Professional Documents
Culture Documents
Study Material
PGDM Programme : 2009-11
Jagannath International Management School Kalkaji, New Delhi
Corporate Consulting Learning, Development and Education Human Resource Policies Placement
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Trimester - IV
Paper
Human resource management is the moulding of the human resources in such a fashion that the goals of the organisation are met and at the same time the need satisfaction of all the employees at all the levels is attained to the highest possible degree.
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Profile of An HR Professional
To be a successful strategic human resource management professional, one needs to have
the negotiation skills of Mahatma Gandhi, the care and compassion of Mother Teresa, the brain of Dr. A.P.J. Abdul Kalam, the big picture mentality of Late Dhirubhai Ambani, the charm and charisma of Ms. Saina Nehwal and the hide of a Rhinoceros.
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Specific Functions
1. Planning
A. Job Analysis, Evaluation and Rating B. Human Resource Inventory, Accounting and Audit C. Demand and Supply Forecasting
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Human Resource Development Concept Human Resource Development is the process of helping people to acquire competencies.
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Human Resource
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Steps in HRD Interventions 1. Detailed discussion with the top management regarding their expectations from the employees. 2. Identify management problems / issues in general and departmental problems in particular.
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improvement
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Succession Successful Planning Organisation Mission Organisational Business / Service Plan Structure Human Resource Policy and Planning Compensation (Wage and Salary) Recognition, Career Training and Reward and Planning Development Administration Incentive Procurement (Recruitment & Selection) Appraisal (Performance and Potential Induction and Orientation Placement and Reportability
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HRD and HRM Contd. Our motto seems to be Better Accept the prevailing notions, rather than counter them. We hope that more people will confront issues logically, without keeping doubts lingering in their minds.
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Many more such differences can be identified by minutely studying the word management and the style of managing people, especially in Indian Organisations.
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Development Leadership style is participative, long-term result oriented Management Leadership style is regulative, autocratic, short-term result oriented
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Development Major task is to institutionalise the processes Management Major task is development of systems, monitoring and reviewing
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HRD and HRM Contd. Development It involves finding out Choices. Exploring deeply. Experimenting and Acting on them. Management It involves acting with the given choices. Without much exploration.
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HRD and HRM Contd. Therefore, if HRD is a part of HRM, then does it mean in all organisations, the factors listed above as developmental is taking place under the umbrella of HRM? Where is the focus on Managing people or Developing them?
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Kapil Dev
Sachin Tendulkar
This is real teamwork. The coach works behind the scene unknown to people while their trainees become known all over the world.
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Why Training And Development? Contd. Employee training has become increasingly important as jobs have become more sophisticated and influenced by technological changes.
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Training
Training is a short term process utilising a systematic and organised procedure by which non managerial personnel learn technical knowledge and skills for definite process.
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Development
Development is a long term education process utilising a systematic and organised procedure by which managerial personnel learn conceptual and theoretical knowledge for general purpose.
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Current Scenario
o What should happen ? (Ideal orientation) o What is happening ? (Real orientation) o What can I / we do about it ? (Action orientation)
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Overview of Training
Experienced trainers know that effective training is structured as a continuous performance improvement process that is integrated with other systems and business strategies. The key word here is process.
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Overview of Training
Contd.
The training process involves: 1. Identification of performance improvement opportunities and analysis of what caused the opportunity to exist. 2. Identification of alternative solutions to the opportunity and selection of the most beneficial solution.
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Overview of Training
Contd.
3. Design and implementation of the solution and 4. Evaluation of results. A training programme (one of many possible performance improvement solutions) would emerge from the training process.
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Yes
No
Conduction of programmes
Evaluation of programmes
Feedback
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Pre-Requisite: Removing mental blocks for attitudinal change and acceptance of any kind of change.
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Types of Training
Training and development activities can be either organised within the organisation or else employees could be sent to attend external courses organised by reputed training institutes. Employees can also be sent for educational courses in universities and other academic institutions. These three types of training activities shall be discussed briefly.
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c) They can allow for a valuable crossfertilisation of ideas between organisations, which can prevent the sort of stagnation which occurs when an organisation becomes too introspective. Provided that this does not lead to leakage of confidential company information, this can be a very useful spin-off from external training.
