Identifying Employee Training Needs and Effective Programs - Case Study on GO p.l.c Customer Care Centre

This research project focuses on identifying the needs of employee training and developing effective training programs for GO p.l.c's customer care centre. The chosen organisation is GO p.l.c, an integrated telecommunication company located in Marsa, Malta. The research aims to evaluate the importance of continuous improvement and development of employees, identify the training needs of employees in the customer care centre, and determine various development and training programs to address these needs. The research methodology includes a literature review, survey, interviews, and focus groups to gather data and gain insights from various stakeholders. The findings of this research will have implications for stakeholders and contribute to the overall improvement of employee performance and productivity.

Research and
Development

Table of Contents
Topic: “To identify the needs of employees training and develop effective training programmes
as per theses needs”. A case study on customer care centre of GO p.l.c located at Marsa, Malta.
..........................................................................................................................................................1
TASK 1............................................................................................................................................1
Background and Literature Review.................................................................................................1
A.1) Chosen organisation.......................................................................................................1
A.2) Need of the study............................................................................................................1
A.3) Purpose of the research..................................................................................................1
B) Literature review...............................................................................................................2
B.1) To evaluate the importance of continuous improvement and development of employees. 2
B.2) To identify the needs of employees training working in the customer care centre of an
organisation............................................................................................................................3
B.3) To determine the various development and training programmes to address and meet the
needs of employees.................................................................................................................4
TASK 2 ...........................................................................................................................................6
A)Selection of suitable research topics..................................................................................6
B) Attributes of research topics..............................................................................................6
C) Research questions ...........................................................................................................7
D) Different stages to carry out the research..........................................................................8
E) Project planning tools........................................................................................................8
TASK 3..........................................................................................................................................11
Research Methodology.........................................................................................................11
A) Differences between the quantitative and qualitative data collection.............................11
B) Philosophical assumptions/ Research paradigms ...........................................................12
C) Position of researcher relating to research paradigms.....................................................14
D) Research Methods ..........................................................................................................14
E)Ethical issues....................................................................................................................16
TASK 4..........................................................................................................................................17
A) Data analysis...................................................................................................................17

TASK 5..........................................................................................................................................17
A) Reflection on issues.........................................................................................................17
B) Implication of research findings on stakeholders ...........................................................17
TASK 6..........................................................................................................................................19
REFERENCES..............................................................................................................................19

Topic: “To identify the needs of employees training and develop effective
training programmes as per theses needs”. A case study on customer care
centre of GO p.l.c located at Marsa, Malta.
TASK 1
Background and Literature Review
A.1) Chosen organisation
The organisation selected for conducting this research project is GO p.l.c. which is an
integrated telecommunication company situated in Marsa, Malta. It is a Maltese company with a
quadruple play provider that is providing local as well as long distance telephone services to its
customers that includes wireless services together with digital terrestrial television and DSL
internet access (Paul, 2019). The current research work is based on the performance and
efficiency of employees of customer care centre of GO p.l.c which is located at Marsa, Malta.
A.2) Need of the study
The need for conducting this research includes the importance of training and develop
programmes in enhancing the employees performance as it has been observed that employees
who are working in GO p.l.c centre for over 5 year might need training therefore, this research is
conducted to evaluate the various areas where training is need to have an improvement in the
efficiency of employees in the customer care centre of GO p.l.c (Surendra and Denton, 2019).
Beside this, current research is also needed and important from the academic and educational
view point of researcher to develop better understanding and knowledge about the effectiveness
of training programmes required as per the needs of employees that enhance the skills and
personal knowledge of researcher.
A.3) Purpose of the research
The main purpose or aim behind conducting on GO p.l.c. Of Malta is, “To identify the
needs of employees training and develop effective training programmes as per theses needs.”
Therefore, the main purpose of this research work is to analysis and evaluate the importance of
continuous improvement for the employees to maintain and enhance their effectiveness and
productivity for a longer period of time in order to meet and achieve the objectives of an
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organisation. Therefore, the main purpose and objective that are set behind conducting this
research are as follows:
 To evaluate the importance of continuous improvement and development of employees.
 To identify the needs of employees training working in the customer care centre of an
organisation.
 To determine the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient
and productive (Park, Kang and Kim, 2018).
B) Literature review
It is a review of article that is published in books, journals, online sites and other
adequate sources that is needed for the conduction of research.
B.1) To evaluate the importance of continuous improvement and development of employees
As per the viewpoint of Narwas Skhmot (2017), continuous improvement and
development of employees brings the positive environment and growth within the company.
