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Unit 1: Introduction to Training and Development

need to consider their beliefs about HRD’s role in a global context, particularly if their individual Notes
focus has been more local or national. This could lead to a belief in enabling people everywhere
to have access to educational opportunities and life long learning, be treated by all with respect
in a socially equitable and dignified manner, have the ability to participate in governance
decisions that affect their lives and the community in which they live and have the potential to
earn sufficient income to supply themselves with ample nutrition, shelter and other material
and aesthetic needs. Training and development is a relatively young field and there are significant
challenges to its future. Failing to acknowledge these challenges will increasingly marginalize
HRD within organizations. The tasks seen as central to profession will be taken on by others
who work in professions more focused on delivery and measuring outcomes. Thinking and
working systematically within a sounder theoretical base, with clear standards, ethical codes,
with stronger professionals bodies and with competent practitioners is necessary, failing which
the training and development profession will be sidelined.

Task How do external changes in the environment of business affect the training and
development function in human resource departments? Justify your answer with practical
illustrations.

Self Assessment

Fill in the blanks:
13. …………….. is now becoming a core driver of learning systems and development of
employees.
14. Training and development professionals need to consider their beliefs about HRD’s role
in a ….............……….. context, particularly if their individual focus has been more local or
national.
15. The forces of ….....………….., privatization and globalization have intensified the pressure
to narrow down the scope of training and development.



Case Study “Directory Assistance-May I Help You?”

r. Borkar is the Manager of Directory Services at BSNL, Pune. He is responsible
for a staff of eight supervisors and nearly 100 directory assistance operators. If
Myou lived in Mumbai and called “197” for directory assistance, you would find
yourself talking with one of BSNL employees.
The position of Telephone Assistance Operator (TAO) requires a pleasant speaking voice,
familiarity with the telephone company’s computer-operated directory, and knowing the
answers to several dozen frequently asked questions. In an average year, BSNL, Pune
experiences about a 30 per cent turnover among TAOs.

Mr. Borkar recently completed a course in Human Resource Management at a local college
and, as a result, began to wonder why BSNL, Pune did not provide a short, formal training
programme for the TAO. At present, new hires are given a ten minute tour of the offices
and a two-page printed sheet with directions on how to operate a computer terminal and
answer the frequently asked questions. New employees are then shown their work area,
Contd...

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