2016 gp training plan - bdo unibank bdo l… · the following training thru in-house trainer,...
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2016
2016 BDO Life Training PlanTraining Plan
BDO Life supports the development of its employees
through training programs and other learning opportunities that
reinforce their current level
and work effectiveness.
Training programs available to our employees
A. New Employees On-boarding Program
NEO is BDO Life’s organizational integration program for
employees. It aims to welcome, guide and train new employees
to quickly become more effective members of the organization.
Training courses include:
1. New Employees Orientation
2. Code of Conduct
3. Anti-Money Laundering Act Orientation
4. On Target: Fun
5. Performance Development Progra
6. Beyond Customer Loyalty Training
7. On-The-Job Coaching
B. Staff Development Program
Staff level employees are given training and
that focus on developing their customer service
HRD implements or supports
(SMEs) or external training provider
1. Customer Service Training
a. Beyond Customer Loyalty
b. BDO Life Connect: Behavior Adaptability Training
c. BDO Life PhonEthics: Telephone Skills Training
d. BDO Life Solution: Handling Complaints
2. Personal Effectiveness Training
a. Time Management
b. Corporate Image Enhancement
c. Organizational Skills Training
d. Stress Management
3. Technical Skills Training
a. BDO Life Individual Life Products Orientation
b. BDO Life Group Life Insurance Training
c. MS Excel Training
d. System User Training (classroom or thru coaching
assigned coach
supports the development of its employees
through training programs and other learning opportunities that
their current level of competencies, professionalism
available to our employees are as follows:
boarding Program
’s organizational integration program for new
to welcome, guide and train new employees
to quickly become more effective members of the organization.
New Employees Orientation
Code of Conduct (e-learning)
Money Laundering Act Orientation
On Target: Fundamentals of Life Insurance
Performance Development Program Briefing
Beyond Customer Loyalty Training
Job Coaching (by their Immediate Superior or Assigned Coach)
B. Staff Development Program
Staff level employees are given training and development opportunities through various courses
eir customer service, personal effectiveness and technical
or supports the following training thru in-house trainer, Subject Matter Experts
rnal training providers:
Customer Service Training
Beyond Customer Loyalty (Under New Employees On-boarding Program)
Connect: Behavior Adaptability Training
PhonEthics: Telephone Skills Training
Solution: Handling Complaints with Confidence
Personal Effectiveness Training
Time Management
Corporate Image Enhancement
Organizational Skills Training
Stress Management
3. Technical Skills Training
Individual Life Products Orientation
Group Life Insurance Training
Excel Training
System User Training (classroom or thru coaching by Immediate Superior or
assigned coach)
1
(by their Immediate Superior or Assigned Coach)
development opportunities through various courses
and technical skills.
house trainer, Subject Matter Experts
boarding Program)
by Immediate Superior or
2
C. Supervisory Development Program
This is a program that aims to prepare first - time supervisors for their team leader role through
courses designed to strengthen or build their supervisory, performance coaching and technical
coaching skills.
The following courses are provided by HRD thru an in-house trainer, Subject Matter Experts
(SMEs) or external training providers:
1. Effective First-Time Supervisor
2. Bridge 1: Technical Coaching Skills Training
3. Bridge 2: Performance Coaching Skills Training
4. Personal effectiveness Training (please refer to item B.2)
Additional Training for Team Leaders:
a. Business English Essentials
b. Business Writing for Excellent Results
D. Management Development Program
This program primarily caters to the training needs of middle managers specifically in the
following competency areas:
1. Administrative
2. Communication
3. Supervisory
4. Cognitive
It consists of Managing to Excel ™ half-day workshops that will help participants learn about,
accept, and experience new best practices.
Each workshop provides opportunity to learn, practice, display and evaluate new knowledge,
skills and attitude during the training through experiential activities that include hands-on-
exercises, role-plays, script analyses, games, and self-inventories.
The following are the available Managing to Excel ™ half-day workshops:
a. Time Management and Prioritizing
b. Setting Goals and Standards
c. Planning and Scheduling Work
d. Listening and Organizing
e. Giving Clear Information
f. Getting Unbiased Information
g. Training, Coaching and Delegating
h. Appraising People and Performance
i. Disciplining and Counseling
j. Identifying & Solving Problems
k. Making Decisions, Weighing Risks
l. Thinking Clearly and Analytically
Aside from the courses mentioned above, employees may also be sent to public/external
training, local or regional to address their technical or functional competency needs.
