Author Question: Describe the steps involved in developing and implementing a training program. What will be an ... (Read 72 times)

notis · **on:** Aug 10, 2018

Describe the steps involved in developing and implementing a training program.

What will be an ideal response?

Question 2

The most common method to gain customer feedback is:

A) surveys.
B) mystery shoppers.
C) management asks the customer questions.
D) comment cards.
E) all of the above.

swimkari · **Reply #1 on:** Aug 10, 2018

Answer to Question 1

There are seven steps involved in a training program:
a. Conduct a needs assessment.
b. Determine learning objectives.
c. Develop the overall training program.
d. Develop individual training lessons.
e. Conduct training.
f. Evaluate.
g. Follow up.
The purpose of a needs assessment is to determine what types of training are needed. It can be done at three levels: organizational analysis, task analysis, and person analysis. Organizational analysis looks at the company as a whole and suggests where training should be. Task analysis involves designing the content of a training program based on the duties involved in a job. A person analysis determines what knowledge, skills, and attitude are required to perform the job successfully. Learning objectives need to be specific, measurable, achievable, realistic, and time-bound. Once the learning objectives have been established and the restaurant's needs are clear, a training program can be laid out. In order to create a training program for a specific job, a job analysis must be conducted. This involves developing a job list, job break-down, job description, and job specification. Once this has been developed, the entire program is divided into segments and a lesson plan is developed for each segment. The next step entails selecting someone to conduct the training. This person has the responsibility for seeing that the trainee learns to perform the task effectively. The last two steps involve evaluation of the program and follow-up. Evaluating the program determines the extent to which the training objectives were met and the follow-up is to ensure that the skills taught are used consistently.

Answer to Question 2

D