PART THREE Training and Development

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8 Training and ­Developing

Employees
 LEARNING OBJECTIVES
Company’s
When you finish studying this chapter, you should Strategic Goals
be able to:

8-1 Summarize the purpose and process of

employee orientation.

8-2
Employee Competencies
Give an example of how to design onboarding
and Behaviors Required
to improve employee engagement. for Company to Achieve
These Strategic Goals

8-3 List and briefly explain each of the steps in

the training process.

8-4 Explain how to use five training

techniques. Training and
Devel
opment

8-5 List and briefly discuss four ­management

Co
Placem t and
development methods.

mp
ent
Recruitmen

ensa
8-6 List and briefly discuss the importance of HR Policies and Practices

tion
Required to Produce
the steps in leading organizational change.
Employee Competencies

8-7
and Behaviors
Explain why a controlled study may be

gal
superior for evaluating the training program’s

Le t

Re m
en
lat

E
m plo ions
ron d
effects. Envi ic an yee
g
Strate

F or a century AT&T was America’s “phone company,”

but it has changed dramatically in the past few years.
WHERE ARE WE NOW . . .
In 2000, its wireless network data traffic was negligible.1
Chapters 6 and 7 focused on the methods
The part of its business depending on software was
managers use to interview and select
similarly negligible, but by 2020 it will have risen to 75%. employees. Once employees are on board,
Like competitors such as Comcast, AT&T’s strategy is the employer must train them. The purpose of
this chapter is to increase your effectiveness
to drive the company toward a new digital future, one
in training employees. The main topics we’ll
in which telecommunications, media, and entertain- cover include Orienting and Onboarding
ment converge, and customers can get the information, New Employees, Designing Onboarding
to Improve Employee Engagement, The
access, and entertainment they need, anywhere, on
Training Process, Implementing Training
whatever digital device they choose to use. That’s excit- Programs, Management Development
ing for AT&T’s customers and shareholders. But what Methods, Leading Organizational Change,
and Evaluating the Training Effort. Then, in
do you do with the 150,000 or so AT&T employees who
Chapter 9, we’ll turn to appraising employees.
were hired by a phone company years ago to do very
different, nondigital, nonsoftware jobs? We’ll see what
AT&T did.
     237
238    PART 3 • TRAINING AND DEVELOPMENT

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Carefully selecting employees doesn’t guarantee they’ll perform effectively. Even high-

E
BASE potential employees can’t do their jobs if they don’t know what to do or how to do it.
Making sure your employees do know what to do and how to do it is the ­purpose of
orientation and training. The human resources department usually designs the orienta-
LEARNING OBJECTIVE 8-1 tion and training programs, but the supervisor does most of the day-to-day orienting
Summarize the purpose and and training. Every manager therefore should know how to orient and train employees.
process of employee orientation.
We will start with orientation.

The Purposes of Employee Orientation/Onboarding

employee orientation Employee orientation (or onboarding) provides new employees with the basic back-
A procedure for providing new ground information (such as computer passwords and company rules) they need to
employees with basic background do their jobs; ideally it should also help them start becoming emotionally attached to
information about the firm. and engaged in the firm.2 The manager wants to accomplish four things when orient-
ing new employees:
1. Make the new employee feel welcome and at home and part of the team.
2. Make sure the new employee has the basic information to function effectively,
such as e-mail access, personnel policies and benefits, and work behavior
expectations.
3. Help the new employee understand the organization in a broad sense (its past,
present, culture, and strategies and vision of the future).
4. Start socializing the person into the firm’s culture and ways of doing things.3 For
example, the Mayo Clinic’s “heritage and culture” program emphasizes Mayo
Clinic values such as teamwork, integrity, customer service, and mutual respect.4

The Orientation Process

Onboarding ideally begins before the person’s first day, with a welcome note, orienta-
tion schedule, and list of documents (such as tax documents) needed the first day. On
the first day, make sure colleagues know the new employee is starting, and arrange
for one or more of them to take the person to lunch. On subsequent days, the new
employee should meet colleagues in other departments. After about two weeks, speak
with the employee to identify any concerns.5
The length of the onboarding program depends on what you cover. Some take
several hours. The human resource specialist (or, in smaller firms, the office manager)
performs the first part of the orientation by explaining basic matters like working
hours and benefits. Then the supervisor continues by explaining the department’s orga-
nization, introducing the person to his or her new colleagues, familiarizing him or
her with the workplace, and reducing first-day jitters. At a minimum, the orientation
should provide information on matters such as employee benefits, personnel policies,
safety measures and regulations, and a facilities tour; making the new employee feel
special and proud about working for the company is advisable;6 new employees should
receive (and sign for) print or Internet-based employee handbooks covering such mat-
ters. You’ll find a variety of orientation checklists online.7
At the other extreme, L’Oréal’s onboarding program extends about 2 years. It
includes roundtable discussions, meetings with key insiders, on-the-job learning, indi-
vidual mentoring, and experiences such as site visits.8
Supervisors should be vigilant. Follow up on and encourage new employees to
engage in activities (such as taking breaks with colleagues) that will enable them to
“learn the ropes.” Especially for new employees with disabilities, integration and social-
ization are highly influenced by coworkers’ and supervisors’ behavior.9
Those being oriented should show they’re involved. Two things seem to show
­managers that the people they’re orienting are engaged. First, show you’re trying to
master and perform the tasks at hand (such as learning about the new job and com-
pany). Second, show you’re trying to assimilate socially, for instance by interacting
with new colleagues.10
 CHAPTER 8 • Training and ­Developing Employees    239

Employers should onboard new executives too. In one survey “poor grasp of
how the organization works” was a problem for 69% of new senior executives. This
onboarding should include the firm’s operational plans and key business areas, key
team members’ career histories, key external stakeholders, and briefings on the firm's
culture and how it “gets things done.”11

THE EMPLOYEE HANDBOOK Employers should assume that their employee handbook’s
contents are legally binding commitments. Even apparently sensible handbook policies
(such as “the company will not retaliate against employees who raise concerns about
important issues in the workplace”) can backfire without proper disclaimers. The
handbook should include a disclaimer stating “nothing in this handbook should be
taken as creating a binding contract between employer and employees, and all employ-
ment is on an at will basis.”12 Say that statements of company policies, benefits, and
regulations do not constitute the terms and conditions of an employment contract,
either expressed or implied. Do not insert statements such as “No employee will be
fired without just cause” or statements that imply or state that employees have tenure.
The firm’s handbook policies may then evolve, as the prevailing political climate—for
instance in terms of EEOC and union–management relations guidelines—change.13

ORIENTATION TECHNOLOGY Employers use technology to support orientation. For

example, at the University of Cincinnati, new employees spend about 45 minutes
online learning about their new employer’s mission, organization, and policies and
procedures. ION Geophysical uses an online onboarding portal solution called
RedCarpet. It includes a streaming video welcome message, and photos and profiles of
new colleagues.14 With Workday’s iPhone app, users can search their company’s direc-
tory for names, images, and contact information; call or e-mail coworkers directly; and
view physical addresses on Google Maps.15 Some employers place scannable QR codes
along the orientation tour’s stops, to provide information about each department and
its role.16 Employers use team activities and gamification (awarding points for com-
pleting parts of the program, for instance) to energize their onboarding programs.17

LEARNING OBJECTIVE 8-2 Employee Engagement Guide for Managers:

Give an example of how to
design onboarding to improve
Onboarding at Toyota
employee engagement. In many firms today, orientation goes well beyond providing basic information about
things like work hours.18 Onboarding at Toyota Motor Manufacturing USA illus-
trates this. While it does cover routine topics such as company benefits, its main aim is
to engage Toyota’s new employees in the firm’s ideology of quality, teamwork, personal
development, open communication, and mutual respect.19 The initial program
takes about 4 days:20
Day 1: The first day begins early and includes an overview of the program, a
welcome to the company, and a discussion of the firm’s organizational
structure and human resource department by the firm’s human resources
vice president. He or she devotes about an hour and a half to discuss-
ing Toyota history and culture, and about 2 hours to employee benefits.
­Managers then spend several hours discussing Toyota’s commitment to
quality and teamwork.
Day 2: A typical second day focuses first on the importance of mutual respect,
teamwork, and open communication at Toyota. The rest of the day covers
topics such as safety, environmental affairs, and the Toyota production
system.
Day 3: Given the importance of working in teams at Toyota, this day begins
with 2 ½ to 3 hours devoted to communication training, such as “making
requests and giving feedback.” The rest of the day covers matters such as
240    PART 3 • TRAINING AND DEVELOPMENT

Toyota’s problem-solving methods, quality assurance, hazard communica-

tions, and safety.
Day 4: Topics today include teamwork training and the Toyota suggestion system.
This session also covers what work teams are responsible for and how to
work together as a team. The afternoon session covers fire prevention and
fire extinguisher training. By the end of day 4, new employees should be
well on their way to being engaged in Toyota’s ideology, in particular its mis-
sion of quality and its values of teamwork, continuous improvement, and
problem solving.21
The bottom line is that there’s more to orienting employees than introducing them to
new coworkers. Even without a program like Toyota’s, use the onboarding opportunity
to start instilling in the new employee the company values and traditions in which you
expect the person to become engaged.

LEARNING OBJECTIVE 8-3 Overview of the Training Process

List and briefly explain each of Directly after orientation, training should begin. Training means giving new or
the steps in the training process. current employees the skills that they need to perform their jobs, such as showing
new salespeople how to sell your product. Training might involve having the current
training jobholder explain the job to the new hire, or multiweek classroom or Internet classes.
The process of teaching new or cur- In one recent year, employers spent about $1,300 per employee on training.22
rent employees the basic skills they Training is important.23 If even high-potential employees don’t know what to
need to perform their jobs. do and how to do it, they will improvise or do nothing useful at all. Furthermore,
high achievers often begin looking for new positions due to dissatisfaction with inad-
equate training.24 Employers also know that training fosters engagement. For example,
Coca-Cola UK uses employee development plans, training, and leadership develop-
ment to attract and retain the best employees and inspire their engagement.25

KNOW YOUR EMPLOYMENT LAW

Training and the Law
Managers should understand training’s legal implications. With respect to discrimina-
tion, Title VII of the Civil Rights Act of 1964 and related legislation requires that the
employer avoid discriminatory actions in all aspects of its human resource manage-
ment process, and that applies to selecting which employees to train. Employers face
much the same consequences for discriminating against protected individuals when
selecting candidates for training as they would in selecting candidates for jobs or for
promotion.
negligent training Inadequate training can also expose the employer to liability for negligent training.
A situation where an employer As one expert puts it, “It’s clear from the case law that where an employer fails to train
fails to train adequately, and the adequately and an employee subsequently does harm to third parties, the court will find
employee subsequently harms a the employer liable.” Among other things, the employer should confirm the applicant/
third party. employee’s claims of skill and experience, provide adequate training (particularly
where employees work with dangerous equipment), and evaluate the training to ensure
that it is actually reducing risks.26 ■

Aligning Strategy and Training

The employer’s strategic plans should guide its long-range training goals.27 In essence,
the task is to identify the employee behaviors the firm will need in order to execute its
strategy, and then to deduce what skills and knowledge employees will need. Then, put
in place training goals and programs to instill these competencies. For example, with
the health-care landscape changing, the Walgreens chain had to reformulate its strategy.
It broadened its offerings, and today is the second-largest dispenser of flu shots in the
United States. Its in-store health clinics provide medical care. It purchased drugstore.com.
 CHAPTER 8 • Training and ­Developing Employees    241

The strategic changes affected the skills that Walgreens employees required, and
therefore its training and other staffing policies. For example, Walgreens established
Walgreens University. It offers more than 400 programs Walgreens employees can
take to build their skills (and even get college credit in pharmacy-related topics). For
example, some programs develop assistant store manager skills, and Walgreens in-store
health clinic nurse practitioners can take courses to expand their medical care exper-
tise. Thus, Walgreens reformulated its training (and other) HR policies to produce the
employee skills the company needed to support its new strategy.28 The accompanying
Strategic Context feature provides another example.

■■IMPROVING PERFORMANCE: THE STRATEGIC CONTEXT

Supporting AT&T’s Strategy for a Digital Future
AT&T’s strategy is to drive the company toward a new digital future (“from cables to the cloud,” to
paraphrase a top manager). But what do you do with the employees hired years ago to do very dif-
ferent jobs?29
AT&T embarked on a massive retraining program, called Workforce 2020. It had three main pillars:
Skill needs identification, training and development, and evaluation.
First, AT&T’s managers identified the skills its employees would need for its new digital future, along
with the current skills gaps, and what it called “future role profiles.” These individual profiles itemized
the skills the company and therefore each of its employees would need.
Second, AT&T helped employees identify and obtain the required training and development. For
example, it created an online employee career platform. This contains tools such as for assessing one’s
aptitudes against the jobs AT&T would need. It also contains online courses, ultra-short “nanodegree”
training programs (on coding, for instance), and access to special online graduate and undergraduate
degree programs.
Third, AT&T evaluates the effectiveness of its Workforce 2020 program in terms of Activity, Hydrau-
lics, Business Outcomes, and Sentiment. Activity means measuring things such as skills gaps. Hydraulics
means people actually moving into new roles throughout AT&T. Business outcomes means tangible
organizational improvements, for instance in efficiency. And, sentiment refers to measuring attitudes
such as employees’ inclination to recommend AT&T as a place to work.
AT&T’s Worforce 2020 program enabled its current employees to develop the skills AT&T’s digital
convergence strategy required. Over 140,000 employees were recently pursuing the learning they need
to fill AT&T’s new jobs and roles.