3
Table of Contents
NEW EMPLOYEES ONBOARDING PROGRAM ................. 4
New Employees Orientation (In-house) ........................ 4
Code of Conduct (e-learning course) ............................ 4
Anti-Money Laundering Act Orientation (In-house) ...... 5
On Target: Fundamentals of Life Insurance (In-house) . 5
Performance Development Program Orientation (In-house) 5
Beyond Customer Loyalty Training (In-house) .............. 6
On-The-Job Coaching ................................................... 6
STAFF DEVELOPMENT PROGRAM ................................. 7
A. Customer Service Training (Beyond Customer Loyalty Training is a Pre-requisite) 7
BDO Life Connect: Behavior Adaptability Training (In-house) 7
BDO Life PhonEthics: Telephone Skills Training (In-house) 7
B. Personal Effectiveness Training ................................ 8
GROW: Time Management (In-house) .......................... 8
Stress Management (Out-Sourced) .............................. 8
Organizational Skills Training (Out-Sourced) ................. 8
SUPERVISORY DEVELOPMENT PROGRAM ..................... 9
Effective Supervision Workshop (Out-Sourced)........... 9
Bridge 1: Building a Coaching Relationship (In-house)Error! Bookmark not defined.
Bridge 2: Enhancing Job Coaching Skills Workshop (In-house) 9
Bridge 3: Reinforcing Performance Coaching Skills Workshop (In-house) 10
Business English Essentials Business Writing for Excellent Results (Outsourced) 10
MANAGEMENT DEVELOPMENT PROGRAM ................ 11
Managing to Excel ™Program (In-house) .................... 11
NEW EMPLOYEES ONBOARDING PROGRAM
New Employees Orientation
This is a one-day orientation
organization through gaining knowledge
policies & culture.
Training Content:
� BDO Life Profile (Audio
� Shareholders of BDO Life
� Corporate Vision, Mission and Values
� Organizational Structure
Training Content:
� Introduction to COC
� Diversity & Inclusion
� Anti-harassment
� Working Conditions
� Protection of Confidential Business Information
� Personal Information & Privacy
� Corporate Social Responsibility
� Customer Relations
� Fair Competition & Antitrust
� Supplier Selection
EW EMPLOYEES ONBOARDING PROGRAM
ew Employees Orientation (In-house)
day orientation that aims to effectively integrate new employees into our
organization through gaining knowledge on BDO Life’s history, vision, mission, values ,
Profile (Audio-visual presentation)
BDO Life
Corporate Vision, Mission and Values
Organizational Structure
� HR Policies and Guidelines
� Code of Conduct
BDO Life Code of Conduct (e-
course)
This is an online e-learning course that aims to create
awareness of the rationale, function and impor
the Code of Conduct and foster common and shared
understanding of the specific rules of conduct and
minimum standards of behavior.
It would require about an hour to complete.
Protection of Confidential Business Information
Personal Information & Privacy
Corporate Social Responsibility
Fair Competition & Antitrust
4
EW EMPLOYEES ONBOARDING PROGRAM
that aims to effectively integrate new employees into our
’s history, vision, mission, values , structure,
-learning
learning course that aims to create
function and importance of
the Code of Conduct and foster common and shared
understanding of the specific rules of conduct and
to complete.
Anti-Money Laundering Act Orientation
This is a half-day training that enables participants to acquire knowledge and understanding of
the nature and process of money laundering and how they can prevent the use of our business
for money laundering.
Training Content:
� What is money laundering
� Why is money laundering a serious problem
� Ways to prevent money laundering
� Anti-Money Laundering Act
� Indications of suspicious transactions
� Reporting suspicious and covered transactions
On Target: Fundamentals of Life Insurance
(In-house)
This is a one- day training that aims to help participants
acquire knowledge on the fundamental concepts and
principles of life insurance that serve as the foundations of our business operations.
Training Content:
� Common Financial Needs
� Threats to continuous flow of income
� Managing personal risk through insurance
� Underwriting concepts
� Life insurance policy provisions
Performance Development Program Orientation
This is a 1.5–hour briefing that aims to clarify policy and guide
BDO Life’s Performance Development Program.
