Overview of HR Out of the Box

The Learning Checklist

The Learning Checklist is designed to provide the individual with a guideline of what they are expected to know when performing on the job. If they are not taught the right way to do the job, then your local "cynic" is going to teach them the short-cuts.

The Learning Checklist outlines the specifics of the position as detailed in the Job Description. As you may notice, the tasks for “Answering the Telephone” are divided into the sub-tasks required to do the job right. This is what is expected of the person when they are on the job. They sign off that they understand what they are to do and the instructor signs off as well. The Priority indicates the importance in learning the task. So "A" is what we teach first. "B" is what we teach second. "C" is what we teach third. In that way the employee can absorb these tasks in a way that defines success for the organization and the customer. Finally the date is indicated that the employee and instructor completed the training on this section.

The concluding part of the instructions in the Learning Checklist summarizes the purpose of this part of the process

Each individual is personally responsible for learning and understanding what is listed here. No one is expected to know it all within the first days. Take the time to thoroughly comprehend what each subject means to the efficient and effective operation of the company. Ask questions. Gather the facts and observe what is going on around you.

Over the next few months, there will an opportunity to gradually become an integral part of the company team…. In fact this is the purpose of the learning checklist – to be sure you can do your job well.

Category (Tasks)	Task to Learn	Employee	Instructor	Priority	Date Completed

3. Answering the telephone

All phones should be answered no later than 3 rings;

Welcome the caller using the 5 Steps for Friendliness and Great Customer Service;

Say, "Good Morning/Afternoon. This is (Mary). How may I help you?";

Ask for the customer's name and the nature of the call;

Transfer the call to the appropriate person who handles that account or to another department, manager, or salesperson as appropriate;

Put the person on hold when transferring call;

Call the extension to determine if the person is able to take the call at this time;

Then provide option for voice mail or to take a message;

Take a message if required;

Put on the message sheet the person to whom the message is addressed, name of the person calling, company, telephone number, and brief summary of what they are requesting

Behaviors are included here as well so that the new employee is clearly shown and told what is expected

Position Behaviors
Category (Tasks)	Behavior to Learn	Employee	Instructor	Priority	Date Completed
	1. COMMUNICATIONS - Listens to others: Solicits ideas, suggestions and opinions from others; Creates a comfortable climate for airing concerns; Listens to all points of view with and open mind; Listens carefully without interrupting; Summarizes input, then checks for understanding			A
	2. RELATIONSHIPS - Builds personal relationships: Shows consideration for the feelings of others; Shows absence of prejudicial and stereotypic thinking in words and actions; Delivers criticism tactfully and constructively; Maintains composure in high-pressure situations			A
	3. ADAPTABILITY - Adjusts to circumstances: Is flexible in dealing with people with diverse work styles; Is comfortable in a variety of environments; Reacts constructively to setbacks; Anticipates and plans for changing situations			A

The Tools and Equipment and the Knowledge and Skills are included here in the Learning Checklist to be sure that the information is properly communicated to the employee.

Tools and Equipment Required
Category (Tasks)	Tools and Equipment to Learn	Employee	Instructor	Priority	Date Completed
	1. Computers			A
	2. Copiers			A
	3. Fax machines			A
	4. Telephone			A

Knowledge and Skills Required
Category (Tasks)	Knowledge and Skills to Learn	Employee	Instructor	Priority	Date Completed
	1. 5 Steps to Friendliness and Great Customer Service			A
	2. Knowledge of company policies and procedures			A
	3. Computer skills including Microsoft Office			A
	4. Telephone communication skills			A

The Learning Checklist completes the process by allowing discussions concerning the importance of the customer to the success of the business. It is both the external customer and the internal customer about which we need to be concerned. Each have expectations and measurements of success. Our organization needs to clearly define exactly what that means.

External Customers	Expectations and Measurement of Success
Priority
A1. Customers and clients	Service provided when customers expect; Treated with respect; Attentive to their wishes; Willing to go the extra mile to achieve satisfaction; Equipment operated in a safe professional manner; Neat appearance, clean and presentable at all; Aware of surroundings; customer friendly to each person; Follows the policies and procedures of the customer when in customer’s location;

Internal Customers	Expectations and Measurement of Success
Priority
A1. Office staff, Management, fellow employees	Numbers provided on time and accurately; Treated honestly and with respect; Information provided on time and accurately; Cooperative team spirit; sharing information to improve the entire operation of the company; Responsive to calls and requests;

Next Steps in the Process is the Performance Development Plan (PDP) >>

The Performance Development Plan

The Job Description