MyLab Management Talk About It 1

If your professor has assigned this, go to the Assignments section of www.pearson.com/
mylab/management to complete this discussion question. What other human resource
­management steps should AT&T take in order to help it achieve its digital futures strategy?

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The ADDIE Five-Step Training Process

E

BASE The employer should use a rational training process. The gold standard here is still
the basic analysis-design-develop-implement-evaluate (ADDIE) training process
model that training experts have used for years.30 As an example, one training vendor
describes its training process as follows:31
●● Analyze the training need.
●● Design the overall training program.
●● Develop the course (actually assembling/creating the training materials).
●● Implement training, by actually training the targeted employee group using
methods such as on-the-job or online training.
●● Evaluate the course’s effectiveness.
We’ll look at each step next.
242    PART 3 • TRAINING AND DEVELOPMENT

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The training needs analysis may address the employer’s strategic/longer-term training

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needs and/or its current training needs.
BASE

STRATEGIC TRAINING NEEDS ANALYSIS Strategic goals (perhaps to enter new lines of
business or to expand abroad) often mean the firm will have to fill new jobs. Strategic
training needs analysis identifies the training employees will need to fill these future
jobs. For example, when Wisconsin-based Signicast Corp. decided to build a new
high-tech plant, its top managers knew the plant’s employees would need new skills to
run the computerized machines. They worked closely with their HR team to formulate
hiring and training programs to ensure the firm would have the people required to
populate the new plant.

CURRENT EMLPLOYEES’ TRAINING NEEDS ANALYSIS Most training efforts aim to improve
current performance—specifically training new employees, and those whose perfor-
mance is deficient.
How you analyze current training needs depends on whether you’re training new
or current employees. The main task for new employees is to determine what the job
entails and to break it down into subtasks, each of which you then teach to the new
employee.
Analyzing current employees’ training needs is more complex, because you must
also ascertain whether training is the solution. For example, performance may be
down due to poor motivation. Managers use task analysis to identify new employ-
ees’ training needs, and performance analysis to identify current employees’ training
needs.

NEW EMPLOYEES: TASK ANALYSIS FOR ANALYZING TRAINING NEEDS Particularly with lower-
level workers, it’s customary to hire inexperienced personnel and train them. The aim
here is to give these new employees the skills and knowledge they need to do the job.
task analysis Task analysis is a detailed study of the job to determine what specific skills (like
A detailed study of a job to identify reading spreadsheets) the job requires. Here job descriptions and job specifications
the specific skills required. are essential. They list the job’s specific duties and skills, which are the basic reference
points in determining the training required. Managers also uncover training needs
by reviewing performance standards, performing the job, and questioning current
jobholders and supervisors.32
Some managers supplement the job description and specification with a task analy-
sis record form. This form (see Table 8-1) consolidates information regarding required
tasks and skills. As it illustrates, the form contains six columns of information, such
as “Skills or knowledge required.”

CURRENT EMPLOYEES: PERFORMANCE ANALYSIS OF TRAINING NEEDS For underperforming

current employees, you can’t assume that training is the solution. In other words, is it
performance analysis lack of training, or something else? Performance analysis is the process of verifying
Verifying that there is a performance that there is a performance deficiency and determining whether the employer should
deficiency and determining whether correct such deficiencies through training or some other means (like transferring the
that deficiency should be corrected employee).
through training or through some Performance analysis begins with comparing the person’s actual performance to
other means (such as transferring
what it should be. Doing so helps to confirm that there is a performance deficiency,
the employee).
and (hopefully) helps the manager to identify its cause. Examples of performance
deficiencies might be:
I expect each salesperson to make 10 new contracts per week, but John averages
only six.
Other plants our size average no more than two serious accidents per month;
we’re averaging five.
 CHAPTER 8 • Training and ­Developing Employees    243

TABLE 8-1 Sample Task Analysis Record Form

Task List When and How Quantity and Conditions Under Skills or Where Best
Often Performed Quality of Which Performed Knowledge Learned
Performance Required
1. Operate paper cutter 4 times per day Noisy pressroom:
distractions
1.1 Start motor 4 times per day On the job
1.2 Set cutting distance ±tolerance of Read gauge On the job
0.007 in.
1.3 Place paper on cut- Must be completely Lift paper correctly On the job
ting table even to prevent
uneven cut
1.4 Push paper up to Must be even On the job
cutter
1.5 Grasp safety release 100% of time, for Essential for safety On the job but
with left hand safety practice first with
no distractions
1.6 Grasp cutter release Must keep both On the job but
with right hand hands on releases practice first with
no distractions
1.7 Simultaneously pull Must keep both On the job but
safety release with hands on releases practice first with
left hand and cutter no distractions
release with right
hand
1.8 Wait for cutter to 100% of time, for Must keep both On the job but
retract safety hands on releases practice first with
no distractions
1.9 Retract paper Wait until cutter On the job but
retracts practice first with
no distractions
1.10 Shut off 100% of time, for On the job but
safety practice first with
no distractions
2. Operate printing
press
2.1 Start motor

Note: Task analysis record form showing some of the tasks and subtasks performed by a printing press operator.

Ways to identify how a current employee is doing include

●● Performance appraisals
●● Job-related performance data (including productivity, absenteeism and tardiness,
grievances, waste, late deliveries, product quality, repairs, and customer complaints)
●● Observations by supervisors or other specialists
●● Interviews with the employee or his or her supervisor
●● Tests of things like job knowledge, skills, and attendance
●● Attitude surveys
●● Individual employee daily diaries
●● Assessment center results
●● Special performance gap analytical software, such as from Saba Software, Inc.
CAN’T DO/WON’T DO Uncovering why performance is down is the heart of performance
analysis. The aim here is to distinguish between can’t-do and won’t-do problems.
First, determine whether it is a can’t-do problem and, if so, its specific causes.
244    PART 3 • TRAINING AND DEVELOPMENT

For example: The employees don’t know what to do or what your standards are; there
are obstacles such as lack of tools or supplies; there are no job aids (such as color-
coded wires that show assemblers which wire goes where); you’ve hired people who
haven’t the required skills; or training is inadequate.
Or, it might be a won’t-do problem. Here employees could do a good job if they
wanted to. One expert says, “Perhaps the biggest trap that trainers fall into is [devel-
oping] training for problems that training just won’t fix.”33 For instance, the better
solution might be to change the incentives.
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COMPETENCY PROFILES AND MODELS IN TRAINING AND DEVELOPMENT Employers often

focus on building work-related competencies or skills.34 The competency model
E

BASE
consolidates, usually in one diagram, a precise overview of the competencies some-
one would need to do the job well. Figure 4-10 (on page 122) was one example. For
competency model example, the Association for Talent Development (ATD) built a competencies model
A graphic model that consolidates,
for the job of training and development professional. It includes 10 core trainer
usually in one diagram, a precise
overview of the competencies (the
competencies, including being able to achieve performance improvement, instruc-
knowledge, skills, and behaviors) tional design, and training delivery. As one competency example, the model describes
someone would need to do a instructional design as “designing, creating, and developing formal learning solutions
job well. to meet organizational needs; analyzing and selecting the most appropriate strategy,
methodologies, and technologies to maximize the learning experience and
impact.”35 Training a trainer would thus require, for instance, making sure he or she
could, once training is complete, exhibit these skills and knowledge (competencies).36
Competencies-oriented training is similar to other training. Trainees often learn
through a mix of real-world exercises, teamwork, classes, and online resources, under
a learning coach; the aim is to show mastery of particular competencies.37 This often
involves starting with a list of competencies to be learned, criteria for assessing com-
petencies mastery, and examples of the competencies (such as using a spreadsheet).
Students then complete their projects and assessors evaluate their competencies.

Designing the Training Program

Armed with the needs analysis results, the manager next designs the training pro-
gram. Design means planning the overall training program including training objec-
tives, delivery methods, and program evaluation. Substeps include setting performance
objectives, creating a detailed training outline (all training program steps from start to
finish), choosing a program delivery method (such as lectures or Web), and verifying
the overall program design with management.

Most employers can build

training programs based
on existing online and
offline content offered by
training content providers.
Tinpixels/Getty Images
 CHAPTER 8 • Training and ­Developing Employees    245

The design should include summaries of how you plan to set a training environ-
ment that motivates your trainees both to learn and to transfer what they learn to the
job. It is also here that the manager reviews possible training program content (includ-
ing workbooks, exercises, and activities), and estimates a training program budget.38 If
the program will use technology, the manager should include a review of the technology
as part of the analysis.39 We’ll look more closely next at several specific design issues.

SETTING LEARNING OBJECTIVES40 At the outset, the trainer should clearly define the
program’s desired learning outcomes.41 “Clients” will usually phrase their training
requests in broad terms, such as “we need sales training.” It’s the trainer’s job to
unearth the reasons behind the request, so as to formulate tangible program outcomes
(such as “improved product knowledge”).
Training, development, learning, or (more generally) instructional objectives should
specify in measurable terms what the trainee should be able to do after successfully
completing the training program.42 For example:
The technical service representative will be able to adjust the color guidelines on
this HP Officejet All-in-One printer copier within 10 minutes according to the
device’s specifications.
The learning objectives should first address any performance deficiencies that
you identified. Thus, if the sales team’s sales are 40% too low, the objectives should
focus on ensuring that the team members get the product knowledge they need to
boost sales. But at the same time, the learning objectives must be practical, given
the constraints.
One constraint is financial. The employer will generally want to see and approve
a training budget for the program. Typical costs include the development costs (of
­having, say, a human resource specialist working on the program for a week or two),
the direct and indirect (overhead) costs of the trainers’ time, participant compensation
(for the time they’re actually being trained), and the cost of evaluating the program.
There are algorithms for estimating training program costs, for instance, in terms of
labor hours and direct costs.43 The question, of course, isn’t just “Can we afford this
program?” but “Does it pay to spend this much, given the benefits we’ll receive—will
it improve performance, and if so by how much?” Therefore, prepare to defend the
program on a benefits-versus-costs basis.
There are also other constraints to consider. For example, time constraints may
require reducing three or four desirable learning objectives to one or two.

CREATING A MOTIVATIONAL LEARNING ENVIRONMENT Municipalities running programs

for traffic violators know there’s often no better way to get someone’s attention than
to present a terrifying video accident. They know the best training starts not with a
lecture but by making the material meaningful.
The same is true at work. Learning requires both ability and motivation, and the
training program’s design should accommodate both. In terms of ability, the learner–
trainee needs (among other things) the required reading, writing, and mathematics
skills. Trainees are rarely homogeneous, for instance, in terms of intellectual capacity.
In setting the learning environment, the manager therefore should address several
trainee-ability issues. For example, how will our program accommodate differences in
trainee abilities? Do we need to provide remedial training?
Second, the learner must also be motivated. No manager should waste his or her
time showing a disinterested employee how to do something (even if he or she has the
requisite ability).
Many books exist on how to motivate employees, but several specific observations
are pertinent here.44 The training program’s effects will be diminished if trainees return
to their jobs to snide comments such as, “I hope you liked your little vacation” from
colleagues. Therefore, the low-hanging fruit in motivating trainees is to make sure the
trainee’s peers and supervisor support the training effort. Ideally, particularly for larger
programs, top management should visibly support the program. Beyond that, various
246    PART 3 • TRAINING AND DEVELOPMENT

motivation theories provide useful guidance. From behavior modification, we know

that the training should provide opportunities for positive reinforcement. “Expectancy
theory” shows us that the trainees need to know they have the ability to succeed in the
program, and that the value to them of completing the program is high. Self-efficacy
is crucial—trainees must believe they have the capacity to succeed. We can summarize
such motivational points as follows.
MAKE THE LEARNING MEANINGFUL Learners are more motivated to learn something that
has meaning for them. Therefore:
1. Provide a bird’s-eye view of the material that you are going to present. For
example, show why it’s important, and provide an overview.45
2. Use familiar examples.
3. Organize the information so you can present it logically.
4. Use familiar terms and concepts.
5. Use visual aids.
6. Create a perceived training need in trainees’ minds.46 In one study, pilots who
experienced pretraining accident-related events subsequently learned more from
an accident-reduction training program than did those experiencing fewer such
events.47 Similarly, “before the training, managers need to sit down and talk with
the trainee about why they are enrolled in the class, what they are expected to
learn, and how they can use it on the job.” Creating “a desire to learn is crucial.”48
7. Goal setting is important. In one study, some trainees set goals at the start of
the program for the skills they were being taught. After training, they were rated
more highly on these skills than were those who hadn’t set goals.49
MAKE SKILLS TRANSFER OBVIOUS AND EASY Make it easy to transfer new skills and behav-
iors from the training site to the job site:
1. Maximize the similarity between the training situation and the work situation.
2. Provide adequate practice.
3. Label or identify each feature of the machine and/or step in the process.
4. Direct the trainees’ attention to important aspects of the job. For example, if
you’re training a customer service rep to handle calls, explain the different types
of calls he or she will encounter.50
5. Provide “heads-up” information. For example, supervisors often face stressful
conditions. You can reduce the negative impact by letting supervisory trainees
know they might occur.51
6. Trainees learn best at their own pace. If possible, let them pace themselves.
7. Intermingle opportunities for trainees to use their new skills or knowledge
throughout the training.52
REINFORCE THE LEARNING Make sure the learner gets plenty of feedback. In particular:
1. Trainees learn best when the trainers immediately reinforce correct responses,
perhaps with a quick “well done.”
2. Learning diminishes late in the day. Partial-day training is generally superior to
full-day training.
3. Provide follow-up assignments at the close of training, so trainees are reinforced
by applying back on the job what they’ve learned.53
4. Incentivize. For example, Hudson Trail Outfitters offers trainees incentives of
outdoor gear for completing training program segments.54
ENSURE TRANSFER OF LEARNING TO THE JOB Less than 35% of trainees seem to be trans-
ferring what they learned to their jobs a year after training. Improving on that requires
steps at each training stage. Prior to training, get trainee and supervisor input in design-
ing the program, institute a training attendance policy, and encourage employees to
participate.
During training, provide trainees with training experiences and conditions (sur-
roundings, equipment) that resemble the actual work environment.
 CHAPTER 8 • Training and ­Developing Employees    247

