The challenges affecting BINZ, Inc.

The issues confronting BINZ, Inc. include a lack of relevant skills among existing personnel, ineffective communication, and an insufficient workforce to support the growing business. In an attempt to solve these issues, the training design emphasized three essential aspects: completing assessment needs, creating learning objectives, and taking participants into account when planning for customer service personnel training (Saks et al., 107). As demonstrated, keeping current clients is just as vital as getting new ones, and adopting the right training techniques will help you achieve that. Based on the needs of the business, this write-up examines three methods of training, associated costs, and a lesson plan.

Training Methods

The case of BINZ, Inc., require both off-the-job and on-the-job training methods. Therefore, the three effective techniques will include conferences, experiential, and computer-based approaches.

Conferences

Lack of skills among the employees and the need to recruit more workers implies a broad audience. Meetings are effective when handling several learners since it provides a common platform to disseminate relevant information. In the case of BINZ, Inc., several approaches including PowerPoint presentations or storytelling will be used. The method is appropriate when conducting a standard training for recruits and other employees.

Experiential Methods

It is an on-the-job training technique that will be used to provide the learning by doing the opportunity to the customer service personnel (Saks et al., 110). In this case, the learners will participate in role-playing whereby they acquire interpersonal skills desirable in the real working environment. Moreover, there will be demonstrations in which the employees will be subjected to undertake their duties in artificial work conditions. The technique will be most appropriate when offering separate lessons for the different groups.

Computer-based Technique

Apparently, the technological advancement also necessitates that employees are exposed computer training techniques to complement the human interaction methods. In the case of BINZ, Inc., simple computer programs such as text only will be applied to allow learners access relevant information and concepts efficiently. The computer-based technics will be instrumental as refresher opportunity to meet the needs of the individual learner. It can also be applicable when there is limited time for the human interaction methods that is both experiential and conferences.

Merits and Demerits of the Methods

The suggested training methods are relatively cheaper when applied appropriately (Saks et al., 2014). For instance, conferences provide a common platform to adequately address several trainees on some issues including technological changes and new trends. As a result, it saves the company extra costs needed in coaching individual employees through apprenticeship. It also limits the amount of time required to undertake training. Other advantages include their ability to carter for the group and individual needs, the opportunity for interaction as well as instant feedback on training outcomes make the methods more efficient in meeting the needs of BINZ, Inc. However, lack of internal trainers, difficulty in organizing for training sessions in multiple locations, and limited timeframes are the main drawbacks of the stated methods.

Cost Associated with the Methods

The business will incur costs in acquiring facilitators especially outsourcing competent and experienced individuals. Additional expenditure involves travel, acquisition of equipment and machines as well as other training facilities. According to the Training Industry Report 2015 (Training Magazine, n.p), the average training costs per employee is $93 which translates into $1105 per annum. Working with this average, the two courses will cost approximately $2790. The subsequent training can be valued at $ 1105 since the company will be capable of undertaking rotational training once the employees have the desired skills.

Lesson Plan

Lesson Title: Effective Communication in BINZ, Inc.

Main Goal: Enhance service delivery among customer service personnel

Objectives: Improve listening and speaking skills

Demonstrate competence in customer handling

Generate the desired feedback for decision-making

Evaluation Criteria: Increased productivity, growth in customer base, and Positive feedback

Duration: One day per session

Resources: Writing materials, handouts, and demonstration equipment, Charts

Location: Various

Facility: Fan type

Program Template

Time Particulars Aid

8:45- 9:00 am Arrival Name cards

9:00- 9:30 Introduction

Name and background of Facilitators and Participants and their roles

Overview of the session objectives and expectations Manual

9:30-11:00 Presentation on communication skills

Listening skills

Speaking skills

Contextual application Power point presentation

Lecture notes

Story telling guides

11:00-11:30 BREAK Refreshments

11:30-12:15 Demonstration and Experiential Communication equipment

12:15- 12:45 Summery and Close Charts

Source: Own

The lesson plan table template can be adjusted based on the available time and number of participants.

In conclusion, BINZ, Inc., can apply experiential, conference, and computer-based approaches as a blend to meet the needs of its customer service personnel. The methods are effective in improving outcomes. They also require limited finances and time to implement when dealing with both large and small groups of employees. However, the drawbacks include lack of internal trainers and difficulty in organizational procedures. The primary costs associated with the techniques include outsourcing for instructors, facility and equipment acquisition as well as travel expenses. Finally, the lesson plan outlines the essential activities and areas of coverage in communication-related training for customer service.

Works Cited

Saks, Alan M., and Lisa A. Burke‐Smalley. “Is transfer of training related to firm performance?.” International Journal of Training and Development 18.2 (2014): 104-115.

Training Magazine. 2015 Training Industry Report. Training, 2015 https://trainingmag.com/trgmag-article/2o15-training-industry-report. Accessed 17 October, 2016.