Employee Performance and Training
Describe the best training approach for teaching computer skills.
The best training program for teaching computer skills needs to include a multifaceted approach to combining conceptual, theoretical and hands-on learning opportunities for students to gain the greatest understanding. The often-used classroom only approach for complex workflows including instruction of how best to use screen-by-screen instructions needs to be supported with time spent online, actually using the applications. This multimodal approach to learning is optimal for ensuring key concepts are learned and their use continually reinforced through hands-on activity (Aamodt, 2013).
The attributes of distance learning programs are often highly effective at teaching the more complex aspects of application software. This can be inferred from the benefits of this type of training defined in the text from the perspective of simplifying highly complex workflows into understandable and easily understood sub-processes and steps (Aamodt, 2013). Combining the best attributes of distance learning with classroom learning and traditional classroom training will yield the best results in teaching computer skills, especially advanced software applications’ use.
In conclusion, in teaching computer skills it is best to concentrate on a multifaceted approach to teaching as each approach brings a different context or insight into the overall learning process. Concentrating on the core concepts in a classroom setting, followed by iterative learning using distance learning techniques makes the most use of student’s time and gets them to their learning goals.
Describe the test training approach for customer services skills.
The best training approach for teaching customer services skills needs to center on-the-job learning primarily, with secondary support from classroom settings. on-the-job training is critical for teaching customer services skills as it will also students to gain operational expertise in addition to the emotional intelligence aspects of customer service. On-the-job learning needs to be emphasized as the modeling, coaching, mentoring and real-time feedback on customer service learning performance all can be provided quickly so students learn more effectively (Aamodt, 2013).
In addition, a large part of customer services skills needs to be accurately understanding what the customers’ problems are and accurately efficiently and completely responding to them with valuable information. To accomplish this, customer service trainees need to be able to gain an understanding both of the technical content and knowledge they need to do their jobs, in addition to the specific needs and requirements of how to manage interactions with customers and those needing their support. By taking a more multimodal or multidimensional approach to training, students will be able to gain the greatest technical insights from the classroom sessions and interactive learning tools used in that context. To learn how best to manage the many variations in how customers react and need assistance, and to understand the nuances of their needs, on-the-job training is needed. Advanced topics including coaching, mentoring and modeling are all critically important for customer service professionals to excel in their roles. Planning a training program for customer service professionals need to balance the need for information and knowledge and insight into how to interact as well. Combining training methods delivers the best results for customer service training.
Aamodt, M. (2013). Industrial/organizational psychology: An Applied Approach (7th ed.). Belmont, CA: Wadsworth, Cengage Learning.
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