Effective Training: Strategies, Systems and Practices, 3rd Edition

P. Nick Blanchard and James W. Thacker

Key Areas of Training

Chapter Ten

Chapter 10 2

Stage Models of Socialization Anticipatory -socialization/prearrival/

entry – prior information Encounter/socialization stage – roles

clarified, establish interpersonal relationships, confirm/disconfirm expectations

Role management/change and acquisition, mutual acceptance – change and acquisition, resolve conflicts

Chapter 10 3

People Processing Strategies Formal versus informal –segregated

from work context or not/similar vs. unique experiences

Individual versus collective Sequential versus nonsequential –

probation, etc. versus completely at end of orientation

Fixed versus variable – time frame set

Chapter 10 4

People Processing Strategies (continued) Separate groups – sorted by tracks

vs. all together Internal/external – senior

members/mentors work with recruits vs. trainers not part of work group

Investiture versus divestiture – preserve or strip away part’s of newcomer’s identity

Chapter 10 5

Possible Positive Outcomes from an Effective Orientation – Part 1 of 3

Reduce anxiety Better understanding of expectations and early meeting of coworkers results in the new employee not feeling the higher level of anxiety associated with the first few days on the job.

Reduce role ambiguity A structured opportunity to see what is required on the job, and greater comfort in approaching the supervisor and coworkers to ask questions about the job provides more opportunity to clear up any job requirement misunderstandings.

Reduce turnover There is substantial evidence that effective orientations reduce turnover.

Chapter 10 6

Positive Outcomes Possible from an Effective Orientation – Part 2 of 3

Improved job performance Better understanding of job requirements and a willingness to ask for assistance results in fewer errors, and higher production levels sooner. This translates to improved performance.

Higher level of Commitment

Evidence suggests those who receive effective orientations are more committed, involved in their job, and more likely to take on the values of the organization.

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Positive Outcomes Possible from an Effective Orientation – Part 3 of 3

More effective/efficient

Organization The organization that has new employees:

performing better, faster with a clearer understanding of responsibilities staying with the organization longer, and more committed to company values and objectives

will be more efficient, effective and of value to its shareholders.

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Problems with Orientation Programs Paperwork Information overload/irrelevance Scare tactics Too much selling of organization Emphasis on formal, one-way information One-shot – such as one day No diagnosis or evaluation Lack of follow-up

Chapter 10 9

What Is Diversity? Although definitions vary, diversity simply

refers to human characteristics that make people different from one another

Not just individual characteristics over which a person has little or no control include biologically determined characteristics such as race, sex, age, and certain physical attributes, as well as the family and society into which he or she is born.

It is important to keep in mind the distinction between the sources of diversity and the diversity itself. Without this distinction, stereotyping tends to occur.

Chapter 10 10

Advantages of an Effective Diverse Workforce – Part 1 of 4

Larger Applicant Pool Companies with an effective, diverse workforce become known for this, resulting in more diverse applicants for jobs.

A larger, and more diverse applicant pool gives the organization a higher likelihood of selecting better employees, creating a more effective workforce.

Chapter 10 11

Advantages of an Effective Diverse Workforce – Part 2 of 4

Less turnover which would translate into less rehiring due to quits.

Reduced tension, leading to less absenteeism, fighting, refusing to cooperate on projects and so forth.

Lower costs associated with legal representation and settling lawsuits for discrimination.

Reduced Costs

Chapter 10 12

Advantages of an Effective Diverse Workforce – Part 3 of 4

Access to more markets

The more an organization reflects the diversity of its market, the more likely a diverse customer base can be cultivated. In general, minorities and women prefer to buy from organizations with a diverse employee base.

As business becomes more international, those with employees that understand the cultures of international markets will do better.

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Advantages of an Effective Diverse Workforce – Part 4 of 4

Creative Problem Solving

The more diverse the group, the more diverse the ideas that are generated.

Employees with different backgrounds are more likely to see issues from very different perspectives. This results in more creative ideas (other things being equal), which can result in better products and services.