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Principles
The prime objective of Training and Development is to achieve a precisely defined and directed change in the behaviour of the individuals which is meaningful to the organisation. The above premise suggests a few principles to be borne in mind while using the tool as an aid to modify the behaviour / attitude of the people.
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Principles Contd.
1. The training cell should set its goals, in tune with the organisations requirements as the primary step and assess the feasibility of achieving these within the cells resources and capability as far as possible. 2. It should be ascertained that the learnings / changed behaviours are possible to be transferred to work situations with the support of the organisational climate and individual efforts.
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Principles Contd.
3. The participants to be enrolled for training events are important to the needs of the organisation. 4. The training events / exercises to be arranged and conducted in a way which would provide stimulus to learn through appropriate motivations during the training course. 5. The training cell should ensure systems / procedures to monitor the post-training developments in the activity and attitude of the participants / organisation.
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Principles Contd.
6. Training and Development activities are not to be treated as periodical exercises only, but as continuous attempts to probe into peoples ideas, talents, etc. and wants of the organisation as well. An awareness of these principles as guidelines shall enable the trainer to establish her / his positive role and justification of the investments made on training and development programmes.
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Strategies
The simplistic dictionary meaning of strategy stands for the art of projecting and directing operations (in military context). However, for our discussion, the expression has a different connotation. It means the specific considerations the Trainer would have in regard to methods, arrangements, training and development exercises, effective in the context of the organisational climate and goals.
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Strategies Contd.
Accordingly, the subject of discussion will be confined purely to those features and factors which would make the training (and development) in an organisation a meaningful use of the ideas / resources to be invested in training activities.
Mostly, the selection of strategies in training is dictated by expediency and rarely accompanied by a pause and needbased considerations.
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Strategies Contd.
To ensure proper formulation of the required strategies, these should have the qualities of: a. Compatibility, i.e. must be compatible with the objectives of the instructions, quality of the trainees, climate of the organisation, facilities available in the organisation and capability of the instructors.
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Strategies Contd.
b. Ingenuity / flexibility, i.e., since there is no single prescription of strategies available which is universally applicable irrespective of the situation, the trainer should have in her / his kit alternative choices (including innovative ones) which would work out the desired result of the training and development activities. Ignorance / negligence of these attending qualities, might render the learning process and trainee participation ineffective and thereby, the inputs of training events irrelevant to the training and development goals.
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Strategies Contd.
c. Any sensible strategy must keep in mind both Need to Know as well as Want to Know aspects with regard to the participants in a particular programme.
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MODELS OF TRAINING
3. Methodologies to be used
4. Evaluation
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Training
Organisation
IMPACT Model
1. 2. 3. 4. 5. 6. Identify Training Needs Map the Approach Produce Learning Tools Apply Training Techniques Calculate Measurable Results Track Ongoing FollowThrough
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4. Apply Training Techniques Deliver the training as designed to ensure successful results.
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Feedback
Organisation
System
Improved Training
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Output
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Training Subsystem
Input
Organisational Needs Employee Needs Budget Equipment Staff
Process
Analysis Design Development Implementation Evaluation
Output
Knowledge Skills Attitudes Motivation Job Performance
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Training: A Process
Implied in the open systems model is that training is a process, not just a programme or a set of programmes. To be sure, training does consist of programmes. When a particular training need is identified, a training programme may be developed to address that need. However, prior to this point the organisation invested money in the training function, for which it expects a favourable return. At the end of the year, the organisation will determine how favourable the returns have been and determine what its next investment will be.
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Output
Triggering Event
Output
Output
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The British Airways case provides an example of how a training system can be designed to ensure that training staff appropriately analyse and respond to the organisational environment.
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Case Study
Training a Key Factor in British Airways Turnaround Contd. British Airways then showed a steady rise in performance and profitability, bringing it back to world-class status. Training was a significant part of Marshalls strategy for revitalisation. However, he recognised that just training people was not enough. He knew that employees new skills and abilities must be supported by the companys systems and procedures. Thus he insisted that the training be integrated with all the other people and business initiatives being developed.
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Case Study
The central focus of British Airways strategy was a total dedication to the passenger. Winning for Customers was a core programme in this strategy. It assessed managers skills and identified areas for development. The carefully chosen title constantly reminded managers to focus their activities on what was best for the customer.
