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    Training Plan (Ojt) Sample

    Uploaded by

    Edward Raagas
    The training plan summarizes communication and customer service skills training for contact center agents at Masaki Travel Agency in Japan. The plan outlines 15 competencies that will be taught through on-the-job training over a period of 2 days in August 2016. Trainees will learn effective communication techniques in Japanese, active listening, verbal and written communication standards, and handling electronic messages appropriately. Assessment methods include observation, oral questioning, practical demonstrations and role plays, and written evaluations to ensure trainees master the competencies.

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    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd

    Training Plan (Ojt) Sample

    Uploaded by

    Edward Raagas
    27 views4 pages
    The training plan summarizes communication and customer service skills training for contact center agents at Masaki Travel Agency in Japan. The plan outlines 15 competencies that will be taught through on-the-job training over a period of 2 days in August 2016. Trainees will learn effective communication techniques in Japanese, active listening, verbal and written communication standards, and handling electronic messages appropriately. Assessment methods include observation, oral questioning, practical demonstrations and role plays, and written evaluations to ensure trainees master the competencies.

    Original Title

    2. TRAINING PLAN (OJT) SAMPLE

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    The training plan summarizes communication and customer service skills training for contact center agents at Masaki Travel Agency in Japan. The plan outlines 15 competencies that will be taught through on-the-job training over a period of 2 days in August 2016. Trainees will learn effective communication techniques in Japanese, active listening, verbal and written communication standards, and handling electronic messages appropriately. Assessment methods include observation, oral questioning, practical demonstrations and role plays, and written evaluations to ensure trainees master the competencies.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    27 views4 pages

    Training Plan (Ojt) Sample

    Uploaded by

    Edward Raagas
    The training plan summarizes communication and customer service skills training for contact center agents at Masaki Travel Agency in Japan. The plan outlines 15 competencies that will be taught through on-the-job training over a period of 2 days in August 2016. Trainees will learn effective communication techniques in Japanese, active listening, verbal and written communication standards, and handling electronic messages appropriately. Assessment methods include observation, oral questioning, practical demonstrations and role plays, and written evaluations to ensure trainees master the competencies.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    of 4

    TRAINING PLAN

    QUALIFICATION : CONTACT CENTER SERVICES NC II


    COMPETENCY : COMMUNICATE EFFECTIVELY USING JAPANESE LANGUAGE
    OJT VENUE : MASAKI TRAVEL AGENCY

    TRAINEES ASSESSME
    FACILITIES/
    TRAINING TRAINING NAME OF MODE OF NT DATE
    STAFF TOOLS AND VENUE
    REQUIREMEN ACTIVITY/TASK TRAINEE TRAINING ARRANGE AND TIME
    EQUIPMENT
    T MENT
    Ricky Ducay

    Analyze 1. Communication is Marjon Mrs. Yuri Computer with MASAKI Observation August 31,
    Communication defined clearly. On the Job - Nishida peripherals TRAVEL and Oral 2016
    Process Panimdim Training AGENCY Questioning
    2. Forms of (Center Computer tables 8:00 A.M. –
    communication are Vicente Manager) and chairs Call and Chat Practical 5:00 P.M.
    distinguished. (ergonomic) Support demonstration
    Patalita III Department
    3. Communication Dialer Role play
    pathway is identified Jed Tibon
    in accordance with Internet Phone
    workplace standards. Maricel subscription simulation

    4. Elements of Vallespin Telephone Written


    communication in evaluation
    each pathway are Headset
    identified.
    UPS
    5. Barriers to
    communication in a Server
    customer contact
    center are identified. Hub – 24 port

    6. Strategies to Modem
    reduce barriers to
    communication are Fax Machine
    adopted.
    Voice Recorder

    PC Video
    camera

    Integrated Voice
    Response
    System (IVRS) /
    Switchboard

    Whiteboard
    Ricky Ducay

    Marjon Mrs. Yuri Computer with MASAKI Observation August 31,


    1. Information are On the Job -
    Communicate Nishida peripherals TRAVEL and Oral 2016
    obtained and Training
    Panimdim AGENCY Questioning
    and listen conveyed in
    (Center Computer tables 8:00 A.M. –
    accordance with
    actively Vicente Manager) and chairs Call and Chat Practical 5:00 P.M.
    accepted conventions.
    (ergonomic) Support demonstration
    Patalita III Department
    2. Verbal and other
    Dialer Role play
    types of
    Jed Tibon
    communication are
    Internet Phone
    distinguished.
    Maricel subscription simulation
    3. Standard American
    Vallespin Telephone Written
    accent is applied
    evaluation
    when speaking
    Headset
    Japanese.
    UPS
    4. Written
    communication
    Server
    produced is
    grammatically correct.
    Hub – 24 port
    5. Faulty sentences
    Modem
    are identified.
    Fax Machine
    6. Correct rules on
    subject-verb
    Voice Recorder
    agreement are
    applied
    PC Video
    camera
    7. Appropriate verb
    tenses are used when
    Integrated Voice
    stating facts, narrating
    Response
    past events.
    System (IVRS) /
    Switchboard
    8. Appropriate
    prepositions in
    Whiteboard
    common idiomatic
    expressions are
    applied.
    9. Written
    communication is
    produced according
    to accepted format

    10. Active listening


    techniques to
    enhance the message
    reception are used.

    11. Encoding is
    undertaken accurately
    and proficiently in
    accordance with
    established
    standards.

    12. Protocol in
    handling electronic
    messages is properly
    identified.

    13. Verbal
    communication is
    translated into written
    or electronics
    communication
    accurately and
    efficiently.

    14. Electronic
    messages correctly
    stored, deleted and
    forwarded, virus free.

    15. Inappropriate uses


    of Filipinisms are
    identified.

    Ricky Ducay
    1. Paralinguistic cues
    Identify and Use Marjon Computer with MASAKI Observation August 31,
    used in customer are On the Job - Mrs. Yuri peripherals TRAVEL and Oral 2016
    paralanguage appropriately Training
    Panimdim Nishida AGENCY Questioning
    identified.
    communication Vicente Computer tables 8:00 A.M. –
    2. Paralinguistic cues (Center and chairs Call and Chat Practical 5:00 P.M.
    cues
    appropriate to Patalita III Manager) (ergonomic) Support demonstration
    workplace situation Department
    are used and Jed Tibon Dialer Role play
    demonstrated.
    Maricel Internet Phone
    3. Messages to suit subscription simulation
    paralinguistic cues Vallespin
    are correctly modified Telephone Written
    to convey ideas. evaluation
    Headset
    4. Correct vocal
    techniques to UPS
    enhance the
    transmission of Server
    message are used.
    Hub – 24 port
    5. The rate, pitch,
    volume and tone of Modem
    voice are adjusted
    according to context Fax Machine
    and meaning.
    Voice Recorder
    6. Proper vocal
    dynamic is applied PC Video
    when speaking over camera
    the phone.
    Integrated Voice
    7. Appropriate Response
    conversational cues System (IVRS) /
    used in customer Switchboard
    interaction over the
    telephone Whiteboard

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