Training Content:
� Overall purpose, coverage & components
� Roles and responsibilities
� Timelines
� Required documents
Money Laundering Act Orientation (In-house)
that enables participants to acquire knowledge and understanding of
the nature and process of money laundering and how they can prevent the use of our business
y laundering
Why is money laundering a serious problem
Ways to prevent money laundering
Money Laundering Act
Indications of suspicious transactions
Reporting suspicious and covered transactions
undamentals of Life Insurance
that aims to help participants
acquire knowledge on the fundamental concepts and
principles of life insurance that serve as the foundations of our business operations.
Common Financial Needs
Threats to continuous flow of income
Managing personal risk through insurance
Underwriting concepts
Life insurance policy provisions
Performance Development Program Orientation (In-house)
that aims to clarify policy and guidelines in the implementation of
’s Performance Development Program.
Overall purpose, coverage & components
Roles and responsibilities
Required documents
5
that enables participants to acquire knowledge and understanding of
the nature and process of money laundering and how they can prevent the use of our business
principles of life insurance that serve as the foundations of our business operations.
house)
lines in the implementation of
Beyond Customer Loyalty Training
This is a one-day training that aims to help participants understand
consistent, differentiated and
relationships.
Training Content:
� Why beyond customer loyalty
� Impact of perception in customer service
� Creating positive and consistent customer
Training Content: (Based on the coaching plan prepared by the Immediate Superior)
Beyond Customer Loyalty Training (In-house)
that aims to help participants understand the value of delivering a
consistent, differentiated and branded customer experience in improving customer
Why beyond customer loyalty
Impact of perception in customer service
Creating positive and consistent customer service
� Optimizing customer touch-points
� Universal drivers of customer relationship
� Top 10 customer service mistakes
� Building emotional connection with customers
� Meeting customers’ needs
On-The-Job Coaching
This is a simple, straight forward but planne
approach in building competencies of new employees and in
improving their productivity. As part of the new
on-boarding program, it focuses on technical/functional
competencies needed by new employees to immediately
perform their job effectively. It is facilitated by the Immediate
Supervisor or an assigned technical coach.
(Based on the coaching plan prepared by the Immediate Superior)
6
the value of delivering a
branded customer experience in improving customer
points
Universal drivers of customer relationship
Top 10 customer service mistakes
Building emotional connection with customers
planned and structured
in building competencies of new employees and in
improving their productivity. As part of the new employees-
technical/functional
s needed by new employees to immediately
perform their job effectively. It is facilitated by the Immediate
(Based on the coaching plan prepared by the Immediate Superior)
7
STAFF DEVELOPMENT PROGRAM
A. Customer Service Training (Beyond Customer Loyalty Training is a Pre-requisite)
BDO Life Connect: Behavior Adaptability Training (In-house)
This is a half-day training that aims to help participants determine other people’s behavior and
adapt to their needs. This training also provides opportunity to apply “adapt-ability” skills in
servicing customers.
Training Content:
� The iceberg model of human behavior
� The 3 As of “adapt-ability”
� Personality Type Assessment
� DiSC Personality types and qualities (Author: Florence Littaur)
� Communicating with customers with different personality types
BDO Life PhonEthics: Telephone Skills Training (In-house)
This is a one-day training that provides participants the opportunity to practice telephone skills
that help create positive impression of self and BDO Life.
Training Content:
� Review of learnings from Beyond Customer Loyalty Training
� Handling Calls as an Important Customer Touchpoint
� Communication Factor in Telephone Converstations ( FRPVC)
� Anatomy of In-bound Calls
� Responding to Customers’Needs
� Tips in Answering Calls
-when party in not around
-putting a caller on hold
-transferring calls
� Anatomy of an Out-bound Calls
� Tips in making telephone calls
� Handling Difficult Callers
� Calls Management
� Commitment Building Activity
B. Personal Effectiveness Training
GROW: Time Management
This is half-day training that is part of
help participants improve their effectiveness at work and gain control of their daily tasks.
