Systematic Procedure For Transferring

Published Date: 02 Nov 2017

Ques. Suppose you are designing a training programme for newly hired first line sales managers. Result from the need assessment indicates that they will need training on (i) company policies (ii) handling customer complaints and (iii) motivating sales personnel. What learning principles will you build into the programme? What training method would you choose? Explain your choices. Which training techniques do you recommend for each of the following occupations? Why?

A clerk in an office

A welder

An assembly-line worker

An inexperienced supervisor

Ans. Training means a systematic procedure for transferring technical knowhow to the employees so as to increase their knowledge and skills for doing particular jobs. Training is the act of increasing the knowledge and skills of an employee for doing a particular job. It involves the development of skills that are usually necessary to perform a specific job. Its purpose is to achieve a change in the behavior of those trained and to enable them to do their jobs better. Training makes newly appointed workers fully productive in the minimum of time. Training is equally necessary for the old employees whenever new machines and equipment are introduced or there is a change in the techniques of doing the things. In fact, training is a continous process. It does not stop anywhere. The managers are continuously engaged in training their subordinates. They should ensure that any training programme should attempt to bring about positive changes in the-

Knowledge

Skills

Attitude of the workers

Therefore, the purpose of training is to bridge the gap between job requirements and present competence of an employee.

Designing a training programme

In order to achieve the training objectives, an appropriate training policy is necessary. Training policy represents the commitment of top management to employee training. It consists of rules and procedures concerning training. A training policy is required-

To indicate the company’s intention to develop its employees.

To guide the design and implementation of training programmes.

To identify the critical areas where training is to be given on a priority basis.

To provide appropriate opportunities to employees for their own betterment.

A sound training policy clearly defines the policy issues-

The results expected to be achieved through training.

The responsibility for the training function.

The priorities for training.

The type of training required.

The time and place of training.

The payments to be made to employees during the training period.

The outside agencies to be associated with the training.

Relationship of training to the company’s labor policy.

Once training objectives and policy are decided, an appropriate training programme can be designed and conducted. Decisions on the following items are required for this purpose.

Responsibility for Training- Training is quite a strenuous task which cannot be undertaken by one single department. The responsibility for training has to be shared among-

The top management, who should frame and authorize the basic training policy, review and approve the training plans and programmes, and approve training budgets.

The human resource department which should plan, establishes and evaluates instructional programmes.

The line supervisor who should implement and apply the various developmental plans.

The employees who should provide feedback, revision and suggestions for improvements in the programme.

To be effective, a training programme should be properly organized. But good organization alone is not adequate, proper planning and training is equally important.

Selecting and Motivating the Target Group- It is necessary to decide who is to be trained- new or old employees; unskilled or semi-skilled workers, supervisors or executives. The type and methods to be used will depend upon the type of persons to be trained. It is also necessary to create a desire for learning. The employees will be interested in training if they believe that it will benefit them personally. Trainees will change their behavior if they become aware of better ways of performing and gain experience in the new pattern of behavior so that it becomes their normal manner of operation. A climate conducive to learning can also be created through physical and psychological environment. Physically an appropriate location, adequate space, proper lighting and ventilation, adequate furniture, and audio-visual aids are necessary. Psychological environment consists of involvement and participation, freedom of social interaction, opens communication, friendly and helpful trainers, provision for measuring learner's progress. etc.

Preparing the Trainers- The success of a training programme depends to a great extent upon the instructors or the resource persons. The trainer must know both the job to be taught and how to teach it. He should have an aptitude for teaching and should employ the right training techniques.

Developing Training Package- This step involves deciding the content of training, designing support material for training and choosing the appropriate training methods. Training courses may involve specific instructions in the procedures of doing a job. A training course may cover time periods ranging from one week to a few months. In addition to deciding the contents, methods and time required, it is advisable to work out budget for alternative training packages to facilitate choice. Such a training package should also contain a detailed syllabus with proper sequencing of contents, and an appropriate mix of training methods. Support material for training may include study notes, case studies, pamphlets, charts, brochures, manuals, movie slides, etc.

