Coaching and training of the employees need to be conducted in two phases. One will be giving training to the personnel who are new joiners. They will be given some technical training and also be provided training about the company. This is the first aspect of the training. In the second phase of the training areas of non-performance will be developed. There will be recommendation provided to address the areas of non performance and action plan for coaching will be developed based on the analysis report.
The areas of non performance that has been identified for this company is that there is a need for more consumer interaction, certain services such as printing has been redundant and staff seem to lack the knowledge of the newer trends. Consumer interaction will aid in addressing the competition. Competitive advantage and brand patronage will be developed based on this consumer interaction. Another facet is that certain areas of service delivery have been largely ignored. This is again because of interpersonal relationship. There should be more technical training provided to the employees to understand about the latest technical trends in the society.
From this it has been identified that the most urgent coaching plan that is required is interpersonal communication and relationship between employees and the customers. This will help them understand about the newer services and redundant services used by the company .
It was found from the meeting that the employees generally welcomed change and wanted more technical training. They wanted more training and ensured that they remained competitive with the new joiners. From a personal standpoint it was believed that the people seemed to welcome the change and wanted training. Nevertheless I was also apprehensive and wondered if the people put up a façade of acceptance. They all seemed eager to bring in change within the company. This was found to be encouraging but also there was a small level of doubt if they really embraced the newer changes within the company.