EFFECTS OF TRAINING ON EMPLOYEE PERFORMANCE: A CASE STUDY OF UNITED NATIONS SUPPORT OFFICE FOR THE AFRICAN UNION MISSION IN SOMALIA BY GITHINJI ANGELA UNITED STATES INTERNATIONAL UNIVERSITY SUMMER 2014 EFFECTS OF TRAINING ON EMPLOYEE PERFORMANCE: A CASE STUDY OF UNITED NATIONS SUPPORT OFFICE FOR THE AFRICAN UNION MISSION IN SOMALIA BY GITHINJI ANGELA A Project Report Submitted to the Chandaria School of Business in Partial Fulfilment of the Requirement for the Degree of Executive Master of Science in Organizational Development (EMOD) UNITED STATES INTERNATIONAL UNIVERSITY SUMMER 2014 STUDENT’S DECLARATION I, the undersigned, declare that this is my original work and has not been submitted to any other college, institution or university other than the United States International University in Nairobi for academic credit Signed: Date: _ Githinji Angela (ID 612882) This research project reporthas been presented for examination with my approval as the appointed supervisor Signed: Date: _ Nyambegera Stephen M, PhD Signed: _ Date: _ Dean, Chandaria School of Business ii COPYRIGHT All rights reserved; no part of this work may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the express written authorization from the writer Githinji Angela © 2014 iii ABSTRACT The purpose of this study was to explore the effects of training on employee performance among the international civil servants.The study was guided by the following research questions; What is the role of training on employee engagement?What is the role of training on employee motivation?What is the role of training on employee job satisfaction? A survey research design was used for this study.The survey design was appropriate for this study because it allowed investigation of possible relationshipsbetween variables as well as data collection from broader category and comparisons between variables.The study population was 144 staff of the United Nations Support Office for the African Mission in Somalia A sample of 45 was drawn using random stratified sampling approach from a list of sample frame provided by the employee register at UNSOA The data was collected by use of a questionnaire.The data analysis involved frequencies, means, percentages, analysis of variance and bivariate analysis in form of cross tabulations The findings were presented using Tables and figures On the role of training on employee engagement the study showed that in general training enhances employee engagement in change processes As a measure of engaging in change process, the top level management and non-management management staff were more likely to be induced in taking new tasks after undergoing training compared to those in the middle level management Similarly training most likely motivates the top level to be committed to taking initiatives in helping other employees This case may not apply for the middle level management and the non-management staff Secondly the study also showed that training enhances employee engagement in innovation Thirdly, the study showed that training enhances better performance among employee and lastly the study showed thattraining enhances employee enthusiasm to work On the role of training on employee motivation the study showed that training enhances employee motivation as it allows for employee recognition within the organization Likewise training aligns employees to the organizational goals at UNSOA On the other hand training enhances positive leadership traits in the organization’s leaders Lastly training facilitates motivation for work performance iv On the role of training on job satisfaction the study showed that training enhances staff/supervisor/customer relationships at work Though the level of conviction that training improves relationships with supervisor declines from the top level management, followed by middle level management and finally for the non-management staff Further the study showed that training enhances the scope of the respondents’ ability to use their own initiatives and skills at work Despite the findings the study has also shown that there is declining trend in the level of conviction that training enhances employee performance by influencing job satisfaction from the top level management to the non-management staff members Lastly the study revealed that training imparts positively on the work activities The study concludes that training influences employee performance by positively influence employee engagement to change process; innovation; better performance and enhance enthusiasm to work It further concludes that training enhances employee performance by positively influencing employee motivation level through employee recognition; alignment to organizational goals; positive leadership traits; and motivation for work performance Finally training enhances employee performance by influencing positively job satisfaction by enhancing staff/supervisor/customer relationships at work; the employee’s ability to use their own initiatives and skills at work; opportunities for pay and promotion; and by influencing the work activities The study recommends that training should be conducted time to time to ensure that employees have the necessary engagement to change processes, innovation; better performance and job enthusiasm for enhanced employee and organizational performance It also recommends that the management of UNSOAneeds to ensure training strategies are not