Effective Training

Stephanie Calacino
Carla Mendoza
Sarah Roberts
Jake Thurman

Salt Lake Community College

Communications 1010
17 November, 2014

Table of Contents
Executive Summary....2
Project Description......4
Methods....5
Problem Question....5
Analysis of the Problem.........5
Criteria...8
Brainstorming Solutions.....9
Analyzing Solution......9
Solution...11
Conclusion..14
Works Cited.......14
Appendix I: Solution analysis chart....16

Executive Summary

Through shared experience on the field, my colleagues and I have discovered

the key elements that come with an effective training course for employees working in a
collaborative workplace. Discussing what point training becomes effective all throughout
the year, and how much training an individual employee might need to receive, we have
been able to successfully determine what would keep an employee knowledgeable, and
empowered to help the customers in the workplace. Keeping our employees feeling
confident about what they can do and what we can help them do for their customers, we
hope to keep happy employees that enjoy their team and their work, with promise that
they can succeed in their careers.
When an employee is first hired with us, we make it our goal to really get to know
who will be joining our team. We have our potential candidates go through a basic
personality test to make sure they would comfortably fit in with our environment, making
both the applicant and the rest of our team feel safe and included. If the applicant would
be a great fit with our team, we would go through two hiring process interviews. One
with our human resources manager to make sure the company would be a good fit for
the person applying. And then another round of interviewing with the floor manager,
making sure the potential employee would be a good fit for the store. We want to make
sure both ends have their needs met and we are compatible on both sides, hoping that
we can keep the new employees happy in their decision to join our team.
After someone has been chosen to join our company, we give the first 90 days
as a close review of their work ethic and how well they are adjusting into the
environment. After those first three months, we will have a one on one interview with the
new employee to discuss how they feel about the structure of our business. We will also
discuss what the managers have noticed about the employee while working closely on
the field with them. This review will determine whether or not it is the best option for
both the employee and the company to keep working together. If the two do not work
well together, a fair termination will be completed. Now if it is best for both sides that the
employee stays on with the company, they will have the opportunity to attend their first
training class as a permanent employee at the company. The first month after the 90

day review will be dedicated to a follow up training session to keep the employee
educated about the policies and the behavior we expect for our customers. Every year
on the same date, four months after the initial hire, we will retrain the employee to keep
a constant knowledge of their work life and any policies that might change throughout
the years that they stay with our company.
And twice every year, six months after initial hire, the employee will receive a
personal review from the manager that works most directly with them on the field. If the
employee is doing well, an opportunity for a raise in wage is presented. A ranking will be
determined on the employees behavior and work actions, and if they happen to hit
lowest ranking, they are not offered a raise and asked that they step up their
performance in time for the next review. Constant review of our employees will let them
know exactly where they stand with the company and any personal areas they might
need to work harder on. They will never be confused on how their team views their
contribution, and they will be encouraged to always reach new goals.

Project Description

Stephanie works at a movie theater in The District. She sometimes has problems with
her coworkers giving appropriate customer service. When they dont give good
customer service, the customers dont have an enjoyable time and sometimes give bad
reviews. We want to find a way to help improve the way they treat customers so that the
reviews become better.

We are a group made up of four students in COMM 1010. Our assignment was to apply
the reflective thinking sequence to come up with a solution that would help Stephanie
improve the customer service of her employees. Our group met four times and came up
with a step by step process to address the problem we are dealing with. We used a
number of sources, including the textbook for the class, to help us fine-tune our solution.
We encouraged active participation and critical thinking from each of our team
members.

We came up with a number of ideas, but we believe the solution we decided upon will
be the most successful because it will help solve the immediate problem and will also
set a standard that will help maintain a high level of customer service in the future.

Methods

Our group started by using a Team Contract which listed all the norms and roles each
group member would be assigned to create effective communication within the group.
Afterwards we applied the reflective thinking process towards our training problem. By
using a reflective thinking process, it reduces the chance of groupthink and the benefits
as well as the harmful effects of our solutions. Below we will discuss our solution
methods and implications of such. After we completed our report, we assigned
participation points to each group member based on their contributions to the project.

