Customer service training program coursework

In this regard, the development plan of training content focuses on adequate organization’s need assessment, engagement of employees in training programs, and evaluate the appropriateness of training programs to ensure the formulation of holistic and sustainable training strategies. Human resource development is a skill set of human resource management the implements the policies and strategies developed by the organization corporate. The organization's mission and vision are set at the strategic corporate level by the leaders and senior management for the human resource management department for implementation. However, this framework only satisfies the company’s policies and objectives and deny other stakeholders elements of human well-being. As a result, both the organization and all the stakeholders suffer detrimental economic and psychosocial consequences.

For instance, an employee listen to the customer’s point of view and use your undertone interpretation of the message back to the particular customer in the form of a question to enable an employee’s in-depth understanding. Besides, an expert can further facilitate emotional attachment by either asking the client how he or she feels concerning the matter at hand or through making expression to discern his take on how the customer feels.   The concept of empathetic listening advocated for the engagement of the customers making them feel wanted and appreciated. According to Tracy, Sarah, et al. , customers just like any other human being value the sense of connectivity and belonging as a sustainable and fundamental aspect of their life (p.

For that matter, therefore, active listening is correct for practice but it is vulnerable to manipulation by the existing type of noise available during the engagement which may have prevented the receiver from giving out non-judgmental views.   On the other hand, some people may get driven by their ego to believe that they have enough listening knowledge rather they are purely believers of the judgmental approach provided by active listening skills. By doing so, they are either trying to manipulate the sender's mind to advance their judgmental interests or they hold an ideological knowledge that listening is an act of showing empathy, and that, they communicate the same to justify other people’s point of view. According to positive psychology research, actual listening boosts the sense of belonging experienced and pleasant social interaction which are the fundamental prerequisites of human well-being and life satisfaction (Sims 163).

Therefore, biased communication contributes to both social and psychological noises which disorganize everything in the existing ecosystem. According to a multidisciplinary critical review of industrial and organizational psychology and human resource management and development, the leadership and leadership style of an organization are the center of organizational change (O'Neil, Sumari, and Eileen Koekemoer 15). This paper examines training program which seeks to apply active-empathetic listening skills in employee engagement, training programs and conduct performance evaluations to develop empathic and non-judgmental employees. Training Program Objective Development of empathic and non-judgmental employees through Active-Empathetic Listening Works Cited Battiste, Marie. "Research Ethics for Chapter Protecting Indigenous Knowledge and Heritage. " Ethical futures in qualitative research: Decolonizing the politics of knowledge 111 (2016). Koegel, Lynn Kern, et al. "Improving empathic communication skills in adults with autism spectrum disorder.