Chapter 11: Training Delivery (Students)

11.1 Time Table Alignment:

The most important component for classroom training is alignment of Time Table. The number of hours for Level 1 & 2 is 200 each and for Level 3 & 4 is 300 each which is very difficult to cover during the allocated periods for optional/elective subjects. Hence 2 periods a day was allocated for the applied learning subjects. Holidays were also utilized to cover the syllabus.

11.2 Classroom Training Delivery

Level 1 training is being imparted to class 9th students and for class 11th both Level 1 and level 2 is being imparted with compressed number of hours. Apart from the classroom theory and practical students were also taken to industry for practical exposure with proper briefing, checklist and learning deliverables (refer the field visit guidelines). Guest lecture from industry was an integral part of training; this helps the students to understand the current happening of the industry and raising the horizon of the industry. Under the scheme honorarium is allocated for inviting guest lecture.

11.2.1 Theory

Classroom activities are an integral part of this programme and interactive lecture sessions, followed by discussions should be conducted by trained teachers. Teachers should make effective use of a variety of instructional aids, such as Videos, Colour Slides, Charts, Diagrams, Models, Exhibits, Handouts, Recorded Compact Discs, etc. to transmit knowledge in projective and interactive mode.

11.2.2 Practical

Practical Activities that provide practical experience in managing trade related services should include case based problems, role play, games, etc. on incidents and practical exercises using props, tools and equipment and drills. Equipment and supplies should be provided to enhance hands-on experiences for students in the chosen occupation. Trained personnel should teach specialized techniques such as First Aid, handling crises and emergencies, etc. A training plan signed by the student, teacher, and employer that reflects equipment, skills and tasks should be prepared for training of the students in the organization/industry.

11.2.3 E-learning

These learner-centric models will enable massive deployment through an anytime, anywhere technology platform creating Massively Open Online Courses (MOOCs) for jobs in the form of modular online content
for bridging the gap between the skills acquired in high schools and community colleges, and those required by the industry. A key advantage of using these models is the high quality, uniform and standardized content delivery that allows for a rapid national scale-up and empowerment of the learner (with teacher only as a facilitator).
Powerful e-learning courses for job readiness can be accessed at Wadhwani Foundation’s Skill Development portal www.wfskillscollege.org which allows free and anywhere, anytime access to cutting edge e-learning modules applicable to students, teachers, institutions and industry. With learner-centric, videos, games, simulations, digital assessments and peer activities being its prime focus, the portal facilitates industry and NSQF based competency development.

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11.2.4 Core Employability Skills

Skills have become increasingly important in the economy. Vocational and technical skills are essential, but employers are seeking applicants with more than these, and to date this need is a long way from fully met.
For the employer, these core skills mean employees better able to respond more readily to changes in the workplace, reducing the time taken for a product to be conceptualized, manufactured, distributed and sold. Workers equipped with these skills will be able to learn more quickly and perform more effectively, allowing
enterprises to develop more innovative and flexible workplaces, where employees can offer novel ideas, and to adjust more quickly to technological change and organizational restructuring.

11.2.4.1 Basics of IT

Computers are an integral part of the workplace. In today’s industries where most of the work is driven through machines, basic computer knowledge is very essential for the productivity of the employees and the growth of the company. Basic knowledge about the operating system, emailing, internet, word documents, presentations, excel sheets etc is necessary to complete day to day tasks at office. Every employee needs to have at least a basic level of skill and comfort with computers.

11.2.4.2 Basics of Customer Handling

Helpful Attitude and Problem-Solving Skills
Nothing gives you a better chance to help a customer than a genuine desire to do so. A helpful attitude means that you instinctively like to assist people dealing with problems or challenges. This desire corresponds neatly with problem-solving abilities. This skill set encompasses the ability to listen to a customer’s problem, identify sources of conflict, come up with alternative solutions and put a remedy into action. Showing customers a willingness to efficiently sort through the mess is valuable.
Excellent Two-Way Communication Skills
Few skills impact the customer service process more than communication. Great customer service typically results from effective listening, followed by articulate and clear verbal messages. Listening is the first step in the customer-resolution process. You need to understand the customer’s problem while also demonstrating a genuine desire to help. Once you assess the situation, you need to acknowledge the customer’s feelings and state clearly what you intend to do to resolve the issue.
Attentiveness and Patience
Two additional, closely related qualities that impact the customer-resolution process are attentiveness and patience. Attentiveness simply means that you are mentally and emotionally present in the midst of handling a customer complaint. This makes the customer comfortable and prepares you to solve his problem. Patience is necessary to stand in front of someone complaining to you, sometimes in a demonstrative way, while maintaining composure. Patience also protects against getting defensive and going on the attack with a customer.
Competence and Product Knowledge
Basic business and service competence combined with strong product knowledge equip service employees to effectively handle problems. If an employee doesn’t understand the nature of the business or the products with which the problem exists, it is more difficult for her to confidently handle complaints. Product knowledge helps service employees answer questions, identify common errors that arise, troubleshoot and make specific recommendations on how to fix product-related issues. Overall competence in the company environment helps project a more confident image.
Accountability
Accountability is the willingness to take responsibility when you screw up. Some people struggle with taking ownership when “the company” screws up if they weren’t personally involved. However, good service employees realize that each business representative must accept the negative experiences of a customer and have a desire to overcome them. An atmosphere of accountability causes any front-line service worker to step forward and take on a customer problem without having to pass the person on to another employee or manager. This assertiveness in the situation helps prevent fueling of the fire and causing more frustration for the customer.

11.2.4.3 Spoken English

A must for the workplace is employee’s ability to express themselves clearly and confidently with supervisors, co-workers and most importantly clients. A good communicator is presented with a number of career opportunities. It’s a common and valid argument that English enhances personal development and improves career prospects. Most of the job aspirants are not able to get into their desired jobs because of their limited communication skills.

• Job aspirants
• College students
• Early school drop-outs
• Employees seeking career progression
• Learners seeking certification of their skills acquired informally

11.2.4.4 Life skills

The term ‘Life Skills’ refers to the skills usually associated with managing and living a better quality of life, they help us to accomplish our ambitions and live to our full potential.

As the modern workplace becomes more and more emotionally demanding, professionals need tools to help them deal with peers, customers and supervisors with professional tact; be more productive, efficient and solve problems deftly.

• Managing self
• Interacting with others
• Looking for the right job
• Skills for work
• Starting a business

11.2.4.6 Entrepreneurship Development Program

Special classes on entrepreneurship may be conducted for those students who opt for self-employment. Besides giving necessary guidance to the students for setting up their ventures, the teachers/skill trainer should continue to provide technical support to them for the transition period. Efforts should be made at appropriate levels to arrange soft loans and to devise marketing strategies for these young skilled entrepreneurs.