Training Program For Human Resource Management Practice

Organisation

Discuss about the Training Program Human Resource Management Practice.

Training forms an essential aspect of an organization with respect to the human resource department. The given report follows a structured format whereby a brief note on the organization and the objective of the training program will be discussed followed by the brief details of the training program (Alfes et al., 2013). The resources required followed by the barriers to the implementation of the program will also be provided.

The organization BHP Billion is a company in Australia operates within the hospitality sector. The company is one of the leading companies and is famous for its excellent customer service it tends to provide to the different clients. The company achieves high number of orders and demands during the peak season. The human resource aspect of the organization needs to be given utmost importance as it helps in achieving competencies. The company looks out for training and development programs in order to increase its competencies.

The BHP Billiton deals with various clients around the globe and for this reason it is very important for its employees to ensure that they engage in a successful communication with them. In the service industry the importance of successful relationships with the different customers plays a key role and waists the firm to achieve long term success in the business domain. Hence, when the previous y ears peak performances were measured with that of the present year performance, it was observed that the company had not performed as well when compared to the previous year`s peak season, hence, for this purpose the main reason for this was analysed and it was discovered that the main reason for which the company had not been able to perform this well was because it had not been able to solve the problems of the customers as efficiently (Alfes et al., 2013). The main reason which was identified behind this was that the customers and the employees were facing linguistic barriers and for this, when a client placed a certain need in the given domain then, this lead to confusion and assistance from external help. This increased the time frame and it was concluded that the customers would not return to the firm because they were unable to put up with the slow procedures.

Hence, the need which was identified was that the employees needed to be provided with adequate training with respect to the manner in which they would not face any linguistics barriers and secondly, they would be able to solve the problems effectively without being burdened by the need to get external assistance.

The importance of the training and/or development need that was identified

The participants who would be participating in the given program are as follows:

• Customer care executives

Mr. A

Mr. X

Mr. C

• Front line Managers

Ms. D

Mr. y

Mr. O

• Sales Executives

Mr. K

Ms. U

Ms. Z

The given nine members have been identified for the training program because for the specific training needs analysed and it was concluded from the feedback forms distributed to the different customers reflected that the given employees were facing specific problems with respect to communicating with the different employees and thus, for this reason, it could be concluded that, they needed to be provide with the given training facility (Alfes et al., 2013).

The primary characteristics of the different employees who would be participating in the given program has been given as follows:

• They are all aged below 30 years of age
• They tend to deal directly with the consumers
• They have been associated with the organization for over 1 year
• They prefer visual learning
• They are actively participating in the training program in order to increase their given performance.

The different participants who would be participating in the given program would benefit in the following manner:

1. Increased skills- The given participants who would be participating in the given program would then be attaining additional skills in order to improve their performance (Njoroge & Gathungu, 2013).This would assist them in their personal career development as well.

1. Increased independence- The given program will also train the employees and teach them how to remove external help and assistance which wold in turn assist in making the service process quite shorter than what it actually is.
2. Improvement in language skills-The language skills of the employees would be improving considerably. This would then lead to larger sales and increased revenue of the organization.
3. Removal of linguistic barriers-They employees will be provided with training on the foreign languages, for which they will be made to learn certain key phrases and terms. These key terms would then assist the given set of employees by allowing them to communicate with the different customers very easily (Jehanzeb & Bashir, 2013).
4. Better service -With the help of this training program, the different customers would become efficient in providing assistance to the different customers which would then assist the firm in improving its operations and performing well in the given domain.

 

Figure 1: The program blueprint (Source: Purce, 2014).

The program planning for providing training to the different employees in order to assist them in becoming better or to assist them in ensuring that they are able to overcome all language barriers have been given as follows:

The objectives of the given program are as follows:

• To train the employees and teach them how to provide efficient services to the given set of clients
• To teach bilingual languages to the employees to help them in assistance
• To improve client satisfaction (Cox & Warner, 2013).
• To help employees in their career development

The given objectives are based on the theory that the employees who are provided efficient training tend to perform better than those set of employees who are not provided any specific training or who are often forced to work under difficult circumstances. According to Cox and Warner (2013), training brings about effective learning and relationships among the different employees. Training is therefore considered to be beneficial for the organization in the long run as well as it helps in assessing the gaps in the performance of the employees and indeed helping them to remove these gaps.

