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HRM200 Study Guide - Midterm Guide: Customer Service Training, Business Link, Management System

Human Resources Management
Course Code
Katrina Di Gravio
Study Guide

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- Employee Orientation (onboarding) = a procedure for providing new employees with basic background
info about the firm and the job
1/ Socialization
ongoing process of instilling in all employees the prevailing attitudes, standards, values,
and patterns of behaviour that are expected by the organization
2/ Reality Shock
discrepancy between what new employee expects from his/her new job and realities of
- Purpose of Orientation programs:
improved job performance
reduced first day jitters and reality shock
foundation for ongoing performance management
improved productivity
improved retention levels and reduced recruitment costs
- Special orientation situations:
diverse workforce
mergers and acquisitions
union versus non-union employees
multi-location organizations
- Problems:
too much information in a short time leading to an overwhelmed employee
too many forms to fill out
little or no orientation provided
HR information too broad; supervisory information too detailed
- Evaluation of Orientation programs: Employee Reaction. Socialization Effects. Cost/Benefit Analysis
-Training Process:
Training =
1/ Training needs analysis
determine what training is required, if any
for new employees, determine what the job entails and break it down into subtasks,
each of which is taught to the new employee
for current employees, determine whether or not training is the solution

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Task Analysis (assess training needs of new employees)
task list
when and how often performed
quantity and quality of performance
conditions under which performed
competencies and specific knowledge required
where best learned
Performance Analysis (determine training needs of current employees)
verify performance deficiency and determine whether deficiency should be
rectified through training or some other means
2/ Instructional Design
prepare curriculum
ensure training materials support learning objectives
ensure quality and effectiveness of program elements
Traditional training techniques:
o on-the-job training
o apprenticeship training
o informal learning
o job instruction training
o classroom training
o audiovisual techniques
o programmed learning
o vestibule or simulated training
o delivery and administration of learning opportunities and support via computer,
networked, and web-based technology, to enhance employee performance and
o flexible, personalized and cost effective
3/ Validation
an often-overlooked step in the training process
validate training using representative audience
make revisions based on pilot results
4/ Implementation
once the program has been validated, it is ready to be implemented by professional
train-the-trainer workshops may be required

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focus on presentation as well as content
5/ Training Evaluation
Reaction --> Learning --> Behaviour --> Results
Training for special purposes: Literacy and essential skills training. Diversity training.
Customer service training. Training for teamwork. Training for first-time supervisors.
Training for global business.
- Ethical dilemma:
Is it ethical to require employees to participate in weekend and evening training programs if they do
not want to because it is going to take time that they would otherwise spend on personal and family
1. What is Orientation?
2. What is the purpose of Orientation?
3. What are the problems with Orientation?
4. How can you evaluate Orientation?
5. What are the 6 steps in creating a training program?
6. How do we know if training is effective?
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