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Understanding when to get a third party involvedBreak 9:50-10:10am Understanding how to deal with conflict and confrontations with customersBreak 10:20-11:00am The Customer is always right11:00-12:00pm Understanding your position and role in conflict and confrontationsLesson Plan 7– Delegating in Organizations Objective: Delegation is crucial for team success, and micromanaging subordinates breeds resentment and mistrust
ADDIE MODEL 9Content8:00-9:15am What is effective delegation?Break 9:20-9:35am Barriers in delegation9:35-9:45am Benefits of delegation 9:45-10:00am Empowering subordinates Break 10:20-11:00am Communication in delegation 11:00-12:00pm How delegation affects Customer serviceThe main learning aids that will be incorporated into the training include visual aids via use of PowerPoint presentations. This is used because visual stimulation helps retention of new knowledge. Other aids that will be used include videos, that will present case studies, as well as charts that will be used to present graphs and figures as well as be used by participants in answering posed questions as the program is designed to be interactive. ImplementationIn the implementation phase of the training program, several things will be used to ensure that the program will be beneficial to participants. This will be done by using questions often so that participants/employees can answer them and in this way contribute to classroom learning. Additionally, problem solving questions will also be used to assess whether new material has been understood, while two quizzes will be used to test participates/employees on how well they can apply learned concept to multiple choice questions. To aid and boost retention of the new training, participants will be given homework assignments to be completed during the week before the next training session. For example, an assignment may be for participants to list behaviours in the organization that hinder communication or customer service. This helps participants retain new knowledge and apply it and it offers the trainer a chance to establish whether certain concepts were difficult to a participant, so the trainercan go back over the particular lesson/module. To ensure that all participants interact and practice new concepts, the training program will use role playing, group discussions, and group and individual presentation. Promoting interaction
ADDIE MODEL 10between participants is to offer the trainer an opportunity to observe the application of learned skills and knowledge, and at the same time use the interactions as a form of teaching aid. For instance, in a given group, the trainer may ask if individual members can note the communication styles or customer service skill of its members, and how it affects their participation in the group.
EvaluationWalmart will use Kirkpatrick’s 4 levels of Evaluation to discover how the training was perceived