人力资源管理论文之培训员工

1、HENAN UNIVERSITY OF TECHNOLOGY河南工业大学Bachelor of Business AdministrationAssignment Cover工商管理学士学位课程作业封面MODULE CODE AND NAME科目代码及名称 Module Code 科目代码： _107914_ Module Name科目名称： _人力资源管理_ Lecturer 讲师： _崔颖 Section Code专业班级： _会计0810_ Student ID 学生证号码： _ 200848991011 Student Name学生姓名： _ 周政阳 _ Announcement: I

2、 declare that this assignment is ENTIRELY my independent work except where referenced. I have marked any Reference sources and am aware of programmer regulations concerning plagiarism and referencing.声明：除了标明出处的引用资料之外，此作业是我独立调查完成的。文内所有引用的资料已经详细标明出处，并且我了解课程中有关抄袭及引用方面的规定。Signature 签名： Lecturer Comments

3、 讲师评语Score 分数：Receive Date Year/Month/Day 收到日期： Table of ContentsIntroduction:31. Feasibility of Replacement31.1 The basic situation of Bloomfield Central31.2 The disadvantages of Replacement32 Possibility of Training42.1 The salespeoples problems42.2 The advantages of training43 Training Methods53.

4、1Lecture53.2Audiovisual instruction53.3Role playing63.4Case analysis method64 Determine the Effectiveness of Training Program65 Training Program Outline for the Sales Staff75.1 Needs assessment75.2 Training program85.3 Effect Evaluation9Conclusion:9References10Introduction: As a retail lumber and ho

5、me improvement operation, Central lumber company wants to improve customer service and sales performance. So it intends to use Bloomfield Central as a model operation. But the salespeoples behavior at Bloomfield Central is obstructive to implement the plan. Nowadays, the primary task of Bloomfield C

6、entral is to solve this problem as soon as possible. After weighing the advantages and disadvantages, to train the existing salespeople become the method to deal with the difficult position. This paper makes a concrete analysis of the present situation of Bloomfield Central and introduces some train

7、ing methods suited to solving this problem. At last, the paper comes up with a training program outline for the sales staff.1. Feasibility of Replacement1.1 The basic situation of Bloomfield CentralJust like each lumber has some rough edges, don't expect anyone to be perfect. Never a rose withou

8、t a prick, you know. The salespeople in the Bloomfield Central know their stuff. They are just a little rough around the edges-same as the sales staff at all out outlets. In my opinion，Anns suggestion of replacement of workers is not reasonable and practical. As is known to all, the management state

9、 of our company appears to be done well. Every aspect of the operation runs smoothly.1.2 The disadvantages of Replacement In view of existing situation, our company's goal is to improve customer service and all outlets sales performance. Its not a wise method to replace the salespeople blindly.

10、It will not help us to improve our sales performance. On the contrary it may have an adverse effect upon our sales performance. First of all, the new salespeoples weak point is that they are short of work experience. A salesman must have a good understanding of the applications, design features, spe

11、cial advantages and almost everything of the product the company produces. So they must receiving training before they are equipped with enough ability for the job. Secondly, hiring new employees would like to be a big expense. Finally, it will bring serious psychological burden to other employees i

12、n our company if we dismiss a mass of employees. It is bound to have an adverse affect on their working efficiency.2 Possibility of Training 2.1 The salespeoples problems First, the salespeople treat contractors much better than they treat do-it-yourselfers. Second, the salespeople leave the service

13、 counter to carry on an extended conversation with other people. Third, the salespeople use crude and vulgar language in front of customers.2.2 The advantages of trainingIn my opinion, the longer one works in a field, the more skillful he becomes, and the result is he becomes such a person with adva

14、nced skills. Although there is a long-standing problem that the existing salespeople may be insolent to some customers, they have some advantages over the new salespeople. In the first place, marketing is a challenging work. An excellent salesman should be easy going and have good ability of speakin

