MBA 635 Week 6 Discussion

PowerPoint Presentation for
Managing Performance through Training and Development

Adapted by
Alan Saks
University of Toronto

Copyright © 2019 by Nelson Education Ltd.

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Chapter 12
Training Programs
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Learning Outcomes
After reading this chapter, you should be able to:
Compare and contrast the different types of training programs
Explain why an organization would provide the various types of training programs
Identify situations in which the various types of training described in the chapter are required by an organization
Explain the potential benefits that an organization can realize by implementing each type of training
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Introduction
Organizations offer many types of training
This chapter describes the major types of programs designed and delivered by organizations today
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Most organizations offer a wide range of training content, except for basic skills training
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Training Content in Canadian Organizations
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Basic skills training is offered by only 15 percent of organizations

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Types of Training Programs
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Basic skills training is offered by only 15 percent of organizations

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Orientation Training
Training programs that introduce new employees to their job, the people they will be working with, and the organization
One of the main methods used by organizations to socialize new employees

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Formal orientation programs are one of the main methods used by organizations to socialize new employees
Most organizations provide some type of orientation including standardized programs designed and conducted by in-house HR practitioners
Content is general in nature and often relates to health and safety, terms and conditions of employment, organizational history and structure, HR policies and procedures
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Orientation Training
Benefits of orientation programs:
Socializing employees
Shaping corporate culture
Increasing employees’ speed-to-proficiency
Reducing turnover
Leading to higher customer service performance
Increasing retention
Improving financial performance

