...Supervisor will receive job coaching provided by HR manager and District Claims manager. They will receive training with common types of customer calls with various scenarios. The coaches will gage to see how New Claims supervisor performed the different levels customer service training specific developing certain skills of; empathetic listening, recall of the issue, critical thinking that will leave the employees and customers satisfied. In turn our employees will be happy with the support and Epic’s customer base will increase as our employee’s knowledge and skills grow. Coaching is a method of training the trainer has an active role in training the employee. | Scope Job coaches provide a multilevel training that will utilizes the latest training methods for improved leadership skills, employee relations, customer service performance and increase employee retention. Claims supervisor job coaches will provide 30 day training program that will include computer based applications, customer service scenarios along with on the job training and job simulations. Claims Supervisor will receive continued training after six months of hire with leadership developing simulation with different scopes of employee and customer service issues. They will have 14 hours of training simulation to be completed in a two week timeline to have the knowledge of what their Claims supervisor receive for their training. | Objectives 1. The objectives will include job coaching instruction, computer...
Words: 761 - Pages: 4
...NOTES 6 - DIFFERENCE BETWEEN TRAINING & DEVELOPMENT TRAINING & DEVELOPMENT Training is a process of learning a sequence of programmed behaviour. It improves the employee's performance on the current job and prepares them for an intended job. Development not only improves job performance but also brings about the growth of the personality. Individuals not only mature regarding their potential capacities but also become better individuals. DIFFERENCE: Training: 1.It's a short term process. 2.Refers to instruction in technical and mechanical problems 3.Targeted in most cases for non-managerial personnel 4.Specific job related purpose Development: 1.It is a long term educational process. 2.Refers to philosophical and theoretical educational concepts 3.Managerial personnel 4.General knowledge purpose PURPOSE OF TRAINING: 1.To improve Productivity: Training leads to increased operational productivity and increased company profit. 2.To improve Quality: Better trained workers are less likely to make operational mistakes. 3.To improve Organizational Climate: Training leads to improved production and product quality which enhances financial incentives. This in turn increases the overall morale of the organization. 4.To increase Health and Safety: Proper training prevents industrial accidents. 5.Personal Growth: Training gives employees a wider awareness, an enlarged skill base and that leads to enhanced personal growth. PURPOSE OF DEVELOPMENT: ...
Words: 1672 - Pages: 7
...Table of Contents Project Management................................................................3 Project Management Professional (PMP)®............................3 Diversity and Employment Compliance..............................13 ADA Compliance in Business...............................................13 Project Management Overview............................................3 Managing Projects within Organizations.............................3 Project Management .............................................................. Process Groups.....................................................................3 Execution, Monitoring and Controlling...............................3 Project Change Control and Closure...................................4 Initiation Basics, Developing a Project Charter and Project Management Plan...................4 Collecting Requirements and Defining Scope......................4 Monitor and Control Project Scope......................................4 Defining and Sequencing Project Activities..........................5 Developing and Controlling the Project Schedule...............5 Estimating Activity Resources and Durations......................5 Controlling Costs..................................................................5 Estimating & Budgeting Project Costs.................................6 Project Quality Planning......................................................6 Quality Assurance and Cost Control........
Words: 10262 - Pages: 42
...understanding and practicing collaborative care. Studies by Fewster (2015) showed that working together toward a common goal represents collaboration as a basic social process. The common goal identified was the best patient outcome. In collaborative rounds, the team members share their patient knowledge and their experiences with a particular problem (Fewster, 2015). Doctors share the information about diagnosis, while nurse share the lab values and condition of the patents. A hierarchical relationship is found to be existing in hospital settings (Lancaster,Kolakowsky-Hayner, Kovacich, & Greer-Williams, 2015). Studies by Lancaster et al., (2015) suggest the adoption of a hospital patient care system based on the conductor less orchestra model, in which members work together. This leads to achieve a cohesive performance that can lessen the existing hierarchy in hospital settings (Lancaster et al., 2015). A similar study by Nair, Fitzpatrick, McNulty, Click, & Glembocki, (2012) identifies the need of a culture that foster a collaborative behavior among nurses and physicians to improve patient outcomes. They also acknowledge nurse-physician round as an intervention to improve relationship between caregivers (Nair et al., 2014;...
