Training and Development: Needs Assessment, HRM & Implementation

This report provides an overview of training and development within a retail context, emphasizing the importance of needs assessment to identify performance deficiencies and skill gaps. It details the development of a customer service training implementation plan, incorporating methods such as case studies, presentations, modeling, and on-the-job training. The report justifies the selection of role-playing and on-the-job training methodologies, proposes strategies for employee motivation, and includes a survey to collect feedback from training participants. Furthermore, it outlines the design of job and task analyses aligned with the overall HRM strategy, aiming to improve employee performance through targeted training and development initiatives, including teamwork and leadership-based training. The study concludes by highlighting the critical role of training and development in enhancing job performance and organizational effectiveness.

RUNNING HEAD: TRAINING AND DEVELOPMENT 1
TRAINING AND DEVELOPMENT
Student Name
Institute Name

TRAINING AND DEVELOPMENT 2
Contents
Introduction................................................................................................................................3
Justify the use of a needs assessment of the company...............................................................3
Develop a customer service training implementation plan........................................................4
Design job and task analyses that align with the overall HRM strategy....................................7
Conclusion..................................................................................................................................8
Reference....................................................................................................................................9

TRAINING AND DEVELOPMENT 3
Introduction
The retail sector, a staff member required some kind of assessment as an asset for the
organization. Also, in this industry, it is crucial for all the workforce to be able to work in an
efficient manner as well as effectively.
Justify the use of a needs assessment of the company.
Process of a needs assessment is utilised to gain clarity on the level of present issues. In
addition, a needs assessment also assists to recognize any kind of gaps in the service
provided. A needs assessment also can completely expose any current performance-based
deficiencies by paying attention on the prospective employee’s personal needs. Also, this
assessment permits the managers to understand right kind of needs of the potential workforce
which also based on the assessment. This is very advantageous since it permits a personal,
particular training to meet the requirement of the prospective workforce. The parameter of the
needs can also expose the current performance-based deficiencies by assessing the
organization performance (Brewster, 2017). This also assist to recognize the skill set and the
overall knowledge that is required from many prospective workforces and this will also
permit the workforce to be able to target as well as recruit the prospective set of workforces
that can be an asset to the organization. Another method that a needs assessment can assist
with exposing any present deficiencies in the performance via an occupational level of needs-
based assessment. The assessment of occupation also evaluates the skills set, knowledge as
well as the abilities needed for the impacted occupational groups. This evaluation also
recognizes the current discrepancies of the occupation or the gaps. An assessment of the
occupation also evaluated the job performance of an employee. There are so many distinct
and different set of new work for the employee that can decide as well as implement if
required. A need-based assessment can also expose any present performance deficiencies by

TRAINING AND DEVELOPMENT 4
performing a personality evaluation. Some people have challenges at the time of working in
retail industry (Brewster et al, 2016). They can also have challenges in working on such close
vicinity with other people. The final method that is based on need assessment will definitely
expose any kind of current performance deficiencies that would also assess the mental
stability of an individual as well as capacity. The retail industry can be highly demanding
sector as well as stressful. Any employees can comfortably become overly overwhelmed with
immense demands, commission and the behaviour or approach of a customer. It is crucial that
any employee is able to deal with high level aggression as well as stress that further comes
with the current retail position (Keep, 2014).
Develop a customer service training implementation plan.
Training in the retail sector is very crucial and will be the initiation point for everybody who
works for the organization to gain clarity on how they can represent the company. It will also
provide the new hires with an opportunity to further learn about the history of the
organization and further what makes the organization a distinct one. There are so many
methods that new recruiters must be trained in a right manner especially while working in the
retail-based customer service which also includes, case study, presentation, modelling as well
as on the job training. Executing the customer service training with the workforce need a
solid clarity on customer needs as well as expected and also being able to meet and further
surpass those requirements and expectations via constant, positive reinforcement and planned
training (Falola et al, 2014). To execute customer service training in an effective manner with
the workforces, it is crucial to recognize the needs of the customer, assess the skill of the
employees, design and execute a training vehicle and continuous reviews of the customer
service delivery. There are so many ways that new employees can be trained while working
in the retail-based customer service. Some consist of a presentation, case study, modelling