15、g and coordination. In addition, professional knowledge is indispensable. However all his cannot be achieved in a short time. The existing salespeople have worked in the Bloomfield Central for many years. Some of them had been with our company for more than 10 years. There is no doubt that their ric

16、h experience is a huge precious resource. Secondly, the existing salespeople have a good knowledge of our company. They can throw themselves into work so long as they are willing to change working attitude. But the new salespeople have to adapt themselves to the new job and be familiar with the proc

17、ess of the work. So the existing salespeople are efficiency than the new salespeople work. Thirdly, the existing salespeople are more loyal to us. Fourthly, the existing salespeople have worked in the field many years. They should have owned a large scale of outstanding customer groups. However the

18、new salespeople cant establish good relational with the customers within a limited time. Finally, the management of Bloomfield Central knows all the existing salespeople very much. As a result, they can make a proper assignment of personnel to raise working efficiency and improve sales performance.

19、Generally speaking, in order to solve the present problem and make sure our company can develop stability in a long time, its better to carry out a series of pertinent training for the existing salespeople than to hire new salespeople.3 Training MethodsThere are a lot of different training methods f

20、or the enterprise to make a choice. For example, teaching method, role playing, case analysis, audio-visual instruction，lecture, programmed learning and so on. According to the companys problem, I think lecture, role playing, case analysis and audio-visual instruction will be effective to the situat

21、ion. Next the paper will introduce these methods.3.1 LectureLecture is that the lecturer transmits information to the trainee by words. The method is mainly unidirectional communication, just from the lecturer to the trainees. Maybe this method is slightly dull or it couldnt attract the trainees att

22、ention, but it could provide training for a large number of trainees in a short time. Within the shortest time and at the lowest total cost, this method can get a good effect. No matter how the new technology develops, lecture is the more popular option in all areas. 3.2 Audiovisual instructionAccor

23、ding to the theory of Gary (2001,p280),Audiovisual-based training techniques like films, Power Points, videoconferencing, audiotapes, and videotapes can be very effective and are widely used. The Ford Motor Company uses videos in its dealer training sessions to simulate problems and sample reactions

24、 to various customer complaints, for example. Audiovisuals are more expensive than conventional lectures but offer some advantages.3.3 Role playingRole playing is a kind of situational simulations. It arranges the trainees in a simulative and verisimilar work environment and lets them deal with all

25、kinds of problems which may happen. This method provides an opportunity for the trainees to make accessible to some action in the daily work. By this way, the trainees can understand themselves better and make their work better. As the form and content of role playing is various, it can arouse the e

26、nthusiasm of the trainees and make the trainees more likely to take part in the training. In addition the trainees can learn from each other during the process of training.3.4 Case analysis methodCase analysis method is that the trainee analyses the case which has already happened in the daily work.

27、 By analyzing the cases, the trainees think things out for themselves and find solutions to the problem in all the different cases. The advantage of this method is that it is very easy for the trainees to become aware of the problems in their work. So they can come up with a solution to the problem.

28、As far as we know, every coin has two sides. So each method has both advantages and disadvantages. According to the present conditions of Bloomfield Central and the aim that the home office would like to achieve, I think the powerful method is case analysis. 4 Determine the Effectiveness of Training

29、 ProgramThis part will introduce the standards of selecting the method.In the first instance, the home office intends to use Bloomfield Central as a model operation. We have only three months to reach the required. We must try to change the present situation as soon as possible. So time factor is wh

30、at we must first take into consideration. We would like to get a better effect with the less loss of time. Among these training methods, lecture maybe cost the least time but the result is not very well. Although audiovisual instruction and role playing can work efficiently, it will take us a lot ti

31、me to prepare them. Case analysis method could meet the needs of accomplishing the goals in a short time.Secondly, the home office wants to improve service and its outlets sales performance. In accordance with the actual conditions of Bloomfield Central, the main problem is that the sales forces att