Continuous improvement involves a lot of efforts and before induce that in business it is must to
get to know about the benefits and impacts of it. There are some benefits that are as the
engagement of the employees increases, turnover ration also reduced, enhance the product and
services of the company, provide better services to the customers, and build the learning culture
within the company (Stephenson, 2018). To maintain the long term benefits and profit
continuous improvement and development is most necessary for the business. By this company
could challenge there employee to enhance the skills and knowledge with that always takes the
company one step forward to their competitors.
As per the viewpoint of Ellen McKewen (2020), opportunities for the business to
measured the growth has been increased by imparting innovation in the workforce. Continuous
improvement and development encompasses the improvement with that added the maximise
productivity of products and services that is offered by the company. Whereas, that depends
upon the dedication and in volvement of the employees towards the innovatory approach of the
company.
It involves the positive impact in the business as it enhanced the productivity, improved
the quality of product and services that is offered by the company to the customers, reduces the
cost of production, enhance the motivation and morale of employees. For to make an effective
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atmosphere within the organisation and to gain the competitive advantage continuous
improvement and development is mandatory. Through this company enhance their productivity
with that company measures the continuous progress in terms of growth and development.
Continuous improvement and development are the major aspect that helps the company
to enhance the growth. It helps to enhance various factors as like engagement of employees that
builds the strong participation of employees. There are a lot of competition in the market as there
are various company's that have same business and they all perform and plan different strategies
to grab the attention of the employees (Rondinelli, 2019). As all the companies want to build the
strong customer relationship and a strong customer base with that company always emphasis the
quality of product and services. And that all happen by applying ongoing development within the
business as per the market changes. Company's raise the profit and sales when they get the
developed and advanced product and services with that customer always need the changes and
also get attracted towards that creative development.
B.2) To identify the needs of employees training working in the customer care centre of an
organisation
Employee training brings the enhancement of skills and knowledge while working in
customer care it is necessary that employee must know about how to handle the problems of
customers in an effective manner. With that while working in customer care it is necessary that
employee is very much calm and composed and have effective listening capability. As per the
viewpoint of (Allie decker, 2019), to connect with the customers is the biggest opportunity for
the company to measured the growth. Thus training is necessary for the customer care team as
they advertise the product and services directly to the customers. If the issues of the customers
has been resolved that inspire the customer to stick with the company for the longer period of
time. Training is a repetitive process that involves teaching skills for customer care team imparts
the increment of customer support that satisfies the needs of customers. As per the viewpoint of
(Paul O'Keefe, 2016), customers services either upgrade the profit of company or might decrease
the value of company.
As business loss the huge amount of profit due to customer services as it is concluded
from the research that 44% people switched there company due to ineffective services. With that
34% customers leave the negative comment on the websites of company due to their unorganized
services. The major importance of training is to build the strong faith in the employees that
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customers is always right and keep spreading the services with the smile never get impatient
while connecting with customers (Race, 2019). Always works with the positive attitude and
induce the caring and response rapidly on the issues of the customers. Training imparts the
competition within the employees and that enhance their performance that ultimately raises the
value and image of company in the market. It is the most needed part for all the company as
business faces a lot of competition in the market and to stay in the market for longer period of
time training plays a vital role.
Customer care centre deals the customers and provides 24/7 services and always there to
help the customers by resolving there issues and problems. It is a very hard to manage the
customers because it is not mandatory that there behaviour is always being acceptable.
Sometimes customers have mood swings that changes the tone of conversation but it is a duty of
customer care team to handle and manage the requirement of the customers in a easiest manner.
With that it is also needed to manage the demand of the customers with the calmness for that
company provides the training to the employees. In that training session employees get to learn
about how to resolve the different issues of the employees with the composure and also works to
control the temperament (Armstrong and Taylor, 2020). Training provides the framework to the
employees that consist the sequence that has been followed by the employees. With that also
provides the brief that insert balance within the workforce and includes the session in which how
to behave with the employees is been conducted.
B.3) To determine the various development and training programmes to address and meet the
needs of employees
Development and training programmes introduce in the business to fulfil the need and
requirements of the employees that further satisfies and organised the issues and problems of
customers. As per the viewpoint of (Peri Elmokadem, 2019), there are different training for
employees as through orientation that was given to the new joining of the company. It is a
program in which the brief is provided to the employees about the work-culture of the company
that builds the normal environment for the new joining. On board training includes the sessions
that is provides during the working hours in which task has been assigned as per the knowledge
and skills. That includes some video session that motivates the employees to work in effective
manner. Employees met there needs after getting trained by the training sessions and that imparts
the trained and more developed employees within the company.
