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Foundational Competencies Paper

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I am happy that you have found the diagnosis of your customer service challenges. I have a problem with the training design. Also, three hours is not enough time to help with the current situation. Another question I have is, “What are the foundational competencies of the business consultants?” Lastly, managers need to know about the need for a training intervention before training begins. This is to condition their minds on what is ahead.

Customer satisfaction is crucial to the success of any business. A dissatisfied customer relates his or her bad experience with a service provider to (on average between 10 and 20) other people. Service recovery is the action the service provider takes in response to poor service quality so must, therefore, …show more content…

These experts would be able to help targeted groups to build trust, communicate effectively, influence stakeholders, demonstrate emotional intelligence, demonstrate adaptability, and model personal development. TD leaders should be able to manage the learning environment, prepare for training delivery and be able to deliver informal and formal learning solutions in a manner that is both engaging and effective, convey objectives, and align learning solutions with course objectives and learner needs. Also should be able to establish credibility as an instructor, create a positive learning climate, encourage participation and build learner motivation, deliver constructive feedback, ensure learning outcomes, and finally be able to evaluate solutions. Some in the training and development world believe that a professional trainer should be able to deliver anything. This is not always true. Delivering on a topic in which everyone in the audience already considers themselves highly knowledgeable requires a lot of credibilities. TD professionals need to go beyond the leaders' guide and really become immersed in the subject matter. The three-hour training is not good enough to save the current situation. In order save the situation in the workplace, the need to have sufficient time to practice, role-playing, skits, and demonstrations is critical. The need to have relentless …show more content…

It is critical to articulate the need for training to the targeted group to get prepared and comfortable with the training ahead. Before starting a training program, talent development (TD) practitioner analyzes his technical, interpersonal, judgmental skills in order to deliver quality content to trainers. A talent development expert’s design requires close scrutiny of the trainees and their profiles. Age, experience, needs, and expectations of the trainees are some of the important factors that affect training design. The learning style, age, experience, educational background of trainees must be kept in mind in order to get the right pitch to the design of the program. The training should be designed based on the trainees’ background, time allocated, style preference of trainer (discussions and interactions allow the trainee to be actively engaged in the material presented), level of competence of trainer (are the customer service examples and solutions specific to the workplace, or are they too general to be applied? Is it an interactive format? If it is less than 75% interactive exercises, it will fail.), availability of facilities, resources,

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