E. Human Resource Management

Skill 3. Train Employees

3.1 identify benefits of training

a) improves:

career development opportunities competitive edge of business, community and region confidence and job satisfaction for employers and employees customer service employee commitment employees' morale image and credibility performance productivity professionalism profit self-esteem team atmosphere

b) reduces:

absenteeism accidents errors inefficiencies misunderstandings stress turnover

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3.2 identify components of employee handbook

a) orientation to business:

• history
• mission statement
• goals and objectives
• organizational structure, e.g. own job description and relationship of position to other positions
• future plans

b) company policies and procedures, for example:

• dress code
• reporting procedures
• smoking restrictions
• expense claims

c) legislation

d) safety procedures

e) emergency procedures

f) technical information, e.g. operating telephone system, who to call for repairs

g) explanation of benefit package, e.g. group insurance, sick leave, holidays

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3.3 conduct orientation for new employees

a) welcome employee to company

b) schedule orientation session to provide information about organization, for example:

• authority and reporting structure
• goals and objectives
• history
• mission statement
• organizational structure
• philosophy
• policies and procedures, e.g. breaks, pay periods

c) encourage questions

d) tour facility and work areas:

• introduce employees
• identify amenities, e.g. washrooms, shower
• explain emergency procedures
• identify safety equipment

e) describe job responsibilities and performance expectations, for example:

review job description

review product standards

discuss applicable legislation, e.g. notice required to terminate employment

provide manuals for operating equipment

f) finalize employment documentation

g) conduct follow-up soon after employee begins work, e.g. after one week:

seek feedback about orientation session

check for understanding of:

• operation
• job responsibilities
  

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3.4 plan training for staff

a) determine training needs of employees:

• review job descriptions
• identify training required by legislation, e.g. correct handling of chemicals
• consider training needs required because of change:
• consider technological changes
• invite employee input on training needs
• review common complaints and problems
• identify employee's strengths and areas needing improvement, for example:
  • customer service
  • cash handling
  • safety

b) prioritize training needs, e.g. evaluate existing skills of staff

c) identify training objectives, e.g. description of skills to be learned

d) determine evaluation methods, e.g. how skills will be tested

e) determine resources available, e.g. professional seminars, private trainers, occupational standards, cost-sharing programs

f) determine method of delivery, considering:

• budget
• options available, for example:
  • on-the-job demonstrations
  • coaching
  • practice sessions
  • training seminars, e.g. in-house, external
  • staff or individual meetings
  • learning activities, e.g. role playing, hands-on experience

g) finalize details of training sessions, for example:

• session content
• prospective participants:
  • arrange for staff to cover for participants in training, e.g. re-organize work
• date, time and location
• training tools, e.g. videos
• instructors

h) inform prospective participants of details:

• communicate expectations, e.g. consider requiring participants to share knowledge with co-workers after training

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3.5 conduct in-house training session

a) establish learning environment:

• put participants at ease

b) follow training session plan, for example:

• review agenda
• explain:
  • training objectives and rationale
  • importance of meeting industry standards
  • knowledge and skills to be learned
• ask about expectations:
  • address concerns and misconceptions
  • adjust session to encompass expectations, considering:
    • time available
    • goal of session
• instruct or demonstrate
• provide:
  • opportunity for practice
  • feedback to participants

c) encourage questions and participation throughout session

d) ensure participants understand new concepts or skills:

• test skills or knowledge

e) recognize successful completion of training, e.g. present certificates, acknowledge in newsletter

f) evaluate training program:

• seek feedback from employees
• measure impact, e.g. increased sales, reduced injuries
• compare results with expectations

g) follow up, for example:

• record attendance
• record and file observations, e.g. both positive and negative
• respond to feedback
• revise training session, as necessary
• advise clients of updated skills, if applicable
• update personnel file

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3.6 encourage ongoing professional development

a) consider capabilities of employees

b) recognize potential in employees:

provide opportunities for advancement

c) provide one-on-one training opportunities for employees, e.g. provide career guidance to individuals

d) coach, for example:

• use informal approach, e.g. conversational tone
• observe employee before giving feedback
• give feedback in positive manner:
• focus on correct way to perform task
• deal with one skill at a time to avoid overwhelming employee
• adapt feedback to employee's specific needs:
• build on current knowledge and skills

e) delegate new responsibilities:

• consider workload of current staff

f) access outside training opportunities, e.g. supplier-provided training, apprenticeship, industry-related