Sr. No	Activity	Motive	Resources	Time period	Person Responsible
1	Introductory	To provide a brief to the different employees regarding the contents of the training program (Grohmann & Kauffeld, 2013).	Stationery Presentation Internet Catering	1 day	Trainer Assistant manager
2	Lecture on client service	To make the employees realise the importance on healthy client relationships and fast services	Materials on topic Stationery Presentation Internet (Keep, 2014). Catering	2 days	Assistant manager
3	Information about linguistic barriers	To provide them a brief note on how to deal with different cultured people and provide brief linguistic trainings (Purce, 2014).	Materials on topic Stationery Presentation Internet Catering Video clips	2 days	Supervisor trainer
4	Role playing	To make them ready for the job.	Materials on topic Stationery Presentation Internet Catering Real time consumer information	2 days	Trainer Supervisor Manager
5	Test	The effectiveness of the training program may be test after the clients undertake a test	Stationery Papers Internet access	1 day	Trainer

The method of delivery which has been chosen for the given program is as follows:

• Lecture Method- The lecture method can be described as the proper classroom method whereby the different employees will just be receiving guidelines and lectures with specific learning outcomes from the different units that will be taught (Malaolu & Ogbuabor, 2013). This is an introductory program whereby the different employees will be briefed upon the importance of an efficient consumer service in the given industry and also highlight why the training program is being provided to them (Marler & Fisher, 2013).They will be made to understand the reason for which they have been chosen for the given program. Certain theoretical notes and other documents will also be given out to the customers.
• Discussion Method-The discussion method will be used to give the employees a chance to discuss the different problems which they have been facing with the trainers and through this they will be able to express the primary problems which they have been facing in the given domain followed by how to overcome these problems (Gray et al., 2013). The given method will be relatively used in order to understand the primary gaps which may take place in their execution or performance. The feedback which may be achieved from this may then lead to better execution in the next phase.
• On the job training-The on the job training method will be effectively used and the employees will be required to work in an environment whereby the reflection is same as the real seeing which they work in (Marchington et al., 2016). Through this they will be given the job of a role play. This roleplay will then be used to assess the shortcomings and provide a scope for their improvement.
• E-learning-The e-learning training will be effectively used to teach the employees the languages which they face problems in. The will be provided with e-learning materials and other notes so that they are able to learn and perform well in the given domain.

The trainer will be provided with the following instructions in the given domain:

• To assess the gaps which exist within the given group of employees
• To analyse their shortcomings and work on them accordingly
• To maintain the decorum and not get into any friendly kind of relationship with them
• To take regular assessments so as to track their progress
• To ensure that the training needs are being met with diligently
• To ensure that the training which is being provided, is in line with the vision of the employees
• To treat each employee with respect and courtesy

For the feedback and evaluation the given model of Kirkpatrick Four Level Training Evaluation Model shall be utilised in order to analyse the effectiveness and impact the success of training program which will be provided so that n the future this can be improved and the given organization will be able to achieve success in the given domain. The four levels which will be used are as follows:

Figure 2: The framework (Source: Jackson, Schuler & Jiang, 2014).

Participants

The reaction will be the first level which shall analyse the reaction of the different employees towards the training which is being imparted to the different employees. If the organization wants them to feel good about the given training program then, the presentation, value trainer and all must be good enough (Jackson, Schuler & Jiang, 2014). The given step is important to understand because it goes a long way in helping the given organization to understand the reaction of the employees and the manner in which it may be improved in the future (Cascio, 2018).  Questionnaires may be distributed.

This is the second level of receiving feedback which will be used for the purpose of understanding the learning aspect of the training which will be provided to the employees. Through this technique the knowledge aspect will be understood (Ford, 2014).  This can be undertaken by following the method of a simple test.

