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Management Training Program

Heather Dean

Wall Technologies

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Wall Technologies

Agenda

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Executive Summary

Wall Tech is growing fast!

Over the past three years, we have seen rapid expansion, with doubled revenue, tripled headcount, and increased levels of leadership.

This growth has exposed gaps in management skills, especially in communication, prioritization, and team development, impacting employee experience.

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Wall Tech

Engagement Score

Source: Employee Engagement Survey from Q1

Why this training?

Why now?

All surveys were administered by a third party to support employee anonymity
All questions were measured on a 5-point Likert scale

Engagement Survey Data

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Wall Tech

Highlighted Responses

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From Team Members

“My manager desperately needs help with their communication skills...”

“My manager is the best manager I’ve ever had. She’s very self-aware and is great at managing conflicts. She’s also a great coach.”

“I don’t feel like feedback is a thing here at Wall Tech.”

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Highlighted Responses

“We are very reactive and putting out fires a lot. It is a struggle to manage all the shifting priorities.”

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From Managers

“I am a new manager and wish I could take some outside management courses...”

“We are admittedly pretty bad about making decisions and standing by them, so the ability to give feedback is affected by that.”

Survey Insights from Managers

Here are some telling responses from our managers:

“We are very reactive and putting out fires a lot. It is a struggle to manage all the shifting priorities.”

“I am a new manager and wish I could take some outside management courses...”

“We are admittedly pretty bad about making decisions and standing by them, so the ability to give feedback is affected by that.”

These responses highlight challenges with shifting priorities, decision-making, and a strong desire for better training to navigate Wall Tech’s fast-paced environment.

Key Takeaways:

without addressing these variations in managerial skills, Wall Technologies risks higher turnover, reduced morale, and diminished productivity—issues that could significantly impact our competitiveness and business performance.

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Wall Tech

Problem Opportunity

Manager Communication & Feedback

Managerial Skill Development

Career Development Support

Struggles with effective communication, prioritization, and team support impact engagement and development across our rapidly growing workforce

Inconsistent training and unclear career paths undermine engagement and motivation

Our young management team lacks project management skills and needs structured support and resources to strengthen leadership.

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Wall Tech

Wall Technologies provides innovative and reliable tools with best-in-class customer support to organizations that want to generate or grow existing revenue through e-commerce to genuinely connect with their customer.

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Our Mission

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Engage Teams

Prioritize Effectively

Virtual Workshops

eLearning Courses

Solution Overview

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Culture of Feedback

& Continuous Improvement

Practical Exercises

Coaching

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Program Objectives

Net

Retention

Drive

Efficiency

Data-Driven Decision Making

Maintaining industry-leading customer retention and satisfaction

Leveraging data to advise customers revenue growth

Ensure internal systems and processes supports our customers' needs

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To align our Management Training program with Wall Tech’s results statement, the program supports three objectives:

First, Net Retention.

By training managers to motivate their teams and provide effective feedback, we’ll be equipping them to create positive, productive environments. This foundation is critical for customer retention, as satisfied employees drive high-quality service and, ultimately, customer loyalty.

Second, Data-Driven Decision Making.

At Wall Tech, we aim to leverage data to support our customers in maximizing their revenue growth. Managers will be trained on how to integrate data into their daily decision-making processes. This focus will empower managers to make informed, strategic recommendations that support customers’ evolving needs and help our teams advise customers toward tangible revenue growth.

Lastly, Drive Efficiency.

Ensuring our internal systems and processes are aligned with customer needs is essential. By developing managers’ skills in priority management and task delegation, we are setting them up to streamline team workflows and reduce reactive work.

In summary, our Management Training program is designed to directly support Wall Tech’s mission by creating capable, data-savvy, and customer-focused leaders who can drive high retention, informed decision-making, and operational efficiency.

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Proposed Solution:

Competencies

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Wall Tech

Communication Planning

& Execution

Data-Driven

Decision-Making

Constructive

Feedback Techniques

Task Prioritization

& Delegation Strategies

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Proposed Solution

Focus on Effective Feedback for Employee Engagement and Retention

Strengthening Priority Management and Delegation Skills

Emphasis on Data-Driven Decision-Making

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Key Features

Continuing on, let’s examine three key features of the Management Training Program and how they align with Wall Tech’s overall strategy.

First, a Focus on Feedback

This program emphasizes Constructive Feedback Techniques, enabling managers to deliver actionable feedback and foster open communication. By building positive team environments, it directly supports Wall Tech’s goal of enhancing employee engagement, customer satisfaction, and retention.

