Refer to the Training Process diagram and briefly describe what you will do for each of the 4 steps in the process

Your boss (in a hypothetical organization) has asked you to develop a training program for new employees in the customer care call center. There are about 1200 employees who staff the call center, and since turnover is close to 20% (not unusual for call centers), there are often new employees who need training on product knowledge, telephone courtesy, helping customers feel “served”, and dealing with difficult customers. One week has been designated for their initial training which includes four hours of information on health insurance and other benefits.

Refer to the Training Process diagram and briefly describe what you will do for each of the 4 steps in the process.

1. Legally Required: Safety compliance, Driving Skills, Nondiscrimination, Harassment prevention, Industry-specific requirements

2. Basic and Remedial Skills: English language, Literacy, Core mathematics

3. Job and Technical Training: Customer service, Equipment operations, Quality procedures, IT and technical, Product details

4. Soft Skills: Interpersonal communication, Ethics, Team relationships, Conflict management, Problem solving, Coaching and feedback, Diversity and inclusion.