2016 gp training plan - bdo unibank bdo l… · the following training thru in-house trainer,...

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


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


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



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


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



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


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


that enables participants to identify the



Negative Impact of Unmanaged or Poorly Managed Stress

learn about organizational tips, tools, systems


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)


Effective Customer Complaint Management



Managing Difficult and Demanding Customers



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

2016 gp training plan - bdo unibank bdo l… · the following training thru in-house trainer,...

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