32、itude toward customer service. We must come to grips with the problem, at the same time we must also keep the sales performance. So the training cant disturb the normal function of Bloomfield Central. Case analysis will be the best choice. Audiovisual instruction and role playing need some hardware

33、facilities or properties. It will cause some unnecessary and unforeseen trouble. Thirdly, its important for us to control the cost. In general, reducing costs is equaled important to increasing income. Every company tends to select a training method that has advantages of low cost and good effect. I

34、n point of cost, audiovisual instruction and role playing need tremendous manpower and resources. It will be a amount of money. Lecture is a low cost method, but the advantage of this method is that transmit a lot of information to the trainees. Its not a good way to solve the problem. Case analysis

35、 method is useful to solve the problem. It can bring a very good effect. But the cost is not very high.Finally, the salespeople in Bloomfield Central all have already worked in this field for many years. They have great capacity for work and a great deal of experience. Besides, their sales performan

36、ce is good. The only problem is the attitude that the salespeople treat the customers. So the chief purpose is choosing an operative method. If we adopt case analysis method, we could have a discussion to contrast the different cases. Its easy for the trainees to realize that the bad manner will pro

37、duce a bad effect on the work. So the salespeople can remove the faults in their daily work and provide good service in the future. 5 Training Program Outline for the Sales Staff5.1 Needs assessmentThe nature of the sales position has changed dramatically in the past decade, and salespeople must dev

38、elop closer, longer-term relationships with their customers than in the past. Increased emphasis on learning at the organizational and individual level is broadening and subsequently changing the role and positioning of training over the past decade. Given that the demands of the sales role have cha

39、nged, it follows that the training salespeople receive is changing, as well. At present, the most important task of Bloomfield Central is to correct the salespeoples shortcomings in work and to be an eligible model of customer service and sales performance. The central complaint is the salespeoples

40、behavior. It is reflected in three respects. First, the salespeople treat contractors much better than they treat do-it-yourselfers. Second, the salespeople leave the service counter to carry on an extended conversation with other people. Third, the salespeople use crude and vulgar language in front

41、 of customers. We would like to solve these problems during the daily work by this training. When it comes to the salespeople, they should come to be aware of their shortcomings. This training can help them strengthen service consciousness and raise working efficiency.5.2 Training programObjective:

42、In the first place, let the salespeople change their attitude and enhance patience. Especially let the salespeople learn how to treat the customers genuinely and develop a good relationship with their customers. Secondly, take a correct attitude towards work. It aims to make good use of the salespeo

43、ples time and improve their working efficiency. Whats more, they should also take effective measures to improve their sales performance. Thirdly, nurture stronger sense of services .The salespeople should be polite to every customer. Customers are treated without distinction of sex and age. Finally,

44、 establish a good corporate image and increase its profit ability.Content: Since the trainees have worked at Bloomfield Central for many years. They not only have rich experience as a salesman, but also have a good knowledge of specialty knowledge. So we just need provide a series of quality trainin

45、g to the trainees. It will train their mental ability and the ability in dealing with customers. Let the trainees know that its important to satisfy their customers with good service. Methods: This training will adopt case analysis method. At first, we should prepare some related cases. These cases

46、should be composed of the pros and cons. They will be forceful contrast. Secondly, we make a detailed analysis of these different cases. And let the trainees have a discussion about them. Its easy for the trainees to find out that different attitudes can lead different results. By this way, the trai

47、nees would like to find their shortcomings in the work.Besides they could know how to treat the customers properly. At last, they put forward a perfect service system to meet customer demand. Focus on effectiveness of service, in the light of principle of regarding customers as attentive focus, is e

48、ager for what customers have been eager for and consider what customers have considered.Schedule: The First Stage: The trainees compare and analyze the different typical cases.The Second Stage: Share the personal understandings and summarize the experience. TheThird Stage: The trainees get together and try to brainstorm a better idea.5.3 Effect Evaluation After this training, the trainees ought to be well aware of their shortcomings during