After training, reinforce what trainees learned, for instance, reward employees
for using new skills.55

TRENDS SHAPING HR: DIGITAL AND SOCIAL MEDIA

When designing the program, a key question is how to deliver it. Increasingly, this
the cloud occurs via “the cloud.” Basically, the cloud refers to placing software programs and
Refers to placing software programs services on vendors’ remote servers, from which they can then deliver these programs
and services on vendors’ remote and services seamlessly to employees’ digital devices.
servers, from which they can then Cloud-based training revolutionized training, by enabling employers to outsource
deliver these programs and services much or all of their training activities. Because the vendor hosts both the courses and
seamlessly to employees’ digital
the overall learning management system, the employer need not concern itself with
devices.
setting up or updating the programs on its own computers; the vendor manages the
software. Furthermore, the more advanced cloud-based learning management systems
let trainees access the training software and courses from wherever they are, using a
variety of mobile devices. This not only improves convenience, but also facilitates
collaboration among employees when, for instance, they’re working together on a
training project. ■

Developing the Program

Program development means actually assembling the program’s training content and
materials. It means choosing the specific content the program will present, as well as
designing/choosing the specific instructional methods (lectures, cases, Web-based, and
so on) you will use. Training equipment and materials include (for example) iPads,
workbooks, lectures, PowerPoint slides, Web- and computer-based activities, course
activities, and trainer resources (manuals, for instance).
Some employers create their own training content, but there’s also a vast selec-
tion of online and offline content. The Association for Talent Development’s Web site
(www.td.org) illustrates the many off-the-shelf training and development offerings avail-
able. It includes certificate programs on topics such as coaching, consulting skills, and
presentation skills, as well as online workshops on hundreds of topics such as game
design, survey design, and developing a mentoring program. (Trainers Warehouse and
HRdirect are among many other suppliers.)56

MyLab Management Apply It!

What do you think of how Wilson Learning conducts its training programs? If your professor has
assigned this activity, go to the Assignments section of www.pearson.com/mylab/management to
complete the video exercise.

HR in Action at the Hotel Paris As Lisa and the CFO reviewed measures of the Hotel
Paris’s current training efforts, it was clear that some changes were in order. Most other service
companies provided at least 40 hours of training per employee per year, while the Hotel Paris
offered, on average, no more than five or six. To see how they handled this, see the case on
pages 271–272.

LEARNING OBJECTIVE 8-4 Implementing the Training Program

Explain how to use five training
Once you design and develop the training program, management can implement and
techniques.
then evaluate it. Implement means actually provide the training, using one or more of
the instructional methods we discuss next.
Note first that there are several practical steps one can take before, during, and
after the actual training to improve trainees’ learning and engagement:
Before the actual training, send announcements far in advance, provide direc-
tions, provide a contact, and make sure participants have pretraining materials.
248    PART 3 • TRAINING AND DEVELOPMENT

During training, make sure all participants have a point of contact in case they
have questions or need guidance.
After training, remember training does not end when the program ends. Instead,
periodically ascertain that trainees are transferring their learning to the job.57
K NO WLE

DG
On-the-Job Training
BASE E We’ll see that much training today takes place online or uses other digital tools such
as iPhones or iPads. However, much training is still in-person and interpersonal, as
on-the-job training notably illustrates.
on-the-job training (OJT) On-the-job training (OJT) means having a person learn a job by actually doing
Training a person to learn a job it. Every employee, from mailroom clerk to CEO, should get on-the-job training when
while working on it. he or she joins a firm. In many firms, OJT is the only training available.58

TYPES OF ON-THE-JOB TRAINING The most familiar on-the-job training is the coach-
ing or understudy method. Here, an experienced worker or the trainee’s supervisor
trains the employee. This may involve simply observing the supervisor, or (preferably)
having the supervisor or job expert show the new employee the ropes, step-by-step.
On-the-job training was part of multifaceted training at Men’s Wearhouse, which
combined on-the-job training with comprehensive initiation programs and continuing-
education seminars. Every manager was accountable for developing his or her subordi-
nates.59 Job rotation, in which an employee (usually a management trainee) moves from
job to job at planned intervals, is another OJT technique. Special assignments similarly
give lower-level executives firsthand experience in working on actual problems.
Do not take the on-the-job training effort for granted. Instead, plan out and struc-
ture the OJT experience. Train the trainers themselves (often the employees’ supervi-
sors), and provide training materials. (They should know, for instance, how to motivate
learners). Because low expectations may translate into poor trainee performance,
supervisor/trainers should emphasize their high expectations. Effective coaching is
essential. In one study of pharmaceuticals sales representatives, supervisors’ coach-
ing skills were associated with significant differences in goal attainment between sales
districts.60
Many firms use peer training for OJT.61 For example, some adopt “peer-to-peer
development.” The employer selects several employees who spend several days per
week over several months learning what the technology or change will entail, and
then spread the new skills and values to their colleagues back on the job.62 Others use
employee teams to analyze jobs and prepare training materials. Some teams reportedly
conduct task analyses more quickly and effectively than did training experts. Figure 8-1
presents steps to help ensure OJT success.63

Apprenticeship Training
apprenticeship training Apprenticeship training is a process by which people become skilled workers, usu-
A structured process by which peo- ally through a combination of formal learning and long-term on-the-job training,
ple become skilled workers through often under a master craftsperson’s tutelage. When steelmaker Dofasco (now part of
a combination of classroom instruc- ArcelorMittal) discovered that many of its employees would be retiring within 5 to
tion and on-the-job training.
10 years, it revived its apprenticeship program. New recruits spent about 32 months
learning various jobs under the tutelage of experienced employees.64
Many apprenticeships pay well. For example, at the Tennessee Valley Authority,
starting apprentices earn about $40,000 a year and can earn up to $65,000, before
moving onto $75,000 jobs as linemen.65 The Manufacturing Institute provides a
step-by-step manual for creating apprenticeship programs.66
The U.S. Department of Labor promotes apprenticeship programs. More than
460,000 apprentices participate in 28,000 programs, and registered programs can
receive federal and state contracts and other assistance.67 The Trump administration
recently proposed boosting government spending on its Apprenticeship USA program,
to encourage more employers to offer apprenticeships.68
Figure 8-2 lists popular apprenticeships.
 CHAPTER 8 • Training and ­Developing Employees    249

FIGURE 8-1 Steps in Step 1: Prepare the learner

­On-the-Job Training
1. Put the learner at ease.
2. Explain why he or she is being taught.
3. Create interest and find out what the learner already knows about the job.
4. Explain the whole job and relate it to some job the worker already knows.
5. Place the learner as close to the normal working position as possible.
6. Familiarize the worker with equipment, materials, tools, and trade terms.

Step 2: Present the operation

1. Explain quantity and quality requirements.

2. Go through the job at the normal work pace.
3. Go through the job at a slow pace several times, explaining each step. Between
operations, explain the difficult parts, or those in which errors are likely to be made.
4. Again, go through the job at a slow pace several times; explain the key points.
5. Have the learner explain the steps as you go through the job at a slow pace.

Step 3: Do a tryout

1. Have the learner go through the job several times, slowly, explaining each step to
you. Correct mistakes and, if necessary, do some of the complicated steps the first
few times.
2. Run the job at the normal pace.
3. Have the learner do the job, gradually building up skill and speed.
4. Once the learner can do the job, let the work begin, but don’t abandon him or her.

Step 4: Follow-up

1. Designate to whom the learner should go for help.

2. Gradually decrease supervision, checking work from time to time.
3. Correct faulty work patterns before they become a habit. Show why the method
you suggest is superior.
4. Compliment good work.

Informal Learning
Training experts use the notation “70/20/10” to show that as a rule, 70% of job
learning occurs informally on or off the job, 20% reflects social interactions (for
instance, among employees on the job), and only 10% is actual formal training.69
A sampling of what would constitute informal training would include participating
in meetings, coaching other people, attending conferences, searching the Internet
for information, working with customers, job rotation, reading books and journals,
playing video games, and watching TV.70

FIGURE 8-2 Some Popular

The U.S. Department of Labor’s Registered Apprenticeship program offers access to more than
Apprenticeships 1,000 occupations, such as the following:
Source: From Available
­Occupations, www.doleta.gov/ • Able seaman
OA/occupations.cfm, accessed • Carpenter
March 4, 2018. This lists • Chef
­apprenticeships by city and state. • Child care development specialist
• Construction craft laborer
• Dental assistant
• Electrician
• Elevator constructor
• Fire medic
• Law enforcement agent
• Over-the-road truck driver
• Pipefitter
250    PART 3 • TRAINING AND DEVELOPMENT

Employers facilitate informal learning. For example, one Siemens plant places
tools in cafeteria areas to take advantage of the work-related discussions taking place.
Even installing whiteboards with markers can facilitate informal learning.71 Google
supports on-site cafeterias, with free or subsidized food. Employees eat together, and
through their interactions learn new ideas and build stronger relationships.72

Job Instruction Training

Many jobs consist of a sequence of steps best learned step-by-step. Such step-by-step
job instruction training (JIT) training is called job instruction training (JIT). First, list the job’s required steps
Listing each job’s basic tasks, along (let’s say for using a mechanical paper cutter) each in its proper sequence. Then list a
with key points, in order to provide corresponding “key point” (if any) beside each step. The steps in such a job instruc-
step-by-step training for employees. tion training sheet show trainees what to do, and the key points show how it’s to be
done—and why, as follows:

Steps Key Points

1. Start motor None
2. Set cutting distance Carefully read scale—to prevent wrong-sized cut
3. Place paper on cutting table Make sure paper is even—to prevent uneven cut
4. Push paper up to cutter Make sure paper is tight—to prevent uneven cut
5. Grasp safety release with left hand Do not release left hand—to prevent hand from
being caught in cutter
6. Grasp cutter release with right hand Do not release right hand—to prevent hand
from being caught in cutter
7. Simultaneously pull cutter and safety Keep both hands on corresponding
releases releases—avoid hands being on cutting table
8. Wait for cutter to retract Keep both hands on releases—to avoid having
hands on cutting table
9. Retract paper Make sure cutter is retracted; keep both hands
away from releases
10. Shut off motor None

As another example, the “van exit” steps UPS teaches drivers include: Shift into
the lowest gear or into park; turn off the ignition; apply the parking brake; release the
seatbelt with left hand; open the door; place the key on your ring finger.73

Lectures
Lecturing is a quick and simple way to present knowledge to large groups of trainees,
as when the sales force needs to learn a new product’s features.74 Here are some guide-
lines for presenting a lecture:75
●● Don’t start out on the wrong foot, for instance, with an irrelevant joke.
●● Speak only about what you know well.
●● Remember that clarity is king: make sure your audience is clear about what
you’re saying.
●● Give your listeners signals. For instance, if you have a list of items, start by
saying something like, “There are four reasons why the sales reports are
necessary. . . . The first. . . .”
●● Use anecdotes and stories to show rather than tell.
●● Be alert to your audience. Watch body language for negative signals like fidget-
ing or boredom.
●● Maintain eye contact with the audience.
●● Make sure everyone can hear. Repeat questions that you get from
trainees.
●● Leave hands hanging naturally at your sides.
●● Talk from notes or PowerPoint slides, rather than from a script.
 CHAPTER 8 • Training and ­Developing Employees    251

●● Break a long talk into a series of short talks. Don’t give a short overview and
then spend a 1-hour presentation going point by point through the material.
Break the long talk into a series of 10-minute talks, each with its own introduc-
tion. Write brief PowerPoint slides, and spend about a minute on each. Each
introduction highlights what you’ll discuss, why it’s important to the audience
members, and why they should listen to you.76
●● Practice. If possible, rehearse under conditions similar to those under which you
will actually give your presentation.

Programmed Learning
programmed learning Whether the medium is a textbook, iPad, or the Internet, programmed learning is a
A systematic method for teaching step-by-step, self-learning method that consists of three parts:
job skills, involving presenting ques-
tions or facts, allowing the person 1. Presenting questions, facts, or problems to the learner
to respond, and giving the learner 2. Allowing the person to respond
immediate feedback on the accuracy 3. Providing feedback on the accuracy of answers, with instructions on what
of his or her answers. to do next
Generally, programmed learning presents facts and follow-up questions frame by
frame. What the next question is often depends on how the learner answers the previ-
ous question. The built-in feedback from the answers provides reinforcement.
Programmed learning reduces training time. It also facilitates learning by letting
trainees learn at their own pace, get immediate feedback, and reduce their risk of error.
Some argue that trainees do not learn much more from programmed learning than
from a textbook. Yet studies generally support programmed learning’s effectiveness.77
In addition to the usual programmed learning, computerized intelligent tutoring sys-
tems learn what questions and approaches worked and did not work for the learner,
and then adjust the instructional sequence to the trainee’s unique needs.

