Principals of HR (2)

Question 1

Define Training?

Answer 1

can be defined as an organised activity aimed at imparting information and/or instruction to improve the recipient’s performance or to help them attain a required level of knowledge or skill.

Question 2

How do training impacts the performance of a company?

Answer 2

People who are trained to do their jobs properly will work more efficiently and independently

Question 3

Training must follow a process in order to ensure that the training is given to the right people for the right reasons, what are the process?

Answer 3

• Phase 1: Identify training needs
• Phase 2: Map the approach
• Phase 3: Produce learning tools
• Phase 4: Apply training techniques
• Phase 5: Calculate measurable results
• Phase 6: Track ongoing follow through

Question 4

There are a number of reasons why training may fail?

Answer 4

• There may be a lack of recognition or reward from management for skills that have been learned.
• The training may not have been relevant to the trainee’s role.
• This may result from incorrectly assessing the training needs.
• If a manager has been instructed to send their staff for specific training, but does not think that the training is necessary, the manager may not support the training or may not allow the staff to be trained.
• There may be a lack of recognition or reward from management for skills that have been learned during training and applied in the workplace.
• The training may not have been relevant to the trainee’s role. For example, someone may have been on a computer course, but if their task is filing, then they will not have the opportunity to demonstrate what they have learned during their training.
  => This may result from incorrectly assessing the training needs or wrong motivation for training within a department.
  If a manager has been instructed to send their staff for specific training, but does not think that the training is necessary, the manager may not support the training or may not allow the staff to be trained.

Question 5

What are some of the benefits associated with training?

Answer 5

*More productive employees
*Improved customer service
*Increased retention of employees

Question 6

Which phase in the training process focuses on determining the overall purpose of the training?

Answer 6

Identifying training needs

Question 7

What type of training is necessary for senior managers?

Answer 7

Leadership training

Question 8

Which step of the training process focuses on deciding on the appropriate training techniques which will be utilised?

Answer 8

Mapping the approach

Question 9

All of the following are potential reasons why training can fail except?

Answer 9

*Lack of recognition for improved skills
*Irrelevant training
–Training is too lengthy
*Manager not supporting training

Question 10

Using the high-impact training model, create a training outline for a receptionist. Include each of the following elements in your outline:
Identify what aspects of the job function a receptionist will need to be trained in?

Answer 10

The key roles that a receptionist will need to be trained in include:
- Answering the telephone
- Greeting and managing visitors and personnel face-to-face
- General administrative duties
- Basic computer skills

Question 11

Specify what type of training will need to be included (Secretary scenario)?

Answer 11

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- Telephone etiquette – answering the phone correctly and redirecting the call or taking a message.
- Greeting and assisting people face-to-face.
- Ensuring that the receptionist knows how to use all her equipment properly.
- General administrative training includes basic tasks such as filing, record-keeping (e.g. email addresses and procedures).
- Procedures are normally specific to how a company expects workflow to be carried out.
- Computer literacy (i.e. being able to email, use word and sometimes basic Excel skills).
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Question 12

Recommend what tools will be required to carry out the training (receptionist scenario)?

Answer 12

In order to train the receptionist, the trainer will need the following:

• Administrative information pertaining to the persons attending the training
• A screen or monitor to run a PowerPoint presentation, showing key points during presentation of the training
• Manuals detailing the training information, which the trainee can keep for future reference
• A structured training schedule to ensure that all modules are covered during training and that they fit into the time frame allowed for the training
• Stationery for the trainees to be able to take additional notes, if required
• A telephone system to demonstrate telephone skills
• Role play scenarios so that trainees can practise simulated situations related to the actual workplace role they will be fulfilling
• An assessment or test for the trainee/s to complete to ensure that the trainee has understood the information that has been relayed during the training session

Question 13

Describe how the receptionist can apply the training in the workplace?

Answer 13

Most of the training received by the receptionist is practical. The receptionist will be able to apply the training in the workplace by practising the functions that she learns in her everyday role –e.g. he/she can use the style of telephone greeting that she has learned to be the correct way to answer the telephone, and speak to the person on the other side (i.e. ‘PBS, good morning. How may I help you?’).

Question 14

Show how the results of the training can be measured (Receptionist scenario)?

Answer 14

The outcome of the training can be measured by the receptionist’s superior, by assessing whether she is applying the principles learned in the training, as well as whether there is improvement in her performance. This is achievable by comparing performance before training with performance after training.

Question 15

Define Education?

Answer 15

Education is a long, broad process that applies from school to university level, but it can also include the work environment.

Question 16

What are the three levels that training can be classified as?

Answer 16

• Primary education is also known as junior school, and runs from Grade 1 to Grade 7.
• Secondary education refers to high school – i.e. Grade 8 to Grade 12 (matric).
• Higher or tertiary education is studied at university or at a college.

Question 17

There is no guarantee that an employee will reach (or maintain) the level of proficiency that they have been trained to achieve. This outcome depends on a number of factors?

Answer 17

• Whether the new skills that have been learned and implemented are applied and practised
• The commitment and interest of the employee (e.g. the training may have been attended merely as an opportunity to get out of work – in this case it is unlikely that they will apply what they have learned during training)
• Whether the employee’s application and progress is monitored by their manager/supervisor
• Whether the manager supports the training and encourages the employee to apply what they have learned to their work environment

Question 18

What are the characteristics of a workshop?

Answer 18

Workshops are short, compact forms of training that are usually held over one or two days.

Question 19

What are courses?

Answer 19

Courses are normally longer than workshops, ranging from a couple of weeks to a few months, depending on the content – e.g. a computer course may be one week long, but a secretarial diploma may last for six months. In longer courses, subjects are more detailed, and more practical application is permitted, as there is more time.

