TRAINING

Lesson Plan and Transfer of Training

Lesson Plan and Transfer of Training

Introduction

Training is an important aspect of development. It provides an insight on how to go about the course also helps the individual in gaining an insight on the subject. Below a training program is designed for the course 'Customer Relationship Management.' The topic for which training will be provided is Customer Handling and Software handling (Harvey, 2007). The length of this training course is six weeks and a 5 hour session daily along with a 1 hour lunch break. At the end of the training, the participants will be able to:

1.Develop a temperament to listen to customers

2.Effectively handle customer complaints

3.Maintain a professional relationship with customers

This training will allow the participants to learn the above mentioned objectives, which will prove to be beneficial for their professional career. This training program is aimed at students who are in their last year of studies and is designed in such a way that even organizations, can adopt it for their new recruits (Wakefield, 2010).

Pre-requisites

The trainer of this course should himself be a Customer Relationship Manager. He should have the required skills of being a strong customer relation manager. In order to achieve the three learning objectives mentioned above, he should be an experienced manager. He should have the skills that are required in a trainer of this course. He should possess an energetic and dynamic personality and should be able to quote instances that he thinks will be helpful for the participants (Pike, 2003).

The trainee, on the other hand, does not require any prerequisites. He should be smart and should be able to grasp things quickly. Moreover, it is required that he has a relevant educational background.

Requirements

If the training is being held at the educational level i.e. in the last year of the degree program for students, it will be held in their respective schools. If the training is being conducted by any organization, it will be held in their premises in the training rooms (Harvey, 2007). In case, an office does not have a training room it will have to arrange the training program in a training centre.

One batch will be of 15 participants; therefore, 15 arm chairs will be needed. A multimedia and a white board and marker will be required. The management should ensure that the environment is comfortable so that the participants can learn easily. If required, computers should also be ...