Effective Training Program

Running Head : TRAINING ASSESSMENT

Assessment for a Training Program Intended for Customer Service Representatives

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Though training programs may have different purposes for different organizations , their primary concern is the over-all efficiency and smooth operations from the individual level up to the organizational level . In the situation where there is a need to replace an old training program with a new one , there are certain considerations that have to be made to ensure that

it will achieve efficiency for the organization

First , there should be an assessment of the old training program to identify the strengths and weaknesses of the same . The weaknesses are those which should be avoided for the new training program so as to avoid the same pitfalls and mistakes . The strengths would be of use to provide continuity , familiarity , and stable foundation for the new program . It would be unwise to waste the good things that have come with the old training program

Second , the needs of the customer service representatives should be identified with a survey of the areas where they would need training and through an examination of their job . Likewise identification of critical incidence in their task flow would also be of help in pinpointing their needs . With the needs identified , it would be easier to know which should be subject to training and where focus should be placed to ensure that it covers the things it should address

Third , there should also be some consideration with regard to the organizational culture . The training program should fit the organizational culture for it to be accepted and be viewed positively by the employees . The success of the training program depends on the employee 's perceived impact on them and the workplace and this perception would depend on its relation to the organizational culture as considered by the training program

These are the things that should be considered with the new training program . It is in the realization of these three that the purpose of efficiency may be achieved

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