Background of Fabrics, Inc.
The Fabrics Inc. Is a small company. It started out with forty employees and within four years they now have two hundred employees. They are really beginning to expand and expand fast. With that said there was lot of growth within the company, so the original employees were able to quickly advance positions.
Needs Analysis
The owner of the company has called in a consultant to help him with his fast pace growing company. The owner states that he cannot keep good employees, and the employees want more money, and he needs better-trained managers. The managers are not good with the customers nor the employees. The managers all worked their way up the ladder but did not receive the proper training.
The manager does …show more content…
The KSA’s that they need help in are effective listening, communication, conflict resolution, positive feedback, employee performance and the employee motivation. The learning objectives that the employees will be able to learn four types of listening actives. The employees will be able to act out angry customers, and use one of the four listening techniques and explain why they used it. The employees will also learn the steps of conflict resolution model. The four steps are use active listening, respect, assertiveness, and to give information. While the employee is learning conflict resolution, they will be able to act out an angry customer, by listening to them and using the steps in the conflict resolution model, and will explain what steps they used and why. All these training techniques will be evaluated and the employee should receive one-hundred percent. The employee will also take an assessment that has fifteen questions on how to reactions on it. After three months the customer’s complaints should drop seventy- five percent.
If training at the micro level using the Gagne-Briggs theory, the trainer will use a video that had arguments in it and ask the questions that the employees must answer. This will help with conflict resolution and also active listening. When it comes to behavioral, the employee will role play an angry customer, and will give feedback on whether the conflict resolution model worked. This will be scored and put on the behavioral part of the
The Fabrics Inc. Is a small company. It started out with forty employees and within four years they now have two hundred employees. They are really beginning to expand and expand fast. With that said there was lot of growth within the company, so the original employees were able to quickly advance positions.
Needs Analysis
The owner of the company has called in a consultant to help him with his fast pace growing company. The owner states that he cannot keep good employees, and the employees want more money, and he needs better-trained managers. The managers are not good with the customers nor the employees. The managers all worked their way up the ladder but did not receive the proper training.
The manager does …show more content…
The KSA’s that they need help in are effective listening, communication, conflict resolution, positive feedback, employee performance and the employee motivation. The learning objectives that the employees will be able to learn four types of listening actives. The employees will be able to act out angry customers, and use one of the four listening techniques and explain why they used it. The employees will also learn the steps of conflict resolution model. The four steps are use active listening, respect, assertiveness, and to give information. While the employee is learning conflict resolution, they will be able to act out an angry customer, by listening to them and using the steps in the conflict resolution model, and will explain what steps they used and why. All these training techniques will be evaluated and the employee should receive one-hundred percent. The employee will also take an assessment that has fifteen questions on how to reactions on it. After three months the customer’s complaints should drop seventy- five percent.
If training at the micro level using the Gagne-Briggs theory, the trainer will use a video that had arguments in it and ask the questions that the employees must answer. This will help with conflict resolution and also active listening. When it comes to behavioral, the employee will role play an angry customer, and will give feedback on whether the conflict resolution model worked. This will be scored and put on the behavioral part of the