Rozvoj a vzdělávání telefonních bankéřů

Abstract

The goal is to implement corrective measures in the workshop in Team B through an action plan and to allow telephone bankers to improve their presentation, communication and organizational skills and to gain new experiences and practices. The work is divided into 3 parts – theoretical, practical and suggestions and recommendation for the company. The theoretical part describes the essential terms which closely relate to the theme and the goal of thesis (e.g. strategic development of human resources, vocational training and schooling of staffs, time management, etc.). The practical part includes the characteristics of financial company, their development tools and training methods defining, description of workshops practised in this company, usage unstandardized interview and Kirkpatrick 4 - stepped model to performance of the goal. Subsequently suggestions and recommendation for the financial company are submitted and an action plan is created.