Behavior Modeling
behavior modeling Behavior modeling involves (1) showing trainees the right (or “model”) way of
A training technique in which train- doing something, (2) letting trainees practice that way, and then (3) giving feedback
ees are first shown good manage- on the trainees’ performance. Behavior modeling is one of the most widely used,
ment techniques in a film, are asked well-researched, and highly regarded psychologically based training interventions.78 The
to play roles in a simulated situation, basic procedure is as follows:
and are then given feedback and
praise by their supervisor. 1. Modeling. First, trainees watch live or video examples showing models behaving
effectively in a problem situation. Thus, the video might show a supervisor effec-
tively disciplining a subordinate, if teaching “how to discipline” is the aim of the
training program.
2. Role-playing. Next, the trainees get roles to play in a simulated situation; here
they are to practice the effective behaviors demonstrated by the models.
3. Social reinforcement. The trainer provides reinforcement in the form of praise
and constructive feedback.
4. Transfer of training. Finally, trainees are encouraged to apply their new skills
when they are back on their jobs.

Audiovisual-Based Training
Although increasingly replaced by Web-based methods, audiovisual-based training
techniques like DVDs, films, PowerPoint, and audiotapes are still used.79 The Ford
Motor Company uses videos in its dealer training sessions to simulate problems and
reactions to various customer complaints, for example.

Vestibule Training
With vestibule training, trainees learn on the actual or simulated equipment but are
trained off the job (perhaps in a separate room or vestibule). Vestibule training is nec-
essary when it’s too costly or dangerous to train employees on the job. Putting new
assembly-line workers right to work could slow production, for instance, and when
252    PART 3 • TRAINING AND DEVELOPMENT

safety is a concern—as with pilots—simulated training may be the only practical alter-
native. As an example, UPS uses a life-size learning lab to provide a 40-hour, 5-day
realistic training program for driver candidates.80

Electronic Performance Support Systems (EPSS)

electronic performance Electronic performance support systems (EPSS) are computerized tools and dis-
support systems (EPSS) plays that automate training, documentation, and phone support.81 When you call a
Sets of computerized tools and Dell service rep, he or she is probably asking questions prompted by an EPSS; it takes
displays that automate training, you both, step-by-step, through an analytical sequence. Without the EPSS, Dell would
documentation, and phone support;
have to train its service reps to memorize an unrealistically large number of solutions.
integrate this automation into appli-
Clients such as Oracle, HP, and L’Oréal use customized EPSS solutions from Whatfix
cations; and provide support that’s
faster, cheaper, and more effective
(https://whatfix.com/reviews/).82
than traditional methods. Performance support systems are modern job aids. Job aids are sets of instruc-
tions, diagrams, or similar methods available at the job site to guide the worker.83 Job
job aid aids work particularly well on complex jobs that require multiple steps, or where it’s
A set of instructions, diagrams, or dangerous to forget a step. For example, airline pilots use job aids (a checklist of things
similar methods available at the job to do prior to takeoff).
site to guide the worker.

Videoconferencing
Videoconferencing involves delivering programs over broadband lines, the Internet,
or satellite. Vendors such as Cisco offer videoconference products such as Webex and
TelePresence.84 Cisco’s Unified Video Conferencing (CUVC) product line combines
Cisco group collaboration and decision-making software with videoconferencing,
video telephony, and realistic “TelePresence” capabilities.85

Computer-Based Training
Computer-based training (CBT) uses interactive computer-based systems to increase
knowledge or skills. For example, employers use CBT to teach employees safe methods
for avoiding falls. The system lets trainees replay the lessons and answer questions and
is especially effective when paired with actual practice under a trainer.86
Computer-based training is increasingly realistic. For example, interactive multi-
media training integrates text, video, graphics, photos, animation, and sound to cre-
ate a complex training environment with which the trainee interacts.87 In training a
physician, for instance, such systems let medical students take a hypothetical patient’s
medical history, conduct an examination, and analyze lab tests. The students can then
interpret the data and make a diagnosis.

SIMULATED LEARNING AND GAMING “Simulated learning” means different things to

different people. A survey asked training professionals what experiences qualified
as simulated learning experiences. Answers included “virtual reality-type games,”
“step-by-step animated guide,” “scenarios with questions and decision trees overlaying
animation,” and “online role-play with photos and videos.”88
The U.S. Armed Forces use simulation-based training programs. For example, the
army developed video game–type training programs called Full-Spectrum Command
and Full-Spectrum Warrior for training troops in urban warfare. They offer realistic
“you are there” features and cultivate real-time leadership and decision-making skills.89
Many employers use computerized simulations (sometimes called interactive learn-
ing) to inject realism into their training. Orlando-based Environmental Tectonics Cor-
poration created an Advanced Disaster Management simulation for emergency medical
response trainees. One simulated scenario involves a plane crash. So realistic that it’s
“unsettling,” trainees including firefighters and airport officials respond to the simu-
lated crash’s sights and sounds via pointing devices and radios.90 The Cheesecake Fac-
tory uses a simulation that shows employees how to build the “perfect hamburger.”91
Specialist multimedia companies such as Simulation Development Group
(www.simstudios.com) produce programs like these. They produce custom titles as well
as generic programs, for instance for leadership development.
 CHAPTER 8 • Training and ­Developing Employees    253

Virtual reality puts the

trainee in an artificial
three-dimensional envi-
ronment that simulates
events and situations
experienced on the job.

Egor Kotenko/123RF

Virtual reality (VR) puts the trainee in an artificial three-dimensional environment

that simulates events and situations experienced on the job.92 Sensory devices transmit
how the trainee is responding to the computer, and the trainee “sees, feels, and hears”
what is going on, assisted by special goggles and sensory devices.93 Several National
Football League teams use VR to train their quarterbacks in going through plays, and
thousands of students have taken virtual field trips via Google’s VR pioneer expedi-
tions program.94 Facebook’s purchase of virtual reality glasses maker Oculus VR Inc.
highlights virtual reality’s growing potential.95
Training games needn’t be complicated. For example, the trainers at Korea Gin-
seng Corporation (a leader in health-foods) wrote games accessible through app inter-
faces. Each round of each game is comprised of five multiple-choice quizzes. The more
answers the employees get right and the quicker they give their answers, the more
points they earn. The trainee/players compete against each other, with the top trainees
profiled publicly with their names and pictures.96
Online/Internet-Based Training
Most employers are moving from classroom-based to online-based learning because of
the efficiencies involved. For example, until recently, Utah-based Clearlink’s employee
training was classroom based. Sales agents often returned to the field without being
tested on what they learned, and in general the training was less than effective. Clearlink
switched to online learning. Its trainers turned from classroom training to creating new
online e-learning courses and monitoring training results. The agents were relieved to be
able to get their training on demand without interfering with their daily duties. The com-
pany estimates it saved almost $800,000 in one recent year by digitizing its training.97
Employers use online learning to deliver almost all the types of training we’ve dis-
cussed to this point. For example, China’s state-owned postal service, China Post, created
a center to manage its online training college, which now delivers about 9,000 hours
of training annually, offering over 600 programs.98 ADP trains new salespeople online,
using a Blackboard learning management system similar to one used by college students.99
Learning management systems (LMS) are special software tools that support
online training by helping employers identify training needs and to schedule, deliver,
assess, and manage the online training itself. GM uses an LMS to help dealers deliver
training. The LMS includes a course catalog, supervisor-approved self-enrollment,
and pre- and postcourse tests.100 Other typical LMS features include a course library,
254    PART 3 • TRAINING AND DEVELOPMENT

quizzes, reports and dashboards (for monitoring training performance), gamification

elements (such as points and badges), messaging and notification systems, and a facil-
ity for scheduling and delivering both virtual and classroom training.101
Online learning doesn’t necessarily teach individuals faster or better.102 But, of
course, the need to teach large numbers of students remotely, or to enable trainees
to study at their leisure, often makes e-learning attractive.103 Some employers opt for
blended learning. Here, trainees use multiple delivery methods (such as manuals, in-class
lectures, and Web-based seminars or “webinars”) to learn the material.104 Thus, the tool
manufacturer Stihl offers prospective tool and die makers online learning combined with
hands-on technical training classes.105 We’ll look closer at some online learning elements.
WLE
K NO

DG

LEARNING PORTALS A learning portal offers employees online access to training courses.
E

Many employers arrange to have an online training vendor make its courses available
BASE
via the employer’s portal. Most often, the employer contracts with application service
providers (ASPs). When employees go to their firm’s learning portal, they actually link
to the menu of training courses that the ASP offers for the employer.
Suppliers of learning portals include Pathgather (www.pathgather.com), and PwC’s
L&D app.106 Skillsoft (www.skillsoft.com) offers access to thousands of cases, courses,
webinars, and other education content. Grovo (www.grovo.com/content) offers short,
micro learning content. Open Sesame (www.opensesame.com) combines and curates
thousands of online courses from various sources, in Business Skills, Safety, Compli-
ance, Technology, Industry, and Specific Certifications.107 Employers such as L’Oréal,
Marks & Spencer, and AT&T help their employees enroll in moocs (massive open
online courses), widely available through platforms such as Coursera and EDX.
virtual classroom THE VIRTUAL CLASSROOM A virtual classroom uses collaboration software to enable
Teaching method that uses special multiple remote learners, using their PCs, tablets, or laptops, to participate remotely in
collaboration software to enable live audio and visual discussions, communicate via written text, and learn via content
multiple remote learners, using such as PowerPoint slides.
their PCs or laptops, to participate The virtual classroom combines the best of online learning offered by syst­ems
in live audio and visual discussions,
like Blackboard with live video and audio.108 Thus, Elluminate Live! lets learners
communicate via written text, and
learn via content such as PowerPoint
view video, collaborate with colleagues, and learn with shared PowerPoint slides.109
slides. MOBILE AND MICRO LEARNING More and more learning and development is being
“microsized” and delivered through mobile devices.110
Mobile learning (or “on-demand learning”) means delivering learning content
on the learner’s demand, via mobile devices like smart phones, laptops, and tablets,
wherever and whenever the learner has the time and desire to access it.111 For exam-
ple, trainees can take full online courses using dominKnow’s (www.dominknow.com)
iPhone-optimized Touch Learning Center Portal.112
Most large employers distribute internal communications and training via mobile
devices.113 Employees at CompuCom Systems Inc. access instruction manuals through
mobile devices; the company subsidizes employee purchases of smart phones or tab-
lets to facilitate this. J. P. Morgan encourages employees to use instant messaging, for
instance, to update colleagues about new products quickly. Natural user interfaces such as
Apple’s Siri facilitate such training.114
The essential requirement here is to link desired outcomes (such as quickly brush-
ing up on “how to close a sale”) with concise and targeted micro lessons.115 IBM uses
mobile learning to deliver just-in-time information (for instance, about new product
features) to its sales force. To facilitate this, its training department often breaks up,
say, an hour program into “micro” 10-minute pieces. Such “micro learning” training
requires “stripping down” the message to its essentials.116 Graphics and videos improve
the learning experience.
Employers also use social media such as LinkedIn, Facebook, and Twitter, and virtual
worlds like Second Life to communicate company news and messages and to provide
training.117 For example, British Petroleum (BP) uses Second Life to train new gas sta-
tion employees. The aim here is to show new gas station employees how to use the safety
features of gasoline storage tanks. BP built three-dimensional renderings of the tank
 CHAPTER 8 • Training and ­Developing Employees    255

Web 2.0 learning systems in Second Life. Trainees use these to “see” underground and observe the effects
Training that uses online ­technologies of using the safety devices.118
such as social ­networks, virtual Web 2.0 learning is learning that utilizes online technologies such as social
worlds (such as Second Life), and ­networks, virtual worlds (such as Second Life), and systems blending synchronous and
systems that blend synchronous and
asynchronous delivery with blogs, chat rooms, bookmark sharing, and tools like 3-D
asynchronous delivery with blogs,
chat rooms, bookmark sharing, and
simulations.119 Collaborative peer forums require trainee teams to virtually “sell” their
tools such as 3-D simulations.
sales solution to an executive.120 Scenario-based e-learning involves inserting realistic
problems (“work scenarios”) into trainees’ e-learning lessons.121

Diversity Counts: Online Accessibility

Various laws and initiatives require that individuals with handicaps have full access to
online training courses and content.122 For example, the Web Content ­Accessibility
Guidelines 2.0123 requires that educational and training content be perceivable,
­operable, understandable, and robust for people with handicaps. Perceivable means, for
instance, that the program provides captions for multimedia and enables them to see
and hear content. Operable means, for instance, that users have enough time to use the
content. Understandable means the text is readable and understandable. Robust means
the program is compatible with browsers and user tools. ■

■■HR AND THE GIG ECONOMY: ON-DEMAND MICRO LEARNING AT UBER124

If you think all those Uber drivers simply go on the road with no formal training, you’re wrong. There
are hundreds of things those drivers must know about driving for Uber—from how to use the Uber
app and driving systems, to how to greet and deal with customers—and Uber needs to train more than
30,000 new drivers every week. How do they do it?
Uber’s training challenge is similar to that of most firms that rely on gig workers. The main prob-
lems are (1) the trainees aren’t permanent employees but largely just “passing through,” so you must
carefully control what you invest in their training; and (2) the workers are all working on their own
schedules, so training must be available when each worker wants it, on demand.
So, the short answer to “How does Uber do it?” is that driver training is online, on-demand, and
delivered in microparcels. Uber uses a learning management system called MindFlash, which offers its
clients around the globe thousands of courses, often focused on training gig workers like Uber’s.125
Among other benefits, the MindFlash system provides real-time reporting of trainees’ results, so Uber
knows if a driver is ready to go to work.
Gig-friendly training programs like Uber’s have several characteristics. First, everyone involved—
management, HR, and especially the gig workers—submit detailed “blueprints” of the workers’ daily
activities, from which workers’ (in this case drivers’) duties, skills and knowledge, and required training
can be ascertained. Then, the courses are split into short digestible microcourses, stored on the vendor’s
cloud, and delivered on demand to each worker’s mobile device when he or she wants it.