Words: 604 - Pages: 3
...Cooperative Problem Solving in Physics A User’s Manual Why? What? How? STEP 1 Recognize the Problem What's going on? STEP 2 Describe the problem in terms of the field What does this have to do with ...... ? STEP 3 Plan a solution How do I get out of this? STEP 4 Execute the plan Let's get an answer STEP 5 Evaluate the solution Can this be true? Kenneth Heller Patricia Heller University of Minnesota With support from the National Science Foundation, University of Minnesota, and U.S. Department of Education © Kenneth & Patricia Heller, 2010 Acknowledgments In reaching this stage in this work, we gratefully acknowledge the support of the University of Minnesota, the U.S. Department of Education FIPSE program, and the National Science Foundation. This work would not have existed without the close cooperation of the University of Minnesota School of Physics and Astronomy and Department of Curriculum and Instruction. We have incorporated the suggestions of many faculty members from both Physics and Education at the University of Minnesota and other institutions that have communicated with us at workshops, meetings, and by e-mail. This work has depended on the efforts and feedback of many graduate student teaching assistants in the School of Physics and Astronomy over the years. Much of this development is directly based on the research of the graduate students in the University of Minnesota Physics Education Program: Jennifer...
Words: 40122 - Pages: 161
...through play therapy. Case-Based Treatment Plan In this paper the case of Catie, who is a 7 year old girl, is going to be examined. Through the first phone contact with her mother, the therapist gathered some basic information about the present situation in Catie’s life. The mother mentioned that she is divorced with her husband for a year now and she lives with her three daughters. Catie is the middle child, as she has an older sister, who is 10 years old, and a younger sister who is 4 years old. The mother also mentioned that she works full time but after the divorce she has depressive symptoms and anxiety. As fas as Catie is concerned, the mother is lately concerned about her daughter’s social behavior. She started showing social awkwardness with her peers and siblings, she cannot make easily friends and she is either distant and isolated or she gets into conflicts. She considers herself lost between her two sisters, as the older one seems to be the “good child” and the younger one as the little girl needing protect and attention. The relationship between parents was described by the mother as “fairly good”, and the father spend time with his daughters every Wednesday afternoon and every other weekend. What was also mentioned is that Catie has a good relationship with her both parents. As a therapist and due to the fact that the information given by...
Words: 1747 - Pages: 7
...A Report on Marketing Department: Students’ Expectations & Perceptions University of Chittagong Submitted to Submitted By Mr. Md. Akteruzzaman Group: Abacus (4) Associate Professor Session: 2007- 2008 Department of MSIM Department of MSIM University of Chittagong University Of Chittagong ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- ------------------------------------------------- Date of submission: 4th May, 2013. Group Details ...
Words: 5540 - Pages: 23
...Group Name - “E” Sl. No. | Name | ID. No. | Remarks | 01. | Md. Ahasanul Haque | 1120003 | | 02. | Md. Biplob Hossain | 1120010 | | 03. | Liton Bhakta | 1120024 | | 04. | Mohammed Wabaidullah | 1120031 | | 05. | Md. Munjil Ali | 1120033 | | 06. | Md. Nazmul Hossain | 1120039 | | 07. | Torun Kumar Datta | 1120062 | | 08. | Md. Tushar Mahmud | 1120065 | | Abstract: Employee training and development play an important role in the effectiveness of organizations and to the experiences of people in work. Training has implications for productivity, health and safety at work and personal development. The global competition and swiftness of changes emphasize the importance of human capital within organizations, as well as the swiftness and ways of knowledge gaining of that capital. In the economy where uncertainty is the only certainty, knowledge is becoming a reliable source of sustained competitive advantage. Knowledge is becoming basic capital and the trigger of development. Previously built on foundations of possessing specific resources and low costs, present day competition is based on knowledge possessing and efficient knowledge management. Modern organizations, therefore use their resources (money, time, energy, information, etc.) for permanent training and advancement of their employees. Organizations which are constantly creating new knowledge, extending it through the entire organization and implementing it quickly inside the new...
