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Chapter 41.a & b. The employees will learn what service recovery is, and some may process the informationsuccessfully to achieve the VP’s goal. What the VP of Operations must understand is there are many learning styles, the presentation style works well for traditionalists, but not other generations. Many will not have retained the skills needed, after a 90-minute presentation, to successfully do service recovery. Some employees will likely drift in their attention while the lecture is ongoing. The Q&A session afterward will have a few asking the questions, as some may not want to speak up in front of their peers, and others see it as an extended break from job duties.2.First, we must get the employees on board with the training. We will explain what is it, why we are implementing training, and what we hope is the outcome of training. We will advise what objectives the employees must reach to achieve company goals.Next, I would utilize different forms of training methods. I would place seating arrangement intoa fan shape. This shape is conducive to listening to presentations, working in small groups for role playing scenarios, and sharing ideas with all in the room. Most important in this training is