Description
Training and development prompts change within an organization. The goal of training is to identify areas for improvement and to develop growth opportunities that support the employees in their professional career.
For this assignment, you are required to develop a small training exercise in the form of a PowerPoint presentation. Review previous needs assessments and training observations conducted at your workplace to help identify one area for improvement that would benefit your organization. This training exercise does not need to be implemented but should include at least one deliverable that you could use during the training exercise. As you are reviewing your organization, consider employee engagement, systems and procedures, communication, resources, succession planning, and the culture within the organization. These are only suggestions for possible areas that could benefit from a training exercise.
Create an 8-10 slide PowerPoint presentation of your training exercise, with speaker notes, and include the following:
What are the overall goals for the training or the benefit to the selected organization?
What are two specific objectives for the training exercise?
What processes or procedures will change after the training has been completed?
Describe the strategies or actions involved in the training exercise to meet the established goals and objectives. What is the expected employee performance or application after the training? How will the strategies drive successful business results and improve employee performance?
How will the organization provide support to the current employees receiving this training? To new employees? How will the effectiveness of the training exercise be measured to confirm the anticipated improvement of employee performance?
Cite and reference a minimum of three scholarly sources with one being the textbook.
Human Resource Management
Dessler, G. (2020). Human resource management (16th ed.). Pearson/Prentice Hall. ISBN-13: 9780135172780
https://bibliu.com/app/#/view/books/9780135174555/…
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Interview Strategy
Anahit Atoyan
Grand Canyon University
January 10, 2024
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Interview Strategy
1. Time, Place, and Format:
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Time:
To guarantee applicant and interviewer availability, interview during business hours. Allow 4560 minutes for each interview.
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Place
With the present circumstances, conduct interviews via video conferencing to guarantee
applicant accessibility and comfort.
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Format: Structure a panel interview with the recruiting manager, HR representative, and a
prospective team member. This guarantees varied assessment views.
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Interview Type
The Client Manager interview will contain structured behavioral and situational questions. This
method evaluates prior experiences and the candidate’s capacity to manage future job obstacles.
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Employees Involved
Hiring Manager (Client Manager Team Lead): The hiring manager must evaluate the candidate’s
alignment with the team’s objectives, leadership skills, and fit with the team ecosystem.
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HR Representative: An HR representative may assess basic credentials, cultural fit, and
business values. They will also discuss diversity and inclusion.
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Potential Team Member (Cross-Functional): A prospective team member in the interview
process will provide a fresh viewpoint on how the applicant may fit in. This team member may
be from another department, fostering cross-functional cooperation(Rehman & Aslam, 2022).
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Diversity and Inclusion Specialist: A diversity and inclusion consultant may help assess
the candidate’s fit for a diverse workplace.
2. Preassessment Tool:
Before hiring Client Managers, we ensure we do it right with the Situational Judgment Test
(SJT). The SJT is like a test that puts people in real work situations to see if they’d be good at the
job. We do this by making up situations like the problems and issues that Client Managers deal
with. This test shows if people can do very important things like solve problems, get along with
others, and deal with tough situations (Rehman & Aslam, 2022). The cool thing about SJTs is
that they can test many different skills that a Client Manager needs, like making plans,
communicating clearly, and handling relationships with healthcare clients. This is because a
Client Manager’s job involves a lot of different tasks. The SJT is like a practice run for
candidates; they are given daily tasks to see how they would handle them. This helps us guess
how they’ll make choices and deal with issues in the real world. This prediction helps us a lot
when we need to hire Client Managers from a wide range of backgrounds who can work with
people from different cultures (Zajac, 2021). The SJT is like a superhero tool that helps us ensure
the people we hire have the right skills to be Client Managers at Cigna Healthcare Group, which
is very tough. It means there is a constant but open way to see if job candidates have what it
takes.
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3. Interview Questions:
Situational Interview Questions:
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An important customer is unhappy with the services offered. How would you fix the
problem to satisfy clients and preserve a good relationship?
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Market changes impact client preferences. How would you adjust your account
management to these developments and assure growth?
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Observe a decrease in membership in an existing account. What would you do to assess
and reverse this trend?
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A team member struggles to reach objectives. How would you coach and assist them in
improving?
Behavioral Interview Questions:
1. Behavioral: Discuss a successful negotiation that led to a considerable revenue increase. What
techniques did you use?
2. Behavioral: Discuss when you worked with cross-functional teams to address a tough
customer problem. The outcome?
3. Behavioral: Share an example of successfully adapting a communication style to engage
varied clientele.