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Technical development is also be one of the type of training in which technicality will be
learned that includes the knowledge of social-media management and programming. The needs
of employees of customer care centre of GO p.l.c has been become more efficient and productive
as it includes the different training programmes that is conducted by the company as on-job
training and job rotation. On-job training is a training that includes the development of an
employee while working as through this employees get learned different things as per the daily
handling (Turmusani, 2018). As development of skills and knowledgable is a continuous process
people get learned about different factors as much they perform different task. On the other hand,
job rotation also be performed by the GO p.l.c to provide the training to the employees as
through this process job profile has been changes. And with that employees get to know about
different aspects of the business and have a knowledge of every work that has been performed
within the company. It is the most best method to provide the training as employees get trained
while working and no other session is required and with that doesn't take any extra time. Thus it
is reviewed that if business wants the growth and development then training is the most
important factor. Through this practical valuation of skills and knowledge of employees gets a
path that helps that to work in an effective manner with that it turns to be the most efficient
output.
Research gap
As per the literature review the benefits of continuous improvement and development is
not clear as per the context of GO P.l.c. It is not cleared that how to implement the review in the
business to gain the competitive advantage. With that it is also not sorted that how GO p.l.c can
make their healthy relations with the stakeholders, customers and employees. With this review it
is not cleared that how to make the decisions that enhance the productivity of the company. To
fulfil the research gap company must conduct the survey to get to know about the different
ongoing changes in the market and then implies the changes as per the requirement of business.
TASK 2
A)Selection of suitable research topics
On the basis of above literature review the research gap identified is lack of sufficient
information together with lack of practical analysis of perspective of various stakeholders of GO
p.l.c towards importance of training and development programs for the employees. Thus, the
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topic selected for this research purpose is,“To identify the needs of employees training and
develop effective training programmes as per theses needs”. A case study on customer care
centre of GO p.l.c located at Marsa, Malta. Therefore, it has been decided that a more deep
analysis and research is need in order to meet the desired objectives. The ideas to fill theses
research gap includes use of surveys, interviews, focus group, etc. to gain better understanding
about perspective of various stakeholders to have sufficient information on research topic in
order to make an effective and better decision for success of organisation.
Survey- It is method of collecting data from a pre defined group of individuals and
respondents to gain and collect insight information on various research topics (Hobbs, Clark and
Plant, 2018). Under this, a sample size of population is determined which includes the number of
respondents for conducting research and from which the information is gathered with the use of
statistical tools like questionnaire.
Interview- It consists of research process where a two way conversation is made between
the researcher and respondents in order to get their view point over various topics and is a
effective method when a in-depth information about opinions, thoughts, experience and feeling
of respondents are needed. With the increase in sample size it become more costly and time
consuming to collect data through interview method.
Focus group- It a qualitative research method that is used to collect information from a
small sample of population consisting around 6 to 12 respondents who are brought together in a
room or some other place and are engaged in a guided discussion on a research topic in order to
evaluate their view point (Kaye and Rumble, 2018). The data collected through focus group is in
descriptive form and can not be measured and presented in numeric form.
B) Attributes of research topics
The attribute of a good research topics includes clarity, properly defined perspective and
current importance of research topics. The selected topic for this research fulfil all these
attributes of a good research as it is clearly defined and showing the importance of employee
training and development programmes which is an important and significant concept for every
organisation to maintain its success and viability (Casey and Pearce, 2018). The idea and
research method selected for conducting this research includes use of Survey method as it
provide most simplest way to have an interaction with respondents with the help of a
questionnaire in order to collect and evaluate their perceptive and view hand. On contrary use of
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Interview method is more costly and time consuming where as it is difficult to present
information collected trough focus group in numerical terms therefore, can not be presented as
tables and charts thus, the research method selected for meeting objectives and purpose of this
research is survey method.
C) Research questions
The main objective set for conducting this research project are stated as follows:
 To evaluate the importance of continuous improvement and development of employees.
 To identify the needs of employees training working in the customer care centre of an
organisation.
 To determine the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient
and productive (Brennan, 2018).
Research Question
The research questions which are answered and evaluated through this research project
are as follows:
 What is the importance of continuous improvement and development of employees?
