Management training and development

Chapter 1

Training process

“Training is the act of increasing the knowledge and skills of an employee for doing a particular
job”

Benefits of training

1. Increase job satisfaction and morale among employees

2. Increases efficiencies in processes, resulting in financial gain

3. Increase safety

4. Reduced employees turnover

5. Enhancing company’s ability to adopt and use advances in technology because of a

sufficiently knowledgeable staff

6. Lesser supervision

7. Faster learning of new skills

Typical area of employees training

1.Communications
The increasing diversity of today’s working force brings a wide variety of languages and office
tasks

2.Computer skills
Computer skills are becoming a necessity for conducting administrative and office tasks

3.Customer service
Increased competition in today's global marketplace makes its critical that employees
understand and meet the needs of customers.

4.Ethics
Today's society has increasing expectations about corporate social responsibility.Also today's
diverse workforce brings a wide variety of values and morals to the workplace

5.Safety
Safety training is critical where working with heavy equipment,hazardous chemicals,repetitive
activities,etc

Training process

Training is a continuous process, it consists of following steps

Stage 1: Training needs analysis

A training need arises due to the identified gap between the required knowledge, skills and
experience for the individual carrying out the work and that actually possessed by the employee
concerned. Training needs analysis is a systematic process for understanding training
requirements. It is conducted at three stages – at the level of the organization, individual and the
job, each of which is called organizational, individual and job analysis

i) Organizational analysis

The organizational analysis is aimed at short listing the focus area of training within the
organization and the factors that may affect the same.

ii)Job analysis

Job analysis is a systematic process of collecting the information on nature of a job, qualities and
qualifications required to a job, physical and mental

iii) Individual analysis

The individual analysis is concerned with who in the organization need the training and in which
particular area

Stage 2: Identify training goals

Goals should be to help take the employee from where he or she is today to where the firms wants
him or her in future

Stage 3: Selection of trainees

Once you have decided what training is necessary and where it is needed, the next decision is who
should be trained. Employee failure in the program is not only damaging to the employee but a
waste of money as well. Selecting right trainees is important to the success of the program.

Stage 4: Selection of training methods

There are two broad types of training available to the businesses: on the job training and off the job
techniques. On the job training is delivered to employees while they perform their regular jobs. In this
way they do not lose time while they are learning. Off the job techniques include lectures, television
conferences, case studies etc.

Stage 5: Selection of trainers

Who actually conducts the training depends on the type of training needed and who will be receiving
it.These supervisors should be taught the techniques of good training. They must be aware of the
knowledge and skills necessary to make a productive employee.

Stage 6: Training and administration

Having planned the training program properly, the next step is to administer the training to the
selected employees. It is important to follow through to make sure the goals are being met. It has to
consider i) Location ii) Facilities iii) Accessibility iv) Comfort V) Equipment and vi) Timing

Stage 7: Evaluating the training

There are two forms of evaluation, subjective and objective. Subjective evaluation can be made by
the trainer, who will be aware whether or not the training went well. A final evaluation by the trainees
should move towards the objective viewpoint, having to answer questions such as ‘How has the
training benefited you in the workplace? Or name a number of areas where you will put into effect
improvements that have arisen from what you have learnt during this training

Development
It is a process by which employees acquire skills and knowledge to perform their present jobs
and increase their capabilities for accepting higher positions in their present jobs and increase
their capabilities for accepting higher positions in future.

Difference between training and development

Training Development

Training is done for new employees Development is done for existing employees

It makes workers proficient in their present It prepares employees to handle more

job responsible and challenging jobs
 It is aimed at non- managerial personnel It is useful in the case of managerial
personnel

Roles and responsibility of trainer

1.Commitment to the program and its objectives
2.All efforts should be made by the trainer to ensure the success of training (for eg: proper
preparation and presentation)
3.Faith in participatory training
4.Planning a program is the primary responsibility of the trainer
5.Facilitator of the learning process i.e. a learning environment should be created for eg:
resource to training,arrangement facilities such as quality equipment for learning procedure etc.

Steps to effective training and development

1.View training and development as an investment
Training and development increases efficiency and productivity and will lead to an asset for the
organisation

2.Match training and development to organisational objectives

3.Don’t treat training as punishment

4Put a monitoring and evaluation procedure in place

5.Remember that learning never stops

Challenges of training managers

1) Technical challenge
The technical challenge is to keep up to date with changes in legislation ,company policy and
new subject matter (especially information technology)

2) Strategic challenge
The strategic challenge are the challenges faced by the trainer in delivering training in an
efficient and effective way.

