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Chapter 9: Skills & Technical Training

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Kyla Rose

on 24 October 2013

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Transcript of Chapter 9: Skills & Technical Training

Group Questions
Result of Skills Gap
Types of Training
Training Definitions
Chapter 9: Skills & Technical Training
By the end of class students will be able to:
Identify basic workplace competencies with no errors
Explain one major need for remedial basic skills training programs with no errors
Define the term skills gap with no errors
Design a training program, with your assigned groups
Select a typical interpersonal skills training program, using the HRD textbook
What is causing the skills gap?
1. The skill level achieved by many high school and college graduates

2. The growing number of racial minorities and non-English-speaking immigrants in the labor market

3. The increased sophistication of jobs due to increased reliance on information technology
Group Question
As a member of the human resource development team in your company, How would you address a skills gap problem amongst new employees in your organization?
Basic Skills/Literacy Programs
1. Prose literacy- skills and strategies needed to understand and use information from texts that are frequently found in the home and the community

2. Document literacy- skills and strategies required to locate and use information contained in non textual materials that include tables, graphs, charts, indexes, forms, and schedules

3. Quantitative Literacy- knowledge and skills needed to apply the arithmetical operations of addition, subtraction, multiplication, and division in combination with printed materials, as in balancing a checkbook or completing an order form

Class Outline
Ice Breaker
Module 1: Basic Workplace Competencies & Basic Skills/Literacy Programs
Module 2: Technical Training
Module 3: Interpersonal Skills Training
Final Class Activity
Post Test
Skills and technical training programs can be categorized into three groups:
Basic Skills/literacy education
Technical Training
Interpersonal Training
Basic Workplace Competencies
- The difference between the skill requirements of available jobs and the skills possessed by job applicants
Basic Communication Skills
Applies Mathematical Operations, Concepts, and Reasoning
Problem Solving & Decision Making
Observes Critically
Uses Technology
Locates and Uses Resources
Interpersonal relationship skills
Able to work in a group/teams
Skills Gap
Employers are having to give remedial training to employees before they are job ready.
Basic Skills/Literacy Education
Technical Training
Interpersonal Skills Training
Basic Skills/Literacy
Focuses on upgrading the reading, writing, and computational skills needed to function in most any job.
Technical Training
Involves the process of upgrading a wide range of technical skills needed by particular individuals in an organization.
ex. Computer skills
Interpersonal Skills Training
Focuses on an individual's relationships with others, including interpersonal topics like communication and teamwork.
*Employers should operationally define each basic skill before creating a program to address basic skill deficiencies.
Designing an In-House Basic Skills/Literacy Program
2 Common Characteristics that Basic Skills Programs should possess
1) An aptitude test addressing the current ability level of each trainee

2) Small Group and one-on-one instruction
Group Activity- Test Your Skills
Each Group will be given a Basic Skills Aptitude Test to complete. The first team complete with the most correct answers Receives 10 points.
2nd place- 8 points
3rd place- 5 points
4th place- 3 points
5th place- 1 point

- Computer Training
- Technical Skills/Knowledge
- Safety Training
- Quality Training
Technical Training
Interpersonal Skills Training
Introductory programs - introduce trainees to computer hardware and software
Computer Training Programs
Technical Skills/ Knowledge Training
- Needed when organizations introduce new technology

- Different levels of technical skills/knowledge training
* Lowest level- the goal is to prepare entry-level employees to perform basic functional responsibilities

- Similar to basic skills programs and combine classroom instruction with on-the-job training (OJT)

Issues involved in computer skills training:
Computer Self-efficacy
Cognitive Playfulness
Training Format
Types of Training
Quality Training
W. Edward Deming's Fourteen Principles
Total Quality Management (TQM)
a set of principles and practices aimed at continually improving organizational effectiveness and efficiency
The ability to work effectively with others in a team
The collection, analysis, and evaluation of quantitative data in decision making
Two fundamental Skills
- The degree to which products achieve or exceed production standards
- Indicators: number of defects, recalls, scrap