Question 20

What are the characteristic of role-playing training?

Answer 20

Role play is often used in workshops and courses, simulating the actual work environment and allowing trainees to practise what they might do in a real work situation.

Question 21

What are the characteristic of E-learning?

Answer 21

-training conducted via electronic media such as the Internet – is still a relatively new concept.
-participants are usually able to learn at their own pace.

Question 22

Other types of training include the following?

Answer 22

• Basic literacy skills
• Technical skills
• Front-line skills
• Basic literacy skills: This type of training teaches people to read and write, and it often forms part of adult education. This type of training is aimed at less educated people, and helps them to have the opportunity to gain access to better jobs within the organisation.
• Technical skills: This can include basic computer skills or more advanced training for information technology (IT) technicians and programmers.
  Front-line skills: This refers to tasks such as customer service, reception and telephone skills.
• Management training: This includes delegation, team leading, team building, leadership behaviour, meeting management and problem-solving skills.

Question 23

The main functions of a manager include?

Answer 23

• managing and motivating staff;
• monitoring developments and changes to ensure that their company can remain competitive;
• remaining aware of their competitors’ behaviour in the market;
• ensuring that the company’s objectives are achieved;
• financial management;
• strategic planning; and
• growth and development.

Question 24

Development training programmes may include the following?

Answer 24

• Corporate culture transformation
• Leadership for managers
• Resilience – personal and corporate
• Public speaking
• Negotiating skills
• Conflict management
• Strategy development
• Budget development

Question 25

Which of the following is focused on teaching new skills, imparting knowledge and changing attitudes by creating new habits?

Answer 25

Training

Question 26

Define Education?

Answer 26

Education offers the foundation for life skills and future opportunities – educating people is to enable them. Through our educational foundations, we learn many useful skills; often, we are unaware that we are learning these skills until much later in life.

Question 27

The process of receiving or giving systematic instruction is the definition of?

Answer 27

Education

Question 28

Training differs from education in that it?

Answer 28

Includes coaching in the process

Question 29

Formal education demands discipline. Discipline teaches people boundaries. Rules are applied to set boundaries/standards. Some examples are the following?

Answer 29

• If students do not achieve the required minimum percentage (the pass rate), then they fail the subject.
• In many schools, students are expected to arrive before the bell rings at a specified time. If students continue to be late for school, there are consequences (punishments) that may be applied (e.g. detention).
• Uniforms must be worn within the guidelines set by a school (e.g. girls’ skirts must be a certain length).

Question 30

There are various reasons why a company may become involved in training their employees, depending on the company and its requirements; but some common reasons include?

Answer 30

• Company objectives,
• personnel development,
• team building and
• leadership development.

Question 31

Training across the workforce improves many areas within a company. Below are some of the benefits of training company staff members?

Answer 31

• Productivity usually increases when a company implements training courses – people who know what they are doing are more efficient.
• Work environments are continually changing; therefore, training ensures that staff are kept up to date and do not get left behind the company’s competitors.
• Internal training ensures that common practices are implemented within a company, developing common working procedures and strengthening internal relationships and a smooth flow of procedures.
• Training helps a business run better. Trained employees are able to handle customer queries, make informed decisions and operate systems efficiently.
• Employees are encouraged to maintain the desired work ethic.
• Training reduces employee turnover. People want to know that the company they work for is interested in them.
• Training enables people to work independently. It is very frustrating for a manager to have to micromanage staff in order for them to do their jobs properly.

Question 32

Management development is essential for the success of an organisation. Leaders need to have the experience and skills to cover a wide range of roles and responsibilities in order to be effective. Management encompasses?

Answer 32

• finances,
• personnel,
• strategic planning,
• business development,
• client relationships and budgeting,
• Relationship-building with other management,
• other businesses and personnel, social skills and public speaking.

Question 33

Name 3 skills which need to be developed in managers?

Answer 33

• Gaining respect and trust of employees
• Strategic planning
• Interpersonal skills

Question 34

Name 3 reasons for educating individuals ?

Answer 34

• It provides people with the opportunity to better provide for their families
• It leads to improved social skills
• An increase in productivity
  It teaches people to think deeper

Question 35

Name 3 benefit of training?

Answer 35

• Increased employee satisfaction
• Customer satisfaction
• Increased productivity

Question 36

What is the most basic foundation for all additional skills to follow for individuals?

Answer 36

Education

Question 37

Which assists in strengthening internal relationships and ensures a smooth flow of procedures?

Answer 37

Training

Question 38

A training practitioner has a number of responsibilities, including the following?

Answer 38

• Planning and structuring training
• Providing training material
• Using visual aids
• Facilitating icebreakers
• Communicating the content
• Setting up the training room
• Ensuring that any additional equipment or tools are available
• Providing stationery
• Ensuring that catering is arranged
• Providing certificates

Question 39

When should a training practitioner use icebreakers?

Answer 39

When they are relevant and relaxing

Question 40

Name three administrative tasks performed by a training practitioner?

Answer 40

• Ensuing payment is received for each person
• Correctly spelling each candidate’s names
• Finding out how many people will attend training

Question 41

name three responsibilities of a training practitioner?

Answer 41

• Providing certificates
• Communicating content
• Providing training material

Question 42

With regards to setting up a training venue, name three things the training practitioner should have in place before training starts?

Answer 42

• Provide refreshments
• Ensure there are sufficient chairs and tables
• Ensure there are sufficient manuals and stationery

Question 43

With regards to the material taught by the training practitioner, it is essential that?

Answer 43

It is understood from a practical perspective rather than just a theoretical one by the trainer