3) Professional challenge
Professional challenge is to keep up to date with change in practice for eg: changing laws are
needed to be updated by a trainer
 Competence meaning
The ability to do something successfully or efficiently

Competencies required for training managers

1.Technical competencies
a.Electronic system skills
b.Research skills
c.Performance observation skill
d.Adult learning understanding

2.Business competencies
a)Delegation skill
b)Organizational behaviour understanding
c)Industry understanding
d)Business understanding

3.Interpersonal competencies
a)Coaching skill
b)Presentation skill
c)Feedback skill
e)Questioning skill
f) Writing skill

4.Intellectual competencies
a)Data reduction skill
b)Information search skill

Human resource development (HRD)

HRD is a continuous planned process by which employees are helped to
1.Acquire or sharpen capabilities required to perform various functions associated with their
present and expected future roles.

2.Develop their general capabilities as individuals and discover and exploit their own inner
potentials for their own or and organizational development purposes

3.It includes training and development

Objectives of HRD
1.Develop each individual’s capabilities to perform present job and to handle future roles
2.Develop and maintain high motivation level of employees
3.Strengthen superior subordinate relationship
4.Develop the sense of team spirit,teamwork and inter team collaboration
5.Develop organizational health,culture and climate

Strategic HRD
Strategic human resource development can be defined as a systematic process of developing
the skills and competencies of people through training and development

Contributions of strategic HRD

1.Human capital theory
Human capital theory recognizes that investment in education,training and experience can bring
significant wage and job benefits to individuals

2.Resource based theory

The resource based theory suggests that organizations should look inside the company to find
the competitive advantage through the use of their resources.

3.The behavioural perspective

The behavioural perspective on SHRD argues for the use of strategic HRD practices as a tool to
shape patterns of behaviour that help organizations achieve organizational goals and
objectives.

Scanning the environment for training

Organisational environment consists of both external and internal factors.Internal analysis of the
environment is the first step in environmental scanning.Organizations should observe the
internal organizational environment.This includes employee interactions with other employees
interactions with the management,manager interaction with other managers and management
interaction with shareholders.
While in external analysis three environment should be studied and analyzed
a) immediate/industry environment
b) National environment
c) Broader socio-economic environment/macro environment
PESTLE analysis will be able to analyse the external environment of the organisation

PESTLE Analysis
This provides the “big picture” framework,which helps business owners to build a vision of the
future and to decide on appropriate actions that take into account,both the positive and
negatives of the macro business context e.g.the product,or service may suit the global market
(positive) but the company has little experience or knowledge of the cultural context of the
business world beyond europe (negative).

The PESTLE Matrix

 Political Economic
a)Current legislation a)Economic situations and trends
b)Future legislation b)Taxations to products
c)Regulatory body and process c)Market and trade cycle
d)Government policies d)Interest and exchange rates

Social Technological
a)Lifestyle change a)Replacement
b)Demographic b)Manufacturing capacity
c)Consumer buying pattern c)Innovation potential
Licensing patents

Legal Environmental
a)International law a)Environmental issues
b)Employment law b)Environmental impact
c)Competition law c)Environmental legislation
d)Health and safety law d)Energy consumption

SWOT analysis
The SWOT matrix identifies the strength,weaknesses,threats and opportunities of a business
firm.By following this,the company could build its strength,minimize its weakness,exploit its
opportunities and overcome its threats.In recent management literature,SWOT has been
renamed as SWOC, by replacing the term ‘threats’ by ‘challenges’ which are more positive in
nature.

Organizational analysis for training

Training is designed to help the organization accomplish its objectives.Organizational analysis is
basically a systematic study of an organization’s objectives,resources,resource allocation and
utilization,growth potential and its environment.