only aligned to productivity but also to enhancing employee motivation for superior performance Further UNSOAmanagement needs to evaluate its training strategies with respect to job satisfaction to ensure that the effects are uniformly attained across the organization Finallythe study only focused on the international civil servants at UNSOA Other studies on different populations and at different time zones would be welcome to ensure strong empirical conclusions on how training impacts on employee training v ACKNOWLEDGEMENT I acknowledge my supervisor Nyambegera Stephen M., PhD for his continued guidance throughout the project His time and thought provoking insights was very much appreciated vi DEDICATION To my loved ones for their support vii TABLE OF CONTENTS STUDENT’S DECLARATION ii COPYRIGHT iii ABSTRACT iv ACKNOWLEDGEMENT vi DEDICATION vii TABLE OF CONTENTS .viii LIST OF ABBREVIATIONS x LIST OF TABLES xi LIST OF FIGURES xii CHAPTER ONE 1.0 INTRODUCTION 1.1 Background of the Problem 1.2 Statement of the Problem 1.3 Purpose of the Study 1.4 Research Questions 1.5 Importance of the Study 1.6 Scope of the Study 1.7 Definition of Terms 1.8 Chapter Summary CHAPTER TWO 10 2.0 LITERATURE REVIEW 10 2.1 Introduction 10 2.2 Training programs and Employee Engagement 10 2.3 Training and Motivation 14 2.4 Training Programs and Job Satisfaction 17 2.5 Chapter Summary 22 CHAPTER THREE 24 3.0 RESEARCH METHODOLOGY 24 3.1 Introduction 24 3.2 Research Design 24 3.3 Population and Sampling Design 24 3.4 Data Collection Methods 26 viii 3.5 Research Procedures 26 3.7 Chapter Summary 27 CHAPTER FOUR 28 4.0 RESULTS AND FINDINGS 28 4.1 Introduction 28 4.2 Demographics of the Respondents 28 4.3 The Role of Training on Employee Engagement 32 4.4 The Role of Training on Employee Motivation 39 4.5 The Role of Training on Employee Job Satisfaction 46 4.6 Chapter Summary 53 CHAPTER FIVE 54 5.0 DISCUSSION, CONCLUSIONS AND RECOMMENDATIONS 54 5.1 Introduction 54 5.2Summary 54 5.3 Discussion 55 5.4 Conclusions 60 5.5 Recommendations 62 REFERENCES 64 APPENDICES 70 Appendix A: Cover Letter 70 Appendix B: Questionnaire 71 ix satisfaction They posit that employee reward system must be integrated and supportive with the corporate strategic objective and reward system must be unbiased and discourage interdepartmental and organizational differences.This is further supported by Adesola,OyeniyiandAdeyemi (2013) who indicated that dissatisfaction with promotion and training opportunities have a stronger effect on employee’s intentions to quit than dissatisfaction with workload or pay Lastly the study revealed that training imparts positively on job satisfaction by influencing the work activities This is in line with Aarti, Seema, Bhawnaand Jyoti(2013) sentiments that training and development plays a significant role in improving job satisfaction by enhancing the efficacy of the work-force which makes him or her to feel better equipped for the job at hand The underlying premise is that the employee becomes more efficient and productive through training which leads to better results and employee job satisfaction (Jagero et al., 2012) 5.4 Conclusions 5.4.1 Employee Training and Engagement The study has revealed that training positively influences employee performance by having a positive influence on employee engagement at UNSOA The study has shown that training influences employee engagement in a number of ways It has showed that training enhances employee engagement in change processes which in turn influences positively the employee and organizational performance The study showed that as a measure of engaging in change process, the top level management and non-management management staff are more likely to be induced in taking new tasks compared to those in the middle level management after undergoing training Similarly training most likely motivates the top level to be committed to taking initiatives in helping other employees Secondly the study also showed that training enhances employee engagement in innovation.Thirdly, the study showed that training enhances better performance among employee.Lastly the study showed that training enhances employee enthusiasm 5.4.2 Employee Training and Motivation The study has shown that training enhances employee motivation since raining is a motivational factor which enhances the knowledge of the employee towards the job The 60 study indicated that training enhances employee motivation as it allows for employee recognition within the organization As employees recognize their organization interest in them through offering training programs, they in turn apply theirbest efforts to achieve organizational goals, and show high performance on job Moreover to develop the desired knowledge, skills and abilities of the employees and to perform well on their job, an organization requires effective training programs that may also effect employee motivationand commitment towards a specific organizational goal.Secondly training enhances motivation by aligning employees to the organizational goals.Thirdly, training enhances positive leadership traits in the organization’s leaders.Lastly training facilitates motivation for work performance as training helps to create good results at work This in turn creates motivation in an employee The motivation in turn stimulates the employee more to achieve better work performance Further training practices used by organizations