Exam 5: Orientation, training, and Development

Trainees are better able to learn if they can connect the new material with things that are already familiar to them.

Frequently,organizations refer to "intellectual capital" as their competitive advantage.What is "intellectual capital"?

There is no significant distinction between the terms training and development.

What is one of the simplest,most common,but least effective approaches to training evaluation?

Scenario 5.2 Customer Complaint about Counter Crew RJ's Fastfoods is a quick service restaurant.All new employees are required to provide certificates or transcripts showing that they received over 30 hours of training in server intervention and have a food safety certificate.All employees receive the company orientation DVD and accompanying booklet.The manager was continuing to receive a growing number of customer complaints about the slow service of the Counter Crew. -Please refer to Scenario 5.2.The manager decided to provide customer service training which would involve a large behavioural component so as to improve the counter crew's customer service behaviour and communication.What training method would be most effective?

Since many new employees come equipped with the skills and capabilities needed to start work,it is not necessary to spend money on training for these individuals.

Which method of instruction not only uses a computer to generate and score tests to determine the level of trainee proficiency,but can also track the performance of trainees and direct them to appropriate study material to meet their specific needs?

The method by which employees are given hands-on experience with instruction from their supervisor or trainer is known as "on-the-job training".

Scenario 5.1: Is Training Worthwhile? Co-op Credit is a large credit union in Manitoba.Its training program is one that develops financial service representatives.The training consists of several modules,and each is evaluated upon completion.In-house and classroom-based modules teach content,such as computer literacy,cash duties,and introduction to the credit union's products and services,and progresses through to more advanced training,such as consumer lending practices,estates,and minimal mortgage lending.Each three- to five-day module is followed by a work period of three to 12 months,so that employees can apply their knowledge.Training is measured by having participants complete a satisfaction survey at the end of the classroom training,writing exams,and having managers conduct performance reviews on the job-specific competencies that were learned during the training sessions.Co-op Credit union provides development resource kits,which include career assessments,training courses,seminars,books and work opportunities to all their employees.They provide leadership development training and mentoring to their managers.Coop Credit has increased their attention on talent management as a way to attract and retain top talent. -Please refer to Scenario 5.1.Which of the three evaluation methods used by Coop Credit Union would be most effective to measure training?

Organization analysis is an examination of activities of the work to determine the competencies needed.

A good mentorship is a reciprocal relationship with both the mentee and the mentor learning from each other.

Scenario 5.3 Wearing Helmets on the Mountain WhiteRock is a four season resort that offers a variety of activities from hiking and biking to skiing and snowboarding.The resort's mission is to continually strive to exceed their guests' expectations and to create memories as their best mountain experience.Kyleen Mye is the Media Relations & Social Media Strategist who oversees the Social Media Interns.These positions are unpaid full-time internships that come with a free skiing and riding pass.The goal of this social media marketing team is to strive for social media domination.The interns are responsible for driving visits to various WhiteRock channels-such as Facebook,Twitter and Foursquare-by posting,monitoring,and updating WhiteRock's social media channels and responding when necessary.The interns take frequent pictures and basic video of current mountain and village "new-snow" events to post on social media channels.Safety is a priority at WhiteRock and they recommend wearing helmets for skiing and riding to customers.The social media interns,as well as all WhiteRock employees,are required to wear helmets when they ski or board on the hill not only for their own safety but as a way to educate the public about the importance of helmet usage.You have received information from the ski patrol association that Ryan,one of the social interns,was boarding very fast through a sign posted "slow zone" without a helmet.When you approached Ryan,he was unruffled about your concerns and stated that it is not cool to wear a helmet,it is not required by law,and that it occurred on his day off from work.He further explained that all the other interns feel that their helmets get in the way when trying to take quality videos on the steep slopes.He also mentioned that,even with his strong computer skills,he is struggling with the newer Foursquare online computer application.He apologized about not respecting the "slow zone" but stated that he felt it was not really a concern as it was at the end of the day and no one was on the hill. -Please refer to Scenario 5.3.What most important first step would you suggest Kyleen,the Media Relations & Social Media Strategist,take to resolve this problem?

If Bill is not performing up to standard and a review of his poor performance reveals that the reason is due to his lack of motivation,a training program will likely solve this problem.

Employees learn much more easily by trying to do something themselves rather than by watching someone else do it.

When analytic,problem-solving,and critical thinking skills are the most important skills in a training program;the case study method would prove appropriate.

A manufacturing company provides team training as part of a team project to design a new product.Which phase of the systems approach to training is being used in this situation?

Which type of training is used in skill trades where new workers entering the industry are given thorough instruction both on and off-the- job in the practical and theoretical aspects of their trades?

Which learning principle takes into consideration that people learn differently?

Scenario 5.1: Is Training Worthwhile? Co-op Credit is a large credit union in Manitoba.Its training program is one that develops financial service representatives.The training consists of several modules,and each is evaluated upon completion.In-house and classroom-based modules teach content,such as computer literacy,cash duties,and introduction to the credit union's products and services,and progresses through to more advanced training,such as consumer lending practices,estates,and minimal mortgage lending.Each three- to five-day module is followed by a work period of three to 12 months,so that employees can apply their knowledge.Training is measured by having participants complete a satisfaction survey at the end of the classroom training,writing exams,and having managers conduct performance reviews on the job-specific competencies that were learned during the training sessions.Co-op Credit union provides development resource kits,which include career assessments,training courses,seminars,books and work opportunities to all their employees.They provide leadership development training and mentoring to their managers.Coop Credit has increased their attention on talent management as a way to attract and retain top talent. -Please refer to Scenario 5.1.Which of the three evaluation methods used by Co-op Credit Union would be the least effective way to measure training?

The managers and executives who coach,advise and encourage employees of lesser rank are called evaluators.