2014

Lic. Edwin Omar Lanza

Universidad Metropolitana de Honduras
25/11/2014 Plan de capacitación

Members:

Heidy Aracely Suazo 201101320

Telma Desire Cerrato 201400412

Norma Karina Flores 200801164

Ruben Isac López 201300495

Sonia Eunice Martínez 200901553

 Plan de capacitación

table of Contents
General objective...................................................................................3
General objectives.................................................................................3
Frame Theoretical..................................................................................4
Introduction............................................................................................6
Reference Framework...........................................................................7
Training..................................................................................................7
Training objectives.................................................................................7
Training benefits....................................................................................9
Training techniques:..............................................................................9
Training plan and programs.................................................................11
Elements of a program.....................................................................12
Training plan for window teller:............................................................15
Conclusions.........................................................................................20
Bibliography.........................................................................................21

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General objective
Prepare Regional Bank training plan.

General objectives
-Prepare training modules

-Analyze the forms and modalities of training.

-Describe the Benefits of training.

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Frame Theoretical
The entire management of companies depends on their collaborators who are in
charge of designing a solution, making a decision, coordinating a job, controlling a
result or carrying out an activity or task. In other words, 100% of the income and
100% of the costs and expenses of a company depend on people: Human Capital.

Modern business management recognizes the importance of Human Capital in

organizations, as well as the responsibility of developing its main source of wealth:
Intellectual Capital through constant Training and Development of personnel,
changing the paradigm that “Training is a Expense” for “Training is an Investment”.

When the company invests in Training, that is, Training processes and programs
are proposed that are aligned with the objectives of its business, it ensures the
return on its investment.

Contextual framework
The development of the training plan is based on the regional company
BAC/Honduras.

Mission
Facilitate with excellence the exchange and financing of goods and services,
through payment systems and innovative and profitable financial solutions that
contribute to generating wealth, creating employment and promoting sustainable
and supportive economic growth in the markets where we operate.

Vision
To be the preferred financial organization of the communities we serve for our
leadership in payment methods, for our solidity, reliability, advanced technology
and connectivity with people and companies, for whom we simplify the lives of
making it easier for them to realize their dreams and achieve their goals. goals.

Organizational values

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• Excellence
• Integrity
• Innovation
• Responsibility
• I respect

Bac/Honduras as a large infrastructure, each management has its training

department independent of the HR Dept. In this case, mention will be made of the
channel management training department, whose purpose is to prepare new
employees and personnel. promoted who works in the area of agencies and
alternative customer service channels.

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Introduction

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Reference Framework.

Training
Training, or personnel development, is any activity carried out in an organization,
responding to its needs, that seeks to improve the attitude, knowledge, skills or
behaviors of its personnel.

The need for training arises when there is a difference between what a person
should know to perform a task, and what they actually know.
These differences are usually discovered when doing performance evaluations, or
job profile descriptions.

Given the continuous changes in the activity of organizations, static jobs practically
no longer exist. Each person must be prepared to occupy the functions required by
the company. Change influences what each person should know, and also the way
tasks are carried out.
One of the main responsibilities of supervision is to anticipate changes by
anticipating future training demands, and to do so according to the skills and
potential of each person.

Training objectives
The general objective of training is to achieve the adaptation of personnel to
perform a certain function or execute a specific task in an organization.

Among the main objectives of the Capitación are the following:

· Increase productivity

· Promote an environment of greater security in employment

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· Facilitate staff supervision

Provide the company with highly qualified human resources in terms of

knowledge , skills and attitudes for the efficient performance of the worker.

Develop a sense of responsibility towards the company through greater

competitiveness and appropriate knowledge.

Ensure that executives and employees improve in the performance of their current
and future positions.

Keep executives and employees permanently updated with the scientific and
technological changes that are generated by providing them with information on
the application of new technology .

Achieve changes in employee behavior with the purpose of improving interpersonal

relationships between all members of the company, achieving more satisfactory
working conditions.

The function of training is inserted as an integral part of the daily events of

companies and to meet its objectives it takes information from the environment and
the workplace itself.

Although it is true that training is not the only way through which the correct
fulfillment of tasks and activities is guaranteed, it does manifest itself as an
instrument that teaches, systematically develops and places any person in
competitive circumstances.

Under this framework, the function of training is:

Promote the comprehensive development of staff, and as a consequence the

development of the organization.