Elements of organisational analysis

i)Analysis of objectives
The long term and short-term objectives and their relative priorities should be properly
analyzed.Specific goals for various departments should be stated which will serve as means for
achieving the overall organizational objectives.

ii)Resource utilization analysis

The allocation of human and physical resources and their efficient utilization in meeting the
operational targets should be analyzed.

iii)Climate analysis
An organization’s climate reflects the attitude of its members with regards to trust
loyalty,openness,commitment to organizational goals

Types of need analysis

i) Institutional analysis
Why a training program is seen as the recommended solution to a business problem,what the
history of the organization has been with regard to employee training and other management
interventions

ii)Person analysis
Do the employees have required skills? Are there changes to policies,procedures,software, or
equipment that require or necessitate training?

iii) Work analysis/Task analysis

Analysis of the tasks being performed.This is an analysis or job analysis,this analysis seeks to
specify the main duties and skill level required.

iv) Performance analysis

Are the employees performing up to the established standard? If performance is below
expectations,can training help to improve this performance?Is there a performance
gap?Sources of performance data are:Performance appraisals,Performance
measures,turnover,losses,accidents,Absenteeism,and customer complaints.

v) Content analysis
It is important that the content of the training does not conflict or contradict job requirements.

vi)Cost- Benefit analysis

Analysis of the return on investment (ROI) of training.Effective training results in a return of
value to the organization that is greater than the initial investment to produce or administer
training .

Chapter 2
Organisation and management of training function

Learning
Learning is acquiring new,or modifying existing,knowledge,behaviours,skills,values.

Learning process
1.Receiving
Information comes in many forms.Our senses offer us information all the time.We filter the
information,selecting what is relevant at the moment.

2.Assimilating
In order to learn something ,we must connect what we have taken through our senses with
information we already have stored away.This helps us to make sense of information we have
received.

3.Storing
Once information has been assimilated ,it must be stored for reuse,if we are abel to say we
have learnt.

4.Using
This implies that we cannot claim to have learnt something until we have tried to use it.So
learning opportunities should carry with them the opportunity to use what has been learnt.

Dimensions of learning (Depth of learning)

1.Single loop learning
Single loop learning is all about correcting errors without questioning the depth problem

2.Double loop learning

Double loop learning detects errors,questions in-depth problems behind actions & behaviour
and also learns from mistakes.

3.Thriple loop learning

This level of learning is the hardest of all to achieve as it is focused on the purpose or principles
of the organisation,challenging whether these are appropriate.

Learning theories
There are number of theories,each of which focuses on different aspects of the learning process
as applied to people in general.The main theories are

1) Reinforcement theory
Reinforcement theory is the process of shaping the behaviour by controlling the consequences
of the behaviour.In reinforcement theory a combination of rewards/or punishments is used to
reinforce desired behaviour or extinguish unwanted behaviour
Reinforcement may be positive or negative- positive reinforcement reinforcement includes
promotions,bonus,awards etc.
Negative reinforcement includes- punishment donation etc.

2) Cognitive learning theory

Cognitive learning involves gaining knowledge and understanding by absorbing information in
the form of principles,concepts and facts and applying it.

3) Experiential learning theory

Experiential learning takes place when people learn from their experience by reflecting on it so
that it can be understood and applied
 4) Social learning theory
Social learning theory states that effective learning requires social interactions.It views learning
as a series of information processing steps set in the brain by social interactions.

5) Constructive approach to learning

Knowledge is gained through reason,by considering the available information and assembling a
personal interpretation.

Learning curve
A laborer learns through repetition as to how best he could perform a task..Effects of learning
can can be plotted in a curve known as learning curve.Those who have already gone through
their learning curve are now in a position to apply their experience to analyze the process into
value adding activities and non value adding activities.

Knowledge management

What is knowledge
1.Fact
2.Information
3.Skills you acquired through education/experience
4.Understanding a subject
5.Awareness

The purpose of knowledge management is to ensure that the right information is delivered to the
appropriate place or at right time to enable informed decision
For eg: A fire force required to extinguish fire instead of a doctor.

Better example for knowledge management

You have a pool of experienced people.If they resign from your organization you will have a big
problem.But you can hire new people but they are inexperienced and your productivity will
drop.While more experienced people are often too expensive.So in this situation sharing of
knowledge to the peers will help help keep an organization to solve this problem.Such a
situation should be created continuously.

Knowledge management model

Knowledge management model should states how knowledge should be shared among
individuals in an organisation there are several models based on this.They are

1.Nonaka - Takeuchi model

This model was obtained after the research regarding the success of some japanese
corporations,about obtaining creativity and innovation.
Tacit knowledge
is the kind of knowledge that is difficult to transfer to another person by means of writing
it down or verbalizing it.Tacit Knowledge: Knowledge gained from personal experience that is
more difficult to express.

Explicit knowledge
Explicit knowledge is knowledge which is easily transferable.

Tacit knowledge
from explicit knowledge
Externalization
Socialization

Internalization Combination

Socialization means to share knowledge by direct social interactions.Next phase of

knowledge conversion it is represented by combination.We understand by combination
the process to combine knowledge pieces in order to obtain new knowledge forms.

