Needs Assessment:

What types of issues might indicate a need for training?

The types of issues that might indicate a need for training would be the adjustment to the new ways of the work, or the work environment, and skills intended for future employees and manager’s responsibilities, which will lead to position or career advancements.

From what sources would these issues be identified?

Such sources may come from training and development managers, supervisor’s request, CEO requests, as well as from individual managers and employees.

If you were a training manager, how would you prioritize training needs from these sources?

If I am answering this question correctly, I would prioritize the training needs of a, b, and c in this numbered order: 1(b), 2(a), 3(c). The reasons are as followed:

a. A supervisor requests training on the specialized technology required by five of his employees.

The reason that I would make this priority number two is because, unlike priority number one, the supervisor is not dealing with customer’s hands on, instead, the supervisor is trying to help his employees advance, or maintain their jobs by acquiring the necessary (required) training of five of his employees.

b. The customer service manager reports a sudden increase in calls about poor handling of repeat complaint calls.

The reason that I would make this priority number one is because of the increase calls, in which, is happening right now. If we can handle this first task by addressing this issue promptly, their will be less unsatisfied customers, even though they are calling about a complaint. The effectiveness of proper handling of calls for customers with complaints will eventually lead to happy customers; therefore, continued customers.

c. The CEO requests team efficiency training to address the declining numbers of employees attending quarterly pep rallies.

The reason that I would make this priority number three is because the problem occurs from quarterly pep rallies; in which, are held every three to four months. Therefore, this issue would be the last priority, being that this particular issue does not affect the company right away; however, only every three to four months.

Delivery:

Identify the best method to conduct this training.

The best methods to conduct this type of training would be on the job training. The reason that on the job training would be the best fit for this particular position is that it is a managerial position.

Is a certification exam required?

For this position, If I am not mistaken, a certification exam is not required; however, their degree, or known experience; especially if the position sought is from a current employee advancing because of their now, new skills learned or developed from within their current position, should take the place of any certification exam required.

Will the training be instructor-led, self-paced, or a combination? Explain your answer.

The training will be a combination of both. What I mean by this is that, even though there will be a combination of both, there will also be an assigned coach or instructor in the back-end of the employee-training period, for any needed assistance. However, the front-end of the training period, would be, self-paced; allowing the individual to become familiar with the procedures, adaptation and adjustment of their new environment and workload(s). This will allow the individual room to ask for clarity if needed without hesitation from the back-end – their individual coach or instructor.

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.

Within the job position directly before the human resources manager, I would use the same methods and most of the same requirements for this position; however, for the job position directly above, or after the human resources manager, I would not. Being that a human resources manager already has higher requirements, the same methods would not, be used because of this. A higher position would require more skills, knowledge, and experience to carry out the job performances of a position higher than a human resources manager would.

Evaluation:

How will you evaluate the effectiveness of the training in terms of organizational objectives and limitations?

I would use the four basic criteria available for evaluating training; they are reactions, learning, behavior, and results.

References

Axia College University of Phoenix, Human Resources Management (HRM), week four reading material, 2009