Employee Training ana Development

Transcription

1 A Employee Training ana Development Sixth Edition Raymond A. Noe The Ohio State University McGraw-Hill Irwin

2 Contents Preface iv PART ONE THE CONTEXT FOR TRAINING AND DEVELOPMENT 3 Chapter 1 Introduction to Employee Training and Development 4 Introduction 6 Training and Development: Key Components of Learning 7 Designing Effective Training 10 Overcoming the Flows of the ISD Model 12 The Forces Influencing Working and Learning 13 Globalization 14 Increased Value Placed on Intangible Assets and Human Capital 16 Focus on Links to Business Strategy 21 Changing Demographics and Diversity of the Workforce 21 Generational Differences 23 Talent Management 25 Customer Service and Quality Emphasis 29 New Technology 33 High-Performance Models of Work Systems 37 Snapshot of Training Practices 39 Training Facts and Figures 39 Training Investment Leaders 42 Roles, Competencies, and Positions of Training Professionals 43 Who Provides Training? 45 Who Is in Charge of Training? 45 Preparing to Work in Training 48 Key Terms 49 Discussion Questions 49 Application Assignments 50 Case: Zappos: Facing Competitive Challenges 51 Endriotes 52 Chapter 2 Strategic Training 58 Introduction 59 The Evolution of Training: From an Event to Learning 61 Learning as a Strategic Focus 62 The Learning Organization 62 Implications of Learning for Human Capital Development 64 The Strategic Training and Development Process 65 Business Strategy Formulation and Identification 66 Identify Strategic Training and Development Initiatives That Support the Strategy 68 Provide Training and Development Activities Linked to Strategic Training and Development Initiatives 72 Identify and Collect Metrics to Show Training Success 72 Examples of the Strategic Training and Development Process 74 Organizational Characteristics that Influence Training 77 Roles of Employees and Managers 77 Top Management Support 78 Integration of Business Units 79 Global Presence 79 Business Conditions 80 Other HRM Practices 81 Strategic Value of Jobs and Employee Uniqueness 82 Extent of Unionization 83 Staff Involvement in Training and Development 84 Training Needs in Different Strategies 84 Models of Organizing the Training Department 87 The Corporate University Model (Corporate Training Universities) 88 Creating a Corporate University 92 Business-Embedded Model 93

3 Contents xv Learning, Training, and Development from a Change Model Perspective 95 Marketing Training and Creating a Brand 97 Outsourcing Training 100 Key Terms 102 Discussion Questions 102 Application Assignments 103 Case: Using Training and Development to Spice up Business Results 104 Endnotes 105 Case 1 Learning in Practice: PricewaterhouseCoopers Tests Partners by Sending Them to Work in Poor Nations 108 PART TWO DESIGNING TRAINING 111 Chapter 3 Needs Assessment 112 Introduction 113 Why Is Needs Assessment Necessary? 114 Who Should Participate in Needs Assessment? 116 Methods Used in Needs Assessment 118 The Needs Assessment Process 121 Organizational Analysis 122 Person Analysis 123 Basic Skills 126 Age and Generation 131 Task Analysis 135 Competency Models 138 Scope of Needs Assessment 142 Needs Assessment in Practice 143 Key Terms 144 Discussion Questions 145 Application Assignments 146 Case: Determining Training Needs at Summit Credit Union 147 Endnotes 147 Chapter 4 Learning and Transfer of Training 150 Introduction 152 What is Learning? What is Learned? 153 Learning Theories 154 Reinforcement Theory 155 Social Learning Theory 155 Goal Theories 158 Need Theories 159 Expectancy Theory 160 Adult Learning Theory 160 Information Processing Theory 162 Transfer of Training Theory 163 Theory of Identical Elements 163 Stimulus Generalization Approach 165 Cognitive Theory of Transfer 166 The Learning Process 166 Mental and Physical Processes 166 The Learning Cycle 168 Implications of the Learning Process and Transfer of Training for Instruction 169 Instructional Emphasis for Learning Outcomes 183 Key Terms 184 Discussion Questions 185 Application Assignments 185 Case: Plastics Make Perfect 187 Endnotes 188 Chapter 5 Program Design 192 Introduction 193 Considerations in Designing Effective Programs 195 Selecting and Preparing the Training Site 195 Choosing Trainers 197 How Trainers Can Make the Training Site and Instruction Conducive to Learning 198 Curriculum Course and Lesson Design 205 Curriculum Road Map 206 How to Choose a Vendor or Consultant for Training Services 212 Program Design Implications of Transfer of Training 213 Using Knowledge Management for Learning and Transfer of Training 221 Key Terms 226 Discussion Questions 226 Application Assignments 227 Case: The CEO Institute 228 Endnotes 229