2) Choo model
Choo model centres on how informational elements are selected and introduced in
company actions.This action results from the concentration and absorption of
information coming from the external environment in every cycle.for eg: bank rotation

3) Boisot model
Boisot made a distinction between information and data,emphasizing(giving special
importance) that information what an observer will extract from data,according to his
own experience and previous knowledge.Boisot model implies that in many situation the
context loss because of codification can lead also to the loss of important
knowledge.This content needs a shared context in order to be interpreted and it
requires face to face interactions(similar to socialization phase from nonaka model)

4) Von Krogh & Roos model

This is the first model that clearly distinguishes between individual knowledge and social
knowledge.
The following aspects are analyzed
1.Why and how the knowledge gets to the employees of a company
2.Why and how the knowledge reaches the organization
3.What does it mean knowledge for the employee
4.What are the barriers of organizational knowledge management

Chapter 3
Training climate and pedagogy

Training climate
Training climate means the various influences in an organization that affect the
effectiveness of the training

Training pedagogy
Pedagogy is the strategies,techniques,and approaches that teachers or trainers can use
to facilitate learning.

Significance of training pedagogy

a) Needs assessment
Good teachers keep checking for understanding and they keep searching for the things
that will enable each learner to succeed.They do everything possible to give learners
good reasons and they view each and every dropout as a personal failure.

b) Professional growth
(How can i improve my teaching training) effective teachers/trainers cannot afford to rest
for very long because the learners have a way of bringing a remarkable new set of
challenges into the classroom each day.What worked with some learners last may fail
this year.

c) Classroom culture
If a teacher/trainer do not create a culture that is safe,comfortable,encouraging and
supportive learning may not occur

d) Strategy
Effective teachers devote time to matching strategy to situation.

e) Resource management
Good teachers/trainers learn to make good things happen for learners despite
shortages,distractions or threats
 f) Problem solving
Smart teachers/trainers try to anticipate what might go wrong and have backups plane
ready just in case.If the computer network suddenly freezes and a lesson requiring
internet access is suddenly blocked

Training stages
i) Pre training stage
Planning of training needs includes setting of narrow and broad objectives,identification
of training tools and trainers,selection of training methodology ,scheduling etc.

ii) Training stage

This is the delivery stage of a training program.Successful delivery is dependent on
trainees,trainers and most important on training climate.

iii) Post training stage

This is the implementation stage.It is crucial that all the learning is implemented and
feedback taken so as to understand impact of training and help in designing and
improving future training programs

Developing training modules

Training module is an instructional guide primarily used for teachers and learning step
by step procedures.

Step 1 :Identify learning objectives

The list of skills you want people to learn in given session

Step 2 : Design the program

1:Welcome and introduction of topic to .Explain the context that makes this training
valuable and what skills will be covered to help people do a better job

2.Show the problem ,need or new opportunity this training is to address.This may
include examples of bad work,information on what the lack of skills results in ,or (if a
brand new skill and outcome) how the new skills would be used and what new
outcomes will accomplish

3.Demonstrate how to perform or use new skills.Ask for questions and

clarification.check for understanding
4.Exercise :Participants are given a change to practice the new skills and receive
feedback,from the facilitator and each other

Step 3 : Prepare materials

Good materials make strong impression in training.Handouts and powerpoint programs
should be summaries.Good exercises require clear,easy to use,relevant material.Poor
materials will ruin a training session

Step 4 : Practice
Check your times and you will be able to complete the program as planned.

Factors contributing to effectiveness of training

The following things to be borne in mind while planning training to make the training
sessions more effective

1.Enabling objectives
a)Use effective presentation skills
b)Introduce a presentation
c)Use questioning techniques
d)Summarize a presentation

2.Charecteristics of learners
a)Are highly motivated if they believe learning is relevant
b)Need participation and active involvement in the learning process

3.Invloving participant
a)Questioning and feedback
b) Group and individual projects
c) Classroom activities

4.Use a variety of methods

a)Audio visuals
b)Small group activities
c)Role play and case activities
d)Guest speakers

5.Use positive feedback

a)Give verbal praise either in front of other participants or in private
b)Use positive responses during questioning
6) Treat participants as individuals
a) Use participant names as often as possible
b) Involve all participants as often as possible
c) Treat participants as often as possible
d) Allow participants to share information with others

