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HRM2002 Training and Development – Spring/Summer 2021

You will design a training session to meet a training for

– Customer service skills

· Submit your completed training design plan (in WORD – between 16 to 22 pages excluding cover page, table of contents and references) through Blackboard. You have ONE attempt. Check your work before pressing “submit”.

Your training design must apply and clearly identify Gagne’s Nine Events of Instruction. Integrate them into your lesson plan.

Incorporate and clearly identify three or more off-the-job training methods suitable for the training content and the trainees. Explain why you chose the training methods, and show clear links to learning theory and motivation theory, paying attention to elements such as practice, training transfer, and trainee involvement.

Your Training Design Plan must include:

1. A cover page with Course Name, Assignment Name, your group number, all group members’ full names and student ID #s.

2. A table of contents

3. Two main training objectives with the three components/ four key elements in one sentence for each objective

4. A complete list of all equipment the trainers and participants will need (e.g., computer, projector, speakers, # of tables and # of chairs, whiteboard, etc.)

5. A complete list of all of the training materials the trainers and participants will need (e.g. specific music to start the session or use during different steps of the session, handouts for the participants, name tags, refreshments, prizes or incentives for participants, specific video/YouTube segments the trainers will use during different steps of the training session, etc.)

6. A diagram of the room set up and your reasons for that room set up

7. A lesson plan (in WORD document format) which shows:

a. Exactly what the trainer(s) will do before the training session to facilitate the participants’ motivation to attend the session

b. Clearly labeled Gagne’s nine events of instruction.

c. Exactly which methods/techniques you are using at each step of the training session and why you are using each method/technique at this point

d. Exactly what the trainer(s) will do and say at each step of the training session

e. A time estimate for each step of the training session

f. Exactly which equipment the trainer(s) will use at each step of the training session

g. Exactly which materials the trainer (s) and participants will use at each step of the training session

h. Exactly what the trainer(s) will do at the end of the training session to formally close the training session

8. References and in-text citations (in APA format) for the preparation of your training design

9. A list of each group member’s contributions to this assignment. (No peer evaluations needed.)