000 die each year in workplace accidents • 340,000 suffer lost-time injury• Costs 12 billion dollars per year
14© 2013 by Nelson Education Ltd.
HEALTH AND SAFETY TRAINING
Safety training is one of most important ways to prevent accidentsGoal is to educate employees on safe work methods and techniquesEmployees should also be trained to recognize chemical and physical hazards
15© 2013 by Nelson Education Ltd.
HEALTH AND SAFETY TRAINING
Workplace Hazardous Materials Information Systems (WHMIS)
Legislation to ensure workers across Canada are:• Aware of potential hazards of chemicals• Familiar with emergency procedures for the
clean-up and disposal of a spill in the workplace
16© 2013 by Nelson Education Ltd.
QUALITY TRAINING
Total Quality Management (TQM)Systematic process of continual improvement of the quality of an organization’s products and services
Also includes a teamwork and customer service focus
TQM often requires significant changes in employees’ skills and the way employees work
Training involves team training, the use of statistical tools, and problem solving
17© 2013 by Nelson Education Ltd.
TEAM TRAINING
Programs that are designed to improve the functioning and effectiveness of teams in areas such as communication and coordination
Group processes are usually the focus Team training focuses on two types of skills:
1. Task work skills 2. Teamwork skills
• Task work skills should be mastered first
18© 2013 by Nelson Education Ltd.
SALES TRAINING
Today, sales professionals need to develop:
The ability to deal with competitive challenges Relationship-based sales training:
• Knowledgeable about their customer’s business needs
• Customized sales strategies• Learning to sell solutions that combine support
and service agreements
19© 2013 by Nelson Education Ltd.
CUSTOMER-SERVICE TRAINING
Organizations with strong commitment to customer service invest heavily in training
The training needs to be tailored to meet the organization’s:• Strategy• Context • Characteristics • Customers
Employees must have ability and motivation to provide excellent service
20© 2013 by Nelson Education Ltd.
SEXUAL HARASSMENT TRAINING
Sexual harassment training is designed to:Increase awareness and understanding of what constitutes sexual harassment Train staff on policies and complaint proceduresFacilitate a positive climate that prevents sexual harassment
Often mandatory in certain occupational fields or environments where history of harassment has been prevalent
21© 2013 by Nelson Education Ltd.
ETHICS TRAINING
Ethics training programs involve teaching employees about the organizations’ values and ethical policies
Create an ethical culture and workplace Comply with legal mandates Gain liability protection Attract and retain the right type of employees
22© 2013 by Nelson Education Ltd.
ETHICS TRAINING
Components of an effective ethics training program: Mandatory Copy of organization’s code of ethics Discussion of relevant compliance laws An ethical decision-making model Resources for help Role-playing scenarios
23© 2013 by Nelson Education Ltd.
DIVERSITY TRAINING
Focuses on differences in values, attitudes, and behaviours of individuals with different backgrounds One of the most common ways for organizations to manage diversityIs controversial – some say it has helped and others think it is a waste of time and money – and does not work
24© 2013 by Nelson Education Ltd.
DIVERSITY TRAINING
Diversity Training Objectives
Increase awareness about diversity issues Reduce biases and stereotypes Change behaviours to those required to work
effectively in a diverse workforce
25© 2013 by Nelson Education Ltd.
CROSS-CULTURAL TRAINING
Training that prepares employees for working and living in different cultures and for interactions with persons from different backgrounds
Training rigour is a critical factor in the effectiveness of the various methods used in cross-cultural training
26© 2013 by Nelson Education Ltd.
CROSS-CULTURAL TRAINING
Major types of cross-cultural training:
27© 2013 by Nelson Education Ltd.
CROSS-CULTURAL TRAINING
Training Rigour
The degree of mental involvement and effort that must be expended by the trainer and the trainee in order for the trainee to learn the required concepts
Also refers to the length of time spent on training
Low Rigour Medium Rigour High RigourLectures Role plays Field tripsFilms Cases Interactive language training
Examples of different levels of rigour:
28© 2013 by Nelson Education Ltd.
CROSS-CULTURAL TRAINING
The degree of rigour required depends on three dimensions:
1. Cultural toughness
• How difficult it is to adjust to a new culture
2. Communication toughness
• The extent to which employee will have to interact with locals
3. Job toughness
• How difficult tasks/job will be compared to current role
29© 2013 by Nelson Education Ltd.
CROSS-CULTURAL TRAINING
Recommendations for an Effective Cross-Cultural Training Program Should be considered mandatory Location should be chosen based on needs of the
family Depth of training is of utmost importance Families must be incorporated into training Language training should be incorporated Education and expectations of training should be clear
See Trainer’s Notebook 13.1
30© 2013 by Nelson Education Ltd.
SUMMARY
Presented an overview of the major types of training programs offered in today’s organizations
Discussed key objectives, components, and success factors for many of the training programs
Discussed the link between the need for these programs, environmental influences in the world economy, and organizations’ strategies