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Case Study Training a Key Factor in British Airways Turnaround Contd. Other human resource development (HRD) systems redesigned to support this strategy included the following: 1. A programme of performance feedback, used on a quarterly basis, to measure strengths and weaknesses of managers via a framework of key management practices 2. A series of programmes called Managing Winners developed to meet the training needs identified in Winning for Customers
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Case Study Training a Key Factor in British Airways Turnaround Contd. 3. A number of customer-focused training initiatives to provide all employees with skills to deal with service failures and customer retention. 4. A new learning centre, using state-ofthe-art learning and training systems, open to employees at all levels. Training programs at BA are a part of an integrated system in which each programme builds on the learning achieved in earlier programmes.
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Case Study Training a Key Factor in British Airways Turnaround Contd. The following systems were put in place to ensure that training was linked to the customer service strategy: 1. To ensure training consistency, a framework was developed specifying the skills to be developed in each training module. 2. Professional capability performance standards (e.g., platform skills, content knowledge and use of training methods) are set for trainers.
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Case Study Training a Key Factor in British Airways Turnaround Contd. 3. Customer service training is compared to best practices both within British Airways and externally. 4. Line managers are partnered with trainers to work out common language and concepts to ensure the practicality of training and its transfer to the job site.
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These practices help to maximise return to the organisation from the training investment. However, BA knew that training will not solve every customer service problem. The following sevenstep process was used to identify the location and cause of the problem, then to develop the best solution. 1. Conduct customer satisfaction analyses to identify areas where customer service needs improvement.
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Case Study
Training a Key Factor in British Airways Turnaround Contd.
5. Set a tangible value for the training investment before training begins. Identify how much improvement in customer satisfaction is to be expected for training to be judged successful. 6. Determine whether this training is justified. If not, return to step 3. 7. Evaluate changes in customer satisfaction as a measure of the trainings effectiveness.
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The restated mission, values and goals are as follows: Mission: To be the undisputed leader in world travel. Values: Safe and secure, honest and responsible, innovative and team spirited, global and caring, a good neighbour.
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Goals: Customers choice become the airline of first choice in key markets. Strong profitability meeting investors expectations and securing the future. Truly global global network and outlook: recognised everywhere for superior value in world travel. Inspired people building on success and delighting people.
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Learning
Learning has been probed and prodded by scientific inquiry since the late 1800s. The resulting theories led to practical application in both educational and industrial settings. The range of theoretical perspectives varied widely over the last century. We examine the essential elements of learning theories and identify their relationship to training.
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What is Learning?
To understand the differences among learning theories, it helps to understand the difficulties of simply defining the concept of learning. Learning is not directly observable, but it is something that almost everyone says they experience. People can feel that they learned. Scientists assure us that it occurs physically, yet they are not sure how. It is clear from physiological evidence that learning is related to changes in the physical, neuronal structure of the brain and its related electrochemical functioning.
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Cognitive Approach
Facilitator, Director, coordinator and monitor, presenter evaluator Problem or task Subject oriented oriented
Learner motivation
Training climate
Instructional goals
Cognitive Approach Relaxed, mutually trustful and respectful, collaborative Collaboratively developed
Instructional activities
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Principles of Learning
1. Learning is enhanced when the learner is motivated. 2. Learning requires feedback. 3. Reinforcement increases the likelihood that a learned behaviour will be repeated. 4. Practice increases a learners performance. 5. Learning begins rapidly, then plateaus. 6. Learning must be transferable to the job.
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Paper
Sub Topics
o Process and Approaches of Training Need Analysis o Issues Affecting Training Need Analysis o Training Need Analysis and Training Process Design
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(a) the Company (b) the Department and (c) the Individual Training and Development could be useful aids in improving the transformation process that takes place in an organization in terms of the processing of inputs to outputs.
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Some managers are tempted to overcome this by selling training as a reward. The danger here is that the trainee may then choose to regard the training as a holiday, deriving little benefit himself and interfering with the learning of the participants.
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Pre-Training Analysis
I. Data Collection Relating to:
1. 2. 3. 4. 5. 6. 7. 8. 9. Company Management Human resource profile Technology Positioning Goal setting Job standards Performance standards Communication, etc.
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Pre-Training Analysis Contd. II. Interviews of Personnel: 1. Directors 2. Managers 3. Some supervisors 4. Senior workers 5. Union leaders, etc.