Part I: Problem Question

Our problem question was open-ended in nature and allowed us to list out multiple
solutions and processes as a resolution. The problem question was: How can we better
train our movie theatre staff to provide better guest service?

Part II: Analysis of the Problem

The next step involved analyzing the problem and its surrounding factors such as who
was involved, what was the guest service issue, what has been done in the past to
correct this, and such. This gave us more insight into the situation than a simple solution
with flaws. In the analyzation we looked at the characteristics, history, people involved,
the policies in place to aid in these situations, and who or what we can refer to for
answers.

1) Characteristics
a) Poor Customer Service: The customer service given may have been poor;
the employee working minimally to process their order and in a rude or
detached manner.
b) Unrealistic Customer Service: The customer may have expected top-ofthe-line customer service and when treated with less than expected it can
become tense between the customer and employee.

c) Unhappy employee: The employee may not have been in a particular

good mood to help guests and their poor attitude was evident towards the
customer in how the employee did little to help them.
d) Possible Lack in Training: The employee may have not been trained
properly in specific areas of their work. This could lead to mishandling a
customers order and later a guest complaint.
e) Business is busy: When business is high employees may or may not
provide the best customer service possible. The main priority is to provide
customer the best service and when there are too many customer to focus
on it can become easier to cut corners when helping a customer to move
through the line.
f) Not Enough Follow-up Training: The employee may have not been taught
a better process on certain aspects of their job. They may not have known
of a new menu item or policy that a customer may want. This would cause
the customer to become impatient or irritated with the establishment and
forgo attending any longer.
2) Stakeholders
a) Customers: Customers pay for excellent service and when they are
provided with less it decreases the likelihood of returning to that
establishment. They want the best deal available to them and can act out
against what they dont like.
b) Employees: Employees work to be paid and providing the best service
possible is a part of their job. They maintain what they can in their work
environment like cleaning and helping customers the best they can or feel
up to.
c) Business Owner: The business owner, or management, are in charge to
ensure that the business is gaining a profit and running effectively. If it
wasnt then there would be more costs than profits and the business
would start to attract less and less business. By having the best customer
service possible and maintaining morale, equipment, and procedures their
goal of making a successful business is possible.

3) History
a) Additional Training: Through additional training an employee can learn
more about their work environment and skills that will better them by
moving up in the company.
b) Getting a manager: Getting a manager will help ease any tense situation
the employee and customer are in and correct the problem. Afterwards,
the manager can aim to help the employees address any future
incidences later as well as with the customers comments about menu
items, coupons, and etc.
c) Warnings with disciplinary action: This will help in coaching the employee
in following policy and procedure as well as any other issue that arises
with a warning that they should improve from.
d) Surveys: Surveys taken from a customers perspective will help determine
what happens when a manager or supervisor is not present. They will
detail their experience and after the manager will praise those employees
who did well and address those who did not do as well.
4) Policies And Politics
a) Regulation of Correct Procedures: If an employee is not using the correct
procedures when they are required to, an issue with a customer may
occur. By using the correct procedure the customer will not complain.
b) Disciplinary Policies: If an employee is not using the correct procedures or
has violated policies they have been trained on, then disciplinary action is
needed.
c) Movie Theatre Competition: With more competition, attendance can drop.
The company could implement more catching ideas that will attract people
that may or may not appeal to the employees to promote. Less business
also could mean that there will employee and an equivalent in morale due
to their desire to work more
d) Ethical Customers: It is important to know the different types of customers
and how to deal with them. There are customers who want to improve
their customer service, want free product, or in some cases money. By

understanding the different types of customers, an employee can adapt

their guest service to each and prevent any issues as well as preventing
any customer theft.
e) Ethical Employees: By having ethical employees it is important to ensure
that they are not dishonest or exploiting any access to the workplace (i.e
theft of time, product, violating policy). Any such employees will hinder any
progress to provide the best customer service to any moviegoers and the
company itself.
5) References
a) Manager: A manager with past customer experience also has experience
in handling such issues. They will provide any new policies and
procedures that could help improve the customer service field. This will
make training more of a priority for managers and supervisors to monitor.
b) Supervisor: A supervisor in charge of any employees in customer service
will help with giving advice and tips on training employees through their
experience in the field.
c) Training Books: These books will help identify problems with employees or
customers that will then provide advice on how to improve and resolve
customer service.
d) Internet: A free resource that will help find any articles, businesses, advice
that will help in training employees. Articles of why customer service is not
proficient and tips to improve. Businesses online that have training classes
and programs that will improve customer service. Advice from customer
service employees in other businesses that have posted their issues and
ideas with customer service.
e) Communication Textbook: This includes ideas of effective communication;
how to communicate with customers politely as well as communicating
with employees.