7) Effective presentation skills

a)Follow a plan and use trainer’s notes
b)Communicate in a way that is easy to understand
c)Maintain eye contact with participants
d)Project your voice
e)Avoid the use of slang and repetitive words,phrases or gestures
f) Display enthusiasm
g)Move around the room
h) Use appropriate audio visuals
i) Be sure to ask both simple and challenging questions
j)Use participants names
k)Display a positive use of humor
l) Be an effective model

8) Introduction techniques
a) Reviewing the objectives
b) Asking a series of questions about the topic
c) Relating the topic to previously covered content
e) Sharing a personal experience
f) Relating the topic to real life experience
g) Using a case study or problem solving activity

9) Questioning techniques
a) Ask a question of the entire group
b) Target the question to a specific participant
c) The key in asking a question is to avoid a pattern
e) Use participants name during questioning
f) Repeat a participants correct response
g) Provide a positive reinforcement

10) Participants responses

a)Use participants names during questioning
b)Repeat a participants correct response

11) At the end

Seek feedback,both formal/informal

Facilities planning and training aids

Facilities planning
Planning of facilities is essential for the success of any training programme.The facilities
include physical facilities,learning materials and training aids etc.

Layout for training sessions

1.U shape
This is an all purpose set up.The participants have a reading and writing surface,they
can see you and a visual medium easily ,and they are in face to face contact with one
another.It is also easy to pair up participants,especially when there are two seats per
table .The arrangements is ideal for distributing handouts quickly to participants
because you can enter the ‘U’ and walk to different points with set of materials

2.Conference table
It is best if the table is circular or square.This arrangement minimizes the importance of
the leader and maximizes the importance of the group.

3.Circle
Simply seating participants in a circle without tables promotes the most direct face to
face interactions

Training aids
All learning is through the senses.The more senses are brought into use the more
effective is the learning 97 percent of learning is achieved through simultaneous appeal
to eye and ear.It is because of this that we should make use of audiovisual aids in
training.Effective use of audiovisual aids can be used to add interests as well as
supplement verbal explanations.Proper use of instructional aids saves time,adds
interest,helps trainees learn and makes your job easier.But remember that aids to
training are aids only.They are not substitutes for training

Classification of instructional aids

Projective aids
a) Motion pictures
b) Videos
c) Projector

Non projective aids

Chalk board
White board
Charts and diagrams

Selection of training aids

In selecting aids takes into account the following
a)Practicability
b)Attractiveness and interest
c)Suitability
d)Availability
f)Location
g)Preparation and presentation

Training methods and techniques

The important methods of imparting training to the operative employees are as follows

On the job training

This the most effective method of training the workers.This method is practical oriented
and it facilitates learning by doing.The worker is given training at the workplace by the
supervisor

The different methods of ‘on the job training are described as follows
a) Coaching
Here the emphasis is on learning by doing.This method is very effective when the
supervisor has enough time to instruct his subordinates

b) Understudy
Here the supervisor imparts training to a subordinate as his understudy or assistant.The
subordinates learns through experience and observation

c) Job rotation
The trainee is systematically transferred to various jobs so that he can goan the
experience on each of them .If sufficient time is allowed on each job( ie is not frequently
transferred),he will be thorough with his job

d) Vestibule training
This type of training is suitable where a large number of persons are to be trained at
the same time for the same kind of work.The word vestibule means a place between the
outdoor and the interior of a building

Off the job training

This is concerned with imparting training to employees outside the actual work
place.The different methods of off the job training are described below

1.Classroom training
The instructor or trainer gives lectures on all job related aspects and clarifies the doubts
of employees.The trainer may make visual presentations of powerpoint presentations
for imparting knowledge

2. Group discussion method

In this method a group of employees or trainees discuss a concept,knowledge or job
related problems.The leader of the group or a moderator then consolidates these ideas
and opinions in a report.The object is to generate more ideas on the subject and
participants are encouraged to put forward innovative ideas.

3. Cass study methods

Case study is a written description of a story,incident,organisation or situation.When the
employees encounter such problem or situations in real life situations they can take
appropriate decision or action

4. Conferences
Under this method employees of an organisation assemble at a particular place and
discuss different aspects of a topic.Experts address the conference and deliver lectures
on the subject topic

Chapter 4
Technical training

Total quality management

A management system that seeks the efficient achievement by focusing the efforts of
every member of the organization on customer satisfaction and by using quality
techniques in each of the subjects of the organization
The emphasis of TQM is to design and built quality product,rather than allow defectives
and then inspect and rectify them .

