Interviews with managers interviews with line

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Effective Management
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Chapter 9 / Exercise Step 3
Effective Management
Williams
Expert Verified
Interviews with managersInterviews with line managers yielded the following general observations:Employees displayed initial enthusiasm after the trainingEmployees are generally unable to transfer learning to actual interaction with customers, for example:sales staff do not mention sustainability as important differentiator for Australian Hardwaresales staff do not follow sales model and forget to ask customers about their specific needs and possible future needs.Appendix 2 – Training strategy and scheduleTraining objectivesTraining all employees in new sales model/ sustainable practicesAssessment of trainees completing the trainingManager observation of trainees’ skills on-the-jobCustomer awareness of sustainability practices/ satisfactionDevelop and manage performance-management processes - BSBHRM512Innovation and Business Industry Skills Council Ltd, 1stEdition Version 1, 2015Page 22of 34
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Chapter 9 / Exercise Step 3
Effective Management
Williams
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ActionsTimeframeActivity: (training/assessment, coaching or other support, monitoring)Teaching or assessment strategy or approach to achieve training objectivesResources: Trainer (number 1–30)Managers6 monthsTraining all employees in new sales model/ sustainable practicesTraining sessions with the whole team, divided in 2 days with a 3rdday for the assessment, instead of one to one session2 trainers per session, divided in 15 teams6 monthsAssessment of trainees completing the trainingAssessments undertaken not only with written, but also verbal and simulated scenarios with costumers, so trainees are capableof applying into real life2 trainers per session, divided in 15 teams2 monthsManager observation of trainees’ skills on-the-job (use of the new sales model; knowledge of sustainability practices)After the training, a manager will supervise each store to evaluate if the trainees are capable of using the new sales model and are knowledgeable of the sustainability practices. 1 Manager per evaluation2 monthsCustomer awareness of sustainability practices/ satisfactionA survey will be undertaken after the training process in loco with costumers, in loco, to a assess if the training was successful1 researcher per storeAppendix 3 – Service agreement1. Service AgreementService Agreement dated: 3 January 2014BetweenTrain Your Way UpService Agreement Sponsor – Director of studies for Train Your Way Up, Jan PowersAndDevelop and manage performance-management processes - BSBHRM512Innovation and Business Industry Skills Council Ltd, 1stEdition Version 1, 2015Page 23of 34
Australian Hardware Human ResourcesService Agreement Sponsor – Susan Black, Human Resources General Manager2. Scope of servicesSales training to up skill sales staff in the new sales model: 1.Greet the customer.2.Proactively ask questions to identify the customer’s needs.3.Present possible solutions and discuss sustainable or environmentally friendly options where relevant.

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