ADM 2337 Lecture Notes - Lecture 7: Programmed Learning, Task Analysis, Active Listening

• School: University of Ottawa
• Department: Administration
• Course: ADM 2337
• Professor: Catherine Elliott

Document Summary

Tends to be more narrowly focused and oriented toward short-term performance concerns. Effort that is oriented more toward broadening an individual"s skills for future responsible. Examine the environment, strategies and resources the firm faces to. 1 determine what training it should emphasize (e. g. , new products, new skills, too many workplace injuries?) The tasks performed in a job, the steps within each and the knowledge, skills, abilities required. Which employees need training, and their individual learning needs (e. g. , areas for development) Represent the desired outcomes of a training program. After completing training, participants should be able to: Accurately describe the primary features of all phones that that they support. Follow the standard telephone script, without error. Use active listening techniques to respond to a customer inquiry. Successfully resolve a basic customer inquiry within 2 minutes. Coaching, job rotations, understudy assignments, special projects, etc. Analytical, problem-solving and critical thinking skills are most important; teamwork.