Training the Workforce
Chapter 6

1. What is the point of a firm providing training and how does the firm measure it’s ‘return on training investment’ ?

The point of a firm providing training is to focus the employee on the current job, based off job analysis to fix the current skill deficit in order to increase overall productivity. Training teaches an employee how to do the job, the purpose of the job, and how this relates to the organization’s goals and strategies. Ongoing training is necessary to keep up with changes that occur in the work environment and keeps the employee learning on the job. Training internally is essential because this enables the employees to focus more on certain elements to help the organization meet their goals while achieving individual success as well. This relates to how training also can be seen as an effective motivator for some, because satisfied employees are more productive and less likely to increase the organization’s turnover rate. Internal training can be an investment at first, but will be cheaper in the long run because these programs can be reused and adapted when the environment changes without much further investment.

The firm measures the return on training investment in a couple ways. From an international survey of more than 5,000 organizations, it was found that the greater the investment in employee training, the more profitable the firm. From this finding, it is concluded that training is a good investment that can have a bottom line payoff. Also training is positively related to the stock price of an organization. This occurs because when there is better performance from an organization, this is recognized by the market. Lastly, organizations that put more into training employees have a long term view of value in mind and this is also what contributes to higher stock prices. Organizations should have measurable goals in mind from each training session and long term goals because if there is no way to measure the effectiveness of training, then investment cannot be measured.

2. Do you think that the organization should determine training for each employee, or should employees self-select training they believe will benefit them most?

I believe that the organization should determine training for each employee instead of the employee self-selecting training. Training needs can be assessed in a couple of ways including the job characteristics through job analysis, person analysis to determine which employees need training by examining them on the job, and organizational analysis to examine broad factors to look at the companies structure and goals. The organization should have the power to determine the training for each employee because the organization is ultimately the one measuring performance, not the employee self-reflecting on their own performance. Organizations may tend to have a less bias view throughout the whole training process. Organizations tend to think carefully about the implementation of training practices as well and think critically about who should be evaluated, what specific training techniques should be implemented and what the goals are that needs to be met from this training. Because organizations allocate so much time into the preparation of implementing and completing training, it is important that the organization have full control over training. Determining which employees need training will save the organization money because implementing a company- wide training effort without concentration could be a waste to those that are performing well in their jobs.

3. Training is delivered to employees in a variety of ways:

✓ Computer based modules ✓ Face to face ✓ Classroom setting ✓ Team training ✓ On-the-job ✓ Shadowing ✓ Outside seminars ✓ Simulations

(How would you provide training in the following situations?

New hire being trained as a bank teller.
For a new hire being trained as a bank teller I would first have the new hire shadow a bank teller and then do on-the-job training. Because tellers perform financial transactions with customers, they should also have good customer service skills. On the job training would be best in this situation because this involves detailed instruction and a hands on work opportunity. This method of training also allows the new hire the opportunity to observe co-workers performing similar duties and assisting when ready.

Bank teller being trained on a systems upgrade
For a bank teller being trained on a systems upgrade, I would have the bank teller learn the new systems on a computer based modules or classroom setting. Classroom setting might be good to announce the new systems upgrade and to explain the benefits of switching to this system. Then a computer based module will be good for training the bank teller on the new system because it is cost-effective and because bank tellers need to use computers to function at their jobs with their policies and procedures. With computer based module training, an employee can go at his or her own pace and have the flexibility to train whenever they can access a computer.

New programmer joining a development project already underway.
For a new programmer joining a development project already underway, I would have the employee do some face to face training and on the job training. This way the employee has the chance to meet and engage with all the employees that may be involved in this development project and also to gain some insight into what the personal goals and overall goals of the project are. Then using on the job training, the employee can observe what is currently being done and what he or she can contribute to the project depending on his or her strengths.

New mechanic joining Jiffy-Lube
For a new mechanic joining Jiffy-Lube, they should already have taken courses and had some experience with automotive repair. On the job would be best for the new mechanic because he knows the requirements of a mechanic and what the procedures are. Now on the job, he can learn what the policies of Jiffy Lube are and how certain customer complaints and such may be handled. Especially because this requires so much of the learning to be done through experience, training is best done when going through the motions and being in the workplace.

Experienced waitress joining Outback Steakhouse
An experienced waitress joining Outback Steakhouse should shadow another waitress or waiter for a couple days to observe how Outback greets a customer or what elements of the customer service and environment the waitress should bring to his or her customers. Because they already have the experience, the shadowing will be limited then they will be on their way to working on the job, but it is important to learn what services make Outback Steakhouse a competitor and bring those to the job.

Line-cook joining a 4-star gourmet restaurant
A line cook joining a 4 star gourmet restaurant will definitely have an interest and some experience with cooking if he or she is joining a 4 star gourmet restaurant. I recommend that this employee shadow another line cook to see cleanliness procedures, how to cook certain things, remember recipes, and know where supplies are and other functionalities of the kitchen.