TRAINING AND DEVELOPMENT 5
and job training (Lamba & Choudhary, 2013).
Justify why you selected the training method that you did.
The new workforce will provide training by utilising the role and on the job training
methodology to make sure effective customer service that can meet the current standard of
the organization. All the combination of these two distinct approaches is right to impart
customer service training to the new workforce. In the role play methodology, the workforce
will be needed to base the assumption of so many roles and act the situation that happens in
the retail industry. To act different situations for the workforce will gain clarity on the
situation that anyone will have to face at the time of working in the company (Larsen, 2017).
By constantly working on different position the employees can also comprehend the job in a
better way and also provide ideal services to the consumers. In addition, continuous practice
right the actual work will be ready for them to deal with distinct cases in the workplace. At
the time of role-play training employees about the cases in the workplace, on-the-job training
that can provide them with the experience of the culture. The workforce will be constantly
monitored by the trainer for the well-settled time to give the important customer services
abilities.
Propose two (2) ways to motivate an employee
Providing training to classes are important as well as beneficial to any new workforce. But,
some people may further lack motivation when it comes to meeting a training session.
Workforces who show little to absolutely no motivation to attend training classes that can
also provide with some kind of incentives like paid time off or early leave or some kind of
compensations so that they can attend training. The first method that any member of the
workforce can be encouraged who has absolutely no interest in attending a class actually
starts of professional growth course that can also help the workforces in advance. This course
will also motivate the workforce to attend training and also providing some kind of credits for

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the course (Mandip, 2012). When any employee actually reaches a specific level of credits
and has further accrued some amount of credit hour they are actually eligible for the sake of
promotion. This is the ideal way to raise the likelihood of a staff member willing to attend a
training and also assist promoting the retail company as one that actually believes in the
complete individual and wants to grow the workforce.
Develop a survey to collect feedback from the employees who attend the training.
The survey below will be utilised to gather feedback from the workforce attending the
training session. The survey will also seek to get some feedback from the workforce on
whether the training was advantageous and how the training once understood can be put into
action, whether more training is required in consumer service and the issues they can face
while serving the consumer on a routine basis (Sung & Choi, 2014). In addition, the survey
will pay attention the features like age, the position of job and employees view associated
with the training class. In the end, the survey will also include two parts where the first part is
based on collecting data related to the data of the candidate and the second part is based on
gathering information about the feedback of the participants in the direction of training.
Survey
Section 1
1. Indicate the sex Male Female
2. Indicate the position in the company
a. Senior employee
b. Employee
c. Manager or executive
d. Senior manager or executive
3. Marital status Single Married

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Section 2
Please express your views of the items mentioned under:
Agree Strongly Agree Neutral Disagree
Strongly Disagree
1. Training fulfilling expectations
2. Ability to use the learnings from training
3. Well informed trainer
4. Accomplishment of training objectives
5. Discussion and encouragement of interaction
Design job and task analyses that align with the overall HRM strategy.
Designing the job and task analyses include following steps:
1. Observing the strategic goals of the company
2. Deciding the level of competency needed to achieve goals or needs analysis.
3. Performing the assessment of talent of the employees.
4. Labour market analysis
5. Recognizing gaps
Design training and development systems to improve employee performance.
Training of the teamwork: training can be the right method to promote the process of
teamwork. When team function collectively in an effective manner, level of engagement rises
as well as retention and overall employee performance at an individual level further soars
(Tahir et al, 2014).

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Leadership-based training: impactful leadership is closely related to the effective
performance of employees. Leadership training has also provided a great return on
investment.
Conclusion
HRM regards the process of training and development as a practice related to company
activity aiming the better job performance of people and groups in the settings of an
organization (Wilson, 2014).

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Reference
Brewster, C. (2017). The integration of human resource management and corporate strategy.
In Policy and practice in European human resource management (pp. 22-35).
Routledge.
Brewster, C., Mayrhofer, W., & Morley, M. (Eds.). (2016). New challenges for European
resource management. Springer.
Falola, H. O., Osibanjo, A. O., & Ojo, S. I. (2014). EFFECTIVENESS OF TRAINING AND
DEVELOPMENT ON EMPLOYEES PERFORMANCE AND ORGANISATION
COMPETITIVENESS IN THE NIGERIAN BANKING INDUSTRY. Bulletin of the
Transilvania University of Brasov. Economic Sciences. Series V, 7(1), 161.
Keep, E. (2014). Corporate training strategies: the vital component?. New Perspectives, 109-
125.
Lamba, S., & Choudhary, N. (2013). Impact of HRM practices on organizational
commitment of employees. International Journal of Advancements in Research &
Technology, 2(4), 407-423.
Larsen, H. H. (2017). Key issues in training and development. In Policy and practice in
European human resource management (pp. 107-121). Routledge.
Mandip, G. (2012). Green HRM: People management commitment to environmental
sustainability. Research Journal of Recent Sciences, ISSN, 2277, 2502.

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Sung, S. Y., & Choi, J. N. (2014). Do organizations spend wisely on employees? Effects of
training and development investments on learning and innovation in
organizations. Journal of organizational behaviour, 35(3), 393-412.
Tahir, N., Yousafzai, I. K., Jan, S., & Hashim, M. (2014). The Impact of Training and
Development on Employees Performance and Productivity A case study of United
Bank Limited Peshawar City, KPK, Pakistan. International Journal of Academic
Research in Business and Social Sciences, 4(4), 86.
Wilson, J. P. (2014). International human resource development: Learning, education and
training for individuals and organisations. Development and Learning in
Organizations, 28(2).