The three core concepts of TQM are

a) Quality control
It is concerned with the past and deals with data obtained from previous
production,which allows action to be taken to stop production of defective units.

b) Quality assurance
It deals with the present and focuses to create and operate appropriate systems to
prevent defects occurring.

c) Quality management
It is concerned with the future and manages people in a process of continuous
improvements to the product and services offered by the firm.

Total quality management (TQM) environment

a) Customers would receive what they have ordered- without errors or mistakes ,on
time,all the time and for the right price
b) Suppliers would meet your requirements.Incoming inspections,Inventory levels
and administrative hassles would be reduced or eliminated
c) Sale staff would spend their time working with customers,understanding their
needs and getting orders,instead of acting as schedules or taking the heat for
poor quality,late delivery ,or paperwork errors
d) New products,processes and services,would be developed to agreed- upon
requirements,as scheduled and at lower costs

Benefits of TQM
a) The company becomes more competitive
b) Increased market share
c) Cost reduction
d) Things happen faster
e) The organization becomes easier to manage
f) Communications improve
 g) People help solve problems =,experiencing less frustration and more satisfaction

To be successful implementing TQM,an organization must concentrate on the eight key

elements
1.Ethics 5. Integrity
2.Trust 6.Training
3.Teamwork 7. Leadership
4.Recognition 8.Communication
Key elements
TQM has been coined to describe a philosophy that makes quality the driving force
behind leadership,design,planning, and improvement initiatives.For this,TQM requires
the help of eight key elements.These elements can be divided into four groups
according to their function.The groups are

I.Foundation - It includes:Ethics,Integrity and trust

II.Building bricks - It includes:Training,teamwork and leadership
III.Binding mortar - It includes communication
IV. Roof -It includes:Recognition

I.Foundation
1) Ethics- Ethics is the discipline concerned with good and bad in any
situation.Organizational ethics establish a business code of ethics that outlines
guidelines that all employees are to adhere to in performance of their work.

2) Integrity - Integrity implies honesty,morals,values,fairness and adherence to the facts

and sincerity

3) Trust - Trust is a byproduct of integrity and ethical conduct.Without trust the

framework of TQM cannot be built.Trust encourages full participation of
employees.Trust is essential to ensure customer satisfaction.So, trust builds the
cooperative environment essential for TQM.

II.Building bricks
Basing on the strong foundation of trust,ethics,and integrity,bricks are placed to reach
the roof of recognition.It includes

4.Trainning
Training is very important for employees to be highly productive.Supervisors are solely
responsible for implementing TQM within their departments,and teaching their
employees the philosophies of TQM

5.Team work
To become successful in business,teamwork is also a key element of TQM with the use
of teams ,the business will receive quicker and better solutions to problems

6.Leadership
Leadership in TQM requires the manager to provide an inspiring vision,make strategic
directions that are understood by all and to instill values that guide subordinates.For
TQM to be successful in the business,the supervisor must be committed in leading his
employees

III . Binding mortar

Communication means a common understanding of ideas between the sender and the
receiver.The success of TQM demands communication with and among all the
organization members ,supplies and customers

There are different ways of communication such as

A. Downward communication
This is the dominant form of communication in an organization.Presentation and
discussions basically do it.By this supervisors are able to make the employees clear
about TQM.

B.Upward communication
By this lower level of employees are able to provide suggestions to the upper
management of the effects of TQM.This is a forms a level of trust between supervisors
and employees.This is also similar to empowering communication ,where supervisors
keep open ears and listen to others

c.Sideways communication
This type of communication is important because it breaks down barriers between
departments.It allows dealing with customers and suppliers in a more professional
manner.

IV.Roof
Detecting and recognizing contributors is the most important job of a supervisor.As
people are recognized,there can be huge changes in self esteem,productivity,quality
and the amount of effort exhorted to the task at hand.Recognition comes in different
ways,places and time such as,

Places - Good performers can be recognized in front of other departments,on

performance of boards and also in front of top management
Time - Recognition can given at any time like staff meeting,annual award banquets(A
form of large meal)

Attitudinal training
Attitudinal training is a mental state that forces a learner to choose to behave in a
certain way

Strategies for attitudinal training

1) Behavioural modeling
Behavioural modeling is a component of social learning theory is the act of guiding the
employees how to do something by showing them the standard model behaviour for eg:
showing a video of comparing two ways of managing an angry customer.The first one
ends poorly but the second one ends in a nice way by using conflict resolution (peaceful
end) techniques

