Learning and Development

Term V - Final Submission

Sanchita Banerjee Rodrigues
PGDM 2014-17 E025

Organisation Department of Art

and Culture, Govt . Of Goa
As simultaneous activities take place in this department
housing the central library, need was felt to enhance the
skill sets of front office associates who are constantly in
touch with visitors (artists / singers / sculptures / painters /
writers / people visiting the library) at Sanskruti Bhawan
Patto Plaza, Panaji, Goa

Importance of the Training

Sponsor of the training : Deptt of Art and Culture
Context of request : Management request
Organisations Objective : Citizens charter
Courtisies
Telephone
Lack of
information
Personal
interaction

Total Feedback 98
Positive 25
Negative 73
Courtisies 17
Telephone 19
Lack of information 15
Personal interaction 22
Visitors feedback logbook for Oct Dec 2015

Learning Needs Analysis

As guest interaction happens at various work areas, a
questionnaire was designed to understand the learning
needs based on the area of work.
In total 34 employees who are in direct contact with guests
were identified to be trained.

Summary of LNA

Costs

Training Course Design

Telephone skills
Answer phone in 3 rings
Smile, even if you are on telephone
Ask name and all relevant details, Be Patient
Do not put the call on hold for too long

Welcoming guests
Smile
Body posture
Eye contact
Appropriate Salutation

Training Course Design Contd..

Grooming
Appropriate dressing as there is no uniform
Hair, nail, face neatness.

Computer skills
To search information of various event in the premises
Updating information on guest requests

Tactful aptitude
Call for assistance from co-workers

Conducting the Training Flow of

Events
15 days prior :
Communication to 34 participants raising the concern about
the negative guest feedback and the need to improve it
Indicating areas of improvement
Soliciting ideas / more areas that need to be touched during
training.
Feedback expected with in 7 days to freeze the topics /
suggestions / improvements from participants to LnD
personnnel

Day of the Training Event Flow

Ice breaker A small game involving every one.
Tea with Director Art and Culture
Directors address - emphasising why this training is

important.
Role play with Director as receptionist and the receptionist
as a guest.
Demonstrating the not so nice way and nice way of
handling guests
Lecture by resource person on grooming and dressing
Lunch Break Director to join for lunch

Day of the Training Event Flow

contd....

Role play
Moving on to the floor. How to find information on intranet
Recap of which deptt does what so that information could be

provided to the guest quickly.

Back to classroom to analyse - Videos
Tea break
On the job training outside the amphitheatres watching their
other colleagues (the ones that are not attending the training)
Directors address.
Ending the training programme with recap of the session.

Performance Analysis
In house contest was held (in Feb 2016) on telephone

etiquettes with audit calls by the HR personnel. Results

were encouraging.

34 persons trained in total

Performance Analysis

contd..

Inhouse contest was held (in March 2016) inter departmental

on how fast and accurate guest related information could be

provided.
Guest relations team of Directorate of Art and Culture won the
contest.
Apr June 2016 guest feedback data would be compared to
that of Oct Dec 2015 for improvements due to training
imparted.
Based on the feedback deviation, further trainings to be
planned.

Calculate RoI
As Govt is in the business of providing experiences to its

citizen, RoI may not be calculated in terms of money but

in terms of goodwill.
A good way to measuring RoI would be to for Art and

Culture Department to apply for ISO 14000 certification.

Thank you