Training Content:
� Fundamental principle of time management
� Generations of time management strategies
� Watch and compass concept in time management
� Urgency index
� The matrix and the four quadrants
� First things first
� Identifying your roles
� Identifying your big stones
� Weekly planning
Stress Management
This is
stressors in their lives, to understand how these stressors affect
them, and to learn and practice a variety of effective coping
strategies.
.
Organizational Skills Training
This is a one-day training that
and techniques to improve their productivity, reduce waste of their time and resources.
Training Content:
� The Key Areas of Proper Self
� Signs of Need for Improvement of Organization Skill
� Identifying & Removing Clutters
� Managing Time Wasters
� Organizing Files
� Organizing Work Area
� Controlling Office Functions
B. Personal Effectiveness Training
GROW: Time Management (In-house)
that is part of BDO Life Regional Optimization Workshop that aims to
help participants improve their effectiveness at work and gain control of their daily tasks.
Fundamental principle of time management
Generations of time management strategies
Watch and compass concept in time management
The matrix and the four quadrants
Identifying your roles
Identifying your big stones
Stress Management (Out-Sourced)
This is one-day training that enables participants to identify the
stressors in their lives, to understand how these stressors affect
them, and to learn and practice a variety of effective coping
strategies.
.
Training Content:
� Understanding Stress
� Negative Impact of Unmanaged or Poorly Managed Stress
� Stress Management Strategies
� Stress Management Practice
Organizational Skills Training (Out-Sourced)
that helps participants learn about organizational tips, tools, systems
and techniques to improve their productivity, reduce waste of their time and resources.
The Key Areas of Proper Self-Management
Signs of Need for Improvement of Organization Skill
Identifying & Removing Clutters
Managing Time Wasters
Organizing Work Area
Controlling Office Functions
8
Regional Optimization Workshop that aims to
help participants improve their effectiveness at work and gain control of their daily tasks.
that enables participants to identify the
stressors in their lives, to understand how these stressors affect
them, and to learn and practice a variety of effective coping
Negative Impact of Unmanaged or Poorly Managed Stress
learn about organizational tips, tools, systems
and techniques to improve their productivity, reduce waste of their time and resources.
SUPERVISORY DEVELOPMENT PROGRAM
Effective Supervision Workshop (Out
This is a one-day training that aims to:
1. Understand the role and functions of supervisors as compared to
role and functions
2. Make the transition from their former “rank
3. Identify, develop and apply practical skills and
techniques for effective team supervision
Training Content:
Module I – Understanding your Supervisory Role
� What is a Supervisor?
� Accepting the Role Change and Managing the
Transition
� Roles and Responsibilities of a Supervisor
Module II – Planning and Organizing your Supervisory
Work
� Analyzing your Job Responsibilities
� Analyzing your Staff
� Developing your Policies and Procedures
� Creating your Supervisory Action Plan
Bridge 2: Technical Coaching Skills Workshop
This is a one-day workshop
their job coaching skills by using a more effective structured process.
Training Content:
� Components of an effective job coaching process
� Preparing a job coaching outline
� Steps in job coaching
� Conducting job coaching
� Job coaching skills inventory
� Job coaching demonstration
UPERVISORY DEVELOPMENT PROGRAM
Effective Supervision Workshop (Out-Sourced)
that aims to:
1. Understand the role and functions of supervisors as compared to staff or first
2. Make the transition from their former “rank-and-file” mindset to that of a first
3. Identify, develop and apply practical skills and
techniques for effective team supervision
Understanding your Supervisory Role
Accepting the Role Change and Managing the
Roles and Responsibilities of a Supervisor
Planning and Organizing your Supervisory
Responsibilities
Developing your Policies and Procedures
Creating your Supervisory Action Plan
Coaching Skills Workshop (In-house)
day workshop that provides participants the opportunity to assess and
their job coaching skills by using a more effective structured process.
Components of an effective job coaching process
Preparing a job coaching outline
Steps in job coaching
Conducting job coaching
Job coaching skills inventory
Job coaching demonstration
9
staff or first-line employee’s
file” mindset to that of a first-level leader
that provides participants the opportunity to assess and develop
Bridge 3: Reinforcing Performance Coaching Skills Workshop
This is a one-day training that aims to reinforce the skills of participants in addressing difficult
employee performance issues or performance gaps.
