Podcast
Questions and Answers
What were some responsibilities of the Operational Support Department at XYZ company?
What were some responsibilities of the Operational Support Department at XYZ company?
Customer account opening and maintenance, records retention, data entry, account servicing.
Who was the supervisor of the Procedures Unit?
Who was the supervisor of the Procedures Unit?
Manish
Manish was informed beforehand about his enrollment in the supervisory training program.
Manish was informed beforehand about his enrollment in the supervisory training program.
False
Manish worked as a procedures clerk for ______ before becoming a supervisor.
Manish worked as a procedures clerk for ______ before becoming a supervisor.
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What was a major issue faced by Manish in the Procedures Unit?
What was a major issue faced by Manish in the Procedures Unit?
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What did Manish notice upon returning to work after the training?
What did Manish notice upon returning to work after the training?
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What practice did Manish implement at work after the training on work priority management?
What practice did Manish implement at work after the training on work priority management?
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Rajan supported Manish in applying the new techniques from the training.
Rajan supported Manish in applying the new techniques from the training.
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How long did the Advanced Supervisory Techniques program last?
How long did the Advanced Supervisory Techniques program last?
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Study Notes
Stakeholder Responsibilities in Learning Transfer
- Rajan managed the Operational Support Department at XYZ company, overseeing customer support, data entry, and related tasks with over 50 employees.
- Manish, a Procedures Unit supervisor for ten months, faced challenges like late and error-filled procedural memos.
- High quit and absenteeism rates in Manish's unit prompted Rajan to enroll him in a supervisory training program, Advanced Supervisory Techniques, through the Learning and Development (L&D) Department.
- Manish received a surprise email about the training, causing confusion and prompting him to seek clarity from Rajan.
- Rajan dismissed concerns about the training, encouraging Manish to focus on immediate work tasks despite added responsibilities from the training.
- Upon attending the training, Manish learned essential management skills, such as motivation, communication, and coaching techniques.
- Manish's excitement about the training diminished when he returned to work, as Rajan ignored his attempts to apply new skills, emphasizing task completion over learning implementation.
- Frustration grew for Manish, especially when Rajan mocked his efforts to use coaching skills with subordinates.
Steps for Ensuring Training Transfer
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Pre-training Responsibilities:
- Participants should set clear learning goals and identify areas for improvement.
- Managers need to communicate the importance of the training and its relevance to job performance.
- The L&D department should ensure that training materials align with participants' actual job roles and responsibilities.
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During Training Responsibilities:
- Participants should actively engage and connect new knowledge to existing tasks.
- Managers should encourage application of learning by providing time and space for practice.
- The L&D department should provide practical, real-world scenarios that resonate with participants’ daily challenges.
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Post-training Responsibilities:
- Participants should implement learned concepts and seek feedback from peers and supervisors.
- Managers must recognize and reinforce the application of new skills through regular check-ins and support.
- The L&D department should follow up with evaluations and additional resources to enhance continuous development and reinforce training objectives.
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Description
This quiz explores the roles and responsibilities of stakeholders within an operational support department. It specifically examines the dynamics between managers and supervisors, focusing on procedures and best practices in customer account management. Test your understanding of effective operational strategies in a corporate setting.