4 xvi Contents Chapter 6 Training Evaluation 232 Introduction 233 Reasons for Evaluating Training 234 Formative Evaluation 235 Summative Evaluation 236 Overview of the Evaluation Process 237 Outcomes Used in the Evaluation of Training Programs 238 Reaction Outcomes 239 Learning or Cognitive Outcomes 241 Behavior and Skill-Based Outcomes 241 Affective Outcomes 242 Results 243 Return on Investment 243 Determining Whether Outcomes are Appropriate 244 Relevance 244 Reliability 245 Discrimination 246 Practicality 246 Evaluation Practices 246 Which Training Outcomes Should be Collected? 247 Evaluation Designs 248 Threats to Validity: Alternative Explanations for Evaluation Results 249 Types of Evaluation Designs 251 Considerations in Choosing an Evaluation Design 256 Determining Return on Investment 257 Determining Costs 259 Determining Benefits 259 Example of a Cost-Benefit Analysis 260 Other Methods for Cost-Benefit Analysis 263 Practical Considerations in Determining ROI 263 Success Cases and Return on Expectations 264 Measuring Human Capital and Training Activity 265 Key Terms 267 Discussion Questions 268 Application Assignments 268 Case: A Healthy Investment at Sisters of Charity Providence Hospital 270 Endnotes 271 Case 2 Learning in Practice: Business Goals Drive Learning at Verizon 274 PART THREE TRAINING AND DEVELOPMENT METHODS 275 Chapter 7 Traditional Training Methods 276 Introduction 277 Presentation Methods 280 Lecture 280 Audiovisual Techniques 282 Hands-On Methods 283 On-the-job training (OJT) 283 Self-Directed Learning 286 Apprenticeship 287 Simulations 290 Case Studies 291 Business Games 292 Role Plays 293 Behavior Modeling 294 Group Building Methods 296 Adventure Learning 297 Team Training 299 Action Learning 302 Choosing a Training Method 304 Key Terms 307 Discussion Questions 307 Application Assignments 308 Case: Training Methods for Bank Tellers 310 Endnotes 311 Chapter 8 Technology-Based Training Methods 315 Introduction 316 Technology's Influence on Training and Learning 319 Technology and Collaboration 321 Technology and Learning Environment 321 Computer-Based Training, Online Learning, Web-Based Training, E-Learning 323

5 Contents xvii Developing Effective Online Learning 330 Needs Assessment 331 Creating a Positive Online Learning Experience 332 Learner Control 333 Provide Time and Space for Online Learning 334 Technology for Collaboration and Linking 335 Social Media: Wikis, Blogs, Microblogs, and Social Networks 335 Blended Learning 338 Simulations and Games 339 Virtual Reality 342 Virtual Worlds 343 Mobile Technology and Learning 344 Intelligent Tutoring Systems 346 Distance Learning 347 Technologies for Training Support 350 Expert Systems 350 Electronic Performance Support Systems (EPSSs) 351 Learning Management Systems: Systems for Training Delivery, Support, and Administration 352 Why Develop an IMS? 353 Developing an LMS 354 Choosing New Technology Training Methods 355 Key Terms 358 Discussion Questions,358 Application Assignments 359 Case: Cisco Systems Account Managers Are Too Busy for Training 360 Endnotes 360 Chapter 9 Employee Development and Career Management 365 Introduction 367 The Relationship Among Development, Training, and Careers 367 Development and Training 367 Development and Careers 368 Development Planning Systems 370 Reality Check 371 Goal Setting 371 Action Planning 373 Examples of Career Management and Development Systems 373 Approaches to Employee Development 375 Formal Education 376 Executive Education 378 Tuition Reimbursement 379 Assessment 380 Job Experiences 386 How to Match Job Experiences to Employees' Development Needs and Goals 393 Special Topics in Employee Development: Succession Planning, Developing Dysfunctional Managers, Onboarding 399 Key Terms 407 Discussion Questions 408 Application Assignments 408 Case: Trustmark's Leadership Development Program 409 Endnotes 410 Case 3 Learning in Practice: Development Is Served 24/7 in Intercontinental Hotel Group's Leaders Lounge 416 PART FOUR SOCIAL RESPONSIBILITY AND THE FUTURE 419 Chapter 10 Social Responsibility: Legal Issues, Managing Diversity, and Career Challenges 420 Introduction 421 Training Partnerships 422 Lifelong Learning 425 Joint Union-Management Programs 426 Legal Issues and Managing a Diverse Workforce at Home and Abroad 427 Legal Issues 427 Melting the Glass Ceiling 435 Cross-Cultural Preparation 437 Steps in Cross-Cultural Preparation 438 Career Challenges Facing a Multigenerational Workforce 442 Work-Life Balance 442

6 xviii Contents Career Paths and Dual Career Paths 445 Dual Career Path 446 Career Recycling 448 Job Hopping 449 Coping with Career Breaks 450 Coping with Job Loss 451 Meeting the Needs of Older Workers 453 Preretirement Socialization 454 Retirement 456 Early Retirement Programs 457 Key Terms 458 Discussion Questions 458 Application Assignments 459 Case: Successful Management Requires International Experience 460 Endnotes 460 Chapter 11 The Future of Training and Development 466 Introduction 467 Training for Sustainability 468 Increased Use of New Technologies for Training Delivery 470 Increased Demand for Training for Virtual Work Arrangements 470 Increased Emphasis on Speed in Design, Focus on Content, and Use of Multiple Delivery Methods 471 Increased Emphasis on Capturing and Sharing Intellectual Capital 473 Increased use of True Performance Support and Social Learning 474 Increased Emphasis on Performance Analysis and Learning for Business Enhancement 476 Increased Use of Training Partnerships and Outsourcing Training 478 Implications of Future Trends for Trainers' Skills and Competencies 480 Key Terms 481 Discussion Questions 481 Application Assignments 481 Case: The Role of Learning Technologies in Empowering Employees and Environmental Sustainability at TELUS 482 Endnotes 482 Case 4 Learning in Practice: Please Take Your Vacation! 484 Glossary 485 Name Index 497 Company Index 506 Subject Index 510