Training Needs Analysis: Methods, Gaps In Knowledge And Skills

Reasons for choosing TNA methods

You are to develop a Training Needs Analysis (TNA) for a particular area within a workplace of your choice.  It is important that the Training Needs Analysis is mapped to your chosen industry benchmarks.  It must be able to identify and analyse the skill gaps of the individual by using a range of methods and sources.

The employee should take great care in order to keep the potential customers happy. The employee could have taken down a few more parameters of the customer which will make a more effective determination of the kind of product he or she is looking for

• Responding to general emails: Send an email to the customer regarding price enquiry

Thank you for showing interest in [our product/service]. By taking this initial step, you are already well on your way to meeting our requirements.

For our prospective customers, we [describe a special offer]. [Describe the unique value and benefits of your offer for your audience.]  Please let us know if you would like us to help you find a [solution]! Give us a call/Email us at [Insert your contact information].

Supervisor comments:

The worker should ensure to take the verbal feedback from the client. Simply communicating to the client that his or her feedback has been received is not enough. Reconfirmation is always helpful.

• Data entry

Very poor communication skills. The employee did not respond properly to the client, making the client aggravated. Moreover, the employee kept the client waiting for nearly five minutes without giving the client any helpful recommendations himself.

The employee should take proper care to proofread his or her emails before forwarding them to the client. This is in the nature of an official email and should abide by the official guidelines.

Supervisor comments:

Very poor communication skills. The employee did not respond properly to the client, making the client aggravated. Moreover, the employee kept the client waiting for nearly five minutes without giving the client any helpful recommendations himself.

• Responding to general emails: Send an email to the customer regarding price enquiry

Thank you for showing interest in [our product/service]. By taking this initial step, you are already well on your way to meeting our requirements.

Thank you for showing interest in ours product. By taking this initial step, you are already well on your way to meeting your

For our prospective customers, we have a good offer within three years service we will give you 20% off. Please let us know if you would like us to help you find soluaton for this and Give us a call/Email us at ….

The employee should take proper care to proofread his or her emails before forwarding them to the client. This is in the nature of an official email and should abide by the official guidelines.

Very poor communication skills. No proper manners and ethics. The employee has no sense of how to communicate properly with another person. Use of abusive words is strictly discouraged.

• Data entry

The employee made a call just because he was supposed to; he did not take any further information or give the client any more details of how the situation would be resolved.

• Preforming follow up calls to clients to gather feedback on service received

Importance of employee performance evaluation

The employee made a call just because he was supposed to; he did not take any further information or give the client any more details of how the situation would be resolved.

This assignment seeks to discuss the importance of the Training Needs Analysis and to determine the various ways by which the performance of the employees can be improved. The assignment further looks into the case study mentioned above and determines what the various shortcomings in the employees are and how they can be improved. The assignment concludes with the significance of the Training Needs Analysis.

To execute a work perfectly and flawlessly, there is a need to train the employees according to the needs of the work. The employers should take up the initiative to ensure that the employees are given proper training which will help them to understand what is the work is about, the expected behaviour from the employees and what are the various targets to be achieved by the employees. A training is the best way to help mould the employees according to the desired way of the organizations. Training needs analysis is a bit different from the initial training provided to the employees. Training Needs Analysis is a procedure which helps to identify the gap between the needs of the program and the knowledge of the employees. This process helps the employers to figure out a way in which the gap can be minimised.

Reason to choose TNA methods

One of the most important reasons for choosing the Training Needs Analysis is that this procedure helps to bridge the gap between what is lacking amongst the employees and what is expected of them. The gap usually arises due to a lack of the desired communication and skill. One of the ways in which this can be resolved is by giving the requisite knowledge and skill to the concerned employees which will help them to improve their level of performance. The motive of every private organisation is to increase the production level of their goods and services and to attract a huge consumer base. The more the number of consumers buy the product or service, the more the revenue of the organization will increase. This will lead to the generation of a higher profit margin.  All these will only be possible when the employees are efficient and effective in their execution of work duties.

Employee X has a relatively less gap in knowledge and skill. He knows what the requisite behaviour in a work place is and has the sense to behave properly with the customers. He is courteous while answering the phone, provides logical reasons for any inconvenience cause by the organisation to the client and has good communication skills. He can draft a proper email and has the knowledge and skill of how to order stationary for the organization.

Employee Y on the other hand, does not have the requisite behaviour demanded in a work place. He fails to provide any plausible excuses to the clients for the inconvenience caused, he keep the clients waiting for him and does not provide any excuses for being late. Moreover, he does not provide any valuable feedback to the client. Furthermore, the employee does not have proper communication skills and speaks very rudely to people over the phone. He however, drafts email properly and has the skill to restock the stationary.

