HRM

Training Program design for an Airline reservation clerk

Approach:
After the identification of skills required to perform the job, training
program would be designed as follow as:
1. Purpose of training:
To develop Communication Skills
To aware employee about system
2. Design:
Off the job training for the purpose b. in which employees would
be given training in a simulated working conditions
Recorded calls for the purpose a. in which employees would be
given basic tips to treat different kind of customers differently.
3. Methodology:
Simulated environment
4. Duration:
6 days program ( 6 hours a day)
5. Evaluation:
After training simulate the actual situation in which trainer
pretend himself as a customer and evaluate the performance of
employees