Presentation- This is the action phase of training. Here the trainer tells, demonstrates and illustrates in order to put over the new knowledge and operations. However, before it, the learner should be put at ease. It is necessary to explain why he is being taught to develop his interest in training. The learner should be told of the sequence of the entire job, the need for each step in the job, the relationship of the job to the total work flow, etc. Instructions should be clear and complete. Key points should be stressed upon and one point should be explained at a time. Audio-visual aids should be used to demonstrate and illustrate and the trainee should be asked to repeat the operations. He should also be encouraged to ask questions in order to ensure that he really knows and understands the job.

Performance Tryout- The trainee is asked to do the job several times slowly. His mistakes are corrected and, if necessary, the complicated steps are explained again. As soon as the trainee demonstrates that he can do the job slightly, he is put on his own and training is over.

Follow-up- In this step, the effectiveness of the training programme is assessed. The feedback generated through follow-up will help to reveal weaknesses or errors if any. Necessary corrective action can be taken. Necessary instructions may be repeated, until the trainee learns whatever has been taught to him. Follow-up action reinforces the learning process. It also helps in designing future training programmes.

In order to familiarize the newly hired first line sales managers with the company’s policies and procedures, classroom sessions can be provided in which the policies and procedures can be explained to them along with the question and answer session. Then booklets on policies/ procedures can be handover to them. Incorporating product training in the training program would help the sales personnel to meet the customers’ need and reach their full potential.

Principles of Training

The following guidelines can help to make training more effective-

Clear Objectives- The objectives and scope of a training programme should be clearly defined. A comparison of operational requirements and existing human resource skills will help to determine the specific training needs of employees. Operational requirements depend on the performance needed to achieve organizational objectives. A well defined set of performance standards should be created.

Training Policy- A clearly defined training policy serves as the guide for designing and implementing training programmes. Such a policy should specify who is responsible for training, what is to be spent in training etc.

Motivation- Employees tend to be most responsive to training programmes when they feel the need to learn. Therefore, training must be related to the needs and problems of the trainees as well as to their abilities and aptitudes. Information provided in the training material should be meaningful. It should be presented in a sequential manner from the simple to the more complex. Audio-visual aids should be used to avoid boredome and fatigue of the lecture method.

Reinforcement- According to B.E Skinner's Behavior Modification Model, when a behavior is repeatedly rewarded, it becomes a permanent part of one's personality. Learning is more effective when there is reinforcement in the form of rewards and punishments. Rewards or positive reinforcements are more effective in changing behavior than punishments or negative reinforcements. Pay raise, promotions and praise should therefore, be used to reward trainees who learn and apply the knowledge and skills. Rewards should quickly follow the desired behavior and performance. Trainees should be encouraged to participate, discuss and discover the desirable patterns of behavior.

Organized Material- Training material should be properly organized. A complete outline of the whole course should be distributed in advance so that the trainees can prepare themselves before coming to the class. Training material should be prepared by the training section in consultation with line supervisors.

Learning Periods- Learning takes time and teaching in segments is better than in one go. Several short sessions spread over a long period, enable the trainee to learn, reinforce and review.

Preparing the Instructor- The instructor or trainer is the key figure in a training programme. The trainer should not only be a good teacher but must know the subject and the job also. Good trainers should be developed both from inside and outside the organization.

Feedback- Trainees should be provided information on how much they have learnt and how well they are doing. Every trainee should know what aspect of his behavior/performance is not up, to par and what he can do to improve it. The feedback should be positive, fast and frequent. Self-graded tests and programmed learning can be used to provide feedback.

Practice- Practice makes a man perfect. Skills that are practiced often are better learned and less easily forgotten. Therefore, trainees should be allowed continuous practice. Tell and demonstrate knowledge and skills and then let the trainee try it himself.