College grad. joining Northwestern Mutual Life as a sales associate
A college graduate joining Northwestern Mutual Life as a sales associate should be trained in a classroom then move to shadow then be released to the job. I believe that this is the best method because first in a classroom this employee can learn what products and services Northwestern Mutual offers along with any other questions that customers may have for the sales associate. Shadowing may be beneficial to the sales associate as well because they can learn what makes the customer feel comfortable and what sales tactics work in this industry.

Experienced auditor needing updated tax code rules
With an experience auditor needing updated tax code rules, this employee should be trained through a computer based module. This way the employee can read the updated tax code rules and take quizzes to test whether he or she knows them or not. Computer based module training allows the employee to go at his or her own pace and allows them to access the training module whenever time permits.

A Delta Airlines pilot needs re-certification.
For a Delta Airlines pilot who needs re-certification I would recommend that this employee be trained through a computer module. Because of the experience, I think this is best because they can move at their own pace. Also I believe that simulations are important for a pilot because many accidents and emergencies can occur that the pilot will be responsible for and I think that with simulations, the pilot will be ready for anything to happen and will know what plan of action to take when an emergency occurs.

4. What areas of discrimination law should managers and employees be trained? How would you deliver that training?

I believe that managers and employees should be trained on Title VII of the Civil Rights Act of 1964 which includes educating managers and employees on discrimination in employment based on race, color, religion, sex, national origin, disability, age, or genetic information. In addition, it is important to inform managers and employees about the EEOC. I think this is very important because this provides managers and employees with a basic understanding of the coverings of the law under Title VII which include harassment and discrimination, how to recognize these when they occur, and what actions can be taken when see. This also encourages employees to act with respect in the workplace. I would deliver this training through a classroom setting and also getting people to participate in this classroom setting. I would have the Human Resources Manager provide a presentation on discrimination in the workplace and provide examples through stories, quotes, videos, etc. Getting people to participate in the classroom setting is also important too so that the presentation does not get too boring, but also to engage people into thinking outside the box for what discrimination could be because it does come in a lot of different forms and should not be ignored.

5. There are 4 generic phases of training; (1) Needs assessment, (2) Development of content (3) Deliver content (4) Evaluation. Identify at least 1 important issue for each of these phases.

The needs assessment phase involves identifying the problems or needs that the training must address, which involves three levels of analysis: organizational, task, and person. An important issue that may arise from the needs assessment phase is that training may not be a proper way to respond for the performance deficiency for example extra sales training is only beneficial when sales are low because poor sales techniques are the source of the problem. Development of content includes taking the results from the assessment and responding to the organizations problem in the best manner and this involves making sure that the training is focused on the key competencies that have been identified. The issue that lies in the development of content is if the training is not focused on the skills that need to be refined; training could be a waste of time and money for the organization. Delivery of the content includes figuring out the training approach which may vary by location, presentation and type. Also delivery of the content includes choosing the right presentation techniques in training sessions. The issue that lies in the delivery of the content is figuring out the location and the facilities available and if the training sessions are not mandatory then the employees will not benefit. Lastly, there is the evaluation of the training. This is when participants and leaders are asked to evaluate the session and make sure that there are training sessions continuously. The issue in the evaluation is that if the goals were not clearly stated in the development of content, then the evaluation is pointless.

6. What is meant by cross-functional training? Why is this a growing trend in firms today?

Cross functional training is when employees are taught to perform operations in areas other than their assigned job. Cross training offers value to employers because it makes current workers more versatile, and this flexibility can be more efficient than hiring new workers. The benefit to employees is that it can add variety to their work and can be a break from doing the same routine. Cross functional training is a growing trend because organizations are looking to upskill their employees to increase the effectiveness of their employees and also decreasing costs. Shifting employee roles and assigning duties to an existing employee will be less costly than recruiting externally. Another reason why it is a growing trend is because it improves employee motivation because when an employee thinks that the organization is concerned about his or her career development, the employee is likely to exhibit an increase in job satisfaction, perform better, and be a better team player.

7. What type of training or instruction would be most motivating to you. Explain in detail.

The type of training or instruction that would be most motivating to me would be would one on one coaching by someone higher up in management. I think this would be the most motivating for myself because coaching would lead to my employee development and if someone that is higher up in the management structure is willing to invest their time into me it means that they care where I currently am and where I am going. Also working with someone in management can remind me what is potentially ahead for me and what opportunities there are for growth in the company.

8. Describe several ways that training could increase revenue.

Training can cut costs and increase revenue in several ways. Making wise hiring decisions is important however choosing the right candidate shouldn’t just be the focus, there should be a focus on how much the candidate wants to learn on the job. Engagement and enthusiasm to learn can increase motivation and productivity which can increase profits for the organizations because employees who are more engaged are more productive. Second, with an increase in training, employees will develop their skills and grow through the company which will decrease turnover costs because they do not have a reason to leave. Third, when cross training and increasing employees skills, a company can save money and not worry about a decrease in productivity in the event there is an absence or sickness.