Customer services
GROUP TRAINING PROJECT:
The purpose of this group training project is to develop, from start to finish, a group training program. Students will be divided into groups/teams. Each group will select a topic they would like to train on. The training program to be prepared should be original. It can be on a subject that you are presently involved with or one that you feel needs to be taught to specific persons. Do not taken an existing training program and just make minor modifications.
It is important to remember that you should utilize the stages required for development of training programs discussed in our text/weekly modules for the project.
The components should include:
*Title Page and Table of Contents
*General Introduction (to include why you chose the topic)
*company Background/Introduction
*Needs Analysis (How did you come to the realization that this topic needed to be addressed?)
*Training Goals and Specific Instructional Objectives
*Location, Attendees, Time needed (Who’s your training population? Include a short profile.)
*Methods and Media to be used in the presentation (Why did you choose these?)
*Training Evaluation Methods (How will you evaluate your training? Include an evaluation reaction questionnaire)
*Sample Lesson Plan (The sample lesson plan for your GTP should be at least for (1) day; there should be PowerPoint to go with it.) Everything else in the GTP requirements should be in Word. Your total program should be at least two to four days of training.
*Summary – The Summary should include what you learned while doing this project and what was most difficult about the project.
*Appendices if applicable
**Project Guidelines:
The program is to be prepared in typed/processed form and double spaced. I would recommend separate headings for each component. Graphics/charts are to be included. The approximate length will be 12 – 15 pages, excluding title page and table of contents. Be sure and give credit to your sources. Any established referencing system can be used, but you need to make very clear where ideas, concepts and principles come from. Spelling, punctuation, and style will be evaluated as well as content. I would recommend using Microsoft PowerPoint for your final presentation. Just a reminder, the group training project counts for 25% of your grade.
The final report and discussion is due Week 14.
Additional Guidelines:
PHASE 1: Analyze USE CHAPTER 3 of YOUR TEXTBOOKS AS REFRENCE
- Determine your needs for a training through conducting a Needs Analysis
- Organization Analysis
- Person Analysis
- Task Analysis
- After determining your needs for the training, you start conducting occupation/job analysis to decide on the needed KSAs that the trainees should acquire. That is, you need to interview experts in this field to identify the required KSA and competencies for their occupation/job. You also need to explore published research (secondary resources) that addresses and assesses the competencies/standard needed for the targeted occupation/job.
So, Needs Analysis comes first, followed by job analysis. The outcomes of your needs analysis determines / sets the parameters of job analysis.
- Published research and standards of the targeted job performance in addition to consultation of experts of the targeted job will determine the parameters of the tasks analysis.
- Standard task analysis determines the KSA, the industry / academic standards required to develop the required teaching-learning materials for the targeted trainees.
PHASE 2: Design USE CHAPTERS 4 and 5 of YOUR TEXTBOOKS AS REFRENCE
- Decide on the paradigm / approach / model / theory you will adopt or adapt in designing your training program that addresses certain needs. Your chosen model will determine the goals / objectives of your training program.(ADDIE)
- Second, based on the chosen teaching-learning model, decide on the learning objectives of each task, the expected learning outcomes of each objective, and how you will measure the performance of the targeted trainees while conducting the targeted task.
- The learning outcomes should be measurable and observable. To do this, use rubrics for the assessment of all assigned tasks, quizzes and tests. Your assessment should be summative and formative oriented.
- Also required is to assess your trainees’ entry level. To this end, design a pre-test to measure the entry existing KSAs of the trainees.
- Based on the results of the pre-diagnosing assessment, develop the training objectives for each required task.
PHASE 3: Develop USE CHAPTER 5 of YOUR TEXTBOOKS AS REFRENCE
- Decide and justify delivery method
- Based on the chosen learning-teaching theory and the targeted objectives, develop the instructional materials, handouts, videos, etc. that allow students to acquire the required KSAs and accomplish the targeted measurable and observable learning outcomes.
- Your choice of the instructional-learning materials should be competency, evidence, and performance-based which allow trainees to demonstrate the acquisition of the required KSAs. i.e., develop a competency-profile that reflects the required targeted KSAs.
- Based on the targeted profile, develop instructional modules and a curriculum guide that includes step by step manual of all the lessons and supporting multimedia materials that will be used.
PHASE 4: Implementation USE CHAPTER 4 & 5 of YOUR TEXTBOOKS AS REFRENCE
- Prepare the training site
- Conduct the training program according to your developed structured hourly plan.
- Conduct a formative and summative assessment.
- Document learners’ performance for further evaluation.
PHASE 5: Program Evaluation USE CHAPTER 6 of YOUR TEXTBOOKS AS REFRENCE
- Collect, analyze, interpret and evaluate the data that relates to:
- reaction
- cognitive
- transfer of training
- results
- describe and justify your evaluation design
- Consider internal and external validity threats
- Based on your evaluation, generate recommendations for future improvement
- Highlight the ROI of the program
- Consider how it would be better if you have a chance to do it again.
