Question 1

In BBC Airline, a training program on improving customer service was given to flight attendants in response to the increasing customer complaints. However, when the trainees are back to the workplace, most of them have not served customers as expected in the training. To make transfer of training possible, you are required to:

(a) suggest what should be done by the organization (16 marks) and

(b) discuss how the training should be designed. (9 marks)

Question 2

A two-day workshop on improving communication skills will be given to 30 salespersons in three fashion outlets of J&J. Half of them have the requisite skills of active listening. However, the other half are newly recruited and have just graduated from high schools. They know nothing about this area. To save training costs, both the new and existing employees have to attend the workshop together. You are required to:

(a) discuss how the training should be designed, considering the diverse background of the trainees (5marks) and

(b) describe four types of role play to facilitate learning with an example each. (20 marks)

Question 3

In B&B Caf, a two-day workshop on effective feedback skills will be given to 20 managers. It is focused primarily on performance reviews. To ensure that the training program can achieve its objectives, you are required to:

(a) explain how the training program should be evaluated throughout the training process (5 marks) and

(b) describe four types of evaluation outcomes after training with an example each. (20 marks)

Question 4

The increasing number of competitors, which leads to the decline in the business profits of ABC Restaurant, has been brought to the attention of a senior manager. He believes that training should be given to regain the market lead in a highly competitive market. You, as a training manager, are approached by him for assistance. In a meeting with him, you are required to:

(a)	discuss the type of training needs analysis relevant to the situation (8 marks) and
(b)	elaborate how data are collected to analyse the training needs. (22 marks)