Lifelong and Literacy Training Techniques

lifelong learning Lifelong learning means providing employees with continuing learning experiences
Provides employees with continuing over their time with the firm, with the aim of ensuring they have the opportunity
learning experiences over their ten- to learn the skills they need to do their jobs and to expand their horizons. Lifelong
ure with the firm, with the aims of learning may thus range from basic remedial skills (for instance, English as a second
ensuring they have the opportunity
language) to college degrees. So, for example, a restaurant server might work dur-
to learn the skills they need to do
ing the day and pursue a college degree at night, through an employer-subsidized
their jobs and to expand their occu-
pational horizons.
lifelong learning program. Some states support lifelong learning with tax credits. For
example, Washington State’s Workforce Board offers state employers a lifelong learn-
ing account (LiLA) program. Somewhat similar to 401(k) plans, LiLA plans accept
employer and employee contributions (without the tax advantages of 401(k) plans),
and the employee can use these funds to better himself or herself.126
LITERACY TRAINING By one estimate, about one in seven workers can’t read their
employers’ manuals.127
Employers often turn to private firms like Education Management Corporation
to provide the requisite education.128 Another simple approach is to have supervisors
teach basic skills by giving employees writing and speaking exercises.129 For example, if
256    PART 3 • TRAINING AND DEVELOPMENT

an employee needs to use a manual to find out how to change a part, teach that person
how to use the index to locate the relevant section. Some call in teachers from a local
high school. The National Center for Literacy Education provides source material and
suggestions for literacy training.130
DIVERSITY TRAINING Diversity training aims to improve cross-cultural sensitivity, so
as to foster more harmonious working relationships among a firm’s employees. It
typically includes improving interpersonal skills, understanding and valuing cultural
differences, improving technical skills, socializing employees into the corporate culture,
indoctrinating new workers into the U.S. work ethic, improving English proficiency
and basic math skills, and improving bilingual skills for English-speaking employees.131
Most employers opt for an off-the-shelf diversity training program such as Just
Be F.A.I.R. from Sollah Interactive. It includes full video, audible narration, user
interactions, and pre- and postassessments. Vignettes illustrate such things as the
potential pitfalls of stereotyping people.132 Prism (www.prismdiversity.com/) offers
­employers diversity and inclusion courses such as “Choosing Respectful Behaviors for
All Employees” and “Inclusion and Diversity Training for Executives.”133
Team Training
Teamwork doesn’t always come naturally. Companies devote many hours to training
new employees to listen to each other and to cooperate. For example, a plant suf-
fered from high turnover and absenteeism.134 The plant manager addressed these in
part through team training to improve team functioning. Team training focused on
technical, interpersonal, and team management issues. In terms of technical training,
for instance, management encouraged team employees to learn each other’s jobs, to
cross training encourage flexible team assignments. Cross training means training employees to do
Training employees to do differ- different tasks or jobs than their own; doing so facilitates job rotation, as when you
ent tasks or jobs than their own; expect team members to occasionally share jobs or parts of jobs. Thus, some auto
doing so facilitates flexibility and job dealerships cross train sales and finance employees, so they each learn more about the
rotation. challenges and details of selling and financing cars.135
Interpersonal problems often undermine teamwork. Team training therefore typi-
cally includes interpersonal skills training such as in listening, communicating, han-
dling conflict, and negotiating. Effective teams also require team management skills,
for instance, in problem solving, meetings management, consensus decision making,
and team leadership.
Many employers use team training to build more cohesive management teams.
Some use outdoor “adventure” training for this. This involves taking the management
team out into rugged terrain, perhaps to learn “survival” skills and thereby foster trust
and cooperation. App builder RealScout used the California Survival School for one
program. Coders, marketing executives, and others spent several days in the mountains
surviving—building their own shelters and learning to forage for food and start fires
without matches. The reasonable assumption is that the teamwork learned surviving
in the field will carry over once the team is back in the office.136
The accompanying HR Tools discussion shows how managers can create their
own training programs.

IMPROVING PERFORMANCE: HR TOOLS FOR LINE MANAGERS AND SMALL

BUSINESSES
Creating Your Own Training Program
While it would be nice if supervisors in even the largest firms could expect their firms
to provide packaged training programs to train the new people they hire, many times
they cannot. However, you still have many options.
Create Your Own Five-Step Training Program
Remember ADDIE—analyze (is training the problem?), design (including learning
objectives, and motivating the trainee), develop (what specific materials and methods
 CHAPTER 8 • Training and ­Developing Employees    257

will we use?), implement (train the person), and evaluate. For many types of jobs, start
by setting training objectives—be specific about what your employee should be able to
do after training. Write a job description—list of the job’s duties—if not already avail-
able. Write (see Table 8-1, page 243) a task analysis record form showing the steps in
each of the employee’s tasks. Write a job instruction training form; here list a key point
(such as “carefully read scale”) for each step (such as “set cutting distance”). Finally,
compile the objectives, job description, task analysis form, and job instruction form
in a training manual. Also, include an introduction to the job and an explanation of
how the job relates to other jobs in the company.

Use Private Vendors

The small business owner can tap hundreds of suppliers of prepackaged training
solutions. These range from self-study programs from the American Management
Association (www.amanet.org) and SHRM (www.shrm.org), to specialized programs.
For example, the employer might arrange with PureSafety to have its employees
take occupational safety courses from www.puresafety.com.
SkillSoft.com is another example.137 Its courses include software development,
business strategy and operations, professional effectiveness, and desktop computer
skills. The buyer’s guide from the Association for Talent Development (www.td.org) is
a good place to start to find a vendor (check under “Resources and Tools”).138

Check the SBA

The government’s Small Business Administration (see www.SBA.gov/training) pro-
vides a virtual campus that offers online courses, workshops, publications, and learning
tools aimed at supporting small businesses.139 For example, the small business owner
can link under “Small Business Planner” to “Writing Effective Job Descriptions,”
and “The Interview Process: How to Select the Right Person.” See the site map at
www.sba.gov/sitemap for examples of what it offers.

Check NAM
The National Association of Manufacturers (NAM) is the largest industrial trade
organization in the United States. It represents about 14,000 member manufacturers,
including 10,000 small and midsized companies.
NAM helps employees maintain and upgrade their work skills and continue their
professional development. It offers courses and a skills certification process.140 There
are no long-term contracts to sign. Employers simply pay about $10–$30 per course
taken by each employee. The catalog includes OSHA, quality, and technical training
as well as courses in areas like customer service.

MyLab Management Talk About It 2

If your professor has assigned this, go to the Assignments section of www.pearson.com/mylab/
management to complete this discussion question. What would you tell the owner of a small
­restaurant whose employees haven’t been trained properly to do?

WLE
K NO

Implementing Management Development Programs

DG
E

BASE Management development is any attempt to improve managerial performance by

imparting knowledge, changing attitudes, or increasing skills. It thus includes in-house
LEARNING OBJECTIVE 8-5 programs like courses, coaching, and rotational assignments; professional programs
List and briefly discuss four
like those given by SHRM; online programs from various sources; and university
management development programs like MBAs.
methods. Management development is important for several reasons. For one thing, promo-
tion from within is a major source of management talent, and virtually all promoted
managers require development to prepare them for their new jobs. Furthermore, man-
agement development facilitates organizational continuity, by preparing employees
and current managers to smoothly assume higher-level positions.
258    PART 3 • TRAINING AND DEVELOPMENT

management development Strategy’s Role in Management Development

Any attempt to improve current or
Management development programs should reflect the firm’s strategic plans. For
future management performance
example, strategies to enter new businesses or expand overseas imply that the
by imparting knowledge, changing
attitudes, or increasing skills.
employer will need succession plans to obtain and/or develop managers who have
the skills to manage these new businesses. Management development programs
then impart the knowledge, attitudes, and skills these managers will need to excel
at their jobs.141
Some management development programs are company-wide and involve all or
most new (or potential) managers. Thus, new MBAs may join GE’s management devel-
opment program and rotate through various assignments and educational experiences.
The firm may then slot superior candidates onto a “fast track,” a development program
that prepares them more quickly for senior-level commands. Other development pro-
grams aim to fill specific top positions, such as CEO.
Management development supports the employer’s succession planning process.142
Succession planning, as explained in Chapter 5 (page 138), involves developing work-
force plans for the company’s top positions; it is the ongoing process of systemati-
cally identifying, assessing, and developing organizational leadership to enhance
performance.
Candidate Assessment and the 9-Box Grid
Some high-potential managers fail in their jobs, while some low-potential managers
excel. How then does an employer choose who to send through an expensive develop-
ment program?
The 9-Box Grid is one tool. It shows Potential from low to medium to high on
the vertical axis, and Performance from low to medium to high across the bottom—a
total of nine possible boxes.
The grid can simplify, somewhat, the task of choosing development candidates.
At the extremes, for instance, low potentials/low performers would not move on. The
high-potential/high-performance stars most assuredly would. Most employers focus
their development resources on high-performance/high-potential stars, and secondarily
on those rated high-potential/moderate-performance, or high-performance/­moderate-
potential.143 Other employers focus development resources on the company’s “mission-
critical employees”—those central to the firm’s success and survival. We’ll see how
later in this section.
In any case, individual assessment should always precede development. At frozen
foods manufacturer Schwan, senior executives first whittle 40 or more development
candidates down to about 10. Then their program begins with a 1-day assessment
by outside consultants of each manager’s leadership strengths and weaknesses.
This assessment becomes the basis for each manager’s individual development plan.
Action-learning (practical) projects then supplement individual and group training
activities.144
We’ll look at some popular development activities next.
Managerial On-the-Job Training and Rotation
Managerial on-the-job training methods include job rotation, the coaching/under-
job rotation study approach, and action learning. Job rotation means moving managers from
A management training technique department to department to broaden their understanding of the business and to
that involves moving a trainee test their abilities. The trainee may be a recent college graduate, or a senior man-
from department to department to ager being groomed for further promotion. In addition to providing a well-rounded
broaden his or her experience and experience, job rotation helps avoid stagnation, through the constant introduc-
identify strong and weak points.
tion of new points of view in each department. It also helps identify each trainee’s
strong and weak points. Periodic job changing can also improve interdepartmental
cooperation: ­managers become more understanding of each other’s problems; and
rotation widens one’s acquaintances among management. At LVMH (which owns
Louis Vuitton), rotating employees among luxury brands gives employees what two
experts call “extraordinarily rich learning opportunities.”145
The accompanying HR Practices feature illustrates this.
 CHAPTER 8 • Training and ­Developing Employees    259

■■IMPROVING PERFORMANCE: HR PRACTICES AROUND THE GLOBE

Global Job Rotation
As firms expand globally, job rotation takes on a new meaning. At firms like Shell and BP, rotating
managers globally is a primary means through which the firms maintain their flexibility and responsive-
ness even as they grow to an enormous size.
An advantage of global job rotation (rotating managers from, say, Sweden to New York) is that
it builds a network of informal ties that ensures superior cross-border communication and mutual
understanding as well as tight interunit coordination and control.
Improved communication and understanding stem from the personal relationships forged as ­managers
work in the firm’s various locations. These activities can also enhance organizational control. When employ-
ees from the firm’s global locations are rotated or brought together at, say, the Harvard Business School or
Europe’s INSEAD for a management-training program, the aim is more than just teaching basic skills. It is also
to build a stronger identification with the company’s culture and values. By creating shared experiences and
values and a consistent view of the firm and its goals, such activities can facilitate communication. Similarly
the sense of shared values (such as “the customer is always right”) can facilitate self control, by helping keep
managers’ behavior in line with the firm’s policies and procedures. Finally, cross-border assignments can be
magnets for attracting and retaining the best management talent.146

MyLab Management Talk About It 3

If your professor has assigned this, go to the Assignments section of www.pearson.com/
mylab/management to complete this discussion. Using Web sites such as www.sony.net
(click “Careers”) and www.mckinsey.com (insert how multinationals can attract the talent they
need into their search box), discuss examples of how multinational companies use job rotation
and other means to develop their managers.