Part III: Criteria

It is important to set characteristics for a good solution that will also prevent one solution
being favored. These characteristics, or criteria, will help evaluate our solution and
ensure our general goal.
1. General Goal
a. Our general goal is to train our movie theatre staff to provide the best
customer service to customers.
2. Specific Criteria
The best solution will adhere to:
a. Apply principles of effective communication that we are learning in class
b. be achievable in 4 weeks time frame if possible
c. Initial training days cost less than 7.50 per employee for 22 hours (4 days)

Part IV: Brainstorming Solutions

The next step in the groups reflective thinking was to brainstorm any possible solutions.
Whilst brainstorming, the criteria was not used nor was much evaluation. It is best to
always think of anything that comes to mind. We got a good group synergy going on.
1. Regular training classes
2. Follow up questions
3. Audits
4. Reviews with potential raises every 6 months
5. Bring in a consultant
6. Involved training individuals
7. Strict hiring process
8. Hands on training
9. Surveying customers point of view
10. Trial period
Part V: Analyzing Solutions
To analyze our solutions we compared them to our criteria in step III as well as
evaluating their pros and cons. In the end we used the chart and the most useful
training solutions for our solution.
1. Narrowed List of Solutions

a. Regular training classes

b. Reviews with potential raises every 6 months
c. Training Individuals
d. Strict hiring process
e. Customer Review
f. Trial period
2. Chart
We used a chart to evaluate our solutions (Appendix 1) and listed the
solutions on the top row while the criteria was on the left-hand side. We then
ranked each solution against each criteria from best (5) to to worst (1) before
adding up the scores. The final scores allowed for us to see how well each
solution met our general goal.
3. Final Solution
Although the solutions of a strict hiring process and customer reviews
scored the highest we chose a combination of solutions to train the employees the best.
The chart guided us on how to solve the problem within time and cost, but we all agreed
that training is consistent and with better customer service brings more business, thus
we collectively decided to make our final solution a process that reaps more benefits
than consequences as time and cost. Successful businesses recognize the value of
training. One measure of its importance is the amount of time and money firms invest in
training their employees (Adler, Elmhorst 344).
The final solution consisted of a strict hiring, a 90 day trial period, a yearly
training class, and employee evaluation with potential raises. This will address any
slacking of employees work performance as well as reward them for their work
performance if progressive and best prepare them for any customer service issue
presented.

This solution provides the best training possible because:

a. It provides follow-up training through the course of their time at the
company

b. Employees will have more morale and stay with the company
longer because of raises and the positive work environment,
providing great customer service and improving their work skills.
c. Customers will get consistent customer service and enjoy seeing
movies more often, thus more business.
4. Possible Negative Consequences
After agreeing on our solution we discussed the possible negative
consequences. With our training plan, the time and money to keep the schedule on
track (i.e interviews, classes, etc) would be a potential problem but by keeping more
employees and keeping their morale up most, if not all, of their work will be efficient and
effective. There will be more costs for training but less for customer issues and
equipment for incorrect use for example. Time-wise, it will take a lot of time to complete
the interviews and calling references as well as the employee evaluations every 6
months.

Part VI: Solution

The solution our group agreed upon was actually a process. Training is done with the
right people and tools available to them. By making a training process consistent across
an employees time at work, it ensures they are knowledgeable and capable of providing
customers the best service available.

1. Strict Hiring Process

a. Call References
By calling references for an applicant, it ensures that the applicant has a
good, solid background of moral and ethics.
i.

Positive: You learn what type of employee they were at their last
job. You also find out how they work with others.

ii.

