Assignment 2: Designing a Training Program BUS 407 Strayer University Professor O. Boateng Milla Brewer July 27th 2013

An important part of any business is the ability to adequately train new employees in all aspects of the job requirements. A good orientation program will help to ensure new employees are up to speed faster and will better align them into positions in the organization in that the need is greater. With this in mind, I have designed a two day training and orientation plan to completely and effectively train new salesclerks. Training will start at 8:00a.m. and last until 5:00p.m. every day for a period of two days. When new hires arrive, they will be given an outline of the training process that briefly describes items to be covered during training, an employee handbook, and all required paperwork. Each section of the training process will be explained in detail by the supervisor. Below is an outline of a two-day orientation and training session that is to be handed out to each new employee before the orientation and training process begins. New Hire - Orientation Process Orientation - Day One New Employee Orientation 1. Welcome new employees. 2. Introduce new employees to each other. 3. Explain all duties and responsibilities. 4. Explain the nature of the job. 5. Explain conduct and performance policies. 6. Tour the facility. 7. Understanding of job performance criteria. Orientation - Day Two Computer Instruction Training 1. Professionalism. 2. Customer service. 3. Product knowledge. 4. Cash register and company operations. 5. Observe performance. Praise and correct errors. 6. Cash register training. 7. Roll play. 8. Certificate of training. 9. Scheduling and starting hours.

New Hire - Orientation Procedure Day One - New Employee Orientation The purpose of orientation is to reduce employee anxiety and turnover rate and to improve employee attendance, performance, and over-all job skills. First impressions of the company are made the first day, so begin by welcoming new employees to the organization and introduce new employees to each other. Explain the nature of the job, all duties and responsibilities, and job performance criteria. Review the conduct and performance policies booklet and explain that the booklet does not cover every possible issue, but gives basic principles to guide new employees. Make sure all employees understand the material and offer to answer any questions that he or she may have. After all questions have been answered tour the facility. While touring the facility discuss the importance of using caution signs on wet floors, keeping the floor clear of hazards, how to safely stock items on shelves, and how to become familiarized with the location of products. When the storage area is reached, explain the proper use of all safety equipment and how to handle any chemicals used for cleaning. Make sure all employees understand the process and offer to answer any questions that he or she may have. At this time we will meet with the head of human resources to discuss benefits the company offers, what would qualify for termination as well as advancement opportunities. Instructions will also be given on time card entries. Benefits include vacation and sick time, 401k and profit sharing, personal time off (PTO), voluntary time off (VTO), absenteeism, and pay days. We will then meet with the department manager to go over duties required. The department manager will hand out standard operating procedure (SOP) information, material safety data sheet (MSDS) information, and job responsibilities. Employees will be given the opportunity to ask questions about anything that is unclear or information they feel needs further explanation. After all questions have been answered each employee will sign a paper stating that all policies have been explained and that they understand them. Close the day by expressing excitement to help them get started with the company and express eagerness to help them learn more about their new job. Day Two - Computer Instruction Training Begin day two by asking if there are any questions from day one. Once all questions have been answered begin day two by stressing the importance of professionalism, customer service, product knowledge, and cash register and company operations. Explain that today’s training is computer-based; that a computer-assisted instruction training modules will evaluate employee performance and that a full understanding of each section is required before moving forward is allowed. At the end of the each module a test will be given. This will ensure that each employee knows the information and is capable of using the information during their daily shift. Before training begins go through each module to explain what each module will be teaching. Further explain that by using computer-assisted instruction training, the possibility of incomplete training will be eliminated because of human-error or forgetfulness. Once training has started, observe each individual’s performance and praise and correct errors. At this time we will watch a video about products we offer. This video will not cover all products; however, it will cover some of the more popular items. LUNCH BREAK Day Two – Part Two: Performance Begin day three by handing out name tags. Review previous two days and answer any questions the employees have. Once all questions have been answered, begin cash register training. Employees will practice ringing items into the cash register by processing cash, credit, check, and money order transactions. During training cover material on what to do when a coupon is presented and when something does not ring up correctly. Also discuss how to handle overrides, customer returns, and item exchanges. After all employees have completed training, the employees will watch a video on how to correctly deal with an angry customer. The video will also give examples on when to involve the manager. After the video we will discuss the situation and answer any questions. Everyone will pair up and take turns role playing. One employee will play the role as cashier, the other will be an irate customers. The purpose of this process is to determine if the cashier can calm the customer down in an appropriate manner, or if he or she knows when to call management in to deal with the situation. We will then discuss how well the role play process was handled, how the situation could have been handled differently, and answer any questions the employees may have. After discussing possibilities, we will then reverse the process and have the cashier become the irate customer and go through the roll play process a second time. We will again discuss how well the role play process was handled, how the situation could have been handled differently, and answer any questions the employees may have. We will now end the orientation and training process by giving each employee a hand-out that covers all information reviewed in each section, screen shots of all computer-assisted instruction training modules, certificates of training, and by reviewing employee scheduling and starting hours. The American Society for Training and Development (ASTD) reports that less than $1500 per employee was spent for training in 2006. The largest part of that (49 percent) was spent for technical and professional training. Only two percent was spent for New Employee Orientation and three percent on quality, competition and business practices training. If you have high turnover, training new employees will make them more productive. They will feel better about themselves and the job. They will stick around longer. Training and orientation are very important elements of employee job performance. Salesclerks must not only know how to operate a cash register or other computer programs required to do their job efficiently; they must also be friendly, knowledgeable, and able to answer the customer’s questions in a courteous manner. Salesclerks should also have knowledge of all products sold in the store and their location to better help customers locate what they are looking for. Employers need to realize that careful planning and education is critical when new employees are going through the orientation process. Developing an effective employee orientation process is also crucial to the well-being of the company. Whether it lasts two days or two months, a well thought out orientation program will help improve employee attendance, and increase productivity, performance, and over-all job skills.

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