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Orientation programs have been found to be a very effective form of training and development for new hires
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Essential Skills Training
Essential skills are skills required for work, learning, and life
Literacy is the ability to understand and use printed information in daily activities to achieve one’s goals and develop knowledge and potential
Essential skills training programs provide employees with the essential skills required to perform their job and adapt to workplace change
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The Government of Canada and other agencies identified nine essential skills: reading text, document use, numeracy, writing, oral communication, working with others, continuous learning, thinking skills, and computer use
These are skills required for most occupations and one’s daily life
Literacy is the ability to understand and use printed information in daily activities at home, at work, and in the community
Conference Board of Canada reports that 42 percent of all Canadians aged 16–65 score at the lowest literacy levels and are only semi-literate; only 58 percent can read well enough to meet most day-to-day requirements, and 5 in 10 adults do not have the required level of literacy to succeed in a modern knowledge-based economy
Low literacy levels are estimated to cost the economy $2.5 billion in lost productivity and the Canadian economy $80 billion in lost economic opportunities
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Essential Skills Training
Benefits to organizations:
Improvements in productivity, efficiency, and quality
Decrease in absenteeism and workers’ compensation claims
Improvement in cross-cultural communication and morale
Canadian organizations spend very little on essential skills training
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A study of firms in the accommodation and food service sector found that literacy and essential skills training resulted in a net benefits of $577 per participant and an average return on investment of 23 percent
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Technical Skills Training
Training in specific job-related skills all employees need to perform their job
For example, a production worker learning how to operate a new piece of production equipment operated by computer technology
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Among manufacturing firms, training for specific job skills is the most frequent type of training provided
Organizations have had to find new ways to stay competitive and to survive by adopting new technologies and the redesign of work arrangements
This has required technical skills upgrading and training
Most apparent in the manufacturing sector, where low-skilled employees have had to become highly skilled to keep their jobs and for organizations to survive
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Non-Technical Skills Training
Training in a variety of skills that employees require to work and interact with others such as communication skills, interpersonal skills, and negotiation skills
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Among manufacturing firms, training for specific job skills is the most frequent type of training provided
Organizations have had to find new ways to stay competitive and to survive by adopting new technologies and the redesign of work arrangements
This has required technical skills upgrading and training
Most apparent in the manufacturing sector, where low-skilled employees have had to become highly skilled to keep their jobs and for organizations to survive
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Information Technology Training
Training programs that focus on the use of computers and computer systems
Usually involves either introductory computer training programs in which trainees learn about computer hardware and software, or applications training in which trainees are instructed on specific software applications to be used in the organization
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Research demonstrates that technological failures in the workplace are more often the result of training issues rather than technology
IT training involves either introductory computer training programs where trainees learn about computer software and hardware, or applications training in which trainees are instructed on specific software applications
Computer software training (how to use a specific computer software application) increases trainees’ ability to use the system and their motivation to use the software
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Computer Software Training
Training that focuses on how to use a specific computer software application
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Research demonstrates that technological failures in the workplace are more often the result of training issues rather than technology
IT training involves either introductory computer training programs where trainees learn about computer software and hardware, or applications training in which trainees are instructed on specific software applications
Computer software training (how to use a specific computer software application) increases trainees’ ability to use the system and their motivation to use the software
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Health and Safety Training
Training programs that educate employees in safe work methods and practices and how to recognize the chemical and physical hazards in the workplace so that they are prepared and capable of taking corrective action in the event of an incident
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H&S is increasingly a concern in Canadian organizations
The costs of work-related injuries and illnesses are on the rise and present a serious threat to employees and their organizations
Approximately 1,000 workers die every year in Canada at work
Some 300,000 workers suffer an injury serious enough to lose time from work (lost-time injury)
The cost of workplace injuries is estimated to exceed $12 billion a year
The Ministry of Labour in Ontario requires mandatory health and safety awareness training for all workers and supervisors
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Health and Safety Training
Workplace Hazardous Materials Information System (WHMIS) is legislation to ensure that workers across Canada are aware of the potential hazards of chemicals in the workplace and are familiar with emergency procedures for the clean-up and disposal of a spill
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Employee training is an important component of WHMIS legislation
Training in WHMIS is designed so employees can identify hazard symbols, read supplier and workplace labels, and read and apply information on the material safety data sheets that outline hazardous ingredients in a product and the procedures for the safe handling of that product
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Health and Safety Training
An important component of WHMIS legislation is employee training
WHMIS training is designed so that employees can identify WHMIS hazard symbols, read WHMIS supplier and workplace labels, and read and apply the information on material safety data sheets (MSDS), which outline the hazardous ingredient(s) in a product and the procedures for the safe handling of that product
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H&S is increasingly a concern in Canadian organizations
The costs of work-related injuries and illnesses are on the rise and present a serious threat to employees and their organizations
Approximately 1,000 workers die every year in Canada at work
Some 300,000 workers suffer an injury serious enough to lose time from work (lost-time injury)
The cost of workplace injuries is estimated to exceed $12 billion a year
The Ministry of Labour in Ontario requires mandatory health and safety awareness training for all workers and supervisors
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Total Quality Management Training
Total quality management (TQM) is the systematic process of continual improvement of the quality of an organization’s products and services
TQM training involves team training in the use of statistical tools that are used for problem-solving and decision-making processes
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TQM also involves teamwork and a customer focus
Involves team training as well as training in the use of statistical tools used for problem-solving and decision-making processes
T&D is the primary method of reinforcing employee commitment to the consistent delivery of high-quality products and services
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Team Training
Team training is designed to improve the functioning and effectiveness of teams in areas such as communication and coordination
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Team training is an attempt to improve a group’s process through the use of interventions targeted at specific areas of the process such as effective communication
Task-work skills are skills required to perform the team’s tasks
Teamwork skills are skills team members need to interact, communicate, and coordinate tasks effectively with other team members
Team training has been found to have a positive impact on cognitive outcomes, affective outcomes, teamwork processes, and performance outcomes
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Team Training
Focuses on two types of skills:
Task-work skills: Skills to perform the team’s tasks
Teamwork skills: Skills to interact, communicate, and coordinate tasks effectively with other team members
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Team training is an attempt to improve a group’s process through the use of interventions targeted at specific areas of the process such as effective communication
Task-work skills are skills required to perform the team’s tasks
Teamwork skills are skills team members need to interact, communicate, and coordinate tasks effectively with other team members
Team training has been found to have a positive impact on cognitive outcomes, affective outcomes, teamwork processes, and performance outcomes
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Team Training
For example, crew resource management (CRM) training teaches flight crew team members to use all available resources—people, information, equipment
CRM training focuses on critical cognitive and interpersonal skills such as communication, problem solving, and decision making to improve crew coordination and performance