Promote and strengthen the technical knowledge necessary for the best
performance of work activities.

· Improve the collaborator in his or her job.

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Training benefits

Among the points that help or serve can be found for employees in training are the
following:

 Helps the person solve problems and make decisions.

 Promotes confidence and personal development.
 Helps train leaders.
 Improves communication and conflict management skills.
 Increases the level of satisfaction with the position.
 Helps achieve individual goals.
 Promotes a sense of progress at work and as a person.
 Reduces fears of incompetence or ignorance.
 Promotes promotion to positions of greater responsibility.
 Make the worker feel more useful by improving performance.

Training techniques:

There are a wide variety of methods or techniques for training staff in non-
executive positions. No technique is always the best, the best method depends on:

 Cost-effectiveness
 The desired content of the program
 The suitability of the facilities available
 People's preferences and abilities
 The trainer's preferences and capabilities
 The learning principles to use.

The most common training techniques are the following:

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On-the-job training : In this method, the person learns a task or skill through
actual performance. It involves assigning new employees to experienced workers
or supervisors who do the actual training. There are several types of training in the
position, the best known are:

to. Direct on-the-job instruction : In which the worker receives on-the-job training
from an experienced worker or the supervisor himself. The aim is for new workers
to acquire the experience to operate the machine or to perform various tasks while
observing the supervisor. This method is more applied to train machinists and
operators.

b. Job rotation : In which the employee moves from one position to another in
scheduled periods to learn about the different activities that are carried out in the
general process, whether productive or administrative. This method is more
applicable to train supervisors and administrators.

The main advantages of on-the-job training are:

Relatively inexpensive, training workers learn while they produce, there is

immediate feedback, and there is no need for expensive off-the-job facilities such
as classrooms or programmed learning devices.

Conferences : Conferences or exhibitions are practical and easy-to-execute

methods. They are a quick and simple way to provide knowledge to large groups of
people. They can be accompanied by printed materials to facilitate learning.
Projectors can also be used to present images, graphs, photographs, video
recordings or films to facilitate learning.

Role playing : This technique is used in training to teach sales techniques,

interview techniques, addressing groups, resolving conflicts and achieving
negotiations or performing more responsible positions such as bosses or
supervisors. It consists of making professionals develop roles according to the
position or tasks they will perform.

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Audio-visual techniques : Presenting information to employees through audio-

visual techniques such as films, closed-circuit television, audio or video tapes can
be effective, these techniques are currently used very frequently. Audiovisuals are
more expensive than conventional conferences.

Programmed learning : It is a systematic method to teach skills for the position, it

consists of presenting a set of questions or facts for the student to answer, then
review and compare with the answers and return to those in which they have made
a mistake, until they answer all of them correctly. .

This method is effective because it allows the employee immediate feedback on

the accuracy of their responses and the learning they are achieving. Its main
advantage is that it reduces training time considerably and allows trainees to learn
at their own pace, provides immediate feedback and reduces the risk of errors.

Simulations : It is a technique in which employees learn in real equipment or in

simulation equipment the execution of their tasks, for example, simulation of
handling machines, vehicles, airplanes, etc. that they use in their position but in
reality they are instruments outside of it. This training seeks to obtain the
advantages of a simulation and correct errors without actually placing the person in
training in the position or risking deterioration or accidents with the machines. This
technique is almost a necessity in jobs where it is too expensive or dangerous to
train employees directly on the job.

Training plan and programs.

The plan allows you to have a general vision of what you want to do, so it
considers:

 Jobs involved.
 Number of workers to be trained.
 Time period in which it will be developed.

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 Care priorities
 Events to take place.

The programs as a substantial part of the plan are the detailed description of a set
of instruction-learning activities aimed at satisfying the training needs of workers
and which may be made up of topics, subtopics and/or modules.

Elements of a program

 List of events to be taught by job position.

 Terminal and intermediate objectives that specify the change in behavior to
be modified in workers
 Thematic content of the event.
 Group and institutional techniques that will facilitate the instruction-learning
process.
 The teaching resources that will support and facilitate the assimilation of
knowledge by the participants.
 Financial and material resources required to carry out the actions.
 Total duration in hours of each of the scheduled events.
 The instructor and/or training institution responsible for the planned events.

Modalities for providing training

Once the training plan and programs have been prepared, the next step is to put
them into practice; that is, operate the training actions. To do this, some aspects
must be anticipated before, during and after the events.

