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One of the first steps to designing an employee training program is identifying the company's needs. One step to identifying needs is figuring out what skills employees are likely to be weak in to determine in what areas employees need training. Skills can include customer service, learning new company policies, or learning how to use equipment. If we were to use training employees to work as customer-service representatives in a bookstore, for example, we would identify our training needs as teaching employees how to operate cash registers, how to use book search engines, how to locate books on the floor, and how to handle various customer-service concerns.
A second step to developing a training program is determining the company's long-term and short-term employee goals, because such goals will help determine training areas. Developing a mission statement is an essential step in determining company goals. If we were to refer to the bookstore example again, we might see that a mission for a bookstore could be to always find the book the customer is looking for even if it means confirming that a competitor has the book in stock and sending the customer to the competitor. Hence, customer-service training would include teaching employees the above mindset.
A third step in creating a training program would be developing training modules. Using the bookstore example again, modules could include videos on resolving common customer-service issues, quizzes, being guided by a more experienced employee in how to use the book search engine, being walked through the store to learn how to search for books, and even role-playing.
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