Report on Finnish Bookstore

HRMT19013 Ass2

Executive Summary

This report is prepared for the Finnish Bookstore and looks at the potential learning interventions that can be used to train staff in the induction process, customer service, interpersonal skills, team skills and leadership skills. The report provides information on how the development needs of the staff and the company can be met. The approach that is used is a human resource development needs investigation.

The report looks at the structured and unstructured interventions that might be used to develop the staff from approaching problems with a ‘black and white’ approach to being more flexible in their approach and willing to use the soft skills required to be an effective staff member.

The report provides guidance on the evaluation strategies that can be used with each intervention. The report recommends that the staff are given the skill and knowledge in a classroom context and then provided with an action learning project along with a mentor.

Table of Contents

1.0 Introduction 1

2.0 HRDNI 1

2.1 Approach 2

3.0 Learning Interventions 3

3.1 Structured learning interventions 3

3.2 Unstructured learning intervention 3

4.0 Evaluation 4

4.1 Reaction 4

4.2 Learning 4

4.3 Behaviour 5

4.4 Results 5

5.0 Conclusion 5

Introduction

Finnish Bookstore staff need a set of learning interventions that can assist staff to improve their level of customer service skills that they need to deliver excellent customer service. The approach that is recommended is a more people focused approach that recognises the value of a variety of approaches in order to develop the customer service skills rather than appreciates the engineers in acquiring the skills that they need to be a senior manager. The Centre will work with Ford Australia in the