Textbook: Blanchard N. P. & Thacker J (2013) Effective Training, 5/E, Pearson, ISBN: 9780132729048
Read Case Study at the beginning of Chapter 6. You are assigned the challenge of designing the training program for the temporary CSS employees, who must complete training before they become permanent CSS employees.
1. What are the training objectives for the CSS training program? Indicate how these objectives are tied to the KSA requirements. Assume that all trainees have college degrees but need KSAs in all other areas listed in the Qualifications section.
2. On the basis of the training objectives, provide a training agenda and indicate the time allocated and order of modules in your program.
3. For each module, describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale.
4. How will you evaluate whether each person in your training program has mastered the knowl-edge and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS employees graduating from your program.
CSS Training Institution Date Training objectives As new recruits, the need to have the knowledge skills and attitude required to fit into the new CCS positions require fundamental training to adhere to the said standards (Liebermann & Hoffmann, 2008). The training objectives for the new recruits thus would include equipping them with conflict resolution skills, communication skills, and problem-solving skills, supervisory and customer service skills this will ensure the recruits can make them familiar with the operational requirements of their new duties. The training will equip them with the skills, and requirements of the job (Blanchard & Thacker, 2013). KSAs requires CSS staffs to exhibit the ability to communicate succinctly, accurately, and pleasantly with customers. This requires proper training on communication skills, courtesy training tact, and desire and to practice customer centrism. Communication ski