Effective Training: Systems, Strategies,

and Practices

Chapter Ten
Key Areas of Organizational Training
P. Nick Blanchard and James W. Thacker

10-1
 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
 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?
 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
 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
 Outcomes From an Effective Orientation
A better understanding of expectations
Reduced anxiety Getting to meet coworkers

Reduced role Opportunity to know what is required on the job

ambiguity Comfort asking supervisor and co-workers questions

Improved job Better understanding of job requirements

performance Comfort asking for assistance

Reduced turnover Evidence shows effective orientations reduce turnover.

Higher Commitment Evidence shows effective orientations increase job

involvement and commitment to org. values

More effective All of the above lead to a more effective organization

organization
 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
 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
Advantages of an Effective Diverse Workforce

Better More people applying for jobs = more qualified employees

reputation More qualified employees = more effective workforce

Lower Costs More diverse organizations have lower turnover

Lower legal costs due to discrimination claims

Higher Market Better understanding of diverse markets and better acceptance

Share by diverse populations

Improved Diverse employee backgrounds and experiences lead to more

problem solving solutions and more creative solutions.
 10 Ways to Keep Diversity Important
(1st 5)

1. Develop and implement diversity refresher training

2. Create a Diversity Council and publicize its activities
3. Invite managers to the Diversity Council meetings
4. Address all diversity related concerns in a timely manner
5. Monitor diversity metrics; praise successes and investigate
failures
 10 Ways to Keep Diversity Important
(2nd 5)

6. Ask managers to report diversity activities on a monthly

basis.
7. Periodically remind supervisors of guidelines related to
employment decisions.
8. Publicize diversity holidays
9. Have diversity articles in company newsletter
10. Set up a diversity booth at company picnics
 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
 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]
 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
 Effective Strategies for Dealing with Sexual
Harassment – Part 1 of 3

Set an example at the Get their verbal support for training, and
top 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 Labor lawyers strongly recommend a written
understanding 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.
10-15
 Effective Strategies for Dealing with Sexual
Harassment – Part 2 of 3

Provide refresher The executives in the study suggested

training refreshers once a year to keep
everyone sensitized to the topic and
current on the issues.

Investigate complaints Be sure an adequate complaint procedure

quickly 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.

10-16
 Effective Strategies for Dealing with Sexual
Harassment – Part 3 of 3

Keep information Only those directly involved should know about the
confidential 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 Guidelines regarding sexual harassment should be

and effective clear and penalties for violation severe. Those who
punishment 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.

10-17
 What Experts Suggest is Necessary to Include
in a Sexual Harassment Policy
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.
Copyright © 2010 Pearson
Education, Inc. publishing as 10-18
Prentice Hall
 Strategies for Dealing with
Sexual Harassment
• Develop a clear policy
• Get support from the top
• Provide training to everyone
• Evaluate training: Test for knowledge
• Periodically provide refresher training
• Investigate complaints quickly
• Keep information confidential
• Provide severe punishment to anyone violating policy
What Experts Suggest is Necessary to Include
in a Sexual Harassment Policy
 Indicate a strong opposition to sexual harassment.

 Define sexual harassment using examples that employees will

understand.

 Provide a procedure for reporting sexual harassment in a way that

protects the person reporting.

 Indicate all reported incidents will be investigated quickly and discretely.

 Provide levels of discipline that could be meted out to violators, up to

and including dismissal for serious offences.

 State that no retaliation for reporting sexual harassment incidents will be

tolerated.
 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
 7 Common Factors of Effective Teams

1. Clear sense of direction

2. Members with the talents necessary to achieve the
team’s purpose
3. Clear and enticing responsibilities
4. Reasonable and efficient operating procedures
5. Constructive interpersonal relationships
6. Active reinforcement systems
7. Constructive external relationships
 How to successfully implement Literacy
Training

• Be sure to indicate getting the training is because of the

trainees importance
• Use a non-pejorative title for the training
• Schedule training on company time.
• Phrase comments around “improving” rather than “learning
how to” read or write.
• Enactive mastery (successful practice) is the best way to
improve self-efficacy.
• Design the training to create early and frequent success.
 Outputs of improving Literacy of workforce

• Improved employee self efficacy

• Improvement in morale
• Drop in error rates
• Improvement in health and safety
 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)