Reference no: EM133094489
You head the training department of trigon Inc., a medium-sized company involved in a service-oriented business. The General Manager, Mr. Choi, Jayson, is a person whom you have come to know as having no-nonsense attitude when it comes to work, and you never had any difficulty communicating with him.
Recently however, you have been getting feelers from the office staff that they have been experiencing low morale because of some work attitude being displayed by Mr. Choi's records did indicate that for the last quarter, there were four people who resigned, stating for their reason for leaving that Mr. Choi treated them unfairly, overloaded them with work, and had been insensitive with their concerns. The attitude now of the remaining staff has become hostile and they have been manifesting it with their dealing with their clients.
Mr. Choi, upon learning the accumulating complaints within his company, called on you to help him minimize such customer complaints by implementing a program on effective customer relations-a skill-based training program.
Apparently unaware that the source of negative attitude displayed by your employees was heavily attributed to his work style, based on your informal interviews and observation, you feel that a skill-based training program will be a waste of time because it will not meet the true need of the company.
Guide Questions
- Assess if the performance problem/issue can be solved by training. Do you think providing a training on effective customer relations can be solution to reduce customer complaints? Explain thoroughly your answer.
- If you are the head of the training department, how would you handle the situation? Outline and explain the steps you will conduct to resolve the issue.
- Would you agree with the proposal of the General Manager to conduct a skill-based training program? What would you recommend if you won't agree with him?
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