Words: 4528 - Pages: 19
...What is a Corporate University ? • Corporate University vis-à-vis a traditional University o A Corporate University is so-called because it is similar to a traditional university in many respects. A traditional university is one where there are defined courses or programs taken by students to attain a specific degree or qualification. Syllabi and curricula are clearly spelt out and so are the proficiency levels – measures in terms of marks or grades. Similarly, in a Corporate University, the Knowledge, Skills and Competencies (equivalent of Proficiencies in a traditional university) required for each role will be clearly documented. o In a traditional university the assessment of learning is done by a committee of examiners who evaluate performance and then moderate / normalize their award of marks / grades by a process of ‘calibration’ through mutual discussion. In a Corporate University this role is played by Assessors in an Assessment Center or by other validated and calibrated means. Thus, like a traditional university, a Corporate University is a proficiency development and certification body (internal to the organization). o However a traditional university, largely, creates ‘generic’ proficiencies – not customized to specific industries or organizations. Hence, the students of a traditional university need retraining to fine tune their Knowledge, Skills and Competencies to meet the particular requirements of their employer. The Corporate...
Words: 823 - Pages: 4
...face-to-face leadership. 9. Identify when leadership may not be necessary. 10. Explain how to find and create effective leaders. CHAPTER OVERVIEW Effective managers today must develop trusting relationships with those whom they seek to lead. Why? As organizations have become less stable and predictable, strong bonds of trust are likely to be replacing bureaucratic rules in defining expectations and relationships. Managers who are not trusted are not likely to be effective leaders. Organizations are increasingly searching for managers who can exhibit transformational leadership qualities. They want leaders with visions and the charisma to carry those visions out. While true leadership effectiveness may be a result of exhibiting the right behaviors at the right time, the evidence is quite strong that people have a relatively uniform perception of what a leader should look like. They attribute “leadership” to people who are smart, personable, verbally adept, and the like. To the degree that managers project these qualities, others are likely to deem them leaders. For managers concerned with how to fill key positions in their organization with effective leaders, we have shown that tests and interviews help to identify people with leadership qualities. In addition to focusing on leadership selection, managers should also consider investing in leadership training. Many...
Words: 1251 - Pages: 6
...as a guide in how to lead various styles and practicing emotional intelligence. Introduction The difference between good companies and great companies is leadership. With this belief in mind I have made it my life’s mission to continue to excel and to improve as a leader which is what led me to read the book Winning and then later to enroll in the Jack Welch management Institute. My leadership style is CD and the description that it gives rings true to my attitude towards leading my team. I strive for excellence and I expect excellence from them as well. I have a no- nonsense approach to management and I am result oriented with the ability to balance speed and quality. This speaks perfectly to the competitive advantage of the Lab (my then production company now advertising agency) we are known for giving high quality work in record time, and that sometimes comes with unrealistic deadlines and sleepless...