Appropriate Techniques- The methods and processes of training should be related directly to the needs and objectives of the organization. It should be conducted as far as possible in the actual job environment so as to be meaningful. To be effective, training should be based on the tested principles of learning.

Methods of training

The various methods used for training employees may be classified into two broad categories as follows-

On-the-Job Training- Various on-the-job training methods are given below-

Coaching or Mentoring- In this method, the supervisor instructs and guides the trainee. The new employee learns the ins and outs of the job under the guidance of his supervisor. This method improves relationship between the worker and his supervisor. But the method can be effective only when the supervisor is competent and takes interest in training.

Understudy- Under this method, the trainee is imparted training by a senior and experienced employee. The trainee is designated as the successor to the trainer and learns by observation and imitation. The purpose to prepare the trainee to fill the vacancy arising from the retirement or promotion of the trainer.

Assistant to- In this method the trainee is placed as an assistant to a senior executive of the firm. Initially, the senior executive entrusts him with the routine work and guides him to perform the job. Later on more important and responsible assignments are given to the trainee. Ultimately, the trainee becomes competent to perform the job of the senior executive.

Job rotation- In this method the trainee is periodically rotated from job to job. The purpose to broaden his outlook and give a general background of different jobs. The trainee learns a variety of tasks and develops a better view of the organization. But it may cause disruption in work routine. Few persons have the capacity to move from one job to another. Therefore, the persons to be trained d the jobs to which they are to be rotated should be selected carefully.

Off-the-Job Training- When employees are trained outside the job, it is called off-the-job training. Various off-the-job training methods are given below-

Internship training- This is a joint programme of training in which business houses collaborate with technical institutions. Internship training involves a balance between theory and practice. The trainees are given theoretical instructions in technical institutions. After completing theoretical learning, they receive practical training in factories and offices. This method is used in medical, accountancy and legal professions. It is very useful for Technical arid professional Jobs which require advanced theoretical knowledge and practical experience on the job. But it is very time-consuming.

Vestibule Training- It is the most common off-the-job training method. Vestibule means a room between the outer door and the, interior of a building. Workers are trained in a classroom or hall within the plant. A large number of workers are trained under the guidance of expert trainers. Special instructors teach the theoretical and practical aspects of the job. Same machines and equipments are used in the vestibule which is employed at the work place. Vestibule method permits greater emphasis on teaching the best method of work. Trainees get accustomed to the work routine and can overcome initial nervousness before working on the actual job. Training does not hamper actual work of production and trainees can better concentrate on learning. But vestibule training is very expensive. The main advantage of vestibule training is that the trainee can concentrate on learning without disturbance of the workplace noise. Secondly, the interest and motivation of the trainee are high as the real job conditions are duplicated. Thirdly, this method is essential in cases where on the job training might result in a serious injury, a costly event, or the destruction of valuable equipment and material e.g., aeronautical industry. Fourthly, correct method can be taught effectively by the trained instructor who knows how to teach. Fifthly, it permits the trainee to practice without the fear of being observed and disturbed by the superior/co-worker. Lastly, it is a very efficient method of training a large number of employees of the same kind of work at the same time. This method is also useful when it is not advisable to put the burden of training on supervisors and when a special coaching is needed. It is often used to train clerks, bank tellers, inspectors, inactive operators, testers, typists, etc. Vestibule training is the most expensive method because of additional investment in classroom, equipment and expert trainers. Secondly, the training situation is somewhat artificial and the trainee does not get a feel of the real job. Thirdly, separation of training from the supervisory responsibilities may lead to problems in the organization.