 What are the needs of employees training working in the customer care centre of an
organisation? What are the various development and training programmes to address and meet the
needs of employees of customers care centre of GO p.l.c to make them more efficient and
productive ?
Hypothesis
The Hypothesis and research assumption made for conducting this research includes that
the use of survey method will yield effective results and it is also assumed the data collected and
gathered from respondents is authentic and reliable and reflect their true perspective in order to
have valid and effective decision making. Beside this, the Hypothesis for this research also
includes use of Gantt chart and other planning tools to ensures timely completion of work in a
most effective way.
D) Different stages to carry out the research
The various stages that are necessary to carry out this research along with the description
about expected time duration is provided below:
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Stages Time duration
Submission of the proposal 12 days
Background information regarding the research
project
15 days
Literature review for collection secondary
information
10 days
Preparation of RM and collection of primary
data
15 days
Presentation of research findings and Analysis
of collected data along with its interpretation
18 days
Evaluation of research findings and results 12 days
Completion of report 2 days
Submission of final report 1 day
E) Project planning tools
Use of Gantt chart is made for this research to have a proper planning about various tasks
and activities of this research work. Gantt chart is a diagrammatic or graphical presentation of
different activities and task that will be conducted by researcher and provides information about
the starting dates and finishing time period of each and every activity (Murray and Christison,
2019). Therefore, use of Gantt chart is made for this current research to bring out the clarity and
transparency in the research work along with meeting the time frames and ensuring the timely
completion of various task and research project to meet the desired objectives more effectively.
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TASK 3
Research Methodology
A) Differences between the quantitative and qualitative data collection
Data collection is basically a process of gathering, measuring and analysing information
on various variables in a proper and systematic way in order to develop answer for stated
research questions, evaluate research outcomes and test the hypotheses. The two most commonly
use methods of data collection are as follows:
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Quantitative data collections - It basically deals with the quantities, numbers, values or
other measurable units that can be easily expressed in numerical forms like amount, length,
frequency and duration ( Pareek and Purohit, 2018). The quantitative data collection make use of
statistics to generate and provide a better presentation and analysis of data in form of charts and
graphs thus, ensure more readability and credibility of collected data and overall research.
Qualitative Data collection- This type of data is in descriptive form rather than numerical
nature and deals with quality and other descriptive forms like appearance, texture, perspective,
opinion and detailed view point of respondents. Therefore, qualitative data can not be
summarised or put in numerical form thus, does not facilitates presentation in form of charts or
frequency diagrams which are generally not measurable.
Difference between qualitative and quantitative research
Following are the main differences between quantitative and qualitative research method:
Basis Quantitative research method Qualitative research method
Focus In quantitative research method
main focus of researcher is on
quantity i.e. how much, numbers,
frequency, etc.
Under qualitative research
method, more emphasis is
provided on quality and
descriptive form of data by
researcher (Stewart and Brown,
2019).
Sample Under this method of research the
size of sample is comparatively
large, random and of
representative nature.
Under Qualitative research
method the size of sample of
population is relatively small and
more purposeful.
Analysis Under this method use of
deductive method of analysis is
made by researcher by making
use of some statistical methods.
Use of inductive research
analysis is made under
qualitative research method to
have better in-sight of collected
information.
Findings The findings under quantitative
methods are precise and in
The findings under qualitative
research are holistic and in
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numerical terms that can be
presented in form of graphs,
charts and frequency table
(Kuosmanen, Fleming and Barry,
2018)(Dahama, 2019).
comprehensive and detailed
form.
Methods The methods used under
quantitative research method
includes Surveys, observations,
structured interviews together
with reviews of records and
documents to get numeric
information.
Under qualitative research use of
focus group, in-depth interviews
and review of documents are
made in order to get deep insight
of the descriptive information.
From these two type of research method use of quantitative research method is applied
for this particular research in order to easily evaluate and effectively analysis the perspective
and reviews of respondents in more effective and efficient manner (Hayes, 2018). Use of
quantitative research method also facilitates better and more effective use of statistical tool that
yield a more efficient and better presentations of research findings in form of chart and data
frequency table.
B) Philosophical assumptions/ Research paradigms
Philosophical assumptions are basically the theoretical framework which are used by a
researcher to collect, analyse and interpret a sort of data that is associated with a particular field
of study. Philosophical assumption are mainly of three types a description on which on context
of current research and from perspective of associated researcher is provided below:
Ontology- The ontological issues are mainly related and associated with the nature of
reality and its characteristics and defines science or study of being”. The questions under
Ontology philosophical assumptions deals with the things exists and can be said to exist and also
reflects how theses entities can be groped and classified according to their similarities and
difference thus, use of this research philosophy yield better categorisation and bifurcation of
entities and things into category during the research process (Melkman, 2018). Therefore, it can
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be evaluated that under Ontology assumptions the main emphasis of researcher is on knowing
the reality and to prove the view points towards some realists facts.
