Wilson Learning Corporation, Case Study Example

Considering the first question about specific training tools as well as processes it is necessary to utilize while implementing a “know, show, do” training approach, one should understand that there is a list of actions mandatory to follow. Initially, it is important to draw attention to the need to become aware of the concept “know, show, do”; consequently, it is worth having a corresponding facilitator who would be responsible for clarifying the abovementioned concept. Moreover, one should clearly see the significance of showing what the concept looks like when the employees are involved in the working process. One should also take into account the importance of “…trying out it yourself…” before making attempts to implement this training approach. The principle of a “know, show do” concept definitely requires much efforts so as to clarify all the issues with the personnel. The thing is that there has to be the process of information sharing in order to make all the details certain. Contemplating upon the optimization of the training process, one should not forget about the employee orientation that endows the employees “…with the information they need to function.” (Dessler, 2014, p. 244) I would also suggest using an inclusive approach to implementing the discussion concept, since an individual elucidation indisputable makes sense in terms of the employees’ insight.

Regarding the experimental design that Wilson Learning Corporation utilized to evaluate the call-centre program, it is worth saying that the offered training approach appeared to greatly assist the Wilson’s client with the coaching skills necessary to successfully operate his call-centre. The point is that the approaches to accumulating the necessary negotiations’ skills that Maxene Raices made mention of proved to influence the efficiency of the call-centre in a positive way. The mechanism of an experimentally-designed table, requiring the customer service reps to document all the calls during certain period of time, helped the company understand the drawbacks and get focused on improving in a particular direction. Moreover, they have save a million dollars due to analyzing the documented calls as well as the value of the policies utilized while contacting the customers. As a result, Maxene Raices paid attention to a substantial widening of the customer service reps’ knowledge within the field of cooperating with the potential clients. It is obvious that “…analyzing current employees’ training needs is more complex.” (Dessler, 2014, p. 248) In my view, in order to broaden the horizon within any kind of activity, one should also participate in numerous forums aimed at information sharing, on the one hand, and teaching excellent performance, on the other. It becomes aware that today’s standards demand utilizing “…relevant alternative training methodologies.” (Dessler, 2014, p. 253)

As for the four types of technology that Wilson utilizes while delivering training programs, it is possible to distinguish the following virtual approaches:

1. Live facilitator
2. Chat rooms
3. Wi-Fi ports
4. Creating simulations

Analyzing the training approach that the managers at Wilson Learning Corporation consider as the most appropriate one when implementing their approaches, it is necessary to make mention that the discussion company occurs as absolutely focused on utilizing more and more advanced technologies; the thing is that ignoring digital culture of the 21^st century will likely result in a downward spiral of any kind of business.

Concerning the two reasons that a senior manager at Wilson Learning Corporation offers for advancing an argument that it is important for various learning techniques to be recognized, they are as follows:

1. The significance of knowing the measures of success that the company is likely to look at;
2. Thinking about different kinds of training (administrative, customer service, sales, and leadership training programs)

Obviously, it is necessary to take into consideration the significance of differentiating qualitative and quantitative measures that Maxene Raices pays special attention to.

References

Dessler, G. (2014). Human Resource Management (14^th edition). Florida International

University. Upper Saddle River. NJ: Pearson/Prentice Hall.