COACHING/UNDERSTUDY APPROACH In this on-the-job method, the trainee works

directly with a senior m
­ anager or with the person he or she is to replace; the latter is
responsible for the trainee’s coaching. Normally, the understudy relieves the executive
of certain responsibilities, giving the trainee a chance to learn the job.

action learning ACTION LEARNING Action learning programs give managers released time to work
A training technique by which man- analyzing and solving problems in departments other than their own. It is one of
agement trainees are allowed to the fastest-growing leadership development techniques, used by companies ranging from
work full-time analyzing and solving Wells Fargo to Boeing.147 Basics include carefully selecting teams of 5 to 25 members,
problems in other departments. assigning them real-world business problems that extend beyond their usual areas of
expertise, and structured learning through coaching and feedback. The employer’s
senior managers usually choose the projects and decide whether to accept the teams’
recommendations.148
For example, one Pacific Gas & Electric Company (PG&E) program had three
phases:
1. A 6- to 8-week framework phase, where the team defines and collects data on an
issue;
2. The action forum—2 to 3 days at PG&E’s learning center discussing the issue
and developing recommendations; and
3. Accountability sessions, where the teams meet with management to review
progress.149

STRETCH ASSIGNMENTS Stretch assignments are assignments that “push employees

beyond their comfort zone,” placing them in jobs and assignments different from and
more demanding than those to which they are accustomed.150 The critical issue here
is to understand the employee’s capabilities: The assignment should be challenging
but not overwhelming.
260    PART 3 • TRAINING AND DEVELOPMENT

Off-the-Job Management Training and Development Techniques

There are also many off-the-job methods for training and developing managers.
case study method As most everyone knows, the case study method has trainees solve realistic prob-
A development method in which the lems after studying written or video case descriptions. The person then analyzes the case,
manager is presented with a written diagnoses the problem, and presents his or her findings and solutions in a discussion with
description of an organizational other trainees. Integrated case scenarios create long-term, comprehensive case situations.
problem to diagnose and solve. One FBI Academy scenario starts with “a concerned citizen’s telephone call and ends
14 weeks later with a simulated trial. In between is the stuff of a genuine investigation. . . .”
The scripts include background stories, detailed personnel histories, and role-playing
instructions; their aim is to develop specific skills, such as interviewing witnesses.151
management game Computerized management games enable trainees to learn by making realis-
A development technique in which tic decisions in simulated situations. For example, Interpret is a team exercise that
teams of managers compete by “explores team communication, the management of information and the planning and
making computerized decisions implementation of a strategy. It raises management trainees’ communication skills,
regarding realistic but simulated
helps them to better manage the information flow between individuals and the team,
situations.
and improves planning and problem-solving skills.”152 In other games each team might
have to decide how much to spend on advertising, how much to produce, and how
much inventory to maintain.
People learn best by being involved, and games gain such involvement. They also
help trainees develop problem-solving skills, and focus attention on planning rather
than just putting out fires. They can develop leadership skills and foster cooperation
and teamwork.
“Gamification” of training in general also reportedly improves learning, engage-
ment, and morale and is fairly easy to achieve. For instance, use point systems, badges, and
leaderboards in the training.153

OUTSIDE SEMINARS Numerous companies and universities offer Web-based and tradi-
tional classroom management development seminars and conferences. The selection of
1- to 3-day training programs offered by the American Management Association illus-
trates what’s available. For instance, its offerings range from “developing your emotional
intelligence” to “assertiveness training,” “assertiveness training for ­managers,” “asser-
tiveness training for women in business,” “dynamic listening skills for successful com-
munication,” and “fundamentals of cost accounting.”154 Specialized groups, such as
SHRM, provide specialized seminars for their professions’ members.155

UNIVERSITY-RELATED PROGRAMS Many universities provide executive education in

leadership, supervision, and the like. These can range from 1- to 4-day programs to
executive development programs lasting 1 to 4 months. The Advanced Management
Program of Harvard’s Graduate School of Business Administration is one of many
such programs.156
Many employers want customized programs. In one, Hasbro sought to improve
its executives’ creativity skills. Dartmouth’s Amos Tuck Business School provided
a “custom approach to designing a program that would be built from the ground up to
suit Hasbro’s specific needs.”157 Technology giant Philips sought to accelerate innova-
tion and leadership excellence. It entered a 6-year collaboration with the University
of Pennsylvania’s Wharton School and the Center for Creative Leadership (CCL).
Their customized “Octagon” leader development program emphasized both strategic
business skills, and behavioral leadership skills.158

role-playing ROLE-PLAYING The aim of role-playing is to create a realistic situation and then have
A training technique in which train- the trainees assume the parts (or roles) of specific persons in that situation. Each
ees act out parts in a realistic man- trainee gets a role, such as:
agement situation.
You are the head of a crew of telephone maintenance workers, each of whom
drives a small service truck to and from the various jobs. Every so often you get
a new truck to exchange for an old one, and you have the problem of deciding
 CHAPTER 8 • Training and ­Developing Employees    261

to which of your crew members you should give the new truck. Often there are
hard feelings, so you have a tough time being fair.159
When combined with the general instructions and other roles, role-playing can
trigger spirited discussions among the trainees. The aim is to develop trainees’ skills
in areas like leadership and delegating. For example, a supervisor could experiment
with both a considerate and an autocratic leadership style, whereas in the real world
this isn’t so easy. Role-playing may also help someone to be more sensitive to others’
feelings.

in-house development center CORPORATE UNIVERSITIES Many firms establish in-house development centers (often
A company-based method for called corporate universities). GE’s Crotonville, New York, management training center
exposing prospective managers was one of the first; it provides GE management employees with a very extensive range
to realistic exercises to develop of courses and seminars, such as one 2-week program for selected middle managers
improved management skills.
where they receive coaching on topics ranging from finance to presentation skills.160
As with management development in general, the best corporate universities
(1) actively align offerings with corporate goals, (2) focus on developing skills that
support business needs, (3) evaluate learning and performance, (4) use technology
to support learning, and (5) partner with academia.161
Increasingly employers offer virtual—rather than brick-and-mortar—corporate
university services. For example, Cerner Health offers its employees “Cerner Knowl-
edgeWorks.” This provides three types of knowledge. Dynamic knowledge “is real-time
content . . . such as e-mails, instant messages, or conference calls.” Moderated content
“includes best practices, such as case studies or wikis that capture information about
situations where we did well and how we did it.” Codified content “is more formal
documentation of official company practices, and includes installation guides, help
files, and formal training or courses.”162

EXECUTIVE COACHES Many firms retain executive coaches to help develop their top
executive coach managers’ effectiveness. An executive coach is an outside consultant who questions
An outside consultant who ques- the executive’s boss, peers, subordinates, and (sometimes) family in order to identify
tions the executive’s associates in the executive’s strengths and weaknesses, and to counsel the executive so he or she can
order to identify the executive’s capitalize on those strengths and overcome the weaknesses.163 Executive coaching can
strengths and weaknesses, and then cost $50,000 per executive or more, so a careful evaluation is needed before retaining
counsels the executive so he or she
one. In particular, ask, how valuable is the manager’s performance to the company,
can capitalize on those strengths
and overcome the weaknesses.
how willing is he or she to participate, what is the challenge the manager is facing,
and what if any are the alternatives to executive coaching? Experts recommend using
formal assessments prior to coaching, to uncover strengths and weaknesses and to
provide more focused coaching.164
The coaching field is unregulated, so managers should do their due diligence.
Check references, and consult the International Coach Federation, a trade group.165

THE SHRM LEARNING SYSTEM The Society for Human Resource Management (SHRM)
encourages HR professionals to qualify for certification by taking examinations. The
society offers several preparatory training programs.166 These include self-study, and
a college/university option that includes classroom interaction with instructors and
other learners.167

Leadership Development at Cigna

As a leadership development example, Cigna offers various leadership development
programs by specialty, for example, an Actuarial Executive Development Program, a
Financial Development Program, and a HealthService Leadership Program.168
According to Cigna, its HealthService Leadership Program (HLP) “focuses on build-
ing general leadership talent through executive coaching, dynamic rotational roles,
and personalized development to create a pipeline for future executive positions at
Cigna.” The program entails functional rotations each lasting 12 to 24 months, during
which trainees improve their general management and leadership skills. They do this,
262    PART 3 • TRAINING AND DEVELOPMENT

for instance, through leadership assessments, mentorships, and experiential learning.

The functions the trainees are exposed to include, for example, Marketing, Product,
Finance, Service Operations, and Strategy and Business Development.

TRENDS SHAPING HR: CUSTOMIZED TALENT MANAGEMENT-DIFFERENTIAL

DEVELOPMENT ASSIGNMENTS
In today’s competitive environment, the usual HR practice of allocating development
opportunities and other scarce resources across the board or based solely on perfor-
mance makes less sense. It often makes more sense to focus more of the employer’s
resources on the “mission-critical employees” who the employer deems most crucial
to the company’s future growth.
We’ll look closer at how employers do this in the following chapter, but several
examples follow:
● High-potential trainees in Johnson & Johnson’s “LeAD” leadership development
program receive advice and regular assessments from coaches brought in from
outside the company.169
● Some companies share future strategies on a privileged basis with rising leaders.
For example, they invite them to quarterly meetings with high-level executives,
and they let them access an online portal where the rising leaders can review the
company’s strategy and critical metrics.170 ■
Characteristics of Effective Leadership Development Programs
What are the characteristics of effective leadership training programs?171 One major
study’s findings suggest this: The best programs begin with a thorough needs analysis
to determine tangible program goals; mandatory participation in the program is as
effective as voluntary participation; self-administered programs are less effective than
trainer-based programs; practice-based programs are more effective than information-
based programs; providing feedback to trainees boosts the program’s effectiveness;
on-site programs (at the company’s facilities) are generally more effective than off-site
training programs; face-to-face leadership training programs are more effective than
virtually based programs; and leadership training is as effective for senior-level leaders
as for lower-level ones.
WLE
K NO

DG

Managing Organizational Change Programs

E

BASE With firms from AT&T and Comcast to Barnes & Noble and Macy's being dis-
rupted by digital competitors, reorganizations are increasingly familiar, but often fail.
LEARNING OBJECTIVE 8-6 McKinsey and Company surveyed 1,800 executives to identify why reorganizations
List and briefly discuss the fail. Top reasons included employees resisting the changes, insufficient resources devoted
importance of the steps in to the effort, individual productivity declining as employees become distracted, leaders
leading organizational change. resisting the changes, and the organization chart changes but the people are still working
the same.172
In addition, clarity of purpose is essential. For example, two change experts say
that most major change programs (or “transformations”) aim to achieve one of five
basic purposes or “quests”: customer focus, nimbleness, innovation, sustainability, or
boosting global presence.173 They found that when transformations fail, it’s generally
because those running them either neglect to clarify up front the program’s purpose/
quest, or pursue the wrong quest, or focus on multiple quests.
In any case, companies often have little choice but to change how they do things.
For example, Microsoft changed its CEO a few years ago, then reorganized, changed
its strategy to include supplying hardware (tablets, etc.), and made other personnel
changes. As here, organizational change may impact a company’s strategy, culture,
structure, technologies, or the attitudes and skills of its employees.
Again, the hardest part is often overcoming employee resistance. Individuals,
groups, and even entire organizations tend to resist change. They do this because
 CHAPTER 8 • Training and ­Developing Employees    263

they’re accustomed to the usual way of doing things or because of perceived threats
to their influence, for instance.174

Lewin’s Change Process

Psychologist Kurt Lewin formulated a model to summarize the basic process for imple-
menting a change with minimal resistance. To Lewin, all behavior in organizations was
a product of two kinds of forces: those striving to maintain the status quo and those
pushing for change. Implementing change thus means reducing the forces for the status
quo or building up the forces for change. Lewin’s process consists of three steps:
1. Unfreezing means reducing the forces that are striving to maintain the status
quo, usually by presenting a provocative problem or event to get people to recog-
nize the need for change and to search for new solutions.
2. Moving means developing new behaviors, values, and attitudes. The manager may
accomplish this through organizational structure changes, through conventional
training and development activities, and sometimes through the other organiza-
tional development techniques (such as team building) we’ll discuss later.
3. Refreezing means building in the reinforcement to make sure the organization
doesn’t slide back into its former ways of doing things—for instance, change the
incentive system.
In practice, to deal with employee intransigence, some experts suggest that the
manager use a process such as the following to implement the change.175 To bring about
a desired organizational change at work:
1. Establish a sense of urgency. For example, present employees with a (fictitious)
analyst’s report describing the firm’s imminent demise.
2. Mobilize commitment through joint diagnoses of problems. Create a task force
to diagnose the problems facing the department or the company. This can help
to produce a shared understanding of what can and must be improved.
3. Create a guiding coalition. It’s never easy to implement big changes alone. There-
fore, create a “guiding coalition” of influential people. They’ll act as missionaries
and implementers.
4. Develop and communicate a shared vision of what you see coming from the
change. Keep the vision simple (for example, “We will be faster than anyone at
satisfying customer needs.”).176
Create a sense of urgency,
for example, by presenting
employees with a report
describing the firm’s immi-
nent demise—if corrective
actions aren’t taken.
Rawpixel.com/Shutterstock
264    PART 3 • TRAINING AND DEVELOPMENT

5. Help employees make the change. Eliminate impediments. For example, do cur-
rent policies or procedures make it difficult to act? Do intransigent managers
discourage employees from acting?
6. Aim first for attainable short-term accomplishments. Use the credibility from
these to make additional changes.177
7. Reinforce the new ways of doing things with changes to the company’s systems
and procedures. For example, use new appraisal systems and incentives to rein-
force the desired new behaviors.
8. Monitor and assess progress. In brief, this involves comparing the company's
progress with where it should be.