4. Behavioral: How do you monitor market changes and client needs? Share how this
information improved your account management.
This well-planned interview process will give us a good idea of how well applicants’
skills and ability to solve problems fit with our business culture. By asking environmental and
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behavioral questions, we hope to get a full picture of each candidate by learning about their past
and how they plan to act. Candidates can show off their problem-solving skills in real-life
situations by answering situational questions. This gives employers a good idea of how they
would handle the difficulties of the Client Manager job. This method goes beyond academic
testing; it shows us how flexible, smart, and friendly candidates are, which are all very important
in the healthcare field, which is always changing.
When you ask social and behavioral questions, you get a full picture of a candidate’s
skills. Behavioral inquiries delve into applicants’ pasts and highlight career prospects. What
they’ve done, who they’ve worked with, and how they make choices might reveal their talents
and relationships. Our team gets a complete view of people’s talents and potential with this twopronged approach (Fontana, n.d.). Pre-testing using the Situational Judgment Test (SJT) deepens
our evaluation. The SJT shows how candidates handle Client Manager-related situations. Our
ratings are more accurate since this forecast feature reveals how they make choices and handle
issues. It helps us locate candidates with unique problem-solving and adaptability talents and
technical qualifications. This interview style assesses candidates’ ability to apply information,
collaborate, and contribute to a varied and evolving workplace. We search for candidates with
technical capabilities, adaptability, and problem-solving abilities. We examine their background
and how they could react in real life.
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References
Fontana, F. (n.d.). The Absolute Worst Outfits Ever Worn to a Job Interview. WSJ. Retrieved
January 9, 2024, from https://www.wsj.com/style/fashion/job-interview-outfit-what-notto-wear-0205d70b?mod=Searchresults_pos2&page=1
Rehman, S. ul, Gulzar, R., & Aslam, W. (2022). Developing the Integrated Marketing
Communication (IMC) through Social Media (SM): the Modern Marketing
Communication Approach. SAGE Open, 12(2), 215824402210999. sagepub.
https://doi.org/10.1177/21582440221099936
Zajac, S., Woods, A., Tannenbaum, S., Salas, E., & Holladay, C. L. (2021). Overcoming
Challenges to Teamwork in Healthcare: A Team Effectiveness Framework and EvidenceBased Guidance. Frontiers in Communication, 6(1). Frontiersin.
https://doi.org/10.3389/fcomm.2021.606445
HRM-635 Needs Assessment and Job Analysis Matrices
Definition: A needs assessment is the process organizations use to determine if training is necessary for its employees.
Note: This template serves as a guide to complete the needs assessment of your current or selected organization. You are allowed to manipulate
the categories to obtain the information you require in order to complete the assignment.
Needs Assessment Matrix
Department
Human Resource
Department
Core Function(s) of
Department
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•
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•
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Recruitment of
employees
Compliance with
labor laws
Keeping payroll
records
Employee
relations
Staff development
and training
Formulating
organizational
policies and rules
Designing the
employment
benefit schemes
List of Jobs or Tasks of
Department
•
•
•
•
Selecting the ideal
personnel to
perform the right
job
Initiating
orientation
programs for
newly hired
employees
Maintenance of a
positive
workplace
environment for
the employees
Identify and
address the
training and
development
requirements of
the workers to
boost employee
productivity
Current Department or
Employee Needs
•
•
The HR
department needs
a comprehensive
scheme for
handling
employee
benefits, relations,
payrolls, and
training to ensure
they are motivated
and more
productive for
Cigna Group.
The department
also needs
guidelines and
feedback for
coordinating and
directing
administrative
functions.
© 2023. Grand Canyon University. All Rights Reserved.
Current Trainings/
Required Trainings to
Meet Department or
Employee Needs
• Strategic planning
training
• HR management
training
• Affirmative
Action
Marketing Department
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•
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Management of
the brand and its
reputation
Identifying,
retaining, and
satisfying
consumers.
Product and
Services
innovation and
development
Product pricing
and positioning
Market data
collection and
research
•
•
•
•
•
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Reach out to
consumers,
prospects, society
and potential
investors
Planning and
initiating
campaigns for
marketing
programs.
To produce
promotional and
marketing
materials
Monitoring and
managing social
media
Produce internal
and external
information
dissemination.
Marketing and
customer research
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•
•
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Cigna’s marketing
department
requires a
balanced
allocation of
resources and
workload to
minimize team
burnout.
The department
needs personnel to
monitor
customers’
responses after
marketing and
sales.