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Team Training
Team training has a positive effect on:
Cognitive outcomes (e.g., declarative knowledge)
Affective outcomes (e.g., trust)
Teamwork processes (e.g., communication)
Performance outcomes (efficiency and effectiveness)

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Sales Training
Training programs designed to upgrade sales professionals’ skills and help them deal with new competitive challenges
At the centre of these training initiatives is an emphasis on “relationship-based” sales training
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Customer service training can be formal or informal
Informal training could involve being paired with the best employees in terms of customer-service behaviour and philosophy
Service employees must have both the ability and motivation to perform effectively
Many organizations with great customer service have a commitment to training
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Customer-Service Training
Designed to provide employees with inter-personal and service skills that are required for interacting with customers and for providing quality service
Service employees must have the ability and motivation to perform effectively
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Sexual and Racial Harassment Training
Sexual harassment is unwelcome sexual advances, requests for sexual favours, and verbal or physical conduct of a sexual nature that is a condition of employment, interferes with work performance, or creates a hostile work environment
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The most effective way for organizations to prevent sexual harassment is to develop sexual harassment policies, develop procedures for filing complaints, and provide sexual harassment training
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Sexual and Racial Harassment Training
Training programs that are designed to educate employees about sexual and racial harassment and the organization’s policies and procedures regarding sexual and racial harassment
Organizations have a responsibility to create a work environment that is free of sexual and racial harassment and a key part of doing this effectively involves training

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Employees must be educated about sexual harassment and the organization’s policies and procedures regarding sexual harassment
Training is especially important because the definition of what constitutes sexual harassment is not always clear or understood
Problems can occur when employees and managers are unaware of sexual harassment policies or didn’t know how to report it and proceed with a complaint
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Ethics Training
Training programs that educate employees about the organization’s values and ethical policies and on making ethical decisions
It is important that programs go beyond ethical guidelines and respond to common ethical problems in the workplace

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Employees need to recognize and respond to common ethical problems in the workplace
As a result, employees learn how to recognize and respond to ethical dilemmas
To be most effective, ethical training programs should be mandatory for all employees and include a copy of the organization’s code of ethics, a discussion of relevant compliance laws, an ethical decision-making model, resources for help, and role-playing scenarios
Organizations should set standards for ethical behaviour and determine what the training should accomplish
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Ethics Training
Ethical training programs should be mandatory for all employees and include a copy of the organization’s code of ethics, a discussion of relevant compliance laws, an ethical decision-making model, resources for help, and role-playing scenarios
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Employees need to recognize and respond to common ethical problems in the workplace
As a result, employees learn how to recognize and respond to ethical dilemmas
To be most effective, ethical training programs should be mandatory for all employees and include a copy of the organization’s code of ethics, a discussion of relevant compliance laws, an ethical decision-making model, resources for help, and role-playing scenarios
Organizations should set standards for ethical behaviour and determine what the training should accomplish
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Diversity Training
Diversity training programs focus on differences in values, attitudes, and behaviours of individuals with different backgrounds
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Diversity training programs are intended to:
Increase awareness and understanding of cultural diversity
Improve interaction and communication among employees with different backgrounds and the organization’s customers and clients

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Diversity Training Programs
Three main objectives:
Increase awareness about diversity issues
Reduce biases and stereotypes
Change behaviours to those required to work effectively in a diverse workforce
Diversity experts rated training and education programs as one of the best strategies for managing diversity