2) Role play simulation

Role play simulation are forms of experiential learning.Learners take on different roles
assuming a profile of a character or personality, and interact and participate in complex
learning settings

3) Showing results of risky behaviour

For example,I conducted a video interview with a patient who suffered from a hospital
acquired infection in order to motivate healthcare workers to improve their hand
sanitation practices.Emotional impact can change attitudes

4) Telling stories
Storytelling is a strategy that appeals directly to the emotions.Stories are known to
evoke emotions,which forms a connection between the message and the audience.In
particular when audience members see themselves in a story,the message becomes
more meaningful

Attitudinal training methods

Some important attitudinal training methods are iven below

Jigsaw method
Jigsaw method is method of organizing classroom activity that makes students
dependent on each other to succeed .It breaks classes into groups and breaks
assignments into pieces and divide the pieces to the groups and group discusses the
assignment & rearrange the group and discuss the whole assignments and again go
back to the original group and discuss the whole assignments in a group

Fish bowl method

In this type of training twenty five participants seat in two concentric outer and inner
circles.The inner circle is the target group in which members either discuss a
pre-selected topic or move towards completion of a group task.After the discussion by
the members of inner group ,which may extend up to half an hour,the outer group ask
questions to the inner group members.The trainer should select a topic for discussion
that is either familiar to the participants or of interest to them.In this method,the trainer
shall act as a facilitator and guide the participants towards constructive results.

Business game
Business game is a training technique in which participants consider a sequence of
problems and take decisions.The trainer has to be active and fully involved to produce
desired result from this method .He should have a complete understanding of the game
and clearly explain it to participants.He should always be alert to handle new situations
while running the training programme.He should have complete situation under his
control.

T group
T group is a form of group training where participants learn about themselves through
interactions with each other .They use feedback problem solving to gain knowledge into
themselves,others and groups .

Training for creativity and problem solving

Creative problem solving is a proven method for approaching a problem or a challenge
in an imaginative and innovative way.Its a tool that helps people re-define problems they
face,come up with breakthrough ideas and then take actions on these new ideas.Alex
osborn and sidney parnes conducted extensive research on the steps that are involved
when people solve problems ,the result of which six steps ie,gather data,clarify the
problem,generate ideas,select solutions,plan for action.

Training for leadership

Great leader are able to
a) Help each others achieve their maximum potential
b) Generate positive long term results
c) Motivate others by establishing trust and communication
d) Take ownership, accountability, and set goals to achieve maximum performance

Objectives of leadership training

Making key decisions
Handling your and other people’s stress
Empowering motivating and inspiring others
Leading by example

Communication training
By providing communication skills training,companies help leaders and employees to
write, speak,serve customers , and lead people more effectively.positive results of these
training mean efficient use of time and resources ,increased client retention and
sales,and increased credibility of managers and supervisors.

Common topics in communication training

Presentation skills,managing the media,listening skill,written communication,writing
skills,dealing with difficult people,group decision making ,effective telephone skills etc
are common topics in communication training.

Benefits of communication training

1)Greater respect among staffs and leaders
2)Increased profits
3)Saved time
4)Greater public perception of credibility
5)Higher employee productivity

Evaluation of training
Evaluation of training compares the post training results to the objectives expected by
managers,trainers and trainees
1.Evaluation involves the assessment of the effectiveness of the training programs
2.This assessment is done by collective the data on whether the participants were
satisfied with the deliverables of the training program,whether they learned something
from the training and are able to apply those skills at their workplace

Krikpatrick’s model of training evaluation

This model is arguable the most widespread for evaluation in use.It is simply,very
flexible and complete.The four levels as described by Krick patrick are as follows

1.Reaction time
Reaction implies how favorably the participants have responded to the training

2.Learning
At the level of learning the evaluation is done on the basis of change on the ASK
(Attitude,Skill and Knowledge) of the trainees.The evaluation involves observation and
analysis of voice ,behaviour,text

3.Behaviour
Behaviour evaluation analyses the transfer of learning from the training session to the
work place.Here the primary tool for the evaluation is predominantly the observation.

4.Results
The evaluation is done allowing certain time for the results to be achieved

Benefits of training evaluation

Evaluation act as a check to ensure that the training is able to fill the competency gaps
within the organisation in a cost effective way.This is specially very important in wake of
the fact the organisations are trying to cut costs and increase globally .Some of the
training benefits of the training evaluation as under.

