1. Effective Training: Systems, Strategies, and Practices, 4 th Edition Chapter Ten Key Areas of Organizational Training P. Nick Blanchard and James W. Thacker Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 10-1

2. The Key Areas of Organizational Training There are four key areas in which organizations usually provide training: – Orientation Training (Onboarding) – Diversity Training – Sexual Harassment Training – Team Training

3. Orientation Training (Onboarding) Orientation training is training which has the purpose of familiarizing the trainee to the job, the workplace environment and his colleagues and co-workers i.e. it is an induction program for getting adjusted to the work and the firm Orientation training programs can be short (0.5 day-1 day) or long (a week with follow-up done periodically for months) The long orientation program is called onboarding New employees will learn their work eventually (whether there is orientation or not)……so why do firms spend so much on orientation training?

4. Orientation Training (Onboarding) Importance of Orientation Training – 1. Better Job Understanding Because of orientation training, new employees will understand their job better, there will be no confusion, ambiguity as to what they have to do and what are their expectations. As a result of this, there is usually higher job satisfaction in the long run – 2. Improved Job Performance As a result of better job understanding, employees will make fewer errors and get to maximum efficiency levels sooner. This results in improved performance for the firm – 3. Impression Management The orientation training is the new employee’s first impression of the firm, and “first impressions last”, i.e. the employee’s later feelings, attitudes and most importantly, performance will all be based on this first impression. Therefore, it is important to make it good

5. Orientation Training (Onboarding) Importance of Orientation Training – 4. Higher Strategic Alignment Employees who attend orientation training programs have a clearer understanding of core organizational values, missions, visions, and strategies. Thus, they are more strategically aligned with the objectives of the firm and will be better employees in the long run (their actions will be consistent with the firm’s philosophy) – 5. Reduced Turnover Long-term statistics show that orientation programs reduce turnover (absenteeism) among employees due to better understanding of the job, formation of friendly relationships with other staff, and reduced anxiety when starting the job – 6. More effective and efficient Organization As a result of all of the above factors, the firm which does a good orientation program will have a significant competitive advantage over other firms who do not. In the long run, this will result in increased profits

6. Diversity Training Diversity training is training which has the purpose of raising the sensitivity and awareness of trainees towards people of different backgrounds, races, cultures, gender etc. i.e. it is a training program for increasing “openness to dissimilarity” among trainees, a personality trait that measures how much a person is open (or closed) to differences Managers and supervisors have a tendency to give favourable feedback, promotions etc to those who are most similar to them (for example, same look, same religion, same university background etc). In other words, they psychologically resist diversity However, the composition of the workforce is changing. There is nowadays more multiculturalism, people of different races, more older workers, and definitely more women than before This requires a need to be sensitive to the needs of people from different backgrounds, and so, the need for diversity training

7. Diversity Training Importance of Diversity Training – 1. Reduced Costs If diversity training is given, there will be no cross-cultural tension, arguments and lack of cooperation among people from different backgrounds. There will be less absenteeism due to lack of conflict and negative attitudes. Also, the firm will not have to incur the legal charges if someone sues (hiring a lawyer, court time needed for managers, installation of mandatory diversity training program by court order) All of these involve costs – 2. Customer Orientation Nowadays, the customer base is also very diverse (people from different racial backgrounds, ethnicities etc). To properly serve these customers, employees have to be given diversity training (i.e. how to interact with people of different groups and understand their concerns, their customs, and their way of doing things). Diversity training can provide all these (important for customer service) – 3. Positive Reputation A firm that gives its employees diversity training will be seen positively in the community because they are sensitive to different groups. This can help the firm in a lot of ways- by positive word of mouth spread about products and services (increased sales); more applicants for job positions (everyone wants to apply), so better employees can be obtained; less trouble from community pressure groups and social NGO’s etc

8. Sexual Harassment Training Training related to preventing the occurrence of sexual harassment in firms Sexual Harassment can be of two types: – Quid Pro Quo Harassment- Two way reciprocation, i.e. giving an employee some benefit in return for sexual favours – Hostile Environment- One way interaction, i.e. making comments, suggestions or gestures that make someone feel uncomfortable based on their gender (i.e. because they are female, or male) Sexual Harassment is a liability of the company, even if the harasser is not an employee of the firm. For example, even if a customer sexually harasses an employee, it is the company’s fault because the employee is supposed to be aware of sexual harassment (through training) and stop it before it happens (or at least report it) Sexual harassment is hard to define, i.e. it is difficult to classify exactly what constitutes sexual harassment (what type of gestures, remarks etc) There is no hard and fast rule….. But the importance of sexual harassment training is universal, i.e. required for all