Using Organizational Development

Beyond this process, there are many other ways to reduce resistance. Among the
many suggestions here are that managers impose rewards or sanctions that guide
employee behaviors, explain why the change is needed, negotiate with employees, give
­inspirational speeches, or ask employees to help design the change.178
organizational development Organizational development (OD) taps into the latter. Organizational
A special approach to organizational ­development is a change process through which employees formulate the change
change in which employees them- that’s required and implement it, often with the assistance of trained consultants. OD
selves formulate and implement the has several distinguishing characteristics:
change that’s required.
1. It usually involves action research, which means collecting data about a group,
department, or organization, and feeding the information back to the employees
so they can analyze it and develop hypotheses about what the problems might be.
2. It applies behavioral science knowledge to improve the organization’s effectiveness.
3. It changes the organization in a particular direction—toward empowerment,
improved problem solving, responsiveness, quality of work, and effectiveness.
For example, according to experts French and Bell, one OD method, team-
building meetings, begins with the consultant interviewing each of the group members
and the leader before the meeting.179 They are asked what their problems are, how they
think the group functions, and what obstacles are keeping the group from perform-
ing better. The consultant then categorizes the interview data into themes (such as
“inadequate communications”) and presents the themes to the group at the start of the
meeting. The group ranks the themes in terms of importance, and the most important
ones become the agenda for the meeting. The group then explores and discusses the
issues, examines the underlying causes of the problems, and begins devising solutions.
Survey research is another of many OD options (see Table 8-2). It requires hav-
ing employees, usually throughout the organization, complete attitude surveys. The

TABLE 8-2 Categories of OD Interventions

Human Process Human Resource Management
T-groups Goal setting
Process consultation Performance appraisal
Third-party intervention Reward systems
Team building Career planning and development
Organizational confrontation meeting Managing workforce diversity
Survey research Employee wellness

Technostructural Strategic
Formal structural change Integrated strategic management
Differentiation and integration Culture change
Cooperative union–management projects Strategic change
Quality circles Self-designing organizations
Total quality management
Work design
 CHAPTER 8 • Training and ­Developing Employees    265

facilitator then uses those data as a basis for problem analysis and action planning.
Surveys are a convenient way to unfreeze a company’s management and employees.
They provide a comparative, graphic illustration of the fact that the organization does
have problems to solve.

WLE

K NO
Evaluating the Training Effort
DG
E
BASE Two experts contend that after spending $560 billion on training in one recent year,
employers are getting a poor return on their investment, because it “doesn't lead to
better organizational performance. . . .”180 Particularly with today’s emphasis on mea-
LEARNING OBJECTIVE 8-7
suring results, the manager should therefore evaluate the training program.
Explain why a controlled study
There are several things you can measure: participants’ reactions to the pro-
may be superior for evaluating
the training program’s effects. gram, what (if anything) the trainees learned from the program, and to what extent
their ­on-the-job behavior or results changed as a result of the program. In one older
survey of about 500 U.S. organizations, 77% evaluated their training programs by
eliciting reactions, 36% evaluated learning, and about 10% to 15% assessed the pro-
gram’s behavior and/or results; recent evidence suggests these figures probably haven’t
changed much.181
There are two basic issues to address when evaluating training programs. One is
the design of the evaluation study and, in particular, whether to use controlled experi-
mentation. The second is, “What should we measure?”

Designing the Study

In deciding how to design the evaluation study, the basic concern is this: How
can we be sure that the training (rather than, say, a company-wide wage increase)
caused the results that we’re seeing? The time series design is one option. Here,
as in Figure 8-3, you take a series of performance measures before and after the
training program. This can provide some insight into the program’s effectiveness.182

FIGURE 8-3 Using a Time 24

23
Series Graph to Assess a
22
Training Program’s Effects 21
20
19
18
17
Performance (quality of items)

16
15
14
13
12
11
10
9
8
7
6
5
4
3
2
1
14 13 12 11 10 9 8 7 6 5 4 3 2 1 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15
Before training After training
Weeks
266    PART 3 • TRAINING AND DEVELOPMENT

However, you can’t be absolutely sure that the training (rather than, say, the raise)
caused any change.
controlled experimentation Controlled experimentation is therefore the gold standard. A controlled experi-
Formal methods for testing the ment uses a training group and a control group that receives no training. Data (for
effectiveness of a training program, instance, on quantity of sales or quality of service) are obtained both before and after
preferably with before-and-after one group is exposed to training and before and after a corresponding period in the
tests and a control group.
control group. This makes it easier to determine the extent to which any change in the
training group’s performance resulted from the training, rather than from some orga-
nizationwide change like a raise in pay. (The pay raise should have affected employees
in both groups.)183

Training Effects to Measure

The widely used Kirkpatrick Model of training evaluation (named for its developer)
lists four training effects employers can measure:184
1. Reaction. Evaluate trainees’ reactions to the program. Did they like the pro-
gram? Did they think it worthwhile?
2. Learning. Test whether they learned the principles, skills, and facts they were
supposed to learn.
3. Behavior. Ask whether the trainees’ on-the-job behavior changed because of
the training program. For example, are employees in the store’s complaint
department more courteous toward disgruntled customers?
4. Results. Most important, ask, “What results did we achieve, in terms of the
training objectives previously set?” For example, did the number of customer
complaints diminish? Reactions, learning, and behavior are important. But if
the training program doesn’t produce measurable performance-related results,
then it probably hasn’t achieved its goals.185
Evaluating each of these is straightforward. Figure 8-4 presents one page from
a sample evaluation questionnaire for assessing reactions. Or, you might assess
trainees’ learning by testing their new knowledge. For behavioral change, perhaps
assess the effectiveness of a supervisory performance appraisal training program by
asking that person’s subordinates, “Did your supervisor provide you with examples
of good and bad performance when he or she appraised your performance most
recently?” Finally, directly assess a training program’s results by measuring, say, the
percentage of phone caller questions that call center trainees subsequently answered
correctly. Similarly, a careful comparison of the training program’s costs and benefits
can enable the human resource team to compute the program’s return on investment.
Online calculators are available to facilitate such analyses.186
A program at MGM Resorts illustrates training evaluation.187 In the hospitality
industry, how likely guests are to return is a crucial metric, and is measured at MGM
by “Net Promoter Scores” (NPS). With MGM’s NPS scores not up to par, its training
team concluded “guest facing” employees weren’t sufficiently engaged. It created an
Essentials of Hotel Management Program for front desk and assistant managers. The
program emphasized skills like collaboration and communications. At the end of the
approximately 1-year program, NPS scores had risen about 2% (which is considered
a notable accomplishment).188
 CHAPTER 8 • Training and ­Developing Employees    267

O P M INSTRUCTOR HANDOUTS United States Office of Personnel

Management

TRAINING EVALUATION FORM

DATE OF TRAINING
TITLE OF COURSE: “Work and Family Issues — A Module for Supervisors and Managers” Started:____________
NAME OF INSTRUCTOR: Ended:_____________

NAME: POSITION TITLE/GRADE:

(Optional)
AGENCY: OFFICE PHONE: OFFICE ADDRESS:
(Optional) (Optional)
Rate Your Knowledge and Skill Level Overall, how would you rate this course?
(Circle your rating)
Before this course Low ---------------------------------------High __ Excellent __Very Good __ Good
1 2 3 4 5
After this course Low ---------------------------------------High __ Fair __ Poor
1 2 3 4 5

EVALUATION OF COURSE
(Check appropriate box)

ITEMS OF EVALUATION Excellent Very Good Fair Poor Not Applicable

How did the course sharpen your knowledge or skills in: Good
1. What work and family programs are ˚ ˚ ˚ ˚ ˚ ˚
2. Who uses work and family programs ˚ ˚ ˚ ˚ ˚ ˚
3. How to recognize/solve work/family issues ˚ ˚ ˚ ˚ ˚ ˚
4. Helping you take practical steps on the job ˚ ˚ ˚ ˚ ˚ ˚

RATING OF INSTRUCTOR

1. Presentation, organization, delivery ˚ ˚ ˚ ˚ ˚ ˚

2. Knowledge and command of the subject ˚ ˚ ˚ ˚ ˚ ˚
3. Use of audio-visuals or other training aids ˚ ˚ ˚ ˚ ˚ ˚
4. Stimulation of an open exchange of ideas, participation, & group interaction ˚ ˚ ˚ ˚ ˚ ˚

STRONG POINTS OF THE COURSE

˚
˚
˚

WEAK POINTS OF THE COURSE

˚
˚
˚

ADDITIONAL DATA YOU WOULD LIKE TO HAVE COVERED IN COURSE

˚
˚
˚

ADDITIONAL COMMENTS/OR RECOMMENDATIONS

FIGURE 8-4 A Training Evaluation Form

Source: From Instructor Handouts: Training Evaluation Form, United States Office of Personnel Management.
 268    PART 3 • TRAINING AND DEVELOPMENT

Chapter Review
Chapter Section Summaries
8-1. Getting your new employee up to speed begins explanations to employees’ smart phones. Life-
with orienting and training him or her. Employee long learning can help ensure employees have
orientation means providing new employees with the basic educational backgrounds they need to
the information they need to function, and helping succeed on their jobs. Diversity training aims
them start being emotionally attached to the firm. to create better cross-cultural sensitivity with
8-2. There is more to orienting employees than intro- the goal of fostering more harmonious working
ducing them to their coworkers. Even without relationships.
CHAPTER 8

a company-wide program like Toyota’s, use the 8-5. Most training methods are useful for all
onboarding opportunity to begin instilling in ­employees, but some are particularly appro-
the new employee the company values and tradi- priate for management development programs.
tions in which you expect the person to become Like all employees, new managers often get
engaged. ­on-the-job training, for instance, via job rotation
8-3. We used the acronym ADDIE to outline the and coaching. In addition, it’s usual to supply
training process: analyze, develop, design, imple- various off-the-job training and development
ment, and evaluate. Before training employees, opportunities—for instance, using the case study
it’s necessary to analyze their training needs method, management games, outside seminars,
and design the training program. In training university-related programs, corporate universi-
new employees, employers use task analysis—­ ties, executive coaches, and (for human resource
basically, a detailed study of the job—to deter- managers) the SHRM learning system.
mine what skills the job requires. For current 8-6. When facing challenges, managers have to exe-
employees, performance analysis is required, cute organizational change programs. These
specifically to verify that there is performance may aim at changing the company’s strategy,
efficiency and to determine if training is the culture, structure, technologies, or the atti-
solution. Distinguishing between can’t-do and tudes and skills of the employees. Often, the
won’t-do problems is the main issue here. Once trickiest part of organizational change is over-
you understand the issues, you can design a coming employees’ resistance to it. With that
training program, which means identifying in mind, steps in an effective organizational
specific training objectives, clarifying a training change program include establishing a sense
budget, and then actually designing the program of urgency, mobilizing commitment, creating a
in terms of the actual content. guiding coalition, developing and communicat-
8-4. With this in place, you can turn to implementing ing a shared vision, helping employees make
the training program. Specific training methods the change, consolidating gains, reinforcing
include on-the-job training, apprenticeship new ways of doing things, and monitoring and
training, informal learning, job instruction assessing progress. Organizational development
training, lectures, programmed learning, involves action research, which means collecting
audiovisual-based training, vestibule training, data about a group and feeding the information
videoconferencing, electronic performance sup- back to the employees so they can analyze it and
port systems, and computer-based training. develop hypotheses about what the problems
Frequently, programs are Internet-based, with might be.
employees accessing packaged online programs, 8-7. Whatever the training program, it’s important to
backed up by learning management systems, evaluate the training effort. You can measure reac-
through their company’s learning portals. tion, learning, behavior, or results, ideally using a
Employers also increasingly use mobile learn- control group that is not exposed to training, in
ing, for instance, delivering short courses and parallel with the group that you’re training.
 CHAPTER 8 • Training and ­Developing Employees    269

Discussion Questions
8-1. “A well-thought-out orientation program is 8-4. Describe the pros and cons of five management
essential for all new employees, whether they development methods.
have experience or not.” Explain why you agree 8-5. Do you think job rotation is a good method to
or disagree with this statement. use for developing management trainees? Why
8-2. Explain how you would apply our “motivation or why not?
points” (pages 246–247) in developing a lecture, 8-6. What is organizational development, and how
say, on orientation and training. does it differ from traditional approaches to
8-3. What are some typical on-the-job training organizational change?
­techniques? What do you think are some of 8-7. List and briefly explain each of the steps in the
the main drawbacks of relying on informal training process.

CHAPTER 8
­on-the-job training? What are some advantages
to using cloud-based training?

Individual and Group Activities

8-8. You’re the supervisor of a group of employees 8-14. Appendices A and B at the end of this book
whose task is to assemble disk drives that go into (pages 614–634) list the knowledge someone
computers. You find that quality is not what it studying for the HRCI (Appendix A) or SHRM
should be and that many of your group’s devices WLE (Appendix B) certification exam needs to
K NO

DG
have to be brought back and reworked. Your have in each area of human resource man-

E
boss says, “You’d better start doing a better job BASE agement (such as in Strategic Management
of training your workers.” and Workforce Planning). In groups of sev-
a. What are some of the staffing factors that eral students, do four things: (1) review Appendix
could be contributing to this problem? A and/or B; (2) identify the material in this chap-
b. Explain how you would go about assessing ter that relates to the Appendix A and/or B
whether it is in fact a training problem. required knowledge lists; (3) write four multiple-
8-9. Choose a task with which you are familiar— choice exam questions on this material that you
mowing the lawn, making a salad, or studying for believe would be suitable for inclusion in the
a test—and develop a job instruction sheet for it. HRCI exam and/or the SHRM exam; and (4) if
8-10. Working individually or in groups, develop a time permits, have someone from your team post
short, programmed learning program on the your team’s questions in front of the class, so that
subject “Guidelines for Giving a More Effective students in all teams can answer the exam ques-
Lecture.” tions created by the other teams.
8-11. Find three or four actual examples of ­employers 8-15. Perhaps no training task in Afghanistan was more
using social media for training purposes. At pressing than creating the country’s new army in
what levels of managers are the offerings aimed? the early 2000s, which is an ongoing task. These
What seem to be the most popular types of pro- were the people who were to help the coalition
grams? Why do you think that’s the case? bring security to Afghanistan. However, many
8-12. Working individually or in groups, develop new soldiers and even officers had no experience.
several specific examples to illustrate how a There were language barriers between trainers
­professor teaching human resource manage- and trainees. And some trainees found themselves
ment could use at least four of the techniques quickly under fire from insurgents when they went
described in this chapter in teaching his or her as trainees out into the field. Based on what you
HR course. learned about training from this chapter, list the
8-13. Working individually or in groups, develop an five most important things you would tell the U.S.
orientation program for high school graduates officer in charge of training to keep in mind as he
entering your university as freshmen. designs the training program.

