BSBLED501 - Training Needs Analysis and Workplace Learning Analysis

This assignment focuses on developing a Training Needs Analysis (TNA) for a workplace environment, specifically within an administrative supervisor role at a software company. The student analyzes the performance of two new part-time employees, evaluating their skills in answering phones, responding to emails, ordering stationary, making appointments, data entry, and follow-up calls. The TNA involves detailed scenarios, supervisor comments, and a comparison of employee interactions to identify skill gaps and areas for improvement. The assignment also requires a written report explaining the TNA methods, how to assess skill gaps, gather feedback, and analyze performance data from various sources. The student provides examples of employee interactions and assesses their effectiveness, highlighting areas where training and development could enhance performance. The assessment covers the development of a TNA, its implementation, and the creation of a learning program within the workplace.

Student Assessment | BSBLED501
BSBLED501 - ASSESSMENT COVER SHEET
This form is to be completed by the assessor and used as a final record of student competency.
All student submissions including any associated checklists (outlined below) are to be attached to this cover sheet before
placing on the students file.
Student results are not to be entered into the Student Management Database unless all relevant paperwork is completed
and attached to this form.
Student Name:
Student ID No:
Final Completion Date:
Unit Code: BSBLED501
Unit Title: Develop a workplace learning environment
Please attach the following documentation to this form
Result
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Reassessment
S = Satisfactory
NS = Not Satisfactory
NA = Not Assessed
Assessment 1
 Develop a TNA
 Implement a TNA
 Develop a Learning Program
S | NS | NA S | NS | NA
Assessment 2  Implement a Learning Plan S | NS | NA S | NS | NA
Assessment 3  Develop a policy/procedure report S | NS | NA S | NS | NA
Assessment 4  Written Assessment attached S | NS | NA S | NS | NA
Final Assessment Result for this unit C / NYC
Assessor Notes: (inclusive of reassessment, reasonable adjustment, further opportunities for gap training etc): ______________