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Key
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Paper
Training and Development
Unit III: Training Design and Evaluation Sub Topics
o Understanding & Developing the Objectives of Training o Facilitation of Training: Trainee, Training Design and Organisation Interventions o Training Methods o Implementation and Evaluation of Training Programme
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Training and Development could be useful aids in improving the transformation process that takes place in an organisation in terms of the processing of inputs to outputs.
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Analysing Training Needs Contd. Some managers are tempted to overcome this by selling training as a reward. The danger here is that the trainee may then choose to regard the training as a holiday, deriving little benefit himself and interfering with the learning of the participants.
Identifying Learning Objectives A learning objective is a statement of what the trainee will be able to do, to what standard and in what circumstances, at the end of the programme. The content of the programme will be determined by the number and type of learning objectives that it is designed to meet.
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The learner will need to build from the known to the unknown for learning to take place effectively.
Choosing the Location The learning objectives and the learning method will, between them, dictate where the training should take place.
Choosing the Instructor The only real consideration here should be the competence of the persons in question in using the chosen learning method to reach the required learning objectives.
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Training Methods
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Training Methods
Training methods are a means of attaining the desired objectives in a learning situation. The choice of a particular method would depend on a wide variety of factors, such as competence of instructors, relevance to the participants, the programme design, etc. i.e., is a particular method the best vehicle to put across the contents and finally, its cost implications. In using a particular method in a given situation, one should know its strengths and weaknesses, its relevance, its purpose and if it is found useful, how to get the most out of its.
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Simulation Methods
Real life situations are simulated for importing training. The main methods in this category are: 1. Role-play 2. Case method 3. Management games 4. In-basket exercise
Experiential Methods
The forms in this category is on achieving a better understanding of oneself and others through group processes and dynamics. Some such methods are: 1. Sensitivity Training or T Groups 2. Transactional Analysis 3. Achievement Motivation Workshops, etc.
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On-the-Job Training
Definition
Employee training at the place of work while he or she is doing the actual job. Usually a professional trainer (or sometimes an experienced employee) serves as the course instructor, and employs the principles of learning (participation, repetition, relevance, transference, and feedback) often supported by formal classroom training.
Job Rotation
Definition Job rotation involves moving an employee through a series of jobs so he or she can get a good feel for the tasks that are associated with different jobs. It is usually used in training for supervisory positions. The employee learns a little about everything. This is a good strategy for small businesses because of the many jobs an employee may be asked to do.
Brain Storming
Definition Brainstorming is a process for generating new ideas
Brainstorming is "a conference technique by which a group attempts to find a solution for a specific problem by amassing all the ideas spontaneously by its members" - Alex Osborn
To brainstorm is to use a set of specific rules and techniques which encourage and spark off new ideas which would never have happened under THIRD MILLENNIUM BUSINESS RESOURCE ASSOCIATES PRIVATE LIMITED
Syndicate Method
Definition Working in a small group to achieve a particular purpose is described as a syndicate method. The essence of the syndicate method is that participants learn from each other and contribute their own experiences to the fullest. The syndicate method is designed to provide the participant an environment that would help him: 1. To reflect critically on his own work and experience
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7. Generally, each Syndicate is required to submit a report which is circulated to other Syndicates for critical evaluation. 8. The Chairman of each Syndicate is required to present the view of his team on the task assigned to them at a joint session of all the groups.
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Role-play
Definition Creating a realistic situation and having trainees assume parts of specific personalities in the situation. Their actions are based on the roles assigned to them. Emphasis is not on problem solving but rather on skill development.
Role-play Contd.
Strengths Good if the situation is similar to the actual work situation. Trainees receive feedback that gives them confidence. Good for interpersonal skills. Teaches individuals how to act in real situations.
Role-play Contd.
Weaknesses Trainees are not actors. Trainees sometimes are not serious. Some situations cannot be implemented in role playing. Uncontrolled role playing may not lead to any sufficient results. If it is very similar to actual life, it may product adverse reactions.
Case Method
Definition A written narrative description of a real situation, issue, or incident that a manager faced in a particular organisation. Trainees are required to propose a suitable solution or make on appropriate decision.
Management Games
Definition Giving the trainees information about the organisation and its environment, then dividing into teams. Each team is required to make an operational decision and then evaluate its decision.