Experiential Exercise
Flying the Friendlier Skies Required Understanding: You should be fully acquainted
Written and copyrighted by Gary Dessler, PhD. with the material in this chapter and should read the fol-
Purpose: The purpose of this exercise is to give you lowing description of an airline reservation clerk’s duties:
­practice in developing a training program for the job of Customers contact our airline reservation clerks to
airline reservation clerk for a major airline. obtain flight schedules, prices, and itineraries. The
 270    PART 3 • TRAINING AND DEVELOPMENT

reservation clerks look up the requested informa- How to Set Up the Exercise/Instructions: Divide the class
tion on our airline’s online flight schedule systems, into teams of five or six students.
which are updated continuously. The reservation Airline reservation clerks obviously need numerous
clerk must deal courteously and expeditiously with skills to perform their jobs. This airline has asked you to
the customer, and be able to quickly find alterna- quickly design the outline of a training program for its
tive flight arrangements in order to provide the new reservation clerks.
customer with the itinerary that fits his or her 8-16. You may want to start by listing the job’s main
needs. Alternative flights and prices must be found duties and by reviewing any work you may have
quickly, so that the customer is not kept waiting, done for the exercise at the end of Chapter 6.
and so that our reservations operations group 8-17. In any case, please produce the requested outline,
maintains its efficiency standards. It is often nec- making sure to be very specific about what you
essary to look under various routings, since there want to teach the new clerks, and what methods
may be a dozen or more alternative routes between and aids you suggest using to train them.
CHAPTER 8

the customer’s starting point and destination.

You may assume that we just hired 30 new clerks,
and that you must create a 3-day training program.

Application Case
Reinventing the Wheel at Apex Door Company The current training process is as follows. None of the jobs has a
training manual per se, although several have somewhat out-of-date
Written and copyrighted by Gary Dessler, PhD. job descriptions. The training for new people is all on the job. Usu-
Jim Delaney, president of Apex Door, has a problem. No matter ally, the person leaving the company trains the new person during the
how often he tells his employees how to do their jobs, they invari- 1- or 2-week overlap period, but if there’s no overlap, the new person
ably “decide to do it their way,” as he puts it, and arguments ensue is trained as well as possible by other employees who have filled in
between Jim, the employee, and the employee’s supervisor. One exam- occasionally on the job in the past. The training is the same throughout
ple is the door-design department, where the designers are expected to the company—for machinists, secretaries, assemblers, engineers, and
work with the architects to design doors that meet the specifications. accounting clerks, for example.
While it’s not “rocket science,” as Jim puts it, the designers invariably Questions
make mistakes—such as designing in too much steel, a problem that
8-18. What do you think of Apex’s training process? Could it help
can cost Apex tens of thousands of wasted dollars, once you consider
to explain why employees “do things their way”? If so, how?
the number of doors in, say, a 30-story office tower.
8-19. What role should job descriptions play in training at Apex?
The order processing department is another example. Jim has a
8-20. Explain in detail what you would do to improve the training
very specific and detailed way he wants the order written up, but most
process at Apex. Make sure to provide specific suggestions,
of the order clerks don’t understand how to use the multipage order
please.
form. They simply improvise when it comes to a detailed question such
as whether to classify the customer as “industrial” or “commercial.”

Continuing Case
Carter Cleaning Company erroneously blame the store. The garments are then supposed to be
placed together in a nylon sack immediately to separate them from
Written and copyrighted by Gary Dessler, PhD. other customers’ garments. The ticket also has to be carefully writ-
ten, with the customer’s name and telephone number and the date
The New Training Program clearly noted on all copies. The counter person is also supposed to take
The Carter Cleaning Centers currently have no formal orientation or the opportunity to try to sell the customer additional services such as
training policies or procedures, and Jennifer believes this is one reason waterproofing, or simply notify the customer that “Now that people
why the standards to which she and her father would like employees are doing their spring cleaning, we’re having a special on drapery clean-
to adhere to are generally not followed. ing all this month.” Finally, as the customer leaves, the counter person
The Carters would prefer that certain practices and procedures be is supposed to make a courteous comment like “Have a nice day.” Each
used in dealing with the customers at the front counters. For example, of the other jobs in the stores—pressing, cleaning and spotting, and so
all customers should be greeted with what Jack refers to as a “big forth—similarly contain certain steps, procedures, and, most important,
hello.” Garments they drop off should immediately be inspected for any standards the Carters would prefer to see upheld.
damage or unusual stains so these can be brought to the c­ ustomer’s The company has had problems, Jennifer feels, because of a lack
attention, lest the customer later return to pick up the garment and of adequate employee training and orientation. For example, two new
 CHAPTER 8 • Training and ­Developing Employees    271

employees became very upset last month when they discovered that Jennifer believes that implementing orientation and training pro-
they were not paid at the end of the week, on Friday, but instead were grams would help to ensure that employees know how to do their jobs
paid (as are all Carter employees) on the following Tuesday. The Carters the right way. And she and her father further believe that it is only
use the extra two days in part to give them time to obtain everyone’s when employees understand the right way to do their jobs that there
hours and compute their pay. The other reason they do it, according is any hope their jobs will be accomplished the way the Carters want
to Jack, is that “frankly, when we stay a few days behind in paying them to be accomplished.
­employees it helps to ensure that they at least give us a few days’ notice
Questions
before quitting on us. While we are certainly obligated to pay them any-
thing they earn, we find that psychologically they seem to be less likely 8-21. Specifically, what should the Carters cover in their new
to just walk out on us Friday evening and not show up Monday morning employee orientation program, and how should they convey
if they still haven’t gotten their pay from the previous week. This way this information?
they at least give us a few days’ notice so we can find a replacement.” 8-22. In the HR management course Jennifer took, the book sug-
There are other matters that could be covered during orientation gested using a job instruction sheet to identify tasks per-
and training, says Jennifer. These include company policy regard- formed by an employee. Should the Carter Cleaning Centers

CHAPTER 8
ing paid holidays, lateness and absences, health benefits (there are use a form like this for the counter person’s job? If so, what
none, other than workers’ compensation), substance abuse, eating should the form look like, say, for a counter person?
or smoking on the job (both forbidden), and general matters like 8-23. Which specific training techniques should Jennifer use to train
the maintenance of a clean and safe work area, personal appear- her pressers, her cleaner/spotters, her managers, and her coun-
ance and cleanliness, time sheets, personal telephone calls, and ter people? Why should these training techniques be used?
personal e-mail.

Translating Strategy into into HR Policies and Practices Case*,§

*The accompanying strategy map for this chapter is in MyLab Management; the overall map on the inside back cover of this text outlines the relationships involved.

Improving Performance at the Hotel Paris

The New Training Program for Lisa and her team to design a comprehensive package of training
programs for all Hotel Paris employees. They retained a training sup-
The Hotel Paris’s competitive strategy is “To use superior guest service
plier to design a 1-day training program composed of lectures and
to differentiate the Hotel Paris properties, and to thereby increase the
audiovisual material for all new employees. This program covered the
length of stay and return rate of guests, and thus boost revenues and
Hotel Paris’s history, its competitive strategy, and its critical employee
profitability.” HR manager Lisa Cruz must now formulate functional
capabilities and behaviors, including the need to be customer oriented.
policies and activities that support this competitive strategy, by eliciting
the required employee behaviors and competencies. With a combination of lectures and video examples of correct and
As she reviewed her company’s training processes, Lisa had many incorrect behaviors, the behavior-modeling part of this program aimed
reasons to be concerned. For one thing, the Hotel Paris relied almost to cultivate in new employees the company’s essential values, includ-
exclusively on informal on-the-job training. New security guards ing, “we endeavor to do everything we can to make the guests’ stay
attended a 1-week program offered by a law enforcement agency, 100% pleasant.”
but all other new hires, from assistant manager to housekeeping crew, The team developed separate training programs for each of the
learned the rudiments of their jobs from their colleagues and their hotel’s other individual job categories. For example, it retained a
supervisors, on the job. Lisa noted that the drawbacks of this informal- special vendor to create computer-based training programs, com-
ity were evident when she compared the Hotel Paris’s performance on plete with interactive scenarios, for both the front-desk clerks
various training metrics with those of other hotels and service firms. For and telephone operators. As with all the new training programs,
example, in terms of number of hours training per employee per year, they had these translated into the languages of the countries in
number of hours training for new ­employees, cost per trainee hour, which the Hotel Paris did business. The team chose to stay with
and percent of payroll spent on training, the Hotel Paris was far from on-the-job training for both the housekeeping and valet/door person
the norm when benchmarked against ­similar firms. job categories, but formalized this training with special handbooks
As Lisa and the CFO reviewed measures of the Hotel Paris’s current for each job category’s supervisory staff. For assistant managers,
training efforts, it was clear that (when compared to similar companies) the team developed a new videoconference-based online training
some changes were in order. Most other service companies provided at and development program. In this way, the new managers could
least 40 hours of training per employee per year, while the Hotel Paris interact with other assistant managers around the chain, even as
offered, on average, no more than 5 or 6. Similar firms offered at least they were learning the basics of their new jobs. Lisa and the CFO
40 hours of training per new employee, while the Hotel Paris offered, were not at all surprised to find that within a year of instituting the
at most, 10. Even the apparently “good” metrics comparisons simply new training programs, scores on numerous employee capabilities
masked poor results. For example, whereas most service firms spend and behavior metrics (including speed of check-in/out, percent of
about 8% of their payrolls on training, the Hotel Paris spent less than employees scoring at least 90% on Hotel Paris’s values quiz, and
1%. The problem, of course, was that the Hotel Paris’s training wasn’t percent room cleaning infractions) improved markedly. They knew
more efficient, it was simply nonexistent. from previous analyses that these improvements would, in turn, drive
Given this and the commonsense links between (1) employee improvements in customer and organizational outcomes, and stra-
training and (2) employee performance, the CFO gave his go-ahead tegic performance.

§ Written and copyrighted by Gary Dessler, PhD.

 272    PART 3 • TRAINING AND DEVELOPMENT

Questions 8-26. Based on what you read in this Dessler Human Resource
8-24. Based on what you read in this chapter, what would you have Management chapter and what you may access via the Web,
suggested Lisa and her team do first with respect to training, develop a detailed training program for one of these hotel
particularly in terms of the company’s strategy? Why? positions: security guard, housekeeper, or door person.
8-25. Have Lisa and the CFO sufficiently investigated whether
training is really called for? Why? What would you suggest?

MyLab Management
CHAPTER 8

Go to www.pearson.com/mylab/management for Auto-graded writing questions as well

as the following Assisted-graded writing questions:

8-27. John Santos is an undergraduate business student majoring in accounting.

He just failed the first accounting course, Accounting 101. He is under-
standably upset. How would you use performance analysis to identify what,
if any, are John’s training needs?
8-28. Knowing that you are taking an HR management course, a friend asks you
this: I just hired a nanny for my child, and I want to make sure she knows
what to do; in outline form, what should I cover in the training program I
give her?
8-29. MyLab Management only—comprehensive writing assignment for this
chapter.

MyLab Management Try It!

How would you apply the concepts and skills you learned in this chapter? If your professor has
assigned this activity, go to the Assignments section of www.pearson.com/mylab/management to
complete the simulation.

PERSONAL

PERSONAL INVENTORY ASSESSMENTS P I A INVENTORY

ASSESSMENT

What sort of leadership style do you think you would exhibit in leading an organizational change? Go to
www.pearson.com/mylab/management to complete the Personal Inventory Assessment related to
this chapter.

Key Terms
employee orientation, 238 apprenticeship training, 248 virtual classroom, 254 management game, 260
training, 240 job instruction training Web 2.0 learning, 255 role-playing, 260
negligent training, 240 (JIT), 250 lifelong learning, 255 in-house development center, 261
task analysis, 242 programmed learning, 251 cross training, 256 executive coach, 261
performance analysis, 242 behavior modeling, 251 management development, 258 organizational development, 264
competency model, 244 electronic performance support job rotation, 258 controlled experimentation, 266
the cloud, 247 systems (EPSS), 252 action learning, 259
on-the-job training (OJT), 248 job aid, 252 case study method, 260

Endnotes
1. This case is based on John Hundreds of Thousands 2. Marjorie Derven, “Manage- accessed August 23, 2014; and
Donovan and Cathy Benko, of Employees?” Harvard ment Onboarding,” TD, April Alex Moore, “Learning Meets
“AT&T’s Talent Overhaul: ­Business Review, October 2016, 2008, pp. 49–52. See also www the Internet of Things,” TD,
Can the Firm Really Retrain pp. 69–73. .roberthalf.com/onboarding, December 2017, pp. 18–20.