Training Content:
� What is performance coaching?
� Value of coaching in improving employee
performance
� IGROW Model in performance coaching
� Conducting performance coaching
� BDO Life Performance Management System
� Motivating employees
Business English Essentials
Writing for Excellent Results
This is a two-day training that aims to reinforce the
skills of participants to communicate more effectively
in the business world.
Training Content:
Day 1:
Module I - Business Communication and Business English
� How Business Communication Skills
� Barriers to Effective Business Communication
� How Business English is Different from Other English Applications
� The Right Attitudes in Devel
Module 2: The Pronunciation and Grammar Basics of Business English
� Pronunciation
� The "Problem" Grammar Areas
Day 2:
Module 1 – The Basics of Written Communication
� The Factors to Analyze before you Write
� The Factors to Address When you Write
Module 2 – Writing Effective Business Letters
� Keys to Writing Results
� Checking your Business Writing Output
Bridge 3: Reinforcing Performance Coaching Skills Workshop
that aims to reinforce the skills of participants in addressing difficult
issues or performance gaps.
What is performance coaching?
Value of coaching in improving employee
IGROW Model in performance coaching
Conducting performance coaching
Performance Management System
Motivating employees
Business English Essentials Business
Writing for Excellent Results (Outsourced)
that aims to reinforce the
to communicate more effectively
Business Communication and Business English
How Business Communication Skills Can Improve Our Career
Barriers to Effective Business Communication
How Business English is Different from Other English Applications
The Right Attitudes in Developing Your Business English Skills
Module 2: The Pronunciation and Grammar Basics of Business English
The "Problem" Grammar Areas
The Basics of Written Communication
The Factors to Analyze before you Write
The Factors to Address When you Write
Writing Effective Business Letters
Keys to Writing Results-Oriented Business Letters
Checking your Business Writing Output
10
Bridge 3: Reinforcing Performance Coaching Skills Workshop (In-house)
that aims to reinforce the skills of participants in addressing difficult
Module 3 – Writing Effective Emails and Text Messages
� Writing Emails and Text Messages: What Is and Is Not Appropriate
� Replying through Written Communications
� Clarifying the Reason for the Reply
� Writing the subject line and the greeting
� Acknowledging and Responding to the Sende
� Writing a cordial closing
� Proofreading and Sending the Response
� Following up with the customer (if necessary)
MANAGEMENT DEVELOPMENT PROGRAM
Managing to Excel ™Program
It consists of 12 half-day workshops that will help
learn about, accept, and experience new best practices.
Each workshop provides opportunity to learn, practice, display
and evaluate new knowledge, skills and attitude during the
training through experiential activities that include hands
exercises, role-plays, script analyses, games, and self
inventories.
This program primarily caters to the training needs of middle
managers specifically in the following competency areas:
1. Administrative
2. Communication
3. Supervisory
4. Cognitive
Managing to Excel Courses
The following are the available Managing to Excel ™
a. Time Management and Prioritizing
b. Setting Goals and Standards
c. Planning and Scheduling Work
d. Listening and Organizing
e. Giving Clear Information
f. Getting Unbiased Information
g. Training, Coaching and Delegating
h. Appraising People and Performance
i. Disciplining and Counseling
j. Identifying & Solving Problems
k. Making Decisions, Weighing Risks
l. Thinking Clearly and Analytically
Note: Priority courses will be identified based on
ective Emails and Text Messages
Writing Emails and Text Messages: What Is and Is Not Appropriate
Replying through Written Communications
Clarifying the Reason for the Reply
Writing the subject line and the greeting
Acknowledging and Responding to the Sender’s Message
Writing a cordial closing
Proofreading and Sending the Response
Following up with the customer (if necessary)
MANAGEMENT DEVELOPMENT PROGRAM
Program (In-house)
day workshops that will help participants
learn about, accept, and experience new best practices.
Each workshop provides opportunity to learn, practice, display
and evaluate new knowledge, skills and attitude during the
training through experiential activities that include hands-on-
plays, script analyses, games, and self-
This program primarily caters to the training needs of middle
managers specifically in the following competency areas:
The following are the available Managing to Excel ™ half-day workshops:
Time Management and Prioritizing
Setting Goals and Standards
Planning and Scheduling Work
Listening and Organizing
Giving Clear Information
Getting Unbiased Information
Training, Coaching and Delegating
Appraising People and Performance
Disciplining and Counseling
Identifying & Solving Problems
Making Decisions, Weighing Risks
Thinking Clearly and Analytically
Priority courses will be identified based on submitted Individual Development Plans.