Negative: Can become time consuming.

b. Honest/Personality Test

Using Honest and personality tests will help in deciding if an applicant fits
well with the work environment and pace. This will also prevent any dishonest actions or
behaviors at work.
i.

Positive: Helps prevent dishonest actions and behaviors at work.

Allows you to know how honest the applicant is.

ii.

Negative: Test might not be completely accurate if they arent

answered truthfully.

c. 2 Interviews- 1. HR 2. managers- Hiring once a year

With two interviews, one done by Human Resources and another by the
on-site manager, it selects the most willing and determined applicants out from
those who arent. Employers certainly measure prospective candidates during
this conversation, and prospective employees can decide whether the job in
question is right for them (Adler, Elmhorst 158).
i.

Positive: Discover how they handle stressful situations and how

they react to thought provoking questions. All employees will be at
the same point in their training.

ii.

Negative: Can become time consuming

d. 90 Day Trial Period

A 90 day trial period will ensure employees are working responsibly and
diligently. Those who are progressing well and not well in the workplace will be
evaluated by their work performance and either kept on with the company or not.
i.

Positive: Allows you to see how they are working without fully
committing to hiring them.

ii.

Negative: Employees could become content after passing the trial

period, resulting in a decrease of work performance.

2. Training
a. Training Class once a year- Cashiering, policy and procedures, and guest
relations

An annual training class will teach new employees and remind older
employees about policies, procedures, and guest relations that will help them to
provide the best customer service. This will also ensure everyone is following
policy and procedures.
i.

Positive: Helps ensure that each employee knows and is following

the policies and procedures. Reminds employees of information
they might have forgotten.

ii.

Negative: Is time consuming and can become expensive

b. Employee Review every 6 months- 1st brief 2nd in depth

An evaluation of the employees will help them perform and understand
better. It will give them feedback and praise on tasks as well as what they can do
to improve for a better evaluation and raise.Describe exactly what you
appreciate makes it easier for the other person to continue that behavior (Adler,
Elmhorst 112).Six months gives the managers and supervisors enough time to
evaluate the employee and how to improve much more than three months would.
i.

Positive: Gives employees feedback to help them improve their

work behavior. Increases employees likelihood to not decrease
work performance.

ii.

Negative: Is time consuming.

c. Ranking Employee Review- 1st/2nd= .50 raise 3rd= .25 raise 4th/5th= .00
raise
Using an employee evaluation, or employee review, as a way to raises the
morale of employees and create less turn-over. By ranking the evaluations and
attaching a raise with it, it differentiates those who are progressing well and those
who are not to which the manager or supervisor can help them improve through
the employee evaluation.
i.

Positive: Gives employees an incentive to improve and maintain a

high level of work performance. Rewards good behavior.

ii.

Negative: Has the potential to become too competitive resulting in

employees working together poorly.

Conclusion

Our team of four classmates in COMM 1010 came to the conclusion that the best way
to solve our problem of how to train our movie theatre employees to give better
customer service was to, have a strict hiring process, 90 day trial period and follow up
training. Each of these had a specific set of criteria and guidelines that would have to be
followed, for example the follow up training would happen at the same time for everyone
and we would have reviews every six months.

We came to this conclusion using the reflective thinking process to study our problem,
suggest criteria and potential solutions. Afterwards we picked the best combination for
our solution and we decided on how we would implement it. Not only did we keep in
mind how to solve the problem but we also thought about how each part of the solution
would affect the employees and employer.

Works Cited
Alder, R &J. Elmhorst (2012). Communicating at Work (SLCC Custom Edition). Boston:
McGraw Hill. Print.

Appendix I: Solution Analysis Chart

Class: COMM 1010
Semester: Fall 2014
Date Created: November 14, 2014
This chart, used in step VI, evaluates each solution in terms of each criterion.

Analysis of Potential Solutions Based on Criteria

Solution 1
Solution 2 Solution 3 Solution 4
Solution 5
Solution 6
Criteria 1
5
5
3
5
5
Criteria 2
1
1
4
4
5
Criteria 3
4
5
3
3
5
TOTAL POINTS 10
11
10
12
15
10

2
5
3