Effectiveness and Efficiency in the workplace

Lesson Content

• Lesson Plan Template:

  CTE Lesson Plan

• CTE Course Info and Benchmark Notes

  
  

  Course Title: Introduction to Business Management and Administration

  Course Number: 8370350

  Career Cluster: Business Management and Administration

  CIP Number: 148370350M

  Course Type: Non Career Preparatory

  01.05 Identify skills required to successfully enter any career in the General Management career pathway.

• Unit Outline

  
  

  This lesson is designed to be used with the case study, “Effectiveness and Efficiency.” See CPALMS resource ID#209600.

• Career Connection

  
  

  In this lesson, students will discuss the management role in employee development, procedural training, customer service and the necessity for training programs. Discussion will include key skills such as attention to detail, leadership, customer relations, prioritizing, and time management, all essential business management skills.

• Learning Objectives

  
  

  Students will be able to:

  • Discuss the role of management for employee customer service training.
  • Identify ways to improve employee performance for customer service.
  • Create a digital presentation of customer service for efficiency and effectiveness.
  • Identify common managerial characteristics needed for different industries.

• Prior Knowledge

  
  

  Students should be familiar with/able to:

  • Group collaboration.
  • Manager responsibilities regarding employees in the workplace.
  • The importance of positive customer satisfaction.
  • Characteristics of managers.

• Guiding Questions

  
  
  • What is the role of the manager?
  • How can poor customer service affect the outcome of a customer experience?
  • What can managers do to provide employees with ongoing training?
  • What are examples of efficiency and effectiveness? (at school or at a place of business)

• Procedure

  
  
  1. To introduce the lesson, pose the following questions to students: What managerial skills are necessary to ensure employees training results in customer service satisfaction? What do the terms “effective” and “efficient” mean?
     • Have students work in a group of 2- 3 to discuss and share out. Have students record their responses digitally.
  2. Distribute the case study “Effectiveness and Efficiency.,” (see CPALMS resource ID#209588) and allow ample time for independent reading of the case.
     • Display the following questions for group discussion:
       • What communication did Carl expect for his appointment rescheduling?
       • How could the clerk at the dry cleaner improve her customer service?
       • How can employers ensure that all employees receive a break without compromising customer service?
       • Why was Carl satisfied with the service at the auto shop?
  3. Have students work in their small groups to create a digital presentation that helps answer the questions, “How can successful managers promote positive customer service through effective employee training?”
     • Presentations should outline the ways in which managers can provide ongoing efficiency and effectiveness training to employees, both when customers are present and when customers are not present.
     • Remind students to include examples that address the skills of managers regarding leadership, evaluation, modelling, and encouragement.
     • Encourage students to include dialogue and graphics in their digital presentations.
     • Refer to the Efficiency and Effectiveness teacher handout (see attachment) for discussion topics.
     • Have students share and discuss.
  4. To bring the lesson to a close, close the discussion with students by asking, “Why is employee training vital to the success of any business?” and “How are the skills of managers transferrable among industries?”

• Teacher Notes

  
  
  • Students should be in groups of 2 – 3 to participate in productive discussion and present to the group.
  • Remind students that effectiveness and efficiency are key terms in this lesson.
  • Instructor can suggest that motivational posters can be used in all industries to increase employee performance.

• Optional

  
  

  Formative Assessment Ideas:

  • Use observations and anecdotal notes during student discussions to assess student understanding of the roles of general managers in customer service.

  Summative Assessment Ideas:

  • Students can utilize technology to develop a job description for one of the following:
    • A trainer for a grocery store cashier.
    • A manager of a doctor’s office.
  • Students can create a training checklist to be shared and have student peers critique.

  Accommodation Suggestions:

  • Permit speech-to-text software for students needing physical support with technology.
  • Provide personal real-world scenarios.

  Extension Ideas:

  • Develop motivational posters for the school with expectations for service and procedural reminders.
  • Students can develop a training manual check list for an industry of their choice. They are in the role of the manager; this would be for the training program they will implement.
  • Conduct role-playing activities in which students present alternative outcomes to the case study.
  • Students or instructors can share positive and poor customer service experiences.