Feedback channels for performance evaluation

Details on gathering feedback about a team member’s performance

Client satisfaction is the primary intention of most of the private organisations. This helps the organization to retain their customers which further helps to generate higher profits for the organisations. One of the most effective way to ensure this is to develop a system of customer feedback about the employee who has served them. This is usually done with the help of several mechanisms such as developing a star rating system. For instance, if a customer is satisfied with the service he or she has received, he or she might give higher number of stars to the employee.

Analyse the feedback from these sources and also take into account other information obtained about their performance

All of the above mentioned sources talk about the importance and need of the training needs analysis. Every training should have a system of evaluation and feedback which will motivate the employees to work harder and more efficiently. The sources also talks about the necessity of the employers to put in extra effort to help improve the performance of the employees, such as, providing them regular incentives for improvement in their work performance.

Details any other information could refer to find out where skill gaps are

In order to pin point the exact place where skills gap occur, it is important to make the employees perform in a real condition based stimulation before they actually start working. This will help the employees to know where the areas where they lack and need improvement. Training is one of the most effective way to ensure the improvement of the performance of the employees.

To conclude, it is observed that Training Needs Analysis helps to improve the work experience of the employees to a great extent. It helps the employers to understand the places where the employees have a gap in knowledge and skill. This information will help them to develop a program whereby the existing gap can be bridged and shortened. This will consequently help the organization to increase their production and sales value.

Using the TNA developed in Part A, you are to conduct a skills analysis on a colleague.  Provide the completed skills analysis as evidence (this will be observed by your assessor)

Scope Who is in charge of the process When to conduct a skills gap analysis How to response to skills gaps

Monthly 1. The employee should be assessed monthly and his actual performances against the target performance should be measured.

1. The administrative supervisor should point out weak areas which bring into light the skill gaps.
2. If the skills gaps can be solved by taking one-to-one sessions, then he must mentor the employee. If the skill gaps are large in number, the manager/supervisor must arrange for training sessions. The supervisor in order to reduce the training cost and to ensure that the training does not result in lowering productivity, should consult with the other supervisors conducting TNA with their respective subordinates. Then the subordinates requiring training could be provided training simultaneously which would save both cost and time required.

The administrative supervisor

Monthly 1. The employee should be assessed monthly and his actual performances against the target performance should be measured.

1. The administrative supervisor should point out weak areas which bring into light the skill gaps.
2. If the skills gaps can be solved by taking one-to-one sessions, then he must mentor the employee. If the skill gaps are large in number, the manager/supervisor must arrange for training sessions. The supervisor in order to reduce the training cost and to ensure that the training does not result in lowering productivity, should consult with the other supervisors conducting TNA with their respective subordinates. Then the subordinates requiring training could be provided training simultaneously which would save both cost and time required.

Relating to the outcomes of Part B, you are to develop a long term learning plan for developing the skills gaps identified.  Your learning plan may include:

• Codes of conduct
• Key Performance Indicators
• WHS Requirements
• Negotiated agreement with the individual
• Performance Standards
• Team competencies
• Work options and processes
• Team roles and responsibilities

Your learning plan must include a strategy to ensure that it reflects the diversity of your learners needs

You are to hand in your long term learning plan for assessment

Please feel free to talk with your assessor if you require any clarification of these tasks

• Prepare and submit a comprehensive Training Needs Analysis as outlined above
• Submit your completed  the Training Needs Analysis
• Submit your long term learning plan

Different types of learning delivery methods

Customer care executive, receiving calls from customers and selling software on the phone, responding to emails, management of stationary, obtaining appointment for the sales staff, data entry and management, making feedback calls to clients to gain information about customer satisfaction post purchase of the products and solving customer queries.

Organisational objective Earning maximum possible profit

Identified learning goal ·Codes of conduct

• Key Performance Indicators
• WHS Requirements
• Negotiated agreement with the individual
• Performance Standards
• Team competencies
• Work options and processes
• Team roles and responsibilities

Why is this learning important to you and your job? The learning is important to the employees under question because they in order to serve the clients satisfactorily have maintain company and role specific codes of conduct to achieve high levels of performance. WHS compliance would ensure that the supervisor is able to reduce incidences of employee accidents in order to ascertain high team productivity. Moreover, the individual employees would require to work and coordinate with the team members to ensure high employee performance.

How will you accomplish this goal? These goals would be accomplished by training the employee

How will you demonstrate that you have attained your goal? The performance of the employees would be measured to show the success of the training.

Customer care executive, receiving calls from customers and selling software on the phone, responding to emails, management of stationary, obtaining appointment for the sales staff, data entry and management, making feedback calls to clients to gain information about customer satisfaction post purchase of the products and solving customer queries.

