New Employee Training For a Travel Agent

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If you were a training manager, how would you prioritize training needs from these sources?

a. A supervisor requests training on the specialized technology required by five of his employees.
b. The customer service manager reports a sudden increase in calls about poor handling of repeat complaint calls.
c. The CEO requests team efficiency training to address the declining numbers of employees attending quarterly pep rallies.

Various issues such as lack of understanding/knowledge and expertise about processes, systems or new technologies, low level of productivity or efficiency among the employees, poor customer service, resistance to change or adopt new systems, etc. will indicate a need for training. Training might be required in circumstances where new projects need to be started or enterprise/division wide technology implementations need to take place.

For the position of a travel agent, training will be required to work on travel related software and online systems like Sabre Reservation system, which is globally used by travel agents. Further, training will be required on the existing systems and processes of the travel agency.

These issues are identified by working closely with the various departmental heads and managers in the organization who are closely involved with the personnel and employees at all levels. Further, in order to initiate a major corporation wide training program or a strategically important training program, management will be an important source for identifying such needs.

If I were a manager, the prioritization of the training needs from the above mentioned sources will be based on various factors such as urgency of the situation with respect to effect on revenues or other factors of strategic importance to the firm, requests made by top management, ...