The 21st century has been marked by increased competition among businesses as they strive to remain afloat amidst the harsh economic conditions that characterize many countries. This has led to many businesses shutting down or being acquired by other bigger organizations with a healthy balance sheet. Change of management and management policies has become the order for organizations intent on remaining consistent with the ever changing demands in the market. Human resource management entails getting people/employees together to work towards a common purpose, in this case, to accomplish the set goals and objectives. To achieve this, human resource managers must ensure that the established policies are followed.
Policies entail having a concrete plan of action that is used as a guide in the process of decision making. This essay outlines the process of designing a training session for the primary responsibilities of an executive assistant in providing administrative support to the president and directing callers to the proper department to address their issues.
Providing administrative support to the president
According to The Development Company (2004, para.1-8), there are 8 steps involved in designing training sessions. Six of the steps are applied below. Training in the above job is intended to enable the executive assistant to acquire the needed skills in providing administrative support. He/she should acquire the skills necessary to assist the president in directing, coordinating of all the activities, managing of office policies and procedures and scheduling of times for work for all the staff in the company (Dale, 1993, p.10). By the end of this training the executive assistant is expected to be equipped with the necessary skills to identify, plan and implement the objectives spelt out by the new Board of Directors for the effective running of the company.
Training will take place during the first week of orientation of the executive assistant to this position. The human resource department is entitled to conduct this training. By the end of the training period the assistant is expected to have acquired the following skills; be should be in a position to operate the office machinery competently including computers, fax machines, photocopiers, and the telephone. In addition, he/she should be conversant with all activities of the company, have learnt the office policies of the company and developed skills necessary for directing and scheduling all the staff.
To evaluate the skills acquired a post test will be administered to the executive assistant with questions touching on the types of activities the company is involved in , the employees and their roles and schedules and the office policies. Finally, practical knowledge will be assessed on the ability to use office equipments.
The evaluation is expected to test the learners knowledge on the following; competent usage of office equipments, knowledge on all activities of the company, acquaintance with the office policies of the company and skills necessary for directing and scheduling of the staff.
The training should involve practical exercises on usage of office equipment, active participation of all activities and field visits to places where each activity take place in the company, discussions on the company’s policies and assistant playing the role of the president and conducting the duties expected of the president.
The first thing would be, “welcome to our company and be assured of learning great things which will highly add value to your career whilst at the same time helping the company to meet its vision and objectives.”
Directing callers to the proper department to address their issues
The executive assistant needs to develop proper interaction skills with the customers. This creates a good public image for the company and leads to customer satisfaction. This training intends to equip the learner with necessary social skills to help them change their attitude to customer friendly approach.
The training is gradual during the three months probation period for the trainee. By the end of the training customer satisfaction should be achieved therefore increasing the customer response to the company’s products and services.
To evaluate the attitude of the trainee towards customers, the human resource manager will pretend to be a rude customer and call the company. He will inquire on the performance of the company and request to talk direct to the president. How best she/he handles the customer will be assessed during the call.
The trainee should use courteous words which are customer friendly and any vulgar is not expected. Anger control works hand in hand in the choice of words that the trainee will use in stressing situations.
To train these qualities simulations will be used and analysis of case studies that involve social interactions between customers and an employee of a company.
For effective acquisition of this training, the first thing would be to subject the trainee to stressful conditions that they are expected to respond to. How well or badly this situation is responded to determine how deep the training will proceed.
On conclusion, it is important for the HR departments to develop training sessions to new recruits who are oriented to the company’s culture and practices. Efficient trainings ensures customer satisfactions and the benefits are displayed in the company’s profits.
Dale, E. (1993). Management: Theory and Practice. Florentino: Rex Printing Company.
The Development Company (2004). The 8 Step Easy Guide to Designing Training Sessions. Web.