Second, an Emphasis on Data-Driven Decision-Making.

Managers will learn to analyze performance metrics and guide their teams using data-driven insights. This aligns with Wall Tech’s commitment to leveraging data for revenue growth, benefiting both internal teams and customers with strategic, impactful decisions.

Third, Efficient Task Management

The program equips managers with Task Prioritization and Delegation Strategies to streamline workflows and align processes with customer needs. This supports Wall Tech’s goal to Drive Efficiency by reducing reactive work and fostering resilient, customer-focused teams.

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Proposed Solution

Resistance to Change

Measuring & Sustaining Behavior Change

Time Constraints for Participation

Managers may resist adopting new practices or tools introduced in the training program, preferring familiar methods.

Managers may feel that training sessions add to their already demanding schedules, leading to incomplete participation or rushed learning.

It can be difficult to track long-term adoption of critical behaviors and ensure sustained improvement.

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Challenges & Mitigation

Let’s now consider the potential risks and challenges associated with implementing the Management Training Program, along with the proactive strategies we’ve designed to mitigate them.

Resistance to Change

Managers may resist new practices, preferring familiar methods. To address this, we’ll clearly communicate the “why” behind the program, linking these new practices to specific benefits, such as improved team performance and career growth.

Time Constraints

Balancing training requirements with managers’ demanding schedules could risk incomplete engagement. To mitigate this, we’ve designed the program to be flexible, offering asynchronous eLearning modules, self-paced assignments, and short, targeted live sessions.

Measuring and Sustaining Behavior Change

Ensuring that managers consistently apply what they’ve learned is a challenge for any training program. We’ll implement robust monitoring systems, such as the Digital Performance Dashboard, to track key metrics like task delegation rates and feedback delivery. Regular surveys, supervisor reviews, and feedback sessions will assess progress.

By proactively addressing these challenges through thoughtful program design and ongoing support, we’re confident that this training program will drive the desired outcomes for Wall Tech

and ensure a smooth, impactful implementation.

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Effective Communication

Decision-Making

& Accountability

Giving & Receiving

Feedback

Prioritizing & Delegating

Wall Tech

Execution Strategy

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Critical Behaviors

Let’s review the critical behaviors embedded in Wall Tech’s Management Training Program:

Effective Communication

Managers are expected to hold biweekly one-on-one meetings with each team member, following a structured agenda that allows both parties to contribute. This consistent check-in fosters open dialogue, provides an opportunity to address minor conflicts early, and keeps performance on track.

Priority Management & Delegation

Each month, managers will create task lists that prioritize projects and delegate responsibilities with clear SOPs. During meetings, managers and team members will review task progress and adjust priorities as needed, ensuring alignment with organizational goals and responding proactively to changes.

Decision Making & Accountability

Managers will make data-driven decisions that involve key stakeholders and are communicated clearly to the team. By sharing decision rationale and outcomes during regular check-ins, managers build accountability and encourage team members to take ownership of their roles.

Giving & Receiving Feedback

Constructive, actionable feedback will be provided regularly to support individual growth and adaptability. Managers will foster a culture where feedback is welcomed and used to drive continuous improvement and adaptability, ensuring a more positive, flexible work environment.

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Monitor

Reinforce

Encourage

Reward

Driver Package

Overview

Execution Strategy

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Accountability & Support

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Monitor

Reinforce

Encourage

Reward

Monitor Drivers

Execution Strategy

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Accountability & Support

Performance Dashboard

Meeting Notes

Remote Observations

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Monitor

Reinforce

Encourage

Reward

Reinforcement Drivers

Execution Strategy

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Accountability & Support

Resource Hub

Templates & Checklists

Automated Reminders

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Monitor

Reinforce

Encourage

Reward

Encourgaement Drivers

Execution Strategy

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Accountability & Support

Virtual Coaching

&

Mentorship Program

Managers Forum

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Monitor

Reinforce

Encourage

Reward

Reward Drivers

Execution Strategy

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Accountability & Support

Quaterly Recognition

Gifts

Newsletter Spotlight

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Establish baseline levels

Wall Tech

Knowledge checks

Evaluate skill application

Measure improvements

Shifts in attitudes

Execution Strategy

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Assessment Plan

Pre-Training

During Training

Post-Training

How will we gauge success?

This assessment plan evaluates the Management Training Program’s competencies across knowledge, skills, attitude, confidence, and commitment, aligning with our learning goals.

We’ll assess progress at three key intervals:

Pre-Training: Knowledge assessments will establish baseline understanding.

During Training: Embedded knowledge checks will provide instant learner feedback while role-playing simulations in live workshops will evaluate skill application in realistic scenarios.

