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Abstract(s)
A formação atualmente tem assumido um papel estratégico de negócio no desenvolvimento competitivo e posicionamento das empresas no mercado nacional e internacional. O negócio é um gerador de lucro, sendo que os atores principais na produção de receitas são as pessoas. As pessoas assumem a liderança no retorno do investimento e na inovação, existindo uma preocupação de potenciar os recursos existentes na organização - o Capital Humano.
Para a criação de valor e inovação organizacional, o design dos planos formativos, desde a identificação das necessidades até à avaliação da formação devem estar alinhados com o negócio e com respetivas variáveis que podem influenciar a transferência das aprendizagens (individuais e organizacionais) para a situação de trabalho. Por outras palavras, a formação é considerada parceira de negócio quando são obtidos os resultados previamente definidos em diversas áreas de saber, como saber-saber, saber-ser e estar e saber-fazer – um nova competência.
O objetivo da investigação é compreender quais os determinantes da transferência dos conhecimentos formativos individuais para a situação de trabalho, no retalho especializado. Para apoiar esta investigação foi selecionado um plano formativo, com foco no atendimento ao cliente - Formação Treinar para Vender.
Neste estudo, foram realizadas entrevistas a nove participantes numa multinacional no qual, uma das áreas de negócio é o retalho especializado. Esta investigação reflete a varíavel ambiente de trabalho como determinante no processo de transferência, mas também os participantes percecionam os supervisiores e os formadores como figuras importantes neste processo.
Nowadays training has plotted a crucial role in the business world in order what it takes the competitive development and the setting of the enterprises in the national and international market. Business is a profit’s tool, where the main characters in the generation of revenues are the public. People take the lead in the exchange of investment and innovation, within a concern to upgrade the actual resources in the organization – the Human Capital. To create value and organizational innovation, the design training plans, from its identification’s needs to the evaluation of the training must be aligned with the business and respective variables that can influence the exchange of learning (individual and organizational) for the situation of work. In other words, training is considered a partner of business when it is obtained the predefined results in various fields of knowledge as for instance: know-know, know-being and being and know-how – of a one new skill. The main goal of the research is to understand what are the variables, which takes place on the transference of individual training expertise to a real work situation, in this case, the specialized retail. To support this research was selected a training plan, focusing on customer service – “Training to Sell”. In this research, nine interviews were conducted in a corporation, which one belongs to the business area of specialized retail. This research reflects the work environment as a determinant variable in the transfer process, but also participants perception of the supervisors and trainers as key figures in this process.
Nowadays training has plotted a crucial role in the business world in order what it takes the competitive development and the setting of the enterprises in the national and international market. Business is a profit’s tool, where the main characters in the generation of revenues are the public. People take the lead in the exchange of investment and innovation, within a concern to upgrade the actual resources in the organization – the Human Capital. To create value and organizational innovation, the design training plans, from its identification’s needs to the evaluation of the training must be aligned with the business and respective variables that can influence the exchange of learning (individual and organizational) for the situation of work. In other words, training is considered a partner of business when it is obtained the predefined results in various fields of knowledge as for instance: know-know, know-being and being and know-how – of a one new skill. The main goal of the research is to understand what are the variables, which takes place on the transference of individual training expertise to a real work situation, in this case, the specialized retail. To support this research was selected a training plan, focusing on customer service – “Training to Sell”. In this research, nine interviews were conducted in a corporation, which one belongs to the business area of specialized retail. This research reflects the work environment as a determinant variable in the transfer process, but also participants perception of the supervisors and trainers as key figures in this process.
Description
Keywords
Sistema de trabalho Formandos cliente Supervisores Transferência Atendimento ao cliente Working system Trainees Supervisors Transfer Customer service