HR Training Class
Imagine that you are a member of the HR department of a small retail company and upper management has asked you to create a new employee customer service training class for all new employees.
Write a six to seven (6-7) pages paper in which you:
Justify the use of a needs assessment of your company’s proposed employee customer service training, stressing five (5) ways in which such an assessment would expose any existing performance deficiencies.
Develop a customer service training implementation plan and determine the method of training (i.e., presentation, discussion, case study, discovery, role play, simulation, modeling, or on-the-job training).
Justify why you selected the training method that you did.
Propose two (2) ways to motivate an employee who has no interest in attending a training class.
Develop a survey to collect feedback from the employees who attend the training.
Use at least three (3) quality academic resources in this assignment. Note: Wikipedia and other Websites do not qualify as academic resources.
Assignment 4: HR Training Class
Name
Institution
Introduction
Needs assessment is the answer to several questions when determining organization performance. Before organizing for a training, conducting a needs assessment, before the actual training program commences, is important as it provides answers to; what are the gaps existing, where can emphasis be, why are the performances of employee low are high, who needs to be trained and when can the training be conducted. In addition, needs assessment helps in identifying the possible gaps that might exist. It enables the organization and the new employees work towards a common objective. Needs assessment enhances competence and performance, by conducting a needs assessment, the gaps are reduced or eliminated (Lucas, 2005). It is important to note that when conducting a needs assessment, the process generates more than just the need for the training, therefore, an organization is required to analyze some of the urgent needs in relation to the available resource in order to develop a training plan.
Ways in Which Such an Assessment Would Expose Any Existing Performance Deficiencies
Needs assessment would be appropriate in revealing employees’ grievances, other past complaints, breach of policies among other issues that need to be addressed. Needs assessment identifies certain areas of improvement; for example, if a department has a history of absenteeism or low performance, training would be designed to improve on these areas after analyzing the needs assessment results (Lucas, 2005).
Needs assessment is also important because it does comparison between the employee’s knowledge and the task at hand. It would identify the conditions under which employees’ work and the quality of performance. Therefore, if a gap exists between the skills required and the expected performance, training would be designed to fill this gap.
Needs assessment is important as it analyses how employees gather information and how they make use of the gathered information towards the set objectives. It helps in reviewing job title and job descriptions (Lucas, 2005). It does not only target employees, but also organization‘s resources. It would be important to highlight the available resources that can be utilized by the organization for it to be appropriately allocated. Resources would be directed to areas that are viewed to be in need, as it would improve productivity, and quality of service.
In addition, when there are changes in the organization where standards and procedure have been revised, conducting a needs assessment would be necessary to highlight which areas have been affected by such changes before deciding on who to be trained (Lucas, 2005).
Customer Service Training Implementation Plan
The customer service-training program aims at making employees to be actively involved and feel part of the organization by showing commitment. Training boost especially when new skills are acquired more so after the training (Miller & Osinski, 2002).
Overview of the Training
The training program will define the organization goals and the objective of the training, including the expected outcome after the training. The plan also includes different method...
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