may have an effect, direct or indirect on employee motivation, organizational commitment and performance 5.4.3Employee Training and Job Satisfaction The study has shown that training enhances employee performance by influencing job satisfaction The study indicated that training positively influences job satisfaction by enhancing staff/supervisor/customer relationships at work Despite this the level of conviction that training improves relationships with supervisor declines from the top level management to the non-management staff members Further the study showed that training enhances job satisfaction by enhancing the scope of the respondents’ ability to use their own initiatives and skills at work Despite the fact that the majority of the respondents indicated that training leads to opportunities for pay and promotion, the top level management were more assertive followed by the non-management staff and finally the middle level management that training leads to better salaries and promotional opportunities Lastly the study revealed that training imparts positively on job satisfaction by influencing the work activities 61 5.5 Recommendations 5.5.1 Recommendations for Improvement 5.5.1.1 Employee Training and Engagement Since the study has revealed that training positively influences employee performance by having a positive influence on employee engagement at UNSOA, training should be conducted time to time to ensure that employees have the necessary engagement to change processes, innovation; better performance and job enthusiasm for enhanced employee and organizational performance The fact that the top level management and non-level management are more likely to be induced in taking new tasks compared to the middle level management staff indicates a gap in readiness of the middle level management in taking new tasks Thus the organization should design specific training programmes that target this group of employee with the aim of enhancing their readiness in taking up tasks and accepting change Further the organization should carry out an audit to find out why training most likely motivates the top level to be committed to taking initiatives in helping other employees but not the other cadres of emplyees 5.5.1.2 Employee Training and Motivation The study has shown that training enhances employee performance by influencing employee motivation level through employee recognition Since as employees recognize their organization interest in them through offering training programs, they in turn apply theirbest efforts to achieve organizational goals, and show high performance on job Hence there is need for the organization to establish specific strategies that targets enhancing employee recognition Further the study has shown training enhances employee performance by influencing employee alignment to organizational goals; positive leadership traits; and motivation for work performance The management of UNSOA therefore needs to ensure training strategies are not only aligned to productivity but also to enhancing employee motivation for superior performance 62 5.5.1.3 Employee Training and Job Satisfaction The study has shown that training enhances employee performance by influencing job satisfaction The study indicated that training positively influences job satisfaction by enhancing staff/supervisor/customer relationships at work; the respondents’ ability to use their own initiatives and skills at work; opportunities for pay and promotion; and by influencing the work activities Despite the findings the study has also shown that there is declining trend in the level of conviction that training enhances employee performance by influencing job satisfaction from the top level management to the non-management staff members UNSOA therefore needs to evaluate its training strategies with respect to job satisfaction to ensure that the effects are uniformly attained across the organization 5.5.2 Recommendations for Further Research The study only focused on the international civil servants at UNSOA Other studies on different populations and at different time zones would be welcome to ensure strong empirical conclusions on how training impacts on employee training 63 REFERENCES Aarti, C., Seema, C., Bhawna,C & Jyoti, C (2013) Job Satisfaction Among Bank Employees: An Analysis Of The Contributing Variables Towards Job Satisfaction International Journal of Scientific &Technology Research, 2(8), 11-20 Adesola, M A., Oyeniyi, K O & Adeyemi, M.A (2013) Empirical Study of the Relationship between Staff Training and Job Satisfaction among Nigerian Banks Employees International Journal of Academic Research in Economics and 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Top level management☐ Middle level management ☐ None-management ☐ In which operational area you work? Human Resources☐ Procurement and Contract Management ☐ Transport and supply management ☐Budget and training ☐ Construction and general maintenance☐ Health care ☐Communication and IT ☐Security services☐ What is your age? Below 25 years ☐ 25-34 years ☐ 35-44 years ☐ 45-54 years☐ 55 years and above ☐ What is your highest level of educational achievement? Primary level ☐ Secondary level ☐ Diploma level☐ Bachelor’s Degree ☐Master’s Degree ☐ Post graduate☐ How often you attend staff training funded by your employer? None at all☐ Rarely ☐Once in a while ☐Often Did you receive any staff training in the