Needs Assessment and Training Plan for Human Resource Management

This report focuses on the needs assessment for employee customer service training within a retail context. It begins by justifying the importance of needs assessment in identifying organizational gaps and employee skill deficiencies, emphasizing its role in creating effective training programs. The report then outlines a customer service training implementation plan, detailing effective training methods such as presentations, case studies, role-playing, and job training, and suggests a modeling/hands-on approach for small groups. It justifies the selected training method based on its ability to provide visual and practical experience. Furthermore, the report addresses employee motivation, suggesting paid time off and making training a requirement. Finally, it includes a sample survey designed to collect feedback from training participants, covering aspects such as the trainer's knowledge, question handling, and overall training effectiveness. References to relevant literature are also provided.

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Justification on the needs assessment for our company proposed employee customer service
training
Needs assessment is one of the assets associated with the retail industry. It’s a
management expectation that every employee able to work effectively. Needs assessment is used
to analyze extends of the existing problems in an organization. It’s as well used in identifying the
gaps in the service that the organization at hand provides. It used to show already existing
performance shortcomings by focusing on potential employee personal needs. This consequently
helps management in conducting training sessions In order to meet the needs of their potential
workers. Moreover, needs assessment help in exposing any existing shortcomings interims of job
performance through scrutinizing overall organizational performance. This is a step that helps in
the identification of skills and knowledge that is expected to be possessed by any potential
employee within the organization. This gives the employer or the organization human resource
department an opportunity to recruit or selectable employees who now become an important
asset to the organization.
Needs assessment also contributes to exposing existing performance deficiencies via
occupational assessment which entails examining skills, knowledge as well as abilities that are
necessary for the affected work groups — the assessment process help in identification any
existing professional gap or discrepancies. Through needs assessment, new responsibilities, new
works for the employees can be identified and soon be put into practice in need be. Lastly, needs
assessment can expose any existing performance gap by assessment of personal mental stability
as well as capacity. Retailing industry happens to be one of the demanding and highly stressful
jobs to run. It is common for employees to be victims of overwhelm associated with high
demands, many commands, commissions and customers attitudes. Although the retail industry is
one of the stressful and aggressive industries, it’s important for employees to be in the ability to
hand them.
Customer service training implementation plan and determination on the method of
training
Clear knowledge and understanding of all customers’ needs, taste, and expectation is
important when it comes to implementation of customer service training with other employees.
Moreover, consistency, persistence and well-reinforced training help surpass these needs.
Identifying customers’ needs, assessment of the organization's employees skills, designing
training vehicles and a frequent reevaluation of customer service delivery are tools for the
implementation of customer services training with employees. It’s important always to train new
recruits or rather employees after selecting them. (Noe & Wright, 2006)There are several ways
that our organization can adapt to train new employees. Some of the effective ones include the
following:

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 Presentation
 Case study
 Roleplay
 Job training
The number of employees to be trained will determine the method that can be used as
well the levels of training to be offered. In the case of our organization, adopting a simple
presentation employee training method would be sufficient for our groups, but modeling/hands
method is the most effective one for our small numbered training groups. (Wang & Mary ann,
2007)
The justification for the selected training method
The choice on modeling/hands method was due to its ability to provide actual experience
alongside its being able to present information visually. Moreover, it allows employees to
practice real-life customer’s experience. This method allows the audience to not only here the
information but also follow it along visually. Modeling the right behavior in the presence of
newly recruited employees, it’s an assurance that they have been oriented and well taught by an
experienced expert in that field. It’s therefore easy to pick and catch along with the workflow
routine of our organization. The two methods I suggested are very crucial and highly helpful
since each offers a different approach to training that is intertwined with each other method to
offer a stair step effect. (Goldstein & Kevin, 2002)
Two ways of motivating an employee who have no interest in attending classes
Just like any learner, training is one of the crucial activities for any new employee. Sometimes,
some new employee may lack that psyche and motivation to attend training classes. Their needs
always to motivate such employees. There are several methods that help in motivating new
employees to attend training classes. Two of these methods that tend to be effective include the
following:
1. Paid time off which act as a way of compensating for the time spent during the training
2. Making the training part of the requirement for employment since it will encourage the
employee positively (Dr, 2009)
Survey development to collect feedback from employees who do attend training sessions
A training survey is important to both the employer and employee. For the employer, it’s a tool
for future reference and reflection that can allow the training method to be changed in need be.
For the employee, it allows them to recap issues that were covered and learned in the course of
the training session. The following is a sample of survey for our organization. (Noe & Melanie,
2006)
1. What you rating for the overall training session out of 10?

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2. Rate the below aspects of the trainer according to Excellent, Good, Fair, poor
 Did the trainer have enough knowledge of the subject being trained?
 Were questions actively invited?
 Were all your concerns attended and answered?
 Was individual help provided when needed?
 Was there provision for any follow-up activity from your trainer?
 Were your expectations for the training met?
 Were all the equipments working properly?

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References
Dr, F. (2009). HR training class needs assessment — human resource management, 1-9.
Goldstein, I., & Kevin, F. (2002). Needs assessment, development, and evaluation. Training in
organizations: 34.
Noe, H. R., & Wright, P. (2006). Gaining a Competitive Advantage, McGraw education.
Noe, R., & Melanie, P. (2006). "Employee training and development. Human resource management, 54.
Wang, C., & Mary Ann, B. (2007). "Photovoice: Concept, methodology, and use for participatory needs
assessment." — Health education and behavior, 24(3), 369-387.