Kforce Global Solutions

October 2014

Kforce Personal Development program

Mission & Vision

MISSION• To improve personnel performance through training on soft skills &

professionalism, and performance programs.• To decrease the risk of our people making mistakes that impact the

business when it comes to communicating appropriately.• To advance the skills of the participants, so as they would become

positive contributors and prepared for career growth.

VISION• To produce resources who are prepared for any changes focused on

improvements that may be made to our services.• To make our resources more competent, professional & better at

communicating freely & with confidence to our clients.• To make our resources prepared for interviews.

Timeline and DirectivesTIMELINE• Each training module is to be run between 30 minutes to

45 minutes in a classroom training per participant. (for soft skills training)

• 3 months to roll-out the performance plans• 1 - 2 hours of intense training on coaching for results.

DIRECTIVE• The said program will act as a training course which will

take up 2 hours per day for 3 days, of the resource’s shift for purely training,

• Reprimand for failure to complete the course is TBD.

Limitations and DeliverablesLIMITATIONS• Since the resources may have on-going projects & responsibilities,

the nomination of participants per class would have to be coordinated with their PMs. (maximum of 10 per class)

• TLs & PMs will introduce the said program to the participants and sell the idea of enhancement or development.

DELIVERABLES• Submit or publish a per session observation & analysis for Managers

to be able to assess the progress of the program & participants.• Present a Training Evaluation Report for PDP to get a view of what

the participants feel of the training conducted.• Present the number of resources who have completed the program

& a progress report on those still in the program.

Objective• To prepare our resources for interviews during the transition period.• To ensure that customer complaints are minimized if not eradicated.• To improve the attendance & lessen the tardiness of all resources.• To create training revisions & sessions that would improve the skill

sets of the resources.• To create a scorecard by which all resources and people managers

can be measured & held accountable to.• To promote competency across all people managers & resources.• To make effective presenters & business writers of the resources.• Create a structured program that will support and facilitate the

accomplishment of the mission and vision of the program.• Address internal concerns of the agents which affect their motivation

& give feedback once these concerns have been raised to management.

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Scope• Job Interview 101

• Customer Satisfaction (CSAT)

• Monthly Performance Management (Scorecards)

• Training programs (Soft skills & Management skills)

• Career Development

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SWOT ANALYSIS

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Strengths Weaknesses• High level of technical expertise• Stability in the industry of the company• Competitive salary scheme• ISO accredited• Positive reputation in delivering quality IT

services• 8 years in the business• Highly capable & technical resource pool• Secure environment• Structured process • Located in the business district• Stable IT infrastructure & comprehensive

collection of tools • Targets & SLA met on-time• Solid partnership with KForce

• Succession planning in place is not the priority

• No monthly performance incentive programs• Disconnect between Management & the

resources (news on updates & promotions & expectations not known by all)

• Constraints that hinder employee engagement programs

• No long term benefits for resources (retirement)

• Increased customer complains due to soft skill issues

• Economically bound promotional structure• No available classroom training setup• No defined accountability per role• No additional value add to projects fulfilled

Opportunities Threats• Determining chargeable metrics that can be

financial add ons to KForce• Diversification of scope (targeting other

KForce line of businesses to be supported by KForce)

• Creation of new processes & innovations in technical development for KForce

• KForce now has more competitors for the KForce client

• Erratic weather in the Philippines greatly affects the attendance of it's resources.

• Complaints from the client can escalate & cause distrust

Kforce Global Solutions

July 2012

Progressive continuance

• All existing process improvement plans shall be revisited & analyzed to check if there have been follow through & if they have made an impact on the organization.

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Willis Career Development Framework v2 1

TRAINING IMPROVEMENTS

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Training coverage (S1-S3)

1. Getting that Job!

2. Building Rapport

3. Business Communicationa. Effective presentation

4. Communicate With Multi Generation Awareness

5. Communicate With Multi Culture Awareness

6. Effective Questioning

7. Active Listening

8. Call Control Techniques

9. Managing Challenging Customers

Getting that Job!

What have you learnt

• Definition of an effective interview• How to prepare for an interview• What to ask & NOT to ask• Tips for building rapport with your interviewer• The interview process• Pre & Post interview best practices• The types of questions asked

Anticipating the Questions

1. What are the general questions asked?a. Traditional

b. Behavioral

c. Professional

2. Preparation for answers (basis)

3. How do you answer these questions?

Building Rapport

What have you learnt

• Definition of Rapport• Why Rapport is important• Roles You Need to Use with Customers• Tips for building rapport on the telephone• Best words to use for Building Rapport• How to show Empathy

Building Rapport

Trust

Continued service with us

Customer will listen / agree

Customer satisfaction

You

Why is Building Rapport important

Business CommunicationWhat have you learned?