The department
markets products
without assisting
customers in
making decisions,
so there is a need
for personnel to
assist the
customers in
making
purchasing
decisions.
The marketing
department must
monitor the
progress and plan
the project
timelines to
enhance
organizational
productivity.
Multidiscipline training
programs
Search Engine
Optimization marketing
Digital marketing
analytics short-term
courses
Social media marketing
programs.
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Employees
require effective
coordination for
the substantial
production of
creative solutions
and efficient
results.
Job Analysis Matrix
Definition: A job analysis is a process used to acquire detailed information about a specific job. The analysis will support the development of a job
description based on the needs of the organization.
Note: This template serves as a guide to complete the job analysis following the needs assessment of an organization to create a job description.
You are allowed to manipulate the categories to obtain the information you require in order to complete the assignment.
List Tasks, Duties, and Responsibilities
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•
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Planning, implementation, and
evaluation of employee relations
and human resource management
regulations and policies
Human Resource Manager
Manage the employees and teams
in completing organizational and
departmental projects.
Control the orientation and
training programs.
Create and develop a conducive
work environment.
List Knowledge, Skills, and Abilities
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Strong communication that enhances
good interpersonal relationships
among employees and between
workers and employers
Work discretion and ethics to
enhance a positive culture
Approachable to enhance employee
performance
Other Core Competencies and Education
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Employee benefits evaluation
Emotional intelligence
Confidentiality
Event, workshop and program
organizing
Conflict resolution
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Manage and run the recruitment
and selection process of the
organizations.
Sustaining the organizational
structure of the workplace by
outlining the qualifications and
duties for each position.
Addressing customer concerns
Segmenting customers to assist
marketing
Building long-term relationships
with key clients
Management of customer
feedback
Creating marketing and sales
plans to capture a sizeable market
Analyzing competition and
obtaining new ways of retaining
customers
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Bachelor’s degree in business
administration, marketing and the
related field.
Good employee and customer
relations
Problem solving aptitude
Ability to track customer satisfaction
key performance indicators.
•
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Detail-oriented
Accountable
Strategic outlook
Data-driven mindset
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Job Description
Anahit Atoyan
Grand Canyon University
HRM 635
December 20, 2023
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Client Manager
Role Summary
Cigna Healthcare Group’s client manager is responsible for growing membership within existing
accounts and directly managing business relationships with client accounts. The client manager
ensures that systems and processes are in place to meet the needs of internal and external clients.
They develop and implement strategies and policies relating to account management. They may
also provide guidance or expertise to less experienced account managers. The client manager
analyzes markets and identifies customer needs.
Responsibilities of the Client Manager
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Overall account management responsibility for CIGNA HealthCare assigned customers,
including responsibility for persistent results, membership, and revenue growth, and the
cultivation of customer and producer/broker relationships.
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Provides input that positively impacts financial results.
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Ensures exceptional service and growth through developing a high-performing Client
Management team.
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Market research analysis and identification of customer needs
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Monitor how clients respond to marketing campaigns and write a report to the marketing
department.
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Resolve client issues effectively by working with internal teams to identify the source of
problems and implement solutions to prevent future issues.
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Collaborate with the marketing and human resource departments to align services and
offerings with the client’s needs after comprehensively analyzing healthcare
requirements, preferences, and expectations (Zajac et al., 2021).
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Assist clients in decision-making, especially on purchases, by responding to their
inquiries on different products and services presented during marketing campaigns.
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Provision of creative solutions through coordination of the marketing department
employees to boost effective marketing campaigns and customer engagement (Rehman et
al., 2022).
Qualifications
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Bachelor’s Degree in Business Administration, Sales and Marketing, or any other related
field.
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Three years’ experience in health benefits, customer relationships, or human resource
management.
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Financial Savvy and ability to grow book of business
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Excellent communication/customer service skills/sales negotiation skills.
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References
Rehman, S. ul, Gulzar, R., & Aslam, W. (2022). Developing the Integrated Marketing
Communication (IMC) through Social Media (SM): the Modern Marketing
Communication Approach. SAGE Open, 12(2), 215824402210999. sagepub.
https://doi.org/10.1177/21582440221099936
Zajac, S., Woods, A., Tannenbaum, S., Salas, E., & Holladay, C. L. (2021). Overcoming
Challenges to Teamwork in Healthcare: A Team Effectiveness Framework and EvidenceBased Guidance. Frontiers in Communication, 6(1). Frontiersin.
https://doi.org/10.3389/fcomm.2021.606445
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