Epistemology- This philosophy assumptions is associate with a branch of philosophy
that basilica deals with the main source of knowledge and concerned with the possibilities,
nature, sources and limitations of knowledge associated with various sources of knowledge.
Epistemology is basically a study that includes the various philosophical assumption used by a
researcher to prove the view point or carry out the study in order to prove view point which will
contribute towards reality.
Axiology- Theses philosophical assumptions are associated with the ethical issues that a
researcher needs to consider while planning a research proposal (Jackson and Collings, 2018). It
includes various philosophical assumptions that are necessary and required by a researcher to
make effective decisions of value and adopting right decisions and meth ids for conduction of a
research in a most ethical way. The questions of this research project are based on Axiology
philosophical assumptions and meet all ethical criteria and moral implications.
Research Paradigms
Research paradigm is basically an approach or research model that have been verified by
the research community for conducting a research in an effective manner and in practise for
more than hundred years (Ellis, 2018). Thus, it basically provides a belief and effective
implication about the ways and manner that can be used by a researcher while collecting,
gathering and analysing information related with a particular topics. The two main kinds of
research Paradigms that can be used by this current research are as follows:
Positivism- Under positivism research paradigms the nature of knowledge gathered by
researcher is basically a verified hypotheses established by investigator through facts or laws.
The inquiry aims associated with positivism research paradigms are mainly based on explanation
and under this research paradigms research are having more emphasis over observing and
predicting research outcomes (Paul, 2019). This method of research paradigm is considered with
more scientific methods and provide a highly structured and measurable method for conducting
research.
Interpretivism- This research paradigm is mainly associated with individual
reconstructions coalescing around consensus nature of knowledge and the inquiry aim of this
research paradigm is associated with understanding and reconstruction of research facts together
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with knowledge accumulation through more informed and sophisticated reconstructions and
vicarious experience of researcher (Surendra and Denton, 2019). Thus, use of Interpretivism
research paradigms is made by researcher who are more focused towards collection of more rich
insight or detailed and subjective data which is having the quality criteria of trustworthiness and
authenticity.
For conducting this specific research use of Positivism research paradigm is selected for
investigation as main emphasis of this researcher is on predicting and getting outcomes on
important aspects through the help of verified hypotheses and established facts and laws. Beside
this, use of Positivism research paradigm also facilitates a more scientific approach and method
for conducting a research.
C) Position of researcher relating to research paradigms
The research paradigm selected by researcher for this research project includes
Positivism research paradigm as it facilitates a more scientific approach and method for
conducting a research together with providing more emphasis on predicting and getting
outcomes on important aspects through the help of verified hypotheses and established facts and
laws. Beside this, use of quantitative research method is made for this particular research in
order to easily evaluate and effectively analysis the perspective and reviews of respondents in
more effective and efficient manner. Use of quantitative research method also facilitates better
and more effective use of statistical tool that yield a more efficient and better presentations of
research findings in form of chart and data frequency table.
D) Research Methods
Use of quantitative research method is made for this research project as it facilitates
better presentation of numeric facts and reviews of respondents in form of carts and diagram that
make decision making more easy. For this research project use of random sampling method is
made to reduce and eliminate the chances of biasness and favouritism in research through
providing an equal chance of selection to all observations of population. A sample size of 30
respondents is selected from the stakeholders of GO p.l.c that includes its employees, managers,
directors and customers to get a better understanding about their perspective in the topic of
importance of continuous improvement and development programmes for its employees.
