Unit 6 Assignment: Program Design Case Study In this Assignment, you will write a paper responding to the following email (p. 240, #5). Dear (Your Name), Thanks for your recommendations regarding how to make the “Improving Service Quality Program†a success. To improve hotel staff ability to respond effectively to customer complaints, we have incorporated many of your ideas into the program, including the following: 1. Having trainees bring an example of a customer problem to class. 2. Giving trainees the opportunity to practice with irate customers. 3. Providing trainings with feedback during role-plays. 4. Having trainers identify and communicate objectives of the program to trainees. 5. Having trainers communicate to the trainees specific key behaviors related to customer service. I am now concerned with how to make sure our training investments pay off. I am interested in seeing that employees effectively and continuously apply in their jobs the skills, and knowledge they have gained in training. I have some degree of training objectives (I know these 5 lack clear performance, criteria and conditions); however, beyond improving the training objectives themselves, what program design recommendations would you make to improve transfer of learning (pgs. 226 – 238). Respectfully, James E. Smith This Assignment is a paper, not a worksheet. Use the following headers to organize your paper:  Introduction  Program Design: Recommendations  Program Design: Why  Conclusion
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