Apprenticeship Training- This method is used in technical trades and crafts in which a long period (ranging from two to seven years) is required to become proficient. The worker is attached to an experienced or, senior employee. He learns while observing and assisting his senior. The purpose of apprenticeship training is to prepare employees for skilled occupations like plumbing electrician, carpentry, etc. It combines classroom and on-the-job training. The trainee learns the intricacies of the job under the direct supervision of his master. During the period of apprenticeship, a stipend may be paid to the trainees. In India, apprenticeship training is regulated under the Apprenticeship Act, 1961. First, main advantage of apprenticeship method is that it combines theory and practice. Secondly, the trainees acquire skills which are valuable in the job market. Thirdly, apprenticeship programmes provide skilled workforce to industry. Apprenticeship training is time-consuming and expensive. Many persons leave the training programme, midway as the training period ranges from one, year to five years. Apprenticeship training is the oldest method of training. It is particularly suitable for learning crafts and technical trades wherever job proficiency is the result of a relatively long training period. Draughtsman, machinist, printer, tool maker, pattern designer, mechanic, carpenter, weaver, fitter, jeweler, engraver, electrician, etc are examples of such areas.

Classroom Training- Under this method, training is provided in company classrooms or in educational institutions Lectures, case studies, group discussions, and audio-visual aids are used to explain knowledge and skills to the trainees. Classroom training is suitable for teaching concepts and problem solving skills. It is also useful for orientations and safety training programmes. Some companies maintain their own training institutes or schools. Special training courses are designed, e.g., management course for foremen, computer course for typists, etc. Courses in retraining and upgrading may also be conducted. Small firms depend on outside schools and courses.

The first key to making training effective is to use a variety of techniques/methods to introduce the learners to the material and to apply their new found knowledge so that it sticks with them. The objective of training is not to teach product knowledge but how to use product knowledge to sell. People are more engaged when training is fun and interactive. Humans are social beings so the social aspect should be included in the class room. Making the training program fun and interactive will not just provide a more enjoyable experience for the participants, but will lead to greater learning. Learning is achieved best by being active. Employees learn by processing information, linking it to previously held knowledge and by applying the new knowledge. So designing the training to include fun activities and social interaction will lead to a more successful and educational program. Therefore, keeping all these factors in mind it is necessary to develop a training process that addresses each of the learning styles and helps to ensure that the training reaches all of the individuals. Proper training can prepare newly hired first line sales managers to meet with customer expectations. Content of the training programme should include company knowledge, product knowledge, customer knowledge, competitor knowledge, selling skills, sales techniques, etc.

Sales manager should know each salesperson and understand his/her specific needs. For designing or selecting a mix of motivational tools, a compromise between differing needs of customers, salespeople, and the company management becomes necessary. Motivational tools are divided into financial and non-financial motivational tools. Financial compensation is the most widely used tool of motivation as salespeople give highest value to it. Promotion, sense of accomplishment, personal growth opportunities, recognition, job security, commission/incentive bonus, fringe benefits are non-financial motivators.

The functions of the sales manager are as follows:-

1) Planning- Building a profitable customer oriented team.

2) Staffing- Hiring the right people to sell and lead.

3) Training- Educating sales personnel according to company objectives.

4) Leading- Guiding average people to perform at above average levels.

5) Controlling- Evaluating the past to guide the future.

The outcome of these several functions would be the attainment of objectives such as:-

1) Achieving defined goals

2) Product sales and profits

3) Better Customer satisfaction levels

4) Efficiency and

5) Effectiveness

So in order to attain these objectives, sales managers should be trained properly using the mix of training methods.

Training techniques for the following occupations

A clerk in an office

Vestibule training is technique recommended for the training of clerk in an office. It is an off-the-job method of training in which employees learn their jobs on the equipment they will be using, but the training is conducted away from the actual work floor. In this, actual work environment is created in a classroom and employees use the same materials, files and equipments.

A welder

An assembly-line worker

Apprenticeship training is recommended for the training of a welder and an assembly-line worker. It is an on-the-job training method in which workers seeking to enter skill traits are required to undergo apprenticeship training for a prescribed time period. Apprenticeship training puts the apprentices under the guidance of a master worker or an experienced guide or trainer. Like in case of an assembly line worker, experienced workers train learner assembly line workers on the job as each facet of the assembly process requires specialized training. During the apprenticeship training period, the trainee is paid less than a fully qualified worker.

An inexperienced supervisor