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Employee Training: Needs Assessment, Delivery Methods and Evaluation

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1. Needs assessment: What types of issues might indicate a need for training? From what sources would these issues be identified? If you were a training manager, how would you prioritize training needs from these sources?

a. A supervisor requests training on the specialized technology required by five of his employees.
b. The customer service manager reports a sudden increase in calls about poor handling of repeat complaint calls.
c. The CEO requests team efficiency training to address the declining numbers of employees attending quarterly pep rallies.

2. Delivery: Identify the best method to conduct this training. Is a certification exam required? Will the training be instructor-led, self-paced, or a combination? Explain your answer. Focusing on delivery considerations, would you use the same methods and requirements for the position directly above this job and the position directly subordinate to the job? Explain your answer.

3. Evaluation: How will you evaluate the effectiveness of the training in terms of organizational objectives and limitations?

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This solution discusses employee training, including needs assessment, delivery methods and evaluation. It is provided in 1,112 words.

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Needs assessment: What types of issues might indicate a need for training? From what sources would these issues be identified? If you were a training manager, how would you prioritize training needs from these sources?

a. A supervisor requests training on the specialized technology required by five of his employees.
b. The customer service manager reports a sudden increase in calls about poor handling of repeat complaint calls.
c. The CEO requests team efficiency training to address the declining numbers of employees attending quarterly pep rallies.

Various issues such as lack of understanding/knowledge and expertise about processes, systems or new technologies, low level of productivity or efficiency among the employees, poor customer service, resistance to change or adopt new systems, etc. will indicate a need for training. Training might be required in circumstances where new projects need to be started or enterprise/division wide technology implementations need to take place.

These issues are identified by working closely with the various departmental heads and managers in the organization who are closely involved with the personnel and employees at all levels. Further, in order to initiate a major corporation wide training program or a strategically important training program, management will be an important source for identifying such needs.

If I were a manager, the prioritization of the training needs from the above mentioned sources will be based on various factors such as urgency of the situation with respect to effect on revenues or other factors of strategic importance to the firm, requests made by top management, time required on each of these requests, results of cost-benefit analysis of ...

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Sandeep Bardia, MBA
Education
  • BCom, SGTB Khalsa College, University of Delhi
  • MBA, Rochester Institute of Technology
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