Strategic Human Resource Management Assignment 4: HR Training Class

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Assignment 4: HR Training Class 1
Assignment 4: HR Training Class
DJhonna M. Jones
Dr. G. Stan Reeley, Jr., Ph.D.
Strategic Human Resource Management
03 December 2014
TurnItIn: 17%
In your paper, you discuss the design and implementation of a customer service training program
within a company. How does a training needs assessment contribute to the success of this
program? Additionally, explain why a combination of classroom-based role play and seminar
training was selected as the method for delivering the training. How would you motivate
employees to attend and engage in the training, and how could you assess the effectiveness of the
program post-training?
Word count requirement: 600-700 words.
4o mini

HR Training Class 2
Abstract:
The purpose of this paper is to make an understanding of a Human Resources training class,
using a mock customer service training class for new employees as an example. There will be a
short justification for the necessity of a post training assessment that stresses five ways the
assessment would expose any training defects. An outline of a customer service training
implementation plan and determination of training method will be made. The paper will then
show why the choice in training method was made. While showing methods of training the
paper will explore methods of motivating employees to be interested in attending the training
class. Last, the paper will develop a survey aimed at collecting feedback from the employees
who would attend the mock training.
HR Training Class
The Human Resources Training Class is used to train employees in a number of work /
life related aspects of the business world. The HR community has discovered that one of the
many ways to ensure a productive workforce is to provide them with the tools to achieve the
firm’s goals. To this end, many human resources have incorporated different courses or training
classes to assist the employee in their development within the work environment. Using a mock
customer service need as a basis, this paper will explore how to develop a training class to fulfill
a need for training in the HR environment by utilizing the training class method.
Justify the use of a needs assessment for proposed employee customer service training
There are a number of reasons to conduct a training needs assessment. The needs
assessment can be considered a financial tool to determine if it is financially feasible or a wise
investment to conduct a particular training for employees. The needs assessment determines

HR Training Class 3
what training is relevant to the employee's positions. The needs assessment also determines how
that particular training will be involved in the improvement of the personnel's performance. This
in turn can assist them in linking to the company’s goals and bottom line determination (Swist,
2001).
Primary use of the needs assessment is to pin point any problem areas within the
organization (Brown, 2010). It identifies for management and HR what problems need
addressing, their severity and the appropriate training, if it is a viable answer, to use to alleviate
those issues. The training assessment is also useful in the prevention of unnecessary training or
programs that may be proposed by management unaware of what the company needs without the
needs assessments assistance. The needs assessment allows HR to identify the specific issue
that may be causing a perceived need and pinpoint its specific solution rather than using a broad
approach (Brown, 2010).
The needs assessment is a tool used by HR to prevent unnecessary expenditures on
training that may not be the necessary answer to problems that are identified by the needs
assessment. A needs assessment can give management statistics and data on exactly what in
their organization is not working, what is working, and what can be improved upon for
continuous use. Moving forward in a training class without first identifying the needs through a
needs assessment can lead to unnecessary expenditure on training that does not help or solve the
identified problem the training was meant to solve (Brown, 2010).
Customer Service Training Implementation Plan and Method of Training Determination
1 Introduction:

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