Workgroup Learning Development Proposal †Myassignmenthelp.Com

Question: Discuss About The Workgroup Learning Development Proposal? Answer: Introducation The sudden change in the overall operational process both in context with technical and customer service department has caused severe problems. The first six months after the change took place were evident to encounter with increased number of calls, which resulted to become a matter of serious frustration and stress for the staffs (Kahn et al. 2017). A further instigation to this issue got raised when the staffs faced a sense of loss of colleagues as well as their overseas counterparts. The old structure being changed for the company has added to the overload of work as restructuring and expansion are conducted. Proposal objective The relocation of the Red Telecom organisation encompasses Customer Resolution Department for the Australian call centre. The formation of the team for the conduct of working along with a multi-skilling labor is encouraged with the inflow of an updated team leader role. Background information Red Telecom organisation is a telecommunication carrier based in Australia. They served data, internet, fiber optic internet; web hosting and home phone product through high-speed broadband service is caters for both business as well as residential purpose. it is only in the recent times that Red Telecom Australia underwent a major restructuring procedure both in the sphere of technological and customer service. The changes were taken place in context with customer call operations (Lehmann et al. 2017). Before provision of adequate training and learning development process a mere outsourcing call center was to be relied upon to attain support from overseas to handle the excess enquiries. The after hour services for Australian customers the same assistance was necessary. It is hence considered as a prospective measure to incorporate appropriate learning and development of the definite field to suffice servicing aids to generate the operations for the respective organisation. However, the need for cultural training along with technical training is essential to make the operation within call centers of overseas locations connected from Australia. Organizational objectives Red Telecom Organisation is known to follow their management decision regarding the formulation of the firms objectives. As suggested by the managements rationale such changes are necessary to be brought into practice for inducing a facilitating environment for the organisation. It shall not only contribute in enhancing the support and empowerment but also lead to innovative solutions for the Australian customers (Horn et al. 2017). The changes were therefore identified as extremely necessary to impact upon the company by transforming the perceptions of Reds service quality. As the required amount of proficiency was lacking among the employees an elaborate session of training the necessary aspects were to be given. Analysis on the basis of the observation and case study On the basis of the present case study an analysis can be drawn that training is necessary through various aspects to enhance the learning and development process among the staffs of Red Telecom Organisation (Kahn et al. 2017). After the analysis it can be suitably found that obtaining feedbacks against the work that the staffs perform help them to understand the areas they need to work in. the team leaders pose their valuable opinions regarding their working outputs which not only enable in identification of their faults but also inhibits the tendency to repeat such practice on different occasions. In order to convince the upper level senior management team with the upgraded performance level, the team leaders responsibilities are enhanced through incorporation of skilled efforts (Horn and Kane, 2015). They are required to take an account of members working under them. Self-reporting surveys are needed to be conducted by such team leaders. Gap/impact on client and/or organisation The role of team leader is given utmost relevance in upgrading the performance level through learning and development progress among all the staffs of the Red Telecom organisation. The employee behavior and the work efforts are critically analysed by the team leaders. Each of the employees tend to make faults or have their own incidents of excellence, those are critically scrutinized or encouraged respectively by the team leader (Lehmann et al. 2017). In order to identify and understand the gap in the skills of the staff members which are resulting in failure to achieve the customer demands are assessed. The customer complaint nature is tried to be configured to be able to evaluate the training process accordingly. The staffs are required to train in such a manner that they become equipped to address the customer querie Individual intervention The Team Leader is attributed to perform the pivotal role for the particular said organisation (Li et al. 2015). Red Telecom organisation is primarily concerned with the Technological aspects although invests most of their resources towards the Customer Resolution Department. In context with the roles of the staff members it was found out by the team leaders that they were incapable to fulfill the customer requirements through skilled efforts. The employees lacked in required skills to deal with changes taking place in the internal strategic configuration. The employees due to failure to achieve the resolution point regarding customer services used to pass on the complaints to higher authorities. These incidences are evident to result in workplace tension striking with the overseas colleagues regarding matters concerning customer services (Seidel Horn and Kane, 2015). Therefore it is necessary on the part of the Team Leader to generate appropriate and a friendly communication process within the workplace to facilitate the performance. Description and analysis of the performance issues/knowledge In order to address the gaps identified by the Team Leader in the Red Telecom organisation some of the extremely necessary steps are required to be taken as prerequisite. The training course acts as a potential means to build an adequate team which comprises efficient staff members. The diverse theoretical concepts tend to implicate upon the learning and development processes to generate productivity among the employees (Morey et al. 2015). The behaviorism theory indicates of the fact that any unwanted practice can be avoided and controlled by following a certain regime. The Red Telecom organisation also adheres to implementing such a procedure upon their employees. Behaviorism believes in the fact that on repeatition of the same habits the habit gets automatically strengthened which helps to remove the undesired practices. On achieving such habits bonus points in terms of incentives are extended towards the employee to reinforce their behavior with positive attitude. Verbal reinforcements are utilized by the Team Leaders to generate effective and proficient skilled activities by the organizational staffs (Goldman et al. 2014). The deficit that lies with this theoretical approach states that the learners are not prepared for problem solving and creative thinking . The Constructivism theory is one which is regarded as a better and more appropriate approach to gain greater acceptance among organizational scenario (Ens et al. 2017). The individual intervention on the part of each of employees is involved in this process. This is one such approach where case studies are of great benefit. The similar scenario that has been successfully encountered and managed are referred to by the staffs of the organisation. This helps resolve real life events in the most practical manner. Constructivism is that approach where learning and development is generated among the needed employees by assessing their problem areas. Rigorous brainstorming is done by the Team Leaders as well as the employees to bring in the necessary changes and managed with the changed surroundings. It is brought in by the diverting skilled labor and effective communication process (Grason et al. 2015). A collaborative learning measure is what mostly intended keeping relevance with the pre sent scenario is. Group work and collaborative development and learning methods are appropriately practiced to facilitate appropriate behavior using Constructivism theory. Reference list Ens, A., Janzen, K. and Palmert, M.R., 2017. Development of an Online Learning Module to Improve Pediatric Residents' Confidence and Knowledge of the Pubertal Examination.Journal of Adolescent Health,60(3), pp.292-298. Goldman, E., Wesner, M., M. Plack, M., N. Manikoth, N. and Haywood, Y., 2014. Secondhand learning from graduates of leadership development programs.Journal of Workplace Learning,26(8), pp.511-528. Grason, H., Huebner, C., Crawford, A.K., Ruderman, M., Taylor, C.R., Kavanagh, L., Farel, A., Wightkin, J., Long-White, D., Ramirez, S.M. and Preskitt, J., 2015. The MCH Navigator: Tools for MCH Workforce Development and Lifelong Learning.Maternal and child health journal,19(2), pp.324-334. 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