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    annotated-HRD Final Project

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    nyankwogamike
    The document outlines a training program on customer service. It includes learning objectives, application of adult learning theory, research informing the topics, and Gagne's instructional design steps for the training. Role plays and evaluations are proposed. The reflections recommend tailoring training to the audience, using various learning methods, providing support, and evaluating effectiveness.

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    annotated-HRD Final Project

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    nyankwogamike
    33 views4 pages
    The document outlines a training program on customer service. It includes learning objectives, application of adult learning theory, research informing the topics, and Gagne's instructional design steps for the training. Role plays and evaluations are proposed. The reflections recommend tailoring training to the audience, using various learning methods, providing support, and evaluating effectiveness.

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    The document outlines a training program on customer service. It includes learning objectives, application of adult learning theory, research informing the topics, and Gagne's instructional design steps for the training. Role plays and evaluations are proposed. The reflections recommend tailoring training to the audience, using various learning methods, providing support, and evaluating effectiveness.

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    33 views4 pages

    annotated-HRD Final Project

    Uploaded by

    nyankwogamike
    The document outlines a training program on customer service. It includes learning objectives, application of adult learning theory, research informing the topics, and Gagne's instructional design steps for the training. Role plays and evaluations are proposed. The reflections recommend tailoring training to the audience, using various learning methods, providing support, and evaluating effectiveness.

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    © All Rights Reserved
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    of 4

    Final Project for HRD 240 - Logan Cline, Jordan McCloud, Brin Kuzemka, Reese Berry

    1. Learning Objectives:
    a. Participants will grasp the fundamentals of providing excellent customer service.
    b. Participants will be able to use effective communication skills in the context of customer
    service.
    c. Participants will learn problem-solving techniques for dealing with consumer complaints.

    2. Adult Learning Theory:


    a. We will apply andragogical concepts in the training session's design and development,
    stressing the value of self-directed learning, the relevancy of the material, and the
    learners' prior experiences. Adult learners value applying what they have learned in real-
    life scenarios and favor problem-centered, practical approaches.

    3. Research Informing Training Topic:


    a. We now have a thorough grasp of the most recent trends, industry best practices, and
    difficulties in customer service thanks to our group's annotated bibliographies. Our
    training will be structured and its content will be informed by insights from research and
    publications on customer satisfaction, effective communication, and resolution of
    conflicts.

    4. Gagne's Instructional Design Steps:


    a. Attracting Learners' Attention: Icebreaker: "Two Truths and a Lie"
    i. Two truthful and one incorrect statements about each participant are shared.
    ii. This promotes conversation, establishes connection, and creates an enjoyable
    atmosphere.
    b. Educating Learners on Goals:
    i. To give participants a road map, clearly outline the learning objectives at the start
    of the session.
    c. Encourage Prior Learning Recall:
    i. Utilize a quick conversation or test to find out what prior knowledge participants
    have about customer service.
    d. Develop Content/Material:
    i. Presentation
    ii. "Customer Service Role Play" is an active learning technique.
    1. Participants put the lessons they've learned into practice by acting out
    various customer service scenarios.
    e. Offer Learning Assistance: Utilize job aids, checklists, and handouts to assist participants
    during talks and activities.
    f. To elicit performance, lead role plays and group activities where participants act out
    customer service scenarios.
    g. Give Feedback to Students: Conduct feedback sessions following each role play,
    emphasizing both the students' strengths and areas for development.

    5. Transfer of Training:
    a. Participants should be urged to draft plans of action for implementing newly acquired
    abilities in the workplace.
    b. Give mentorship opportunities and resources for follow-up to encourage lifelong
    learning.

    6. Evaluation of Training:
    a. Level 1 (Reaction):
    i. To find out how satisfied participants are, administer surveys after training.
    b. Level 2 (Learning):
    i. Utilize tests and evaluations to gauge the amount of knowledge acquired.
    c. Level 3 (Behavior):
    i. Use feedback and on-the-job observations to evaluate behavioral changes.
    d. Level 4 (Results):
    i. Calculate Performance Value/ROI: (Gain from Training - Cost of Training) /
    Cost of Training * 100.
    Reflections of Your Project (20 points) (Everyone does this part on their own)

    Brin Kuzemka’s Reflection of Project:

    1) What did you all learn about Training and Development from completing this project? This
    project provided me with a thorough understanding of how to connect training with adult learning
    theories, the significance of continuing research, and the practical application of instructional design
    approaches. The hands-on experience highlighted the difficulties and concerns involved in developing
    engaging learning experiences.

    2) What recommendations would you now make to others who are designing and developing a
    training program? For optimal training program effectiveness, I would recommend tailoring content to
    the audience, prioritizing adult learning principles, encouraging interactivity, establishing continuous
    feedback, providing post-training support, implementing comprehensive evaluations, and maintaining
    flexibility.

    Jordan McCloud’s Reflection of Project:

    1) What did you all learn about Training and Development from completing this project?

    Throughout completing this project, I learned a lot about training and development. The main
    thing I learned is how effective communication is. It really helps with problem solving, especially
    at the professional level. Another important thing I learned is how to correctly evaluate during
    the training process.

    2) What recommendations would you now make to others who are designing and developing a
    training program?

    Recommendations I would make to others who are designing and developing a training program
    are to always be flexible, be adaptable, and to be inclusive. I feel as if all of these parts are what
    makes up a true and good training program. They will all three work together in creating a
    successful program
    Logan Cline’s Reflection of Project:

    1) What did you all learn about Training and Development from completing this project?

    Through this project of designing and developing a training program, I believe it gave a lot of insight into
    learning how to be constructive, communicative, and helpful professionals. The adult- learning theory
    section was important in my eyes because it follows problem-centered and practical approaches to things.
    The evaluation of training is also extremely important in seeing how effective the training program was.

    2) What recommendations would you now make to others who are designing and developing a
    training program?

    I would recommend following a clear training program path. This would include adult learning theory,
    research, creating design steps, having room for conversation and improvement, and evaluation. These
    parts all make up a useful training program. If the program is organized and everyone involved is flexible
    it should succeed.

    Reese Berry’s Reflection of Project:

    1) What did you all learn about Training and Development from completing this project?

    From this project, I learned how to properly evaluate training practices and how to implicate them. The
    different levels really helped me understand each way to train. Acting out customer service also is a great
    way to educate on how to act in a certain situation in a hands-on way. All of our ways of training and
    development are beneficial and help with a better way of working.

    2) What recommendations would you now make to others who are designing and developing a
    training program?

    To others designing and developing a training program, I would recommend having accessibility and
    inclusivity, having a variety of learning methods, be flexible, and to learn to adapt to others. I would also
    recommend providing ongoing support to ensure the training program is organized.

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