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Some programs are designed to change people’s attitudes by creating an awareness of diversity and an understanding of differences in values and behaviours
Another approach is to change behaviour—emphasizing learning new behaviours that might then lead to changes in attitudes
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Diversity Training Programs
Diversity training should focus on:
Increasing awareness of what diversity is and why it is important
Providing skills required to work effectively in a diverse workforce
Providing application strategies to facilitate the use of diversity awareness and skills to improve work performance, interactions, and communication
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Some programs are designed to change people’s attitudes by creating an awareness of diversity and an understanding of differences in values and behaviours
Another approach is to change behaviour—emphasizing learning new behaviours that might then lead to changes in attitudes
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Cross-Cultural Training
Foreign assignments often result in failure, with the employee returning home early
One way to improve the success rate of overseas assignments is to provide managers and employees with cross-cultural training

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Foreign assignments often result in failure, with the employee returning home early
According to a recent survey, 42 percent of managers fail in overseas assignments and only 58 percent are considered to be successful
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Cross-Cultural Training
Training programs that prepare employees for working and living in different cultures and for interactions with persons from different backgrounds
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Foreign assignments often result in failure, with the employee returning home early
According to a recent survey, 42 percent of managers fail in overseas assignments and only 58 percent are considered to be successful
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Cross-Cultural Training Methods
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Table 12.3 provides guidelines on how to design a cross-cultural training program
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Cross-Cultural Training
A critical factor in the success of cross-cultural training is training rigour
Training rigour is the degree of mental involvement and effort that must be expended by the trainer and the trainee for the trainee to learn the required concepts
Includes length of time spent in training

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Programs with a high degree of rigour include interactive language training, cross-cultural simulations, and field trips
Programs with a moderate degree of training rigour include role plays, cases, and survival-level language
Those with the lowest level of rigour include lectures, films, books, and area briefings
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Cross-Cultural Training
The degree of cross-cultural training rigour required by an expatriate for a particular foreign assignment depends on three dimensions:
Cultural toughness: How difficult it is to adjust to a new culture
Communication toughness: The extent to which the expatriate will have to interact with the locals of the host country
Job toughness: How difficult the tasks will be for the expatriate compared to what she is used to doing
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Cultural toughness is how difficult it is to adjust to a new culture—it increases as the difference or distance between one’s own culture and the foreign culture increases
Communication toughness is the extent to which the expatriate will have to interact with the locals of the host country
Job toughness refers to how difficult the tasks will be for the expatriate compared to what she is used to doing
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Health and Wellness Training
Programs that educate employees on how to improve their health and lifestyle
In addition to providing healthy food choices in the cafeteria and during meetings, health and wellness programs often include education and training on nutrition and making healthy food choices
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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative
However, only about one-quarter have an integrated and comprehensive strategy
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Mental Health Training
Training on how to recognize mental health problems and how to provide assistance and support to those experiencing a mental health problem
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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative
However, only about one-quarter have an integrated and comprehensive strategy
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Summary
Described the most common types of training programs provided by organizations
Reviewed the reasons that different types of training programs are required
Discussed the potential benefits of each type of training program
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According to the Conference Board of Canada, the majority of Canadian organizations provide at least one workplace wellness initiative
However, only about one-quarter have an integrated and comprehensive strategy
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Key Terms
Computer software training
Crew resource management training
Cross-cultural training
Customer-service training
Diversity training
Essential skills
Essential skills training
Ethics training
Health and safety training
Health and wellness training
Information technology training
Literacy
Mental health training
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Key Terms
Non-technical skills training
Orientation training
Sales training
Sexual harassment
Sexual and racial harassment training
Team training
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Technical skills training
Total quality management (TQM)
Total quality management (TQM) training
Training rigour
Workplace Hazardous Materials Information System (WHMIS)

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