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Exercise 1

• Imagine you are the managing director of a full service restaurant. One day you receive a complaint letter from a guest reporting s/he was not satisfied with the follow up regarding their criticism of being overcharged in one of your restaurants.– Why was the complaint made?– Is there a training need?

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Importance of Training

• Maintains qualified products / services• Achieves high service standards• Provides information for new comers• Refreshes memory of old employees• Achieves learning about new things; technology,

products / service delivery• Reduces mistakes - minimizing costs• Opportunity for staff to feedback / suggest

improvements• Improves communication & relationships - better

teamwork

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Benefits of Training

• Most training is targeted to ensure trainees “learn” something they apply to their job.

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What is Training?

• Training is a systematic process through which an organization’s human resources gain knowledge and develop skills by instruction and practical activities that result in improved corporate performance.

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Differences between Training, Education & Development

• Training is short term, task oriented and targeted on achieving a change of attitude, skills and knowledge in a specific area. It is usually job related.

• Education is a lifetime investment. It tends to be initiated by a person in the area of his/her interest

• Development is a long term investment in human resources.

• Before choosing a training method, it is important to determine:– what type of training is necessary, and

– whether trainees are willing to learn

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The ASK Concept

• If we follow the GAP concept, training is simply a means to use activities to fill the gaps of performance between the actual results and the expected results.

• This GAP can be separated into 3 main themes1. Attitude2. Skills3. Knowledge

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3 Reasons to Consider Conducting an Internal Needs Analysis

1. Employee obsolescence/out-dated – – Technical advancements, cultural changes, new

systems, computerization

2. Career plateaus– Need for education and training programs

3. Employee Turnover– Development plan for new employees

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Exercise 2

Rank ASK by difficulty to develop in people

• Attitude• Skills• Knowledge

•Easy

•Moderately difficult

•Most difficult

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Five Principles of Learning in training

• Participation: involve trainees, learn by doing• Repetition: repeat ideas & concepts to help

people learn• Relevance: learn better when material is

meaningful and related• Transference: to real world using simulations• Feedback: ask for it and adjust training

methods to audience.

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A Systematic Approachto Training

Key Concepts in Preparing a Training PlanBefore you train and develop people identify

what:– They must know - before they can perform job– They should know - to improve performance– Would be nice for them to know – but not

necessary to perform duties.

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Model of the Training Process*

Assessment Stage Training Stage Evaluation StageOrganizational Needs Assessment

Task Need Assessment

Development of Training Objectives

Design & Select Procedures

Measure Training Results

Development of Criteria for Training

Evaluation

Train Compare Results to Criteria

Feedback

*Goldstein, I. (2002) Training in Organizations 4th Ed.

Causes and Outcomes ofNeeds Assessment

Reasons or “Pressure Points” OutcomesWhat is the Context?•Legislation

•Lack of Basic Skills

•Poor Performance

•New Technology

•Customer Requests

•New Products

•Higher Performance Standards

•New Jobs

•What Trainees Need to Learn

•Who Receives Training

•Type of Training

•Frequency of Training

•Buy Versus Build Training Decision

•Training Versus Other HR Options Such as Selection or Job Redesign

•How Training Should Be Evaluated

Who Needs the Training?

In What Do They Need Training?

Organization Analysis

Task Analysis

Person Analysis

Needs assessment involves: (1 of 2)

• Organizational Analysis – involves determining:– the appropriateness of training, given the business

strategy– resources available for training– support by managers and peers for training

• Task Analysis – involves:– identifying the important tasks and knowledge, skill,

and behaviors that need to be emphasized in training for employees to complete their tasks

Needs assessment involves: (2 of 2)

• Person Analysis – involves:–determining whether performance deficiencies result

from a lack of knowledge, skill, or ability (a training issue) or from a motivational or work design problem– identifying who needs training–determining employees’ readiness for training

Key Concerns of Upper- and Midlevel Managers and Trainers in Needs Assessment

Upper-Level Managers Midlevel Managers Trainers

Organizational Analysis

Is training important to achieve our business objectives?How does training support our business strategy?

Do I want to spend money on training?How much?

Do I have the budget to buy training services?Will managers support training?

Person Analysis

What functions or business units need training?

Who should be trained? Managers? Professionals? Core employees?

How will I identify which employees need training?

Task Analysis Does the company have the people with the knowledge, skills, and ability needed to compete in the marketplace?

For what jobs can training make the biggest difference in product quality or customer service?

What tasks should be trained?What knowledge, skills, ability, or other characteristics are necessary?

Needs Assessment Techniques

InterviewsFocus

GroupsDocumentation

Observation Questionnaires

Advantages and Disadvantages of Needs Assessment Techniques (1 of 3)

Technique Advantages DisadvantagesObservation Generates data relevant to

work environmentMinimizes interruption of work

Needs skilled observerEmployees’ behavior may be affected by being observed

Questionnaires InexpensiveCan collect data from a large number of personsData easily summarized

Requires timePossible low return rates, inappropriate responsesLacks detailOnly provides information directly related to questions asked

Advantages and Disadvantages of Needs Assessment Techniques (2 of 3)

Technique Advantages DisadvantagesInterviews Good at uncovering details

of training needsGood at uncovering causes and solutions of problemsCan explore unanticipated issues that come upQuestions can be modified

Time consumingDifficult to analyzeNeeds skilled interviewerCan be threatening to SMEsDifficult to scheduleSMEs only provide information they think you want to hear

Focus Groups Useful with complex or controversial issues that one person may be unable or unwilling to exploreQuestions can be modified to explore unanticipated issues

Time consuming to organizeGroup members provide information they think you want to hearStatus or position differences may limit participation

Advantages and Disadvantages of Needs Assessment Techniques (3 of 3)

Technique Advantages DisadvantagesDocumentation(Technical Manuals and Records)

Good source of information on procedureObjectiveGood source of task information for new jobs and jobs in the process of being created

You may not be able to understand technical languageMaterials may be obsolete

sjcc\Training Needs Analysis.mp4