last 12 months? Yes ☐ No ☐ 71 ☐ Quite often☐ PART II: Training and Employee Engagement Indicate your level of agreement to the following statements concerning staff trainings and employee engagement at UNSOA Use a scale of 1-5 where is strongly disagrees, disagree, neutral, agree and strongly agree Highly Disagree (1) Disagree (2) Neutral (3) Agree (4) Highly Agree (5) ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ I am now more involved in my work and days ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Training and employee engagement in change process Staff trainings at UNSOA has improved my willingness to accept change I am more willing to take new tasks due to staff trainings at UNSOA Staff trainings at UNSOA enhances my commitment to taking the initiative in helping other employees when the need arises Training and employee engagement in innovation Staff trainings at UNSOA allow employees to proactively identify future challenges and opportunities Staff trainings at UNSOA empowers employees to always keep going when the going gets tough In my organization, employees adapt quickly to difficult situations due to staff trainings Training and employee engagement for better performance With trainings, I am completely focused on my work Staff trainings at UNSOA has made me give the best effort at work each day goes by very quickly due to staff training Training and employee enthusiasm 10 11 12 Staff trainings has made me get excited about ☐ going to work everyday Staff trainings at UNSOA has made feel ☐ completely involved in my work I am now more inspired to meet my goals at ☐ work due to staff trainings at UNSOA A part from the factors above, how else would you describe the impact of training on staff engagement? ……………………………………………………………………………………………… ……………………………………………………………………………………………… 72 PART III: Training and Employee Motivation Indicate your level of agreement to the following statements concerning staff trainings and employee motivation at UNSOA Use a scale of 1-5 where is strongly disagrees, disagree, neutral, agree and strongly agree Highly Disagree (1) Disagree (2) Neutral (3) Agree (4) Highly Agree (5) ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ The organization leadership are well trained ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Motivation through recognitions After undergoing staff training, I now can work on important tasks My training within the organization now gives me the necessary skills to work in tasks from start to the end I now take personal responsibility for my job outcomes after being trained Motivation by organizational vision After attending trainings funded by the organization I can now understand how my efforts contribute to the organizational goals Employee trainings at UNSOA imparts skills on long term thinking Training inclines staff to the organizational vision at UNSOA Motivation through leadership style My supervisors have been trained on how to treat subordinates with respect The organization leaders are sufficiently trained by the organization on how to focus on strengths rather than weaknesses on how to recognize staff suggestions Motivation through work itself 10 11 12 I now find my work more interesting and ☐ passionate after being trained by UNSOA Training has empowered me to carry out my ☐ dues without any difficulty I now complete my tasks within time after ☐ being trained on how to improve my performance What recommendation would you offer the management on how best to use training to motivate staff at UNSOA? ……………………………………………………………………………………………… ……………………………………………………………………………………………… 73 PART IV: Training and Employee Job Satisfaction Indicate your level of agreement to the following statements concerning staff trainings and employee job satisfaction at UNSOA Use a scale of 1-5 where is strongly disagrees, disagree, neutral, agree and strongly agree Highly Disagree (1) Disagree (2) Neutral (3) Agree (4) Highly Agree (5) ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ My work at UNSOA can now be reorganized ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ ☐ Satisfaction with work relationships I now enjoy good relationships with my coworkers courtesy of staff training at UNSOA Staff training at my work place has improved my relationship with my supervisors at work After my training at work, I now enjoy good relationships with the organization customers Satisfaction with scope of using own initiative and skills Staff training at UNSOA has enable met to use my skills and talents better Employee training offers me an opportunity to learn new skills Employee training at UNSOA offer support for additional training and education Satisfaction with pay and promotional potential Employee trainings at UNSOA leads to better salaries Employee trainings offer opportunities for staff promotions after undergoing trainings Satisfaction with work Activities 10 11 12 After attending staff trainings, staff at ☐ UNSOA are given opportunities to be assigned a variety of responsibilities Staff trainings at UNSOA empowers staff to ☐ achieving degree of independence associated with work roles After employee trainings at UNSOA staff ☐ have adequate opportunities for periodic changes in duties Indicate any other recommendations on how UNSOA can use training to improve staff job satisfaction through training ……………………………………………………………………………………………… …………………………………………………………………………………………… THANK YOU 74