In-basket Exercise
Definition Creates the same type of situations trainees face in daily work. Trainees observed on how they arrange the situations and their actions regarding them. Trainees evaluated on the basis of the number and quality of decisions. Used for MD and assessment centres.
Lectures
Definition A speech by the instructor, with very limited discussions.
Lectures Contd.
Strengths Clear and direct methods of presentation. Good if there are more than 20 trainees. Materials can be provided to trainees in advance to help in their preparation. Trainer has control over time. Cost effective (cheap).
Lectures Contd.
Weaknesses Since there is no discussion it is easy to forget. Sometimes it is not effective. Requires a high level of speaking ability. Requires a high level of quick understanding by trainess.
Seminars, Workshops
Definition
A small group of advanced students in a college or graduate school engaged in original research or intensive study under the guidance of a professor who meets regularly with them to discuss their reports and findings. A course of study so pursued. A scheduled meeting of such a group. A meeting for an exchange of ideas; a conference.
Programmed Instruction
Definition Programmed learning or Programmed Instruction is one of the innovations in teaching technology developed in recent years. The material to be learned is prepared in such a way that it can be presented to the learner in a series of sequential steps. These steps progress from simple to more complex levels of instruction. The information to be taught is presented in a form known as a PROGRAMME.
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Group Discussion
Definition A speech by the instructor, with a lot of participation (questions and comments) from the listeners. Sometimes an instructor not necessary, however, a leader is needed.
Sensitivity Training
Definition Used for organisational development. Creating situations and examining the participants reactions and behaviour, then having feedback about behaviour. Group members exchange thoughts and feelings in unstructured ways.
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1. Structural Analysis 2. Transactional Analysis 3. Game Analysis and 4. Script Analysis Let us see in brief what these four analyses are all about and how T.A. is useful in understanding and improving human behaviour.
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Structural Analysis
Man at any particular time is said to be having three Ego States. The Ego States are separate and distinct sources of behaviour. They, according to Berne are not abstract concepts but realities and should not be equated with the Freudian concepts of Id, Ego and Super Ego.
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Parent
Critical Parent
Adult
Adapted Child
Natural Child
Child
Rebellous Child
Compliant Child
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Transactional Analysis
According to Berne, a transaction is the basic unit of social interaction. Whenever two persons come together they transact. The transaction consists of a stimulus by one person and a response by another. As we know each person has three ego states and hence when two persons transact, actually six ego states become involved. Depending upon the Ego States that are activated, transactions have been classified as Complementary, Crossed or Ulterior.
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Complementary transactions are openended. Theoretically, the two persons can continue to transact with each other almost indefinitely. Examples of complementary transactions are illustrated in the next slide.
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1. I am just not able to solve these problems. 2. I shall help you out with them.
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P
1 2 A C
Boss
1. Typist: Here is the report. 2. Boss: You should have typed it out at least two hours back.
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P A C
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P A C
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Transaction
P 1 A 2a 1a 2 P A
C
X
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Student 1: I worked at night but dont have the homework ready 1a: (Ulterior: I am bad, punish me). Teacher 2: Sorry, this is the last day for the assignment. You shall not be marked for it. 2a: (Ulterior: Yes, you are bad. Here is your punishment).
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Game Analysis
People often tend to play psychological games with one another. The psychological games have a beginning, a set of rules and end in a pay off. These games are not played merely for the sake of fun and may have ulterior motives. Berne stated that a psychological game has a recurring set of transactions, often repetitive, superficially rational, with a concealed motivation; or more colloquially as a series of transactions with a gimmick.
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Script Analysis
Each person has a life plan, these life plans are called scripts in T.A. language. A person usually feels compelled to play out the life plan. This life plan is usually based on childlike illusions which seem to persist throughout the life time. A script is related to the early life positions taken by a child and is present in the Child Ego State. The inscription takes place through the transactions between parents and their children.
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Life Positions
People, very early in life develop certain life positions. These life positions can be grouped under the following four categories:
1. 2. 3. 4.
I am Not OK You are OK I am Not OK You are Not OK I am OK You are Not OK I am OK You are OK
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The trainer is a person of many roles, the most important one being that of a facilitator of the learning process.