Post-Training: Knowledge assessments, attitude surveys, and confidence self-assessments will measure improvements, while action plans and reflection journals will assess managers’ commitment to applying their learning.

By combining traditional tools like knowledge checks with simulations and reflective exercises, we ensure meaningful feedback and sustained application. Post-training support, including coaching and formal rubrics, will further align manager performance with program expectations and organizational goals.

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Giving & Receiving

Feedback

Delivering Quality

Feedback

Execution Strategy

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Assessment Preview

Critical Behavior

Learning Outcome

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Goal

Focus

Alignment

Results & Impact

Strengthen customer retention and satisfaction through effective management.

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Enhancing Net Retention

Empower managers to create positive, supportive team environments.

Supports Wall Tech’s commitment to high-quality, reliable customer support.

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Results & Impact

Improved Team Engagement

Reduced

Turnover

Enhanced Customer Interactions

Increased employee satisfaction scores

Higher quality support and positive feedback

Lower rates in customer-facing roles to maintain service consistency

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Expected Outcomes & Benefits

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Leading Indicators

Strategic Alignment

Results & Impact

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Measuring Impact

Reinforces Wall Tech’s mission of reliable, high-quality customer support.

Employee Engagement Scores

Reflects the team environment fostered by managers

Customer Support Quality Feedback

Measures customer satisfaction through feedback and complaints

Employee Turnover Rates in Customer-Facing Roles

Gauges team stability and manager effectiveness

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Results & Impact

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Alignment with Wall Tech’s Vision

Growth Impact:

Strengthens Wall Tech’s customer relationships to drive sustainable growth.

Long-Term Goals:

Deliver reliable, innovative tools with best-in-class customer support

Program Alignment

Creates stable, satisfied customer-facing teams.

Enhances customer satisfaction and retention

Builds consistent, high-quality customer interactions

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Wall Tech

Management Training Program

Giving & Receiving Feedback

Effective Communication

Prioritizing & Delegating

Decision-Making

& Accountability

improved employee engagement

Equipped to provide stellar service

Stable, satisfied customer-facing teams

high-quality customer interactions

responding proactively to changes

clear SOPs

Align to Wall Tech’s goals

increased trust & autonomy

Impact Map

strengthen customer relationships

future innovations

Sustainable growth

keeps projects on track

Sustainable growth

sharing decision rationale & outcomes

Take owenership

support individual growth and adaptability

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Conclusion

Wall Tech

Questions? Email:

Heather@email.com

Key Points

Importance:

Potential Impact

Approved?

We’ve covered a lot today, so let’s quickly recap. As Kirkpatrick & Kirkpatrick remind us, “Value must be created before it can be demonstrated.”

This management training program is designed to equip our managers with the skills they need to prioritize tasks, delegate effectively, and deliver timely feedback. These improvements not only strengthen teams but also enhance customer experiences, directly aligning with Wall Tech’s mission and setting the stage for long-term growth and success.

It’s important to remember: While we haven’t lost our employees yet, 50% of them would leave if the right opportunity came along (ADP Research Institute, 2017). Poor management only accelerates this risk. However, there’s hope—94% of employees say they would stay if we invested in their development (Chopra-McGowan, 2012). This program gives us the power to act now, transforming our managers into not just leaders, but coaches who inspire loyalty and engagement.

This is more than a training initiative; it’s a chance to embody our mission—creating a workplace where employees feel supported, customers are well-served, and sustainable growth thrives. The culture we cultivate today will retain talent, grow our customer base, and drive profitability tomorrow.

I encourage you to take time to review the proposal and reach out with any questions or feedback. I’m excited to move forward with your approval to bring this mission-critical program to life.

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References

Gallup. (n.d.). What makes a manager influential and effective?. Gallup. Retrieved October 30, 2024, from https://www.gallup.com/cliftonstrengths/en/350423/influential-good-manager.aspx

Kirkpatrick, J.D., & Kirkpatrick, W.K. (2016). Kirkpatrick’s four levels of training evaluation (1st ed.). Association for Talent Development (ATD).

ADP Research Institute. (2017). Fixing the talent management disconnect: Employer perception vs. employee reality in the U.S. midsized market. https://bottomline.adp.com/wordpress/wp-content/uploads/ADP_Fixing-the-Talent-Management-Disconnect.pdf

Smith, J. (2022, October 14). The road to ROI is ROE. Crucial Learning Blog.

Chopra-McGowan, A. (2022, March 1). Effective employee development starts with managers. Harvard Business Review. List down your reference here

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