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Diversity Training

Adopt an inclusive definition of diversity that addresses all kinds of differences among employees, including (but not limited to) race, gender, national origin, disabilities and age.

Make sure that top management is not only committed to establishing a diversity program but also communicates that commitment directly to all employees.

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Chapter 10 15

Agenda for Assuring Diversity Remains an Important Part of the Organization – Part 1 of 2

Develop diversity refresher training and implement throughout the company

Cover holidays that deal with diversity and publish throughout the plant

Create a Diversity Council and publish what it does throughout the plant

Write articles about diversity in the plant newsletter

Have a booth on diversity at appropriate company events (e.g., picnic)

Periodically invite managers who are not members, to diversity council meetings

Chapter 10 16

Agenda for Assuring Diversity Remains an Important Part of the Organization – Part 2 of 2

Have plant manager share information monthly on what is going on in the way of diversity issues

Have a mentoring program so employees have someone to go to for help

On a regular basis, address, supervisor guidelines for appraisal and employee development decisions

Address any plant concerns regarding diversity in a timely manner and report back to person affected

Monitor the impact of diversity efforts, praising successes and investigating the failures

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Avoiding Backlash

Trainer should be a model for valuing diversity

Don’t force people to reveal feelings Respect individual life styles Don’t put pressure on one group to

change

Chapter 10 18

Avoiding Backlash (continued) Integrate with organizational

overall approach to diversity Avoid taking a remedial approach

identifying trainees as having problems

Allow open discussions

Chapter 10 19

Effective Strategies for Dealing with Sexual Harassment – Part 1 of 3

Set an example at the top

Get their support for training, but also get their support in their behavior at work.

Provide training Everyone needs to know what is acceptable and what is not. Provide information sessions with examples and role plays to make clear what is not appropriate.

Check for understanding

Labor lawyers strongly recommend having a written exam to measure learning at the end of training and retraining for those who do not meet the standard. If there is a law suit, this will show that everyone knew what was expected.

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Effective Strategies for Dealing with Sexual Harassment – Part 2 of 3

Refresher training Refresher training annually keeps everyone sensitive to the topic and up to date on current issues.

Investigate complaints quickly

Be sure there is an adequate complaint procedure that does not involve a person’s supervisor. Often it is the supervisor that is the problem.

Respond quickly! You need to determine the merits of the case and if it appears meritorious, take steps ASAP to stop any unacceptable behavior.

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Effective Strategies for Dealing with Sexual Harassment – Part 3 of 3

Keep information confidential

Only those directly involved should know about investigations. You don’t want people being intimidated because they filed a complaint. You may choose to remove the person from the work place during the complaint (with pay) to demonstrate complaints are taken seriously.

Provide equal and effective punishment

Guidelines regarding sexual harassment should be clear and penalties for violation severe. Those who violate the guidelines need to be dealt with no matter who they are in the organization.

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What Experts Suggest is Necessary to Include in a Sexual Harassment Policy –

According to attorneys and experts a policy protects your organization if it: States the organization has a strong opposition to sexual harassment Explains what it is with examples employees will find relevant to their

jobs Establishes a clear procedure for reporting harassment that does not limit

the reporting to a supervisor in the department or in Human Resources.

Warns that violations could be punished by discipline that could include dismissal regardless of level in the organization.

Pledges that investigations will be conducted promptly and there will be no retaliation for reporting such issues.

Have a “hotline” dedicated to such reporting.

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Tips for improving self efficacy of those requiring literacy training.

Assure trainees that they are being asked to upgrade because of their importance to the company

Do not use demeaning names for training such as illiteracy training. Use a positive name related to the job.

Make participation rewarding not punishing. Pay them for the time, or have it on company time

Where possible, Indicate the need for training is widespread and many similar employees have successfully completed the training

Provide early successes so trainee can see they are able to do it

Use company related examples so it is meaningful and useful right away

Chapter 10 24

Other Training Programs Training and equity The glass ceiling Disabled Basic skills training Safety Training