Organisational objective Earning maximum possible profit

Identified learning goal ·Codes of conduct

• Key Performance Indicators
• WHS Requirements
• Negotiated agreement with the individual
• Performance Standards
• Team competencies
• Work options and processes
• Team roles and responsibilities

Why is this learning important to you and your job? The learning is important to the employees under question because they in order to serve the clients satisfactorily have maintain company and role specific codes of conduct to achieve high levels of performance. WHS compliance would ensure that the supervisor is able to reduce incidences of employee accidents in order to ascertain high team productivity. Moreover, the individual employees would require to work and coordinate with the team members to ensure high employee performance.

How will you accomplish this goal? These goals would be accomplished by training the employee

How will you demonstrate that you have attained your goal? The performance of the employees would be measured to show the success of the training.

The employee developed in-depth knowledge of key performance indicators, WHS requirements and codes of conduct. However, his learning about team roles and responsibilities were weak.

Topics:

• Codes of conduct
• Key Performance Indicators
• WHS Requirements
• Negotiated agreement with the individual
• Performance Standards
• Team competencies

Performance Criteria:

1. High performance in each of the recognised areas.
2. High ethical standards.
3. High team performance

Training rooms software, trainers Websites:

The employee developed in-depth knowledge of key performance indicators, WHS requirements and codes of conduct. However, his learning about team roles and responsibilities were weak.

Topics:

• Codes of conduct
• Key Performance Indicators
• WHS Requirements
• Negotiated agreement with the individual
• Performance Standards
• Team competencie

Performance Criteria:

1. High performance in each of the recognised areas.
2. High ethical standards.
3. High team performance

Aids/Resources:

Training rooms software, trainers Websites:

Please follow the instruction carefully prior to the commencement of the assessment task.

Following from Assessment 1, you are to follow the implementation of your learning plan with your learner you were allocated to.  This will require you to:

• Encourage your learner to follow their learning plan
• Assist your learner in identifying and applying your chosen learning strategies
• Encourage each learner to continually assess their own competencies to identify their own learning and development needs
• Determine the type (and extent) of any additional work-based work that is required
• Obtain feedback and continually update / enhance your learners learning program
• Maintain records of your learners progress

Assessment Summary

• Your assessor will observe you implementing the learning plan with your learner
• You are to submit the records of student progress for submissi

Encourage learner to follow their learning plan The employee should follow the learning plan

Assist learner in identifying and applying chosen learning strategies

The learner should hold meeting with the employees to understand their training needs and then choose the learning strategies

Encourage each learner to continually assess their own competencies to identify their own learning and development needs

The supervisor should encourage every learner to keep a record of their own competencies and mail productivity sheet daily. This would allow them to recognise the weak areas. This would motivate the employees to improve their performances.

Determine the type of additional work-based work that is required

Obtain feedback and continually update / enhance your learners learning program Feedback would be obtained and continuously improve their performances.

Maintain Records to learner progress

The supervisor should maintain records of the progress of the employees.

Observation evidences

The supervisor would supervisor should maintain evidences of the  performances of employees

Did the candidate follow all these steps? Yes No Comments

Encourage your learner to follow their learning plan

Assist your learner in identifying and applying your chosen learning strategies

Encourage each learner to continually assess their own competencies to identify their own learning and development needs

Determine the type (and extent) of any additional work-based work that is required

Obtain feedback and continually update / enhance your learners learning program

Maintain records of your learners progress

Encourage your learner to follow their learning plan

For this task, you are required to research and develop a written strategy for a business that provides for internal staff improvement. This strategy should include:

• A detailed policy and procedure that covers staff development including:

oIdentification

oStaff consultation and communication

oProblem identification and resolution

oRecord keeping process

oBalance of both work based and structured learning

oImplementation process

oOngoing evaluations

• A written report that outlines the importance of maintaining an effective learning environment within an organisation

Be sure to align this process with an industry (service, sales, etc) that you are looking to enter on completion of this course.  If you are struggling to identify a suitable industry, please talk to your assessor for guidance

This project needs to be presented at an acceptable industry level.  This means it should be comprehensive, and in a format that can be implemented into the workplace

A detailed policy and procedure that covers staff development

The present performances of the staffs would be recorded and assessed.

Staff consultation and communication

The staff would be communicated about their mistakes and mentored on improving them.

Problem identification and resolution The supervisor must identify the TNAs and take steps to resolve them.

The supervisor should keep a record of all the process of performance assessment and training needs analysis of the employees

Balance of both work based and structured learning

The supervisor should balance both on-job learning and structured learning processes. The structured learning would consist of training and mentoring as and when required.

The management should form policies to assess the training needs of the employees and provision of regular training to them.

The supervisor and the manager should evaluate the performances of the employees daily. They must record the areas where the employees aren’t performing satisfactorily. Then they must make a plan to train the employees.