Test

> Provide a brief introduction to the issues. How is the problem identified? Where is it happening? Who is the target audience? What is the current condition? What is the ideal state (criterion) that you want the learners or target audience to accomplish? Here are a few possible topics. ** Associates begin in Service Delivery and Technology by completing six to 12 weeks of technical training to prepare for core job responsibilities. Core job responsibilities vary by product area (Brokerage/Managed Products, Insurance, Mutual Funds, etc.) and job specialization (trades, service, or Client Services). Considering the complex nature of the financial services industry, not to mention the significant federal regulation such as FINRA and SEC, associates receive little exposure to behavior skills to further the brand and ensure each customer receives an exceptional servicing experience. After technical training is complete, associates are invited to the floor where the further development of technical skills takes, on average, one to two years to master. Behavioral skills continue to be developed, but not through a formalized program. Needless to say, associates often struggle to juggle the competing priorities of 1) technically assisting each caller and 2) ensuring each call furthers the brand. While the organization has an aggressive measuring and monitoring program in place to monitor the success of each associate, measuring the success of //some// behavioral skills is difficult. As an organization, we can gauge the associates’ level of helpfulness and politeness but more complex, high-order thinking skills go unmeasured. For example, how can one confirm if associates are truly using appropriate conflict resolution, problem-solving and assertiveness skills when he/she takes between 30-100 calls per day? And so, the concerns surrounding the readiness level of associates to handle more complex situations have been expressed by leaders throughout the organization. What makes this difficult to equate is measuring these complex skills is very difficult. These concerns are backed by nothing more than anecdotal examples. Not to discount experience but the lack of data has made it difficult, historically, to make a conclusive case for additional concentration on these skills. Nevertheless, the need continues to be expressed and a target audience has been identified. Associates from three countries and across all product lines will receive this ‘training’. Total audience exceeds 1000 associates. Through this training, our associates will be equipped with skills to successfully lead through difficult situations and to confirm the success of this endeavor, measurements will be created to used to justify the investment in this training. Develop a plan to examine the possible causes of the instructional problem and the target audience. Answer the following questions: ** Associates are expected to use more higher-order skills to produce VOB (Voice of the Brand)-like experiences. Senior leaders On each and every phone call in addition to the general work-place environment. Mager’s Performance Analysis-I like this one best ii. Some did, others may have never been exposed to these concepts before. iii. Depends. iv. Yes! ||  Determine the type of content and skills that need to be included in the instruction.** Goal: Associates will use strategies learned in training session to deliver VOB experiences 100 percent of the time. 1) Schedule meeting with key stake holders to confirm appropriateness of training and solicit ideas 2) Meet with schedulers to confirm capacity allows for training <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">3) Meet with a series of associate champions to ensure training is applicable, relevant, and useable <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">4) Document objectives and seek approval from leader <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">5) Schedule room on the second floor for the duration of the training sequence <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">6) Meet with communication representative to ensure associates are properly notified. <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">7) Schedule leader review. <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">8) Schedule TTT (train the trainer) sessions <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">9) Solicit ideas from facilitators <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">10) Block calendar to complete development <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">11) Observe training to ensure objectives are met <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">12) Send Zoomerang survey after each session <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">
 * 1) **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Statement of the Problem
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">2. Needs Assessment (refer to Brown & Green, chapter 5)
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">What is the change being requested
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Who is requesting this change?
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Where will this change need to take place?
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">What approach will be used to conduct needs assessment?
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Step || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Explanation ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Describe the person or people whose performance is being questioned || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Associates with varying readiness levels. Some associates are not native English speakers. A majority of these associates are college educated. Associates are placed in entry-level positions. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Describe specifically what it is they should be doing || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Associates should be using exceptional servicing skills to further the brand. Higher-order skills are required. Brand attributes are: Personal and Approachable, Vast, Creative, Knowledgeable, Authentic, and Proactive. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Describe as specifically as possible what it is they are doing that causes someone to say there is a problem || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Senior leaders will review interactions and suggest the associate did not use problem-solving skills to resolve a conflict. An escalation will occur because an associate sounds passive and un-believable. Associates will express interest in acquiring skills to manage calls more effectively. Associates are not formally trained on these skills in the first place. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Determine the ‘cost’ of the discrepancy by estimating what it is costing in such things as aggravation, frustration,etc. || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">It is rather difficult to attach a price-tag to less than stellar service. Not only is attrition a concern but reduced caller satisfaction. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Estimated cost small? Stop. || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Cost of losing clients and acquiring new clients is costly. Will continue. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">“Could they do it if their very lives depended on it?” || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Some would, some would not. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">If they could, then they already know how. Now determine why they aren’t dong what they already know how to do. || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">I would say those who have these skills, by and large, use these skills. It is difficult, however, to truly gauge a person’s usage of these skills when the volume of calls is so great yet the calls monitored is so low. ||
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Can’t do it? || <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">i. Yes, I believe these skills could be broken down into simplified tasks.
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Now, draft a solution. ||
 * 3. Task Analysis (refer to Brown & Green, chapter 6)
 * 4. Learner Analysis (refer to Brown & Green, chapter 7)**

<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">a. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Age range. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> 18-64
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">b. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Sex distribution. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Not available.
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">c. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Nature and range of educational background. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> All must have high school diploma. Many are college educated and have graduate classroom experiences.
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">d. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Reason for attending the course. ****<span style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-weight: bold">The business requires their attendance. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">e. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Attitude about course attendance.  ****<span style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-weight: bold">It will depend. Some associates are very jaded and may find this training a waste of time. Others will appreciate the investment in their learning and future. **
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">f. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Biases, prejudices and beliefs. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> The audience is so large (1000+) so I would expect a wide range of biases, prejudices, and beliefs.
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">g. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Typical hobbies and other spare time activities. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Again, these will vary.
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">h. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Interests in life other than hobbies.  ****<span style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-weight: bold">Considering this work environment, it is fair to suggest that many associates have a distinct interest in the financial services industry. **
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">i. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Need-gratifiers (rewards that would work). **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Based on previous experiences, associates appreciate recognition for participation, attendance, and using new skills to benefit their development and the business.
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">j. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Physical characteristics. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Physical characteristics vary greatly.
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">k. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Reading ability. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Varies.
 * <span style="FONT-FAMILY: 'Arial','sans-serif'">l. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Terminology or topics to be avoided. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Recent reductions of force.
 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">m. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Organizational membership. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'"> Many of the associates are registered reps (series 6 or 7 licensed).


 * <span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">n. ** **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">Specific prerequisites and entry-level skills already learned. ****<span style="FONT-WEIGHT: normal; FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'; mso-bidi-font-weight: bold">NEO and technical skills ****<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">. **<span style="FONT-SIZE: 10pt; FONT-FAMILY: 'Arial','sans-serif'">

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