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Beside this, use of survey method of data collection is made for this research project in
which is data is collected with the help of reactionaries that consists of a set of questions which
are provided as follows:
Questionnaire
Q1) Are you having any knowledge or perspective about the concept of continuous
improvement and development of employees ?
a) Yes
b) No
Q2) What are the main reasons that has lead to increase in the importance of continuous
improvement and development of employees within an organisation?
a) Provide more competitive strength
b) Increase productivity and creativity
c) More engaged employees
Q3) What are the possible needs of employees training working in the customer care
centre of an organisation?
a) Communication skill development
b) Leadership development
c) Interpersonal skill training
d) Better problem solving and team work
Q4) what are the most significant development and training programmes that can be
adopted by GO p.l.c to address and meet the needs of its employees of customers care
centre?
a) Professional training
b)Quality training
c) Technical training
d) communication training
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Q5) Do you agree with the fact that continuous improvement and development of
employees lead to better and more effective customers services through an organisation?
a) Agree
b) Disagree
Q6) what are the various types of training and development programmes that can be
provided by GO p.l.c to its employees for their betterment?
a) Induction training
b) Vestibule training
c) Apprenticeship training
d) on job training along with job rotation
Q7) what are the possible ways that can be adopted by GO p.l.c to measure and evaluate
the effectiveness of its training and development programmes in meeting the needs of
employees?
a) Visual confirmation
b) Social ownership
c) Skill assessments
Q8) what is the over all implication of various training and development programmes on
continuous improvement and development of employees?
a) Positive
b) Negative
Q9) Any further recommendation for GO p.l.c?
E)Ethical issues
The ethical issues are mainly related with the honesty and integrity of data collected and
various methods of research which sold comply with all morals and principles of an ethical
research (Park, Kang and Kim, 2018). It is mainly associated with doing right things, at right
time and with right perspective. The ethical issues related with this research includes
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authenticity, viability and reliability of data and to resolve these issues use of best research
methodology is made by researcher. Beside this, to ensure proper implications with principles
and moral of research a due written consent from all respondents is also taken to maintain the
viability of this research work.
TASK 4
A) Data analysis
To analysis the quantitative data collected through the above questionnaire use of
thematic approach of data analysis will be made in order to have better presentation of data.
The strength of thematic approach includes that it is an unsupervised approach of data analysis
that does not required extra time to train the algorithm therefore, it can be more easily capture the
unknown and provide data analysis in comparatively limited time with effective presentation
through use of charts and graph (Stephenson, 2018). The weakness of thematic approach
includes difficulty in its implementation in a correct and efficient way that can be solved through
proper use of various statistical tools and charts for its execution and implementation.
TASK 5
A) Reflection on issues
The issues that are emanate from this research includes the possible issues related with
the lack of proper training and development of employees that can lead to inefficiency and
failure of an organisation. Thus, this research project is important from view point of
organisation as it provides information about various types of training and development
programmes that are essential for an organisation to maintain efficiency and competences of its
employee to get better competitive strength and enhance its productivity. This research can
hinder the company only as it might be expensive for an organisation like GO p.l.c to adopt
expensive training and development program together with expenses made on conducting this
research. Beside this, regular interference by researcher can also hamper the work of GO p.l.c.
The other factors that can be considered by research while actually carrying out this research
includes proper preparation and implementation of project planning tools together with efficient
use of research methodology and other statistical tool like Gantt chart to timely accomplish the
objectives of this research project. Better steps can also adopted by researcher to maintain the
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viability and accuracy of data together with meeting the ethical and moral principles of research
work.
B) Implication of research findings on stakeholders
The stakeholders of an organisation includes it directors, managers, business clients,
customers, employees, suppliers, government and all other other related parties that are directly
or indirectly associated with the business operations and are get affected by its function.
Stakeholders includes the various individuals and factors that affect the decision making and
productivity of an organisation. The findings of this research work are having a positive
implications on stakeholders of GO p.l.c as the findings of this research provide better
information about continuous improvement and development of employees that enhance their
competencies and capabilities and make them more effective to meet the desires and
expectations of stakeholders through timely training and development programmes. Use of
following communication plan is made by researcher to present and communicate the research
findings with stakeholders:
Objective of communication To deliver and transfer information about various activities of
research and implications of research findings on
stakeholders.
Medium Use of thematic approach of presentation is made together
with use of effective communication channels that include
both informal and formal lines of communication to timely
transfer all relevant information among team members and
other related parties.
Frequency As needed and desired by directors, mangers and other
stakeholders
Audience Team members
Directors, managers and employees of GO p.l.c
Stakeholders and other related parties
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TASK 6
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Development.
Stephenson, J. ed., 2018. Teaching & learning online: new pedagogies for new technologies.
Routledge.
Rondinelli, D. A., 2019. Applied methods of regional analysis: the spatial dimensions of
development policy. Routledge.
Race, P., 2019. The lecturer's toolkit: a practical guide to assessment, learning and teaching.
Routledge.
Armstrong, M. and Taylor, S., 2020. Armstrong's handbook of human resource management
practice. Kogan Page Publishers.
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