• The elements of Communication• The Message is 7% Words, 38% Tone, 55% Nonverbal cues• Using the PREP Technique• K.I.S.S.!• Avoid run on sentences and wordiness• Avoid Redundancies• Email Do’s and Don’ts• Telephone Etiquette• Presenting Effectively• Voice Elements of Presenting• Rules in Presenting• Proper Question & Answer

The Communication Cycle

Sender

Message

Medium

Receiver

Feedback

Communicating with Generational Gap Awareness

What have you learnt

• Type of generation and their behaviors • Recognize the generational clashes and

challenges that might occur at work place while working with multi-generation team

• Apply the best practices while communicating people from different generation

What Defines a Generation?

Different and Distinctive Differences:

• Unique work ethics• Different perspectives on work• Distinct and preferred ways of managing • Unique ways of viewing quality• Different priorities that affect how and when they

show up for work

Communicate With Multi Culture Awareness

What have you learnt

• What is culture and cross culture competency

• Challenges communicating in multi-cultural environment

• Best Practices – Communicating in multi-cultural environment

Best Practices – Stop Stereotyping

• Stereotype is a thought that can be adopted about specific types of individuals or certain ways of doing things

• These thoughts or beliefs may or may not accurately reflect reality.

• AVOID STEREOTYPING !!

Effective Questioning

You should now be able to:

• Use a variety of question types

• Add more structure to your questions

• Practice listening properly• Summarize customer

issues to avoid call-backs

Question Types

Closed Questions are Good for:

• Testing your or customer’s understanding

• Concluding a discussion or making a decision

• Frame setting

Open Questions are good for:

• Developing an open conversation

• Finding out more detail

• Finding out the other person's opinion or issues

Active Listening

What have you learnt

• Why do People Listen• 3 elements to be an effective communicator• Barriers to Active Listening• Listening styles• Techniques of Active Listening• Tips to Effectively Listen

Crucial Listening Skills

Tips to effectively listen

Focus

Take Notes

Paraphrase

Acknowledge

Call Control

What have you learnt

• The elements of the call flow process • How to apply positive scripting examples for all

elements of the call flow process• Basic troubleshooting techniques • Apply knowledge gained via role play

simulations of top call generators

Effective call flow process

Good customer service means:

1. Being an effective listener

2. Having good command of spoken and written English

3. Giving the caller undivided attention

4. Taking note of important points of conversation

5. And one of the most important thing is to keep the call flow effective throughout the call

Managing Challenging Customers

What have you learnt

• Be able to identify the 4 types of challenging people

• Use the cheat sheet for handling objections • Understand the elements of positive customer

engagement• Be familiar with the 8 step process to diffuse a

dissatisfied customer

8 steps to handling challenging customers

1. Listen - Active listening

2. Understand - Internalize it.

3. Elevate - Inform.

4. No Fighting - Be calm

5. Resolution - The deal breaker

6. Resolve - Making the difference

7. Writing - Memorialize it!

8. Learn - Constructive criticisms

The training room was conducive to learning (e.g. physical layout, temperature, lighting, etc.)There were enough workstations/PCs for everyone to practice on.

The trainer was able to maximize the time allocated for training.

The training objectives were clearly defined and met.The information presented was easy to understand.

There were many activities that sustained my interest.

Other Comments

What are the trainer's strong points?

What are the trainer's areas for improvement?

What did you enjoy most about training?

How can we improve the training program?

The trainer was able to enforce the house rules.

KFORCE CONSOLIDATED TRAINING EVALUATION REPORTKforce Personal Development Programme

Facilitator: JASON TENEBRO

Legend: 5-Highly Agree, 4-Agree, 3-Neutral, 2-Disagree, 1-Highly Disagree

The Training Environment

The TrainerThe trainer was knowledgable of the topics discussed.The trainer set expectations with the class at the start of training. The trainer inspired and instilled confidence.The trainer was punctual and came to class well prepared.

The Training Program

The training materials (e.g. handouts, powerpoint files, audio clips) helped me learn faster.

The length of the program and pace of discussion were just right to maximize my learning.Overall, the training program was effective.

The trainer was fair and treated everyone equally.The trainer's presentation style made the topics interesting. The trainer was able to encourage the trainees to participate in class.The trainer presented the topics in an organized manner.

The trainer demonstrated IBM values consistently. Overall, the trainer was effective.

TOTAL AVERAGE

Training evaluation report for continuous improvement of both the programme & the trainer.

This shall be given to each of the participants upon completion of their training in the said course.

Timeline and DirectivesTIMELINE• Each training module for S1-S3 is to be run between 30

minutes to 45 minutes in a classroom training. (for soft skills training)

• 1 – 1.5 hours of training for each of the modules for S4-M2.

DIRECTIVE• The said program will act as a training course which will

take up 2 hours per day for 3 days, of the resource’s shift for purely training,

• Reprimand for failure to complete the course is TBD.

QUESTIONS?

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