1.In BBC Airline, a training program on improving customerservice was given to flight attendants in response to theincreasing customer complaints. However, when the trainees are backto the workplace, most of them have not served customers asexpected in the training. To make transfer of training possible,you are required to:

(a) suggest what should be done by the organizationand

(b) discuss how the training should be designed.

2.A two-day workshop on improving communication skills will begiven to 30 salespersons in three fashion outlets of J&J. Halfof them have the requisite skills of active listening. However, theother half are newly recruited and have just graduated from highschools. They know nothing about this area. To save training costs,both the new and existing employees have to attend the workshoptogether.   You are required to:

1. discuss how the training should be designed, considering thediverse background of the trainees and
2. describe four types of role play to facilitate learning with anexample each.

3.In B&B Café, a two-day workshop on effective feedbackskills will be given to 20 managers. It is focused primarily onperformance reviews. To ensure that the training program canachieve its objectives, you are required to:

1. explain how the training program should be evaluated throughoutthe training process and
2. describe four types of evaluation outcomes after training withan example each.

4.The increasing number of competitors, which leads to thedecline in the business profits of ABC Restaurant, has been broughtto the attention of a senior manager. He believes that trainingshould be given to regain the market lead in a highly competitivemarket.   You, as a training manager, are approached byhim for assistance. In a meeting with him, you are required to:

a. discuss the type of training needs analysis relevant to thesituation and

b. elaborate how data are collected to analyse the trainingneeds.