This helps to identify the behavioural aspect of the training activity. Has the employee outlook changed after receiving the training or not can be understood in this. An observation method may be useful in the given scenario.

At this level, the final results of the training is derived and can be tested by the actual performance of the organization.

The given resources would be effectively required for the training:

• Access to public transport in order to ensure that the employees who are being provided with the training program have an easy access to the location chosen which is the head office
• Stationery required like pen paper, highlighters (Hendry, 2012). 
• Air conditioning, heating and other systems
• Catering- The employees undertaking the training will be required to be provided with proper fooding and other related facilities. This includes the tea and coffee facilities.

• Data projector, flipcharts and the audio system
• Good acoustics and sound proof systems
• Good room with spacious layout and plenty of sunlight
• Email, USB, Photocopying (Pollock, Jefferson & Wick, 2015). 
• Participant breakout spaces- This means that the employees undertaking the training will have access to real air during the breaks which they undertake.
• Table/desks
• Wireless and internet access required.

PowerPoint slides on the given topics:

Effective client relationship

Overcoming language barriers

Language guidelines (Latif, Jan & Shaheen, 2013)

Importance of client satisfaction

How to ace in the work environment

Written reports on the given topics:

• Effective client relationship
• Overcoming language barriers
• Language guidelines
• Importance of client satisfaction
• How to ace in the work environment (Bratton & Gold, 2017). 
• The key phrases in different languages

Furthermore, various test materials will also be present to gain feedback and to understand how the different employees will achieve their training objective.

The location of the training will be the head office of the BHP Billiton Company. The training will be taking place for a period of seven days in their conference room. Not hiring an external venue for training will then save costs of the training program and make the organization save its costs (Kehoe & Wright, 2013).

The following staff will be provided with the responsibility of the training program:

• Assistant Manager
• Immediate Supervisor
• External Trainer

Training Budget
item	Total
Courseware development	350
Courseware purchase	500
Certification	5000
Trainer costs	1000
Hardware purchase	3000
Facility Rental	1000
Instructional materials	600
Technical Equipment	700
Consulting fees	1000
Fees of the instructor	900
Content fees	200
Travel	300
Stationery	700
Catering	1000
Total	AUD 16250

The potential barriers which could come in the way of providing training are as follows:

• Management support

Training is a time consuming and costly affair. Hence, for this reason, there may be chances that the management may not provide their full support for the execution of the training program. The management might feel that the employees may have to learn on the job itself and not in this special training session (Renwick, Redman & Maguire, 2013). For this purpose, they may be asked to engage in operations which may then not allow the employees efficient time for training (Bratton & Gold, 2017).  Hence, it can be stated that the lack of the proper training support from the management may play a key role in determining the success of the training program.

• Perception and participation;

Program Plan

Very often the perception and the willingness to participate in the training program on the side of the employees may also play a key role in determining the success of the training program. The employees in an organization are usually sceptical towards an efficient training program and it may be because of this reason that the employees may believe that the training may just act as a waste of time. Some employees also tend to react in a negative way by attending the training program but not paying attention. Hence, in this manner, the time and money invested in the training program gets wasted.

• Finance

Training is an extremely expensive affair which tends to have an impact on the costs which have been incurred on by the firm (Armstrong & Taylor, 2014).  There are various parties to be paid in the given context and hence, training costs tend to be a very large component of the costs of an organization. For this reason many companies keep forwarding the plan to conduct a training program which often has an ill impact on the quality of the service provided to the customers and ultimately brings the brand image down.

• Conflicting priorities.

Very often there are different social groups present in the given organization and the conflict of each of these groups may ultimately have an impact on the success of the training program. Having said this, it can be stated that some of the groups may be against the program and some may be in support of it. It is in this given case, that the training program comes on hold and the ill effects are borne by the organization.