Product Quality
Service Quality
- How well the organization responds to the customers’ needs after the product or service is delivered

- Viewed as attitude based on the customer’s perceptions of performance

- Measured by noting service response time, service backlog, customer satisfaction ratings

- Extent to which the organization has met or surpassed overall customer expectations

- Measured by customer surveys and tracking customer complaints
Customer Quality
Why is there an increased need for Interpersonal Skills Training?
Many organizations are becoming more multicultural

Customer Relations
Soft Skills
Types of Training
Sales Training
Consulting approaches that build trust, solve customers’ problems, provide product and service options, and admit limitations are sells techniques that are becoming more popular
Customer Service Training
Important to achieving success, and people skills form the foundation for good customer service

Customer Service
Builds customer loyalty and improve long-term customer relations
Teamwork Training
Team is a group of individuals who see themselves and who are seen by others as a social entity, who are embedded in one or more larger social systems
• Increased sales productivity
• Lower turnover
• Enhanced communication within and between all organizational levels
• Better morale
• Increased self-management of sales teams
• Better customer relations
Sales Objectives
Used to build and sharpen employee customer service skills
Service managers need training in how to coach employees and enforce new customer service standards

Four Key Elements of Customer Service Training
Team related skills:
Tasks Skills
Process Skills
Skills necessary for accomplishing the work assigned to the group
Task Skills
Process Skills
Primarily have to do with working together as a team and maintaining the relationships that are essential for teamwork
Each Group will get a Scenario.
You are a training consultant group. Your group must:
Choose a Type of Training to address the problem
Construct 2 objectives for that training
Briefly Describe the training session.

Class Activity
Group Question
How might a literacy problem affect an organization's attempt to introduce new technology (i.e. a computer-aided manufacturing system)?

(3 points for response)
Skills and technical training programs are designed to ensure employees have the competencies to effectively perform their jobs.
Group Question
As a training department, What are the three learning issues you should consider when providing computer training?

(2 points for response)
Group Activity
Knowing that, the first step towards having an effective safety program is determining the training objectives.
As a group, create three specific training objectives for your assigned safety training topic
#1 Ladder Safety #4 Slips, Trips, and Falls
#2 Fire Safety #5 Internet Safety
#3 Lifting Techniques
ex. Remedial/Basic Education Training
ex. Team Building Training
Safety Programs
- 1970 Occupational Safety and Health Act (OSHA)
Establishing Safety Standards
Conducting Safety Inspections
Grant Safety Variances for Organizations that are unable to comply with standards
Cite organizations where standards are being violated

- Safety Training that uses Modeling, Practice, and Discussion is more effective than computer based instruction

- The effectiveness of safety training can be assessed by determining whether the safety standards and behaviors are being practiced*
Introduce customer service training organization-wide
Need for skilled an technical workers remains high
Level of illiteracy within the workforce has created a demand for basic skills programs.
Content of these programs focus on improving basic competencies, (Reading, writing, and computational skills)
Basic Skills and Literacy Programs
Technical Training Programs
Interpersonal Training Programs
Safety Programs
Training Type: Interpersonal Skills- Sales Training for new employees

New employees will be able to recognize 2 main selling techniques by the end of the session.
New Employees will be able to demonstrate 1 selling technique by the end of their first shift.

Description of training:
This training will be mostly interactive. We will have the facilitator explain two different types of selling techniques, through a PowerPoint presentation. After we go over the training techniques, we will then have the employees practicing these skills the remainder of the session.
Provide incentives for supporting and sustaining the new customer service philosophy, including (but not limited to) recognition systems, compensation, and upgrading.
Front line employees need to be trained in customer relations skills, including interpersonal skills and operational practices
Applicant Tracking - covers specific software applications available within an organization
A movement by organizations toward team-based approaches to accomplishing work
High school and college graduates often lack the communication skills that organizations require
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