Imagine you are the HR Manager for a retail chain with a training programme for new graduate entrants. It is anticipated that these graduates will be store managers at the end of their 2 year training programme. You have been asked to plan and design a one week induction programme for the graduates. What would you include? Where should the training take place? How will you evaluate its effectiveness?
Mullin (2008) stated that the meaning of training is to improve knowledge and skills and to change attitudes of staff.
First day
The first stage of training programme is induction. Where all the new graduates shown their posts, where things are placed, what procedures need to be followed due emergency events, for example, bomb scare, fire drill and theft procedures.
This type of training should be held at the shop floor because graduates can visualise where to go and where things are. Also graduates can be introduced to their new colleagues.
According to Meighan, (2000), that induction training is one of the most important training programmes because this would help the new graduates to feel like a part of a family.
At the end of the day there will be a short pop quiz this can indicates how much they have taken in, for example, how many fire exits there are, what procedure needed to be follow during an emergency evacuation.
Second day
According to Hughes and Ferrett (2009) equipment training is one of the major elements of a training programme especially for new staff. The training will include tills training because in each different retail store their till is different. During their employment with John Lewis, each member of staff has to go through a programme training called main frame which is one of the most essential training because it holds the stock list, customers information and order list. Also all the graduates will be given their own passwords and access key. The reason of this training is to improve their confidence and skills.
This type of training should be done with the tills that they are using on the shop floor but away from live tills. It can be held in a training room usually located within the store, for example, in John Lewis most of the internal training is located on the third floor where the offices is. Health and Safety Act stated that all staff should have received training for their use of equipment.
Third day
Company policy and laws and regulations training
Harrison (2009) stated that all staff, no matter what level they are at, should understand the company policy and have a basic knowledge of employment laws and regulations, for example, the minimum wage, anti-discrimination act and health and safety laws. It also mentioned that managers should have a keen knowledge of the company contract of employment because it will easier to deal with conflict if they know the contract from front to back.
Fourth day
Kamin (2006) stated that customer service training is one of the most essential parts of the training programme because based on managers past experience customers can be very impolite to staff, especially section managers.
When there is a problem with the product graduates need to be prepared to solve customer’s queries and calm them down to solve the problems that the customer has.
One of the best ways for this type of training is use it in real life practices because graduates they can learn from their mistakes and it will teach them what to expect from angry customers. But before the above training is carried out the graduates will be provided basic training in a role play from previous customers complains. Also this training will contain communication training to customers and to staff.
Fifth day
Product training as the store will be selling number of products. The graduates will need to have the basic knowledge of the products and this will improve their selling skills. When John Lewis was selling the Wii for the first time, John Lewis got a representative from Nintendo to do a presentation about the products, for example, features, how it works, the reason of this type of training is that the staff can answer the customer questions also there will be manuals available for staff to read.
The training will be held in-house because their will not be any special equipment needed and the presentation can be held in the training / conference room.
Sixth day
Mullins (2007) stated that staff and store management training is essential because graduates will have a long list of responsibilities to carry out. At the same time, especially during conflict, managers need to be fair to the parties that are involved.
As they are soon to be store managers they will a need fair amount of training and experiences because when times comes they will be managing the store by them self. So it is important for them to have a firsthand experience of how to manage a store, during this training they will be supervised.
This exercise will include working in teams but the supervisor will advise some staff to be difficult to manage without the trainee (graduates) knowing. Farmer and Yellowley (2009) stated that improving their teamwork building skills and problems solving skills.
This type of training can take place in-house as it does not need any special equipment or speaker. But HR personnel will be needed to go through the contracts and laws and regulations of employment such as Health and Safety Act.
Seventh day
How to deal with confidential information
John Lewis (n.d) stated that all personnel must keep all confidential information on the premises. If not disciplinary procedures will be carried out.
As they soon to be store managers, they will train on how to open confidential information because the data will be password protected. The training will include how to deal with the receipts of the day, for example, the procedure and protocols they need follow when dealing with money and cheques.
Near the end of the training programme there will be questionnaires handed out and there will be a one to one interview with supervisor based on the training they have received.
This can advise the trainer on where to improve the programme, shows how much the trainee has taken in and areas that they need more training in during their 6 months probation period.
The reason why most training is usually held within the organisation premises is because it is one of the cheapest ways to provide training to all staff.
Recommend by John Lewis section manager, as they are soon to be store managers, they will side move to different department within the store because this will provide firsthand experience for them. Graduates will have a better knowledge of different department on how they are run and their job roles.
Conclusion
It is important for graduates to be fully trained because soon they will be managing a store. Fully trained staff affects the company performance especially, on the financial side. Also it is important for the trainer to plan the programme efficiently because it will affect the graduate’s performance.
Bibliography and reference
Harrison, R (2009) Learning and development 5th ed. London: the chartered institution of personnel and development
Hughes, P and Ferrett (2009) Introduction to health and safety at work 4th ed. [online] Available at: http://books.google.co.uk/books?id=YhlKT43FNRAC&pg=PA208&dq=introduction+equipment+training&ei=WM7QS4aTM4LCyATes4GvCQ&cd=2#v=onepage&q=introduction%20equipment%20training&f=false [Accessed 28th March 2010]
John Lewis employee hand book
Kamin, M (2006) Customer service training [online] Available at: http://books.google.co.uk/books?id=XlHhQ2TOjm4C&printsec=frontcover&dq=retail+training+on+customer+service&cd=1#v=onepage&q=retail%20training%20on%20customer%20service&f=false [Assess 29th March 2010]
Meighan, M (2000) Induction training effective steps for investing in people. [online] Available at: http://books.google.co.uk/books?id=oURuDplGl-UC&printsec=frontcover&dq=induction+training&hl=en&ei=R6HQS42uFM3Z-QbPqp0r&sa=X&oi=book_result&ct=result&resnum=1&ved=0CD0Q6AEwAA#v=onepage&q&f=false [Accessed 28th March 2010]
Mullins, J (2007) Management and organisational behaviour 8th ed. Essex: Pear education limited.
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