1. Select the most appropriate training modality:

Course

 Formal training event.

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 Develops the acquisition of knowledge, skills and attitudes.

 It can combine theory and practice.
 Its duration depends on the time available and contents, on average 20
hours.
 It is used when you want to involve the worker in more theoretical activities.

Training event that develops topics linked to practice.

It is short-lived (less than 12 hours).

SEMINAR

 Its objective is the investigation or study of topics.

 The participants serve as researchers.
 They are made up of discussion groups and topic analysis.
 Its duration is short (approximately 2 to 4 hours a day).
 It is used to have a deeper knowledge of certain topics and/or situations.

Conference

 Its purposes are to provide information, data, topics, etc.

 The speaker must be an expert who explains, illustrates, etc.
 Its duration is relative, it depends on the length of the sessions.
 It is carried out mainly to train management-level personnel and when there
is little time available for the development of a topic or group of them.

2. The requirements for its formation are:

Review the training program in order to clearly determine the general, particular
and specific objectives.

Content analysis

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Themes and subtopics are reviewed to establish the management, orientation and
instructional methodology.

 Selection, ordering of activities and instructional techniques

 Time allocation (instructor and participants).
 Selection of resources and teaching materials to be used per event.

Training agents

Another important element to consider for the operation of the actions refers to the
role of the training agents, since the results obtained from the events largely
depend on them, they are a part to be considered in their planning and in the
instructional sessions as well as a substantial factor in the presentation of the
training plan and programs.

There are different types of training agents according to their characteristics and
functions as well as what is established in the articles that determine their legal
basis.

Didactic resources

Audible

 Recording (disc and tapes)

 Video

Do not project: Blackboard, posters, flipchart, flannel board, models, books,

machinery and equipment.

Projectable: Transparencies, acetates, projection of opaque bodies

Audiovisual

Film and videotape films, television, transparencies linked to a recorded script.

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Training plan for window teller:

It specifies the content and hours of use.

CUSTOMER SERVICE CHANNELS MANAGEMENT

Training Plan by position
Window Employees
Day Module Issue Time Facilitator
General 1 Induction 3 hours Training Officer,
4.5
Customer Service Culture Training Officer,
Day 1 Hours
General 2
30 Training Manager or
Motivational Theme (Awareness of new staff)
minutes Coordinator
Day 2 Module C-1 Ticket Security 7 hours Training Officer
Cashier's obligations
Basic elements of a ticket
National Currency Security Features
New twenty Lps bill. On polymer substrate
Dollar Coin Security Features
Euro Coin Security Features
Fake currency
Proof of retention of false or damaged currency

PRACTICE: Counting bills daily 30 minutes

30
Day 3 EVALUATION 1: Module C-1 bills minutes

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Day 3 Module C-2 Checks 6.5 Training Officer

Check Concept Hours

Characteristics of Checks and security stockings

Types of Checks
Exercise #1 Convert Bamer accounts to Bac|
Honduras accounts

Task: Make a check containing all security measures

Exercise #2 You will be given a booklet of copies of

checks so that you can identify if they belong to
local or foreign compensation
Online Sweep Service
Positive Check Service
Endorsements
Exercise #3 You will be given a list of checks so that
you can identify some of the most common errors.
Returned Check Fees from other banks
Reception of Checks and security measures
Check Cashing Policy and security measures
Travel Check
Firms
PRACTICE: Counting bills daily 30 minutes
Day 4 EVALUATION 2: Module C-2 CHECKS 1 hour
Day 4 Module C-3 General cash aspects 6 hours Training Officer

Counter Service Script

Previous preparations for the day
General conditions for transactions
Client identification documents
Document Authorization
Reprints
Using the Sofia adder
Use of Keys, Users, Keys and Stamps.
Order of documents at the Window
cash register
Daily file of cashier documents (tamal)
Claims
recommendations
Internal Control of Agencies
PRACTICE: Counting bills daily 30 minutes
30
Day 5 EVALUATION 3: Module C-3 General Aspects minutes
Day 5 Module C-4 Tax Receipt 5 hours Training Officer

Affidavit formats
Review points for declarations

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Phoenix System
Methods for receiving Fénix taxes
Temporary batch covers
Other non-tax income Form TGR-1
Vehicle Registration
DEI 150 Official Receipt
ePassport Appointment