1) Check the cost

Evaluation ensures that the training programs are effective in improving the work
quality,employee behaviour,attitude and development of new skills within the employee
within a certain budget
2) Feed back of the trainer
Evaluation also acts as a feedback to the trainer or the facilitator and the entire training
process.Since evaluation accesses the individuals at the level of their work ,it gets
easier to understand the loopholes of the training and the changes required in the
training methodology.
Costs and benefit analysis of training

Cost of training

Trainers salary
Materials for training
Cost of facilities
Equipment
Transportation
Trainee’s salary

Benefits of training
Increase in production
Reduction in errors
Reduction in turnover
Less supervision necessary
Ability to advance
New capabilities
Attitude changes

Chapter 5

Management development
Management development includes the process by which the managers and executives
acquire not only the skills and competency in their present job but also capabilities for
the future managerial task of increasing difficulty and scope.

Nature of management development

1) Behavioural changes
It implies that there will be a change in knowledge and behaviour of the individual
undergoing development program.The individual will be able to perform his present
assignment better and will increase his potential for future assignments

2) Self development
Managers develop them by participating in training organized by the organizations.They
also make use of actual job experiences in learning new behaviour.

Important and nature of management development

1.Mangerial obsolescence
If we don't update their managerial knowledge they are likely to become obsolescence
in their profession.

2. Technological obsolescence
Information revolution and introduction of computers have introduced automated
production lines.This has changed the working environment .Executive must be
exposed to these changes to understand ,appreciate and get them involved and
become in line with the modern setting

3.Conservation of resources
The most important task is optimum utilization of the resources .Executive should be
exposed to new techniques to find better methods of utilization of resources.

4.Competative advantage
Globalization and liberalization has made the competition more severe.Managers must
learn to take action for quality improvement,cost reduction techniques ,better logistics
,better after sales and services.

5.Quality of life
Proper training and executive development of managers in such organisations will be a
great boon to improve the quality of life of people because all these services directly
affect life.

Management development process

The process of arriving the developmental needs are in 3 stages they are
1. Stage 1
In the stage 1 , at the macro level ,there are three key elements considered as
competitive advantage ,organizational strategy and organizational objectives.The
analysis of competitive environment helps the organization to decide its competitive
environment helps the organization strategy is drawn out in an attempt to transform or
reposition the organization.
 2. Stage 2
This stage is the most important and crucial phase of the executive development
process.This stage deals analysis on the competency mapping,identification of
competency gap and career planning.In the competency stage which helps to capture
competencies of all the employees of the organization which includes capacities of
management also.

3. Stage 3
This stage is consisting of three levels.The first level of this stage deals with the
activities involving training needs assessment of individual and of all employees based
on which annual training plan (AT P) is drawn.Based on annual training plan the
employees are chosen to expose to either corporate training program,for internal
training programs and external organizations.While deciding the venue and types and
nature of training program.

Advantages of management development

1.Failure to train the managers will lead to ineffective and inefficient management who
negatively affect the organization’s performances.

2.In the absence of training and development concept in an organization may lead
negatively ,unmotivated ,frustrated that may lead severe losses to the organization.

3.The organizational performances are affected by the degree of market share,lower

sales and reduced profitability etc

4.The absence and shortage of trained executives ,make it important for the
organizations to have retention policy.

Methods and techniques of management development

1.Understudy
Here the supervisor imparts training to a subordinate as his understudy or assistant.The
subordinates learns through experience and observation.

2.Job rotation
The trainee is systematically transferred to various jobs so that he can goan the
experience on each of them .If sufficient time is allowed on each job( ie is not frequently
transferred),he will be thorough with his job.

3.Assistnat to position
Here the learning takes place by experience.While observing and doing things ,the
learners gain the first hand information

4.Conferences
These are discussions,in which the specialist starts with presentations, the line
managers comes face to face and tries to help them to arrive at satisfactory
solutions.Corporate conference a highly informative event bringing top international and
regional executives to discuss current issues,challenges and trends in corporate
communications.

Models of management development

A common truth in management development is that managers train or to be trained by
others in a way by copying someone else behaviour.This is not surprising because a
great deal of human behaviour is learned by modeling as if like a child learning from
parents.

Itis important to note that modeling cannot be always true because one can learn what
not be by observing a model.So we can say that positive and negative models can be
beneficial to a new manager