Conclusion 

Therefore, from the given analysis and the training program presented, it could be stated that training and development forms an essential aspect of an organization. Without proper training, the services of the organization will not be able to improve and the company may not be successful in providing excellent services. The report analysed the various components of a training program and made a discussion upon the barriers to training. BHP Billiton needs to ensure that it attains the support of the employees along with the support of senior management in order to ensure that it is successfully able to carry out various training initiatives successfully.

References

Alfes, K., Shantz, A. D., Truss, C., & Soane, E. C. (2013). The link between perceived human resource management practices, engagement and employee behaviour: a moderated mediation model. The international journal of human resource management, 24(2), 330-351.

Method of delivery

Alfes, K., Truss, C., Soane, E. C., Rees, C., & Gatenby, M. (2013). The relationship between line manager behavior, perceived HRM practices, and individual performance: Examining the mediating role of engagement. Human resource management, 52(6), 839-859.

Armstrong, M., & Taylor, S. (2014). Armstrong’s handbook of human resource management practice. Kogan Page Publishers.

Bratton, J., & Gold, J. (2017). Human resource management: theory and practice. Palgrave.

Cascio, W. (2018). Managing human resources. McGraw-Hill Education.

Cox, A., & Warner, M. (2013). Whither ‘training and development’in Vietnam?: learning from United States and Japanese MNCs’ practice. Asia Pacific Journal of Human Resources, 51(2), 175-192.

Ford, J. K. (2014). Improving training effectiveness in work organizations. Psychology Press.

Gray, C. M., Hunt, K., Mutrie, N., Anderson, A. S., Leishman, J., Dalgarno, L., & Wyke, S. (2013). Football Fans in Training: the development and optimization of an intervention delivered through professional sports clubs to help men lose weight, become more active and adopt healthier eating habits. BMC public health, 13(1), 232.

Grohmann, A., & Kauffeld, S. (2013). Evaluating training programs: Development and correlates of the questionnaire for professional training evaluation. International Journal of Training and Development, 17(2), 135-155.

Hendry, C. (2012). Human resource management. Routledge.

Jackson, S. E., Schuler, R. S., & Jiang, K. (2014). An aspirational framework for strategic human resource management. The Academy of Management Annals, 8(1), 1-56.

Jehanzeb, K., & Bashir, N. A. (2013). Training and development program and its benefits to employee and organization: A conceptual study. European Journal of business and management, 5(2).

Keep, E. (2014). Corporate training strategies: the vital component?. New Perspectives, 109-125.

Kehoe, R. R., & Wright, P. M. (2013). The impact of high-performance human resource practices on employees’ attitudes and behaviors. Journal of management, 39(2), 366-391.

Latif, K. F., Jan, S., & Shaheen, N. (2013). Association of Training Satisfaction with Employee Development aspect of Job Satisfaction. Journal of managerial sciences, 7(1).

Malaolu, V. A., & Ogbuabor, J. E. (2013). Training and manpower development, employee productivity and organizational performance in Nigeria: An Empirical investigation. International Journal of Advances in Management and Economics, 2(5), 163-177.

Marchington, M., Wilkinson, A., Donnelly, R., & Kynighou, A. (2016). Human resource management at work. Kogan Page Publishers.

Marler, J. H., & Fisher, S. L. (2013). An evidence-based review of e-HRM and strategic human resource management. Human Resource Management Review, 23(1), 18-36.

Njoroge, C. W., & Gathungu, J. M. (2013). The effect of entrepreneurial education and training on development of small and medium size enterprises in Githunguri District-Kenya. International Journal of Education and research, 1(8), 1-22.

Pollock, R. V., Jefferson, A., & Wick, C. W. (2015). The six disciplines of breakthrough learning: How to turn training and development into business results. John Wiley & Sons.

Purce, J. (2014). The impact of corporate strategy on human resource management. New Perspectives on Human Resource Management (Routledge Revivals), 67.

Renwick, D. W., Redman, T., & Maguire, S. (2013). Green human resource management: A review and research agenda. International Journal of Management Reviews, 15(1), 1-14.