Words: 1088 - Pages: 5
...The Happiness Machine How Google became such a great place to work. By Farhad Manjoo A few years ago, Google’s human resources department noticed a problem: A lot of women were leaving the company. Like the majority of Silicon Valley software firms, Google is staffed mostly by men, and executives have long made it a priority to increase the number of female employees. But the fact that women were leaving Google wasn’t just a gender equity problem—it was affecting the bottom line. Unlike in most sectors of the economy, the market for top-notch tech employees is stretched incredibly thin. Google fights for potential workers with Apple, Facebook, Amazon, Microsoft, and hordes of startups, so every employee’s departure triggers a costly, time-consuming recruiting process. Then there was the happiness problem. Google monitors its employees’ well-being to a degree that can seem absurd to those who work outside Mountain View. The attrition rate among women suggested there might be something amiss in the company’s happiness machine. And if there’s any sign that joy among Googlers is on the wane, it’s the Google HR department’s mission to figure out why and how to fix it. Google calls its HR department People Operations, though most people in the firm shorten it to POPS. The group is headed by Laszlo Bock, a trim, soft-spoken 40-year-old who came to Google six years ago. Bock says that when POPS looked into Google’s woman problem, it found it was really a new mother...
Words: 2110 - Pages: 9
...ACADEMY OF CANINE BEHAVIOR Apprentice Program Questionnaire Name….. Address……… Home Phone… Alternate Phone _________________________ Christopher Santucci _________________________ 24202 57th Ave W Mountlake Terrace, WA 98043 _________________________ _________________________ 425-293-6575 _________________________ I. What sort of background in dogs and/or other animals do you have? You may include information on your own pets, knowledge from classes and/or personal reading, etc.(Remember AOCB does not require any previous training experience in order to enter the Apprentice Program.) __________________________________________________________ Firstly, I have always had a dog since I could remember and I would not have it any other way! Currently __________________________________________________________ I have a German Shepherd that I am training and a Chihuahua that likes to pretend she is untrainable. __________________________________________________________ My dog training experience comes from 5 years as a military working dog handler in the United States __________________________________________________________ narcotic Navy. I personally trained 4 separate dogs, 1 Lab, 1 GSD, and 2 Belgian Malinois in explosive detection, __________________________________________________________ detection, patrol work, and advanced obedience. I became the lead trainer for my Kennel of 24 dogs for __________________________________________________________ a year and a half...
Words: 1373 - Pages: 6
...important tips is that students should study by testing themselves rather than just reading over the material. It is also important to study over a period of days rather waiting until the last minute to study. Kornell and Bjork's studies suggest that only about 2/3 of college students routinely quiz themselves, and a majority of students study only one time for upcoming exams. Of course, guidelines from memory research come from studies in idealized circumstances. Researchers bring participants (many of whom are college students) into a lab and ask them to learn material. Perhaps the recommendations drawn from these studies are not that helpful for real students dealing with real courses. To address this question, Marissa Hartwig and John Dunlosky related the study habits of college students to their grade point average (GPA) in a 2012 paper in Psychonomic Bulletin & Review. They asked students about a number of study behaviors. They also had students report their current GPA. The students with the highest GPA were more likely to study by testing themselves than the students with lower GPAs. What is the most effective way to test you, though? It turns out that most students report using flashcards, and the use of flashcards does not predict a student's grades. However, flash cards usually allow...
Words: 1145 - Pages: 5
...Ethical Leadership •What are the components of a comprehensive framework for ethical decision making in business? Ethical Issue Intensity Business Ethics Ethical or Individual Factors Evaluations and Unethical Organizational factors Intentions Behavior Opportunity Ethical-Issue Intensity The first step in ethical decision making is to recognize that an ethical issue requires an individual or work group to choose among several actions that various stakeholders inside or outside the firm will ultimately evaluate as right or wrong. The intensity of an ethical issue relates to its perceived importance to the decision maker. Ethical issue intensity, then, can be defined as the relevance or importance of an ethical issue in the eyes of the individual, work group, and/or organization. It is personal and temporal in character to accommodate values, beliefs, needs, perceptions, the special characteristics of the situation, and the personal pressures prevailing at a particular place and time. Senior employees and those with administrative authority contribute significantly to intensity because they typically dictate an organization’s stance on ethical issues. In fact, under current law, managers can be held liable for the unethical and illegal Moral intensity relates to a person’s perception...
Words: 1618 - Pages: 7
