Chapter 8: Training and Developing Employees Continuing Case: Carter cleaning company 1.

What specifically should Carter and Jennifer cover in their new employee orientation program and how should they convey this information! "nswer: Orientation should cover : - Information on employee benefits and personnel policies - Company structure, processes and operations - Safety measures and regulations - Facilities tour - Daily routine A successful orientation should accomplish number of things for ne employees such as:

!" #a$e them feel elcome and help them begin the process of becoming sociali%ed into the firm&s ays of acting and doing things" '" (elp them understand the organi%ation and it)s culture" *" Clarify hat is e+pected from them in terms of performance and behavior" #. Which specific training techni$ues should Jennifer use to train her pressers cleaner% spotters managers and counter staff and why ! "nswer: !" For the pressers and cleaner%spotters should be trained using On- the- ,ob training : Coaching - .nderstudy Approach to provide them ith the learning and practical s$ills needed for the ,ob " '" &anagers should first receive Off- the / ,ob training : -lectures: about the products used and e0uipments, And then ith: -#anagement 1ames : to develop problem-solving s$ills, planning, leadership and cooperation" -2ehavior #odeling techni0ue : to $no ho to deal ith different situations"

*"Counter staff should be trained using the follo ing techni0ues : - lectures: to provide them ith the $no ledge about type of customers and ho appropriately " to deal ith them

-3ob instruction training : to provide step-by-step, $ey points and basic tas$s training and soft s$ills" -2ehavior #odeling techni0ue : to provide the employees) ith communication s$ills and $no ledge to be able to deal ith different types of customers"