HCD c9

• Basic skills/literacy education


  Focuses on upgrading the reading, writing, and computation skills needed to function in most any job
• Technical training


  The process of upgrading a wide range of technical skills
• Interpersonal skills training


  Focuses on an individual's relationships with others
• Prose Literacy


  • Skills and strategies needed to understand and use information from texts
• Document Literacy

  • Skills and strategies required to locate and use information contained in non-textual materials that include tables, graphs, charts, indexes, forms, and schedules
• Quantitative Literacy


  • Knowledge and skills needed to apply the arithmetical operations of addition, subtraction, multiplication, and division (either singly or sequentially) in combination with printed materials, as in balancing a checkbook or completing an order form
• Apprenticeship Training


  Provides trainees with the skills needed to meet continually changing job requirements
• Computer Training Programs

  1. Introductory Training: Mastering computer basics, including operating system basics

  2. Applications Training: Covers specific software applications available within an organization
• Technical Skills/Knowledge Training


  • Often specific to a job, process, or piece of equipment, but can also be more general
  • Basic: To prepare entry-level employees to perform basic functional responsibilities
  • Intermediate: OJT in general procedures, methods, tools
  • Advanced: Machinery/Process specific training
• Safety Training


  • Mandated in most companies by insurance companies and Occupational Safety and Health Administration (OSHA)
  • Recognizing, avoiding, and preventing unsafe conditions in their job and work areas
  • Procedures and rules relating to the use, transport, and storage of dangerous machinery, tools, and substances
  • Rules for the use of protective clothing, systems, and devices for hazardous machinery, tools, and chemicals
  • Methods of controlling hazards of any type, including the use of a fire extinguisher and other emergency equipment
• While interactive CBT can be a valuable tool in a training program, its use alone does not meet the intent of most OSHA training requirements
• Employees must be given the opportunity to ask questions, which requires access to a qualified trainer
• On-Site Safety Observation (OSO)

  1. Formal, structured approach for conducting a safety needs assessment

  2. Visit, observe and gather critical data in workplace

  3. Use data as basis for tailored training
• Quality Training


  • Quality Awareness: Managers are introduced to the concept of quality improvement and how it will change their role
  • In-Depth Training: Process Skills - Ways to improve work coordination, solve problems, and resolve conflicts
  • Quality Skills - Techniques and tools that can be used for tracking quality improvements
• Interpersonal Skills Training (IST)


  • Soft Skills: communication, customer relations, selling, teamwork
• Sales Training

  New approach to sales: build trust, solve customers' problems, provide product and service options, admit limitations
• Customer Relations/Service Training


  1. Introduce customer service training organization-wide

  2. Frontline employees need to be trained in customer relations skills, including interpersonal skills and operational practices

  3. Service managers need training in how to coach employees and enforce new customer service standards

  4. Provide incentives for supporting and sustaining the new customer service philosophy, including (but not limited to) recognition systems, compensation, and upgrading
• Team Building/Training

  • Team Structure: The extent to which team members understand and are committed to team goals, team roles are clearly defined, group norms are in place
  • Team Spirit: The extent to which a team has confidence in its ability to be effective, team members invest energy on behalf of the team
  • Social Support: The extent to which team members have positive interactions and provide support for one another
  • Workload Sharing: The extent to which work is equally divided among team members
  • Communication within the group: The extent to which team members give and receive information, team members manage conflict in a healthy manner
• Role of Labor Unions


  • Active role in developing and providing training
  • Establishing regional or statewide training centers
  • Collaboration with schools and employers to meet the training needs of their members