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This project will explain exactly how you would create a training program. In addition to an introduction, background information about the organization, and the triggering event, your project should include the five phases of the Training Processes Model including the following elements.
This is a group project, and I am the third part. I will provide part 1&2.
3. Development
• What should be included in the program development plan?
• What are the learning objectives?
• What are the learning points?
• What methods will you use?
• What materials will you need?
• Make a training schedule. How long will training take for one group of trainees? What is the optimum number of trainees per class?
• What materials will be included in the Trainee’s Manual?
• What type of facilities will facilitate training? (If it is a real company, what constraints will there be on facilities and how will you deal with those constraints?)
• How should the furniture be set up to facilitate the training best?
• What are the most important KSA’s for the trainer? Do you prefer experience in training or experience with the training topic?
Here are some details about the company situation:
The parent company is The Travel Corporation (www.thetravelcorporation.com), a privately held and family owned. The training project is for Destination America (www.dest-amer.com), one of the company brands that is focused on hosting clients on escorted motor coach vacations in North and South America. A guided vacation is when 45-50 clients spend the length of a vacation (1-2 weeks) with a Tour Director and a driver experiencing different parts of the country. I will bring some brochures on Thursday for you guys to take a look at… While clients interact with many employees over the phone and internet, many times the Tour Director is the only employee they actually see in person and the TD (Tour Director) is responsible for creating the customer experience for their vacation.
The issues: because the TDs are seasonal employees during vacation season only, they have not received any training other than technical product training about the technical nature of the trips. There are 75 of them for the current season and they are spread all over the country. They come together only once a year during the season “kick-off” which is generally scheduled in March of each year. All other interaction during the year is via phone and e-mail with the office in Anaheim, CA. The customer satisfaction ratings of Destination America has traditionally been high (97%), however, repeat passenger numbers are not as high as desired. The cost of new customer acquisitions is high in this industry and therefore the company is moving away from measuring customer satisfaction and instead measuring something called NPS (net promoter score) which measures their tendency to refer the company to a friend or to travel with them again. This will require the TDs to engage on a more personal level with clients and to create an experience wherein they would like to come back again. Communication/interpersonal training has been surfaced as a need…also the desire for them to promote the company more during the vacation vs. just themselves as a fabulous TD to gain greater tips. In addition, the shareholders have launched new product and branding that they want the TDs to integrate in to the customer experience…
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