员工培训与开发 outcome 3.docxVIP

Training and Developing the WorkforceAssessment 3 taskHow to Conduct a Selection InterviewName: Shi RuochenCandidate ID: 2009200Class: Business Management 1Assessment 3 task introduction:A G Bell Ltd is a private sector companyspecializing in 24/7 call centre services. This article based on the case study as the HR Manager of companydesign a training programme. The training programme is to have duration of between 2 and 3 hours. And involve five sections, the course aimed at interviewing people for telephone customer service roles that the organization needs to expand its workforce by 40 employees.Training programmeis largely for strategic reserves of talent,interview must follow the principles: equality, respect for the principle, so the examination place is necessary to serious also caring.Reflect the importance of business professionals, as much as possible to ease the pressure on candidates to create an equal, warm and harmonious atmosphere.Learning theories:The Social learning theory emphasizes that people learn by observing other persons (models) whom they believe are credible and knowledgeable.The theory recognizes that behavior that is reinforced or rewarded tends to be repeated. Learning new skills comes fromdirectly experiencing the consequences of using a skill, the process of observing others and seeing the consequences of their behavior.The Adult Learning Theory meaning that adults have the need to know why they are learning something. The adults bring more work-related experiences into the learning situation. Adults enter into a learning experience with a problem-centered approach to learning, at the same time they are motivated to learn by both extrinsic and intrinsic motivators.Kolb’s Learning Cycle:There are four main elements of the cycle and it is important to note that a learning process can begin at any point. It is also important for us to be aware that to complete the learning process learners need to work all the way around the cycle.For desi