Day 6 EVALUATION 4: Module C-4 Tax Receipt 1 hour

4
Module C-5 Training Officer
Day 6 Remittance Payment Consultation Manual hours
Remittance Concept
Remittance houses

Types of remittances
Sending local and regional remittances
Remittance Payment
Contingency Process
Location of Remittances in the Lotus
30
Day 6 EVALUATION 5: Module C-5 Remittance Manual minutes
Day 6 Module C-6 B-Matic 2 hours Training Officer
Starting the B-Matic system

Customer call
Customer callback (Tiket)
Customer service
Customer Completion
Customer Referral
Internal ticket in system B - Matic
System suspension
Important points for using the B-Matic system
30
Day 7 EVALUATION 6: B-Matic for cashiers minutes
Day 7 Module C-7 Credit cards 7 hours Training Officer

Card brands
Card types
Credit card withdrawals
Payment of public services by card
Manual for the Use of Virtual POS
Manual removal
Payment of foreign AMEX IDC cards
American Express Bins
Credit card account statement
Care when making card payments
Statement Print Type

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Documentation of extra financing in cash and easy

loan
Redemption of points for cash
Credomatic Cash Redemption
Checkmatic
Flash Cash Product
Day 8 EVALUATION 7: Credit Card 1 hour
6.5
Module C-8 Training Officer
Day 8 -Manual Controls for Cashiers Hours
Control Books kept by the cashier at the Window
RTE Cash Transaction Record
Currency purchase and sale slip
Day 9 EVALUATION 8: Controls for cashiers 1 hour
Day 28
Module C-9 Training Officer
9,10,11,12 IBS Manual Hours
Delivery of list of Codes to cashiers
IBS Operation
Deposits
Withdrawals
Sales
Consultations
Currency exchange
Day 11 EVALUATION PART 1 IBS.NET MANUAL 1 hour
Credits
Debits
Payments
Miscellaneous
Lots
Day 13 EVALUATION PART 2 IBS.NET MANUAL 1 hour
Day 13 Module C-10 Compliance 2 hours Training Officer

Doing business responsibly

Money laundering
High risk business
High risk products
High risk countries
Most used methods for money laundering
Internal suspicious activity reporting process
Four basic levels of risk
Day 13 General 3 Quality management system 3 hours Training Officer
Complementary
Training Officer
Day 13 1 Skilsoft Courses 3 hours
Complementary
Training Officer
Day 13 2 Debit Card Benefits 1 hour
Complementary Training Manager or
Day 13 3 Motivational Talk Videos 1 hour Coordinator

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30
Day 14 EVALUATION 14: Compliance minutes
Day 14 Final Module Practical Module and General Exam 8 hours Training Officer

They will be taught from Monday to Friday from 8:00 am to 5:00 pm. On Saturday
the collaborator will go to learn about his or her job.

At the end of each module, the trainer will take a knowledge verification exam
which will be passed with a grade greater than 85%, otherwise you are entitled to a
recovery, which should not be greater than 3 throughout the process.

An evaluation of the trainer by those trained will also be carried out at the end of
each session to verify that it is carried out in an adequate and understandable
manner and if it has points for improvement.

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Conclusions

- Training modules are very useful for organizations since they allow the
development of personnel in stages, enhancing Human Resources in order for
them to obtain the expected compliance.

- Training can be provided in different modalities and under different

methodologies, it is necessary to know the importance of the appropriate selection
of the type of Training according to the functions and tasks to be entrusted to the
person and the levels of productivity expected.

- Training, although it is true, requires an investment for each company, but the
benefit it brings to them is greater since by empowering personnel the company
achieves its objectives and expected results in a more efficient way. effective and
efficient.

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funciones-de-la-capacitaci%C3%B3n/.

Delfín, Obed. Monografias. [En línea] [Citado el: 23 de noviembre de

2014.] http://www.monografias.com/trabajos82/proceso-capacitacion-
adiestramiento/proceso-capacitacion-adiestramiento2.shtml.

emprendepyme. [En línea] [Citado el: 23 de noviembre de 2014.]

http://www.emprendepyme.net/beneficios-de-la-capacitacion-para-los-
empleados.html.

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2011. psicologiayempresa. [En línea] 23 de febrero de 2011. [Citado

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de-capacitacion-y-entrenamiento.html.

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