Hrm 592 Training

Only available on StudyMode
  • Download(s) : 592
  • Published : December 16, 2012
Open Document
Text Preview
CONTENTS
Overview of Organization………………………………………………………................3 Executive Summary………………………………………………………………….….3-5 An Analysis of the Data Collected and an Identified Training Need………………….. 5-6 The Training/Intervention Strategy to Address the Need……………………….…… ...6-9 The Training Cost Quantified………………………………………………….…..….9-11 The Training Evaluation……………………………………………………………..11-12 Conclusion……………………………………………………………………..….…….12 References…………………………………………………………………………….…13

Overview of Organization
is one of the for-profit schools in the United States. was launched in 2001 and recognized as a separate campus in 2002. In January 2001,acquired the University. Online campuses offer Bachelors and Masters Degrees in various programs including education, design, criminal justice and information technology. American Intercontinental admissions department is in charge of enrolling students and acting as a liaison between departments. On any given day the AIU Admissions department can talk to thousands of individuals. The Admissions department at AIU can be extensive and there are high expectations for admission advisor to achieve. Being able to talk to individuals over the phone and get them to make a life changing decision is a skill. It is a must that individuals feel prepared and properly trained to talk to the prospective students. Executive Summary

A needs assessment was performed on eight Director of Admissions and 26 admissions advisor working and two locations for online. The admissions advisors are responsible for conducting interviews with prospective students determine if online would be a great fit. The admissions advisors are the first contact made with prospective students on behalf of the University. The admissions department evaluates students needs, interest, and qualifications, most be able to reach their expected goals, assist students with filling out application, must be able to follow a script without breaking any federal laws, must be able to take clear and concise notes, adhere to a strict que schedule, interact with different departments throughout organization, attending daily meetings, attend training as necessary, monitor their students to ensure that they start school on time, coordinator with the student specialist about their students, and ensure that the students start school on their start date. It is imperative that admissions advisors are able to communicate with their students and the other department, be sufficiently trained to perform their duties as expected, enthused, happy and competent to deliver above average service to the prospective students. Also once the students are enrolled in AIU Online they need to be able to maintain that relationship.

Based on the organizational, person and task analysis, the results indicated the importance of the admissions advisors having sales, communication and general business skills in order to provide excellent customer service skills to their prospective students. On the other hand, 85% of admission advisors feel that they are not trained well enough to do their job effectively. After conducting the surveys and interviews and analyzing the results; 50% of the admissions advisors feel they are not proficient in overcoming barriers. Overcoming barriers is what Online calls objections.

The first recommendation is for the company to get outside help from a neutral training consultant.Online has a high turnover rate and they outsource the admissions department in order to keep numbers low. By hiring an outside training consultant should be able to develop a plan to retain its current and future employees. Once the training consultant arrives h/she will be able to evaluate the program to let the company know what does not work. They will be able to establish a 90 day program that will benefit the organization. The training consultant will be able to determine what training is useless and what the company needs to move...
tracking img