11
evelopment Plans.
12
Technical / Functional Training
The following are training courses open to employees who require it based on their current
function or role and based on their approved individual development plan:
TRAINING TRAINING PROVIDER
MS Excel 2010 Training
Informatics Training Center
(Makati City)
Asteris Knowledge (Cebu City)
Accounting for Non-Accountants (Basics of Accounting and
Finance & Profitability Analysis and the Cash Flow Statement)
Harry Pound/Training For Less
Managing Face-to-Face Customer Service
(A Follow-thru of In-house Customer Service Training)
Harry Pound/Training For Less
Effective Customer Complaint Management
(A Follow-thru of In-house Customer Service Training)
Harry Pound/Training For Less
Managing Difficult and Demanding Customers
(A Follow-thru of In-house Customer Service Training)
Harry Pound/Training For Less
13
RESOURCES FOR LEADERS
14
Re-entry Plan
Employee: Training Attended: Date Attended Training: Date Submitted Re-entry Plan:
1. What are the key concepts you learned in training? 2. How can your newly acquired skills and knowledge improve your
job performance?
3. What problems have you encountered in immediately applying
newly acquired skills and knowledge to the job?
4. What actions/projects/initiatives will you take in your job as a
result of attending this training? Please fill-out action plan below.
Action Plan
Objective Actions Date of
Completion
Resources
Needed
Success
Indicators
15
TRAINING NOMINATION FORM Training/ Course:
Venue:
Training Organizer/ Sponsor:
Estimated Total Training Cost /employee:
Names of Nominees (in order of
priority):
Position No. of Years in
BDO Life
Current Function related to training
coverage /content of
training
Is he/ she a key
talent? (Yes/No)
If yes, state the reason.
Retention potential
(Low, Medium,
High)
Remarks on
retention potential
This form may be used to provide justification for training nomination/ attendance, if required.
16
Sources of Public Technical or Functional Training
Types of Training Training Provider Website
Accounting & Finance
Internal Audit & Risk
Management
Philippine Institute of Certified
Accountants
http://www.picpa.com.ph
Tax & Accounting Center http://taxacctgcenter.org/
SGV& Co. Philippines http://www.sgv.ph/upcoming-
seminars/
Internal Audit & Risk
Management
SGS Academy http://www.sgs.ph/academy
On Various Topics Ariva Events Management, Inc. http://www.ariva.com.ph
Tek-InfoVision Corporation http://www.tek-infovision.com
Spartan Allied Services www.saservices.com.ph
Guthrie-Jensen Consultants, Inc. http://guthriejensen.com/
RMP CONSULTANCY www.rmpconsultancy.com
17
Pre-Coaching Assessment Form
Employee Name:
Coaching Focus:
Assigned Coach:
WHAT TRAINING OR JOB EXPERIENCES WERE PREVIOUSLY ACQUIRED BY
NEW EMPLOYEE OR COACHEE THAT MAY BE RELATED TO COACHING FOCUS?
18
PRE-COACHING REQUIREMENTS: (WHAT ACTIVITIES SHOULD BE COMPLETED
OR KNOWLEDGE THAT MUST BE DEVELOPED PRIOR TO START OF COACHING?)
Process Outline
Coaching
Objectives:
Methods:
Schedule &
Venue:
Prepared by:
Reviewed &
Approved by:
19
Coaching Outline
Job Stages
Steps & Sub-steps Important Considerations
References:
•
•
Prepared by:
Reviewed &
Approved by:
20
MY TEAM’S TRAINING ATTENDANCE SCHEDULE
Legend
• Scheduled to attend: ☺
• Completed:√
• Missed Training: X
Team Members
Names
Course
Title
Course
Title
Course
Title
Course
Title
Course
Title
Course
Title
Course
Title
Course
Title
Course
Title
Date Date Date Date Date Date Date Date Date
Team Member 1
Team Member 2
Team Member 3
Team Member 4
Team Member 5