9. Sexual Harassment Training Importance of Sexual Harassment Training – 1. Costs Incurred Absence of sexual harassment training can be expensive for a firm, including costs incurred paying damages (if a court rules in favour of an employee), making managers attend and prepare for court hearings, hiring a lawyer to defend the firm etc. All of these involve costs which can be avoided by maintaining a sexual harassment training program – 2. Reputation Loss A sexual harassment charge filed against a company can severely damage the reputation of the firm in the market, among customers, suppliers and investors. This can hurt business, and decrease the value of the firm on the stock exchange – 3. Burden of Responsibility If a sexual harassment charge is made against a company, it is the company’s responsibility to show that there is sexual harassment training in place and the harasser acted outside of company policy (i.e. the individual harasser is to blame, not the company). Otherwise, if there is no such training program, it is the company’s fault (not the harasser’s) [burden of responsibility]

10. Sexual Harassment Training Importance of Sexual Harassment Training – 4. Negative Psychological Effects Sexual harassment has negative psychological effects on employees, including feelings of insecurity, stress and shame. As a result, their work productivity goes down and in extreme cases, results in absenteeism or even turnover – 5. Ethical Responsibility Even if it is not required by law (assuming), companies have an ethical responsibility towards their employees to make them feel safe, secure and protect their emotional well-being. Maintenance and implementation of a sexual harassment training program shows the company’s commitment towards this ethic

11. Effective Strategies for Dealing with Sexual Harassment – Part 1 of 3 10-11 Set an example at the top Get their verbal support for training, and their support through behavior at the office. Provide training Everyone needs to know what is acceptable and what is not, which can be provided in information sessions. Also examples and role-plays are useful to make clear what is not appropriate. Check for understanding Labor lawyers strongly recommend a written exam to determine (and demonstrate in the case of suit) whether everyone understood the information provided. This indicates the importance of evaluation training at the learning level.

12. Effective Strategies for Dealing with Sexual Harassment – Part 2 of 3 10-12 Provide refresher training The executives in the study suggested refreshers once a year to keep everyone sensitized to the topic and current on the issues. Investigate complaints quickly Be sure an adequate complaint procedure is in place that does not involve a person’s supervisor. Often it is the supervisor who is the problem. Also, respond quickly to not only determine the merits of the case but also to immediately stop any inappropriate behavior.

13. Effective Strategies for Dealing with Sexual Harassment – Part 3 of 3 10-13 Keep information confidential Only those directly involved should know about the investigation. You do not want people being intimidated because they filed a complaint. You may also want to remove the person from the work place during the complaint (with pay) just to demonstrate you take all such complaints 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. It must be clear that no one is free to take such liberties with any employee.

14. What Experts Suggest is Necessary to Include in a Sexual Harassment Policy Copyright © 2010 Pearson Education, Inc. publishing as Prentice Hall 10-14 According to attorneys and experts a sexual harassment 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 their department or in Human Resources. There should be a committee of employees that has representatives from all levels of the organization, so an employee can talk to a peer if that is what makes them comfortable. Have a “hotline” dedicated to such reporting.  Warns potential perpetrators that violations could be punished by discipline that could include dismissal, no matter what level in the organization they are.  Pledges that investigations will be conducted promptly and there will be no retaliation for reporting such issues.

15. Team Training Training employees to be comfortable and work better in teams The prevalence of teamwork or ‘work teams’ is increasing in firms, as a result of decentralization,dejobbing and group empowerment. (i.e. groups have autonomous responsibility for accomplishing tasks and achieving objectives) In such an environment, it is important that employees know how to work in teams Importance of Team Training:- Increased creativity compared to individual thinking Increased employee satisfaction and commitment resulting in: – Reduced absenteeism and turnover – Improved Performance Working in teams encourages employees to take responsibility for their actions and decisions More teams mean more decentralization, and therefore, a flatter organizational structure. A flat organization can respond more quickly to changes in the environment (customer demand, market conditions etc) So, team training is extremely important for a firm

16. Other Training Issues Training and Equity- Training needs to be made accessible to all, not just a few Training for persons with disabilities- people with disabilities need special accommodation to participate properly in the training program, and that has to be provided (otherwise it is discrimination) Cross-cultural Training- Different cultures have different approaches to training, and therefore, a training program should be modified to enhance effectiveness and output for a particular culture (on whom training is being given)