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Flexibility is Important
There are times when the obvious parts of training, such as instructing, may be the least important.
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Training Evaluation
You can waste a great deal of money on training if you do not bother to check to see if it has been worthwhile. This evaluation of training programmes, or a component part of it, can be carried out at different levels.
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CIRO Framework
Context Training needs identification, environment, problems Input Alternative available resources Reaction Immediate or subsequent Outcome Immediate, intermediate, long term
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2. 3. 4.
How well did the participants like it? What principles, facts and techniques were learnt? What changes in job behaviour resulted? What were the tangible results?
Reactions Level
The way in which the trainees reach to the training in terms of enjoyment and perceived learning; is one basic, but sometimes unreliable, yardstick. The fact that trainees have enjoyed themselves may indicate that they found themselves in a congenial social group, rather than that they have actually learnt anything. And the fact that they think they have learnt something may be a reflection of their unwillingness to admit that such a happy social event was, from the learning point of view, a waste of time.
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CIPP Model
The CIPP Model is a simple systems model applied to programme evaluation. A basic open system includes input, process, and output. According to Stufflebeam, CIPP stands for context evaluation, input evaluation, process evaluation, and product evaluation. These types are typically viewed as separate forms of evaluation, but they can also be viewed as steps or stages in a comprehensive evaluation.
situation 2. Identify opportunities 3. Develop the needed competences 4. Utilise talent pool for short / long term requirements of customers
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Note: You may mention a situation / problem which you would like the faculty to discuss on the other side of this sheet.
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Your feedback regarding the programme, its achievements / drawbacks and your comments / suggestions will help us to evaluate this programme and make changes wherever necessary. Kindly fill up carefully and elaborate your comments and suggestions.
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a) Very clear ___ b) Somewhat clear ___ c) Not very clear ___
9. Was sufficient opportunity provided for discussion and clarification of points / doubts? a) Yes __________ b) No _________ 10. Mention any specific session(s) which you found most useful. a) b)
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THANK YOU
THIRD MILLENNIUM BUSINESS RESOURCE ASSOCIATES PRIVATE LIMITED
Cost-Effectiveness Evaluation
A cost-effectiveness evaluation compares the monetary costs of training to the financial benefits accrued from training. Two approaches can be used to assess cost effectiveness: 1. Calculation of the actual cost savings, based on the change in results. 2. Utility analysis, which examines the value of overall improvement in performance of the trained employees.
THIRD MILLENNIUM BUSINESS RESOURCE ASSOCIATES PRIVATE LIMITED
Utility analysis looks at all the ways in which the trainees improved job performance will financially benefit the organisation (e.g., reduced grievances, improved relations with labour force, less turnover and so on).
THIRD MILLENNIUM BUSINESS RESOURCE ASSOCIATES PRIVATE LIMITED
630 hrs. x $50 per hr. = $31,500 472 hrs. x $25 per hr. = $11,812.50 $43,312.50
80 hrs. x $50 per hr. = $4,000 60 hrs. x $25 per hr. = $1,500 $5,500.00 $43,312.50 - $5,500 = $37,812.50
-$32,310.00 $5,502.50
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At the same time, more technologically sophisticated systems are being implemented and management is responsible for ensuring that employees obtain the knowledge and skills required to perform their jobs. They must also deal with a more diverse workforce and see that diversity is a strength and not allow it to become a focus of divisiveness.
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Mergers, acquisitions, downsizing and fast-paced changes must all be managed effectively. In fact, it is managements responsibility to ensure that all systems and resources are appropriately integrated so the organisation can achieve its objectives. No wonder companies place a high priority on developing the KSAs of their managers.
THIRD MILLENNIUM BUSINESS RESOURCE ASSOCIATES PRIVATE LIMITED
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Contd.
Perhaps the most important reason to closely examine management development lies in the nature of managerial effectiveness. What makes a manager effective is more complex and difficult to ascertain than are most other targets of training and development. Thus it is more difficult to assess needs, to develop training content and methods and most certainly, to evaluate the effects of training.
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Managerial Roles
Much of the research on managerial activity is integrated into general roles that are customised to fit into a particular management position in a particular organisation. There is a relationship among these roles, which form an integrated whole in which each role affects the others. One implication of this model is that managers must not only demonstrate the KSAs required to perform each role, but also the KSAs required for their integration.
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