Student Assessment | BSBLED501
Student Declaration: I declare that I have been assessed in this unit,
and I have been advised of my result. I also am aware of my appeal rights.
Name: ____________________________
Signature: ____________________________
Date: ____/_____/_____
Assessor Declaration: I declare that I have conducted a fair, valid,
reliable and flexible assessment with this student, and I have provided
appropriate feedback
Name: ____________________________
Signature: ____________________________
Date: ____/_____/_____
Administrative use only
Entered onto Student Management Database
 ________________
Date Initials
ASSESSMENT 1 – STUDENT INFORMATION
Please follow the instruction carefully prior to commencement of the assessment task.
Part A
You are to develop a Training Needs Analysis (TNA) for a particular area within a workplace of your
choice. It is important that the Training Needs Analysis is mapped to your chosen industry
benchmarks. It must be able to identify and analyse the skill gaps of the individual by using a range of
methods and sources.
Along with submitting your TNA, you are to provide a written report that:
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- Explains your reasons for the TNA methods chosen?
- Details how you will establish gaps in knowledge and skills?
- Explains how you would gather feedback about a team member’s performance.
- Details the sources would you refer to in order to source this information?
- Describes how will you analyse the feedback from these sources and also take into account
other information you have obtained about their performance?
- Details any other information could you refer to find out where skill gaps are?
Part A - Develop a training Needs Analysis (TNA)
Scenarios My role as an administrative supervisor role within Sea View Software
Company. My employer has recently taken on 2 new part-time workers
with varying skills and abilities. Their roles include answering phones,
responding to general emails, ordering and maintaining stationary, making
appointments for sales staff, data entry and performing follow up calls to
clients to gather feedback on service received.
Duties: Employee # 1
 Answering phones:
Customer enquiry about the price of Payroll software developed by
Sea View Software Company.
Worker 1# Good morning. My name is X, how can I help you?
Customer# Hi. I called you couple of time but no one pick up the
phone. What’s going on?
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Worker 1# Apology Sir. The receiver did not place properly, so we did
not hear any rings.
Customer# That’s ok. Could you please let me know about the pricing
for payroll?
Worker 1# Yes, Off course. Could I clarify couple of things which will
determine what sort of Payroll software you are looking for?
Customer# Ok. Carry on.
Worker 1# How many people use this software?
Customer# around
Worker 1# Do you need desktop or online version?
Customer# Online
Worker 1# Sir, we have a good price for you $20,000.00 and it come
with 1-year full service.
Customer# Ok, great.
Worker 1# Do you need any more information?
Customer# It’s ok for today.
Worker# Have a great day. Need any more information give us call or
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email: [e-mail]
Customer # Have a great day.
Supervisor comments:
The employee should take great care in order to keep the potential
customers happy. The employee could have taken down a few more
parameters of the customer which will make a more effective
determination of the kind of product he or she is looking for
 Responding to general emails: Send an email to the customer regarding price
enquiry
Official Format:
Hi [name],
Thank you for showing interest in [our product/service]. By taking this
initial step, you are already well on your way to meeting our
requirements.
For our prospective customers, we [describe a special offer].
[Describe the unique value and benefits of your offer for your
audience.] Please let us know if you would like us to help you find a
[solution]! Give us a call/Email us at [Insert your contact information].
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Best regards,
[Your name]
Hi Sir or Madam,
Thank you for showing interest in ours product. By taking this initial
step, you are already well on your way to meeting your For our
prospective customers, we have a good offer within three years
service we will give you 20% off. Please let us know if you would like
us to help you find soluaton for this and Give us a call/Email us at ….
Best regards,
Mr. X.
Supervisor Comments:
The email has been well composed with all the necessary details
mentioned. There is a fluency in his words.
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online
Worker 1# Do you know the how to order stationary?
Worker 2# Yes, I know. Could you please follow my instruction?
Worker 1# Could you please place for today?
Worker 2# Ok. I will
Worker 2 then Check the stationary and take the notes and order
online by their OfficeSoft.
Supervisor comments:
The phone conversation was very courteous and to the point.
 Making appointment for sales staff: Make appointment for sales staff to
respective company
Worker 1# Good morning. My name Mr. X calling from Sea View
Software Company want to make an appointment for Mr. Z.
Opposite end# Yes, You can send him during 1-2 pm.
Worker 1# that’s great. Have a nice day
Opposite end# you too.
Supervisor comments:
The worker should ensure to take the verbal feedback from the client.
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Simply communicating to the client that his or her feedback has been
received is not enough. Reconfirmation is always helpful.
 Data entry
Supervisor comments:
Very poor communication skills. The employee did not respond
properly to the client, making the client aggravated. Moreover, the
employee kept the client waiting for nearly five minutes without giving
the client any helpful recommendations himself.
 Preforming follow up calls to clients to gather feedback on service
received
Worker 1# Good afternoon Sir, I am calling for Sea View Software
Company. This is a follow up call for your feedback. Thank you to
giving us update regarding service from delivery driver.
Customer# Great.
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Worker 1# We already took necessary steps and escalate to the
higher management. They will decide and we let you know the
outcome.
Customer# Thanks.
Supervisor comments:
The employee should take proper care to proofread his or her emails
before forwarding them to the client. This is in the nature of an official
email and should abide by the official guidelines.
Duties: Employee # 2
 Answering phones:
Customer enquiry about the price of Payroll software developed by
Sea View Software Company.
Worker 1# Good morning. My name is Y, how can I help you?
Customer# Hi. I called you couple of time but no one pick up the
phone. What’s going on?
Worker 1# What? We did not hear anything.
Customer# Could I talk with your manager or supervisor.
Worker 1# Yes you are talking. I am manager.
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Customer# cool. Could you please let me know about payroll
software?
Worker 1# Hold on, just wait for minutes.
Customer# ooooooh
After 5 minutes
Worker 1# Are you still in there?
Customer# Yes, I am.
Worker 1# OK. I divert the call to sales department
Customer# Ok, great.
Supervisor comments:
Very poor communication skills. The employee did not respond
properly to the client, making the client aggravated. Moreover, the
employee kept the client waiting for nearly five minutes without giving
the client any helpful recommendations himself.
 Responding to general emails: Send an email to the customer
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regarding price enquiry
Official Format:
Hi [name],
Thank you for showing interest in [our product/service]. By taking this
initial step, you are already well on your way to meeting our
requirements.
For our prospective customers, we [describe a special offer].
[Describe the unique value and benefits of your offer for your
audience.] Please let us know if you would like us to help you find a
[solution]! Give us a call/Email us at [Insert your contact information].
Best regards,
[Your name]
Hi Sir or Madam,
Thank you for showing interest in ours product. By taking this initial
step, you are already well on your way to meeting your
For our prospective customers, we have a good offer within three
years service we will give you 20% off. Please let us know if you
would like us to help you find soluaton for this and Give us a
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call/Email us at ….
Best regards,
Mr. y.
Supervisor Comments:
The employee should take proper care to proofread his or her emails
before forwarding them to the client. This is in the nature of an official
email and should abide by the official guidelines.
 Ordering and maintaining stationary: Check the stationary and order
online
Worker 1# Do you know the how to order stationary?
Worker 2# Yes, I know. Could you please follow my instruction?
Worker 1# Could you please place for today?
Worker 2# Ok. I will
Worker 2 then Check the stationary and take the notes and order
online by their OfficeSoft.
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Supervisor comments:
Worker 1 should mention what are the requisite stationary that needs
to be ordered in order to make the work of Worker 2 more easier.
 Making appointment for sales staff: Make appointment for sales staff to
respective company
Worker 2# Good morning. My name Mr. y calling from Sea View
Software Company want to make an appointment for Mr. Z.
Opposite end# Yes, You can send him during 1-2 pm.
Worker 2# Shut up. That time he will go for launch. Could you look
into another time?
Opposite end# you. What about 4-5pm.
Worker 2# you are idiot.
Opposite end# …Cut the phone line…
Supervisor comments:
Very poor communication skills. No proper manners and ethics. The
employee has no sense of how to communicate properly with another
person. Use of abusive words is strictly discouraged.
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 Data entry
Supervisor comments:
The employee made a call just because he was supposed to; he did
not take any further information or give the client any more details of
how the situation would be resolved.
 Preforming follow up calls to clients to gather feedback on service
received
Worker 2# Good afternoon Sir, I am calling for Sea View Software
Company. This is a follow up call for your feedback. Can you hold a
sec.
Customer# okkk.
Worker 2# Ok sir we already took necessary steps. Thanks a lot, bye
Customer# bye
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Supervisor comments:
The employee made a call just because he was supposed to; he did
not take any further information or give the client any more details of
how the situation would be resolved.
Executive
summary This assignment seeks to discuss the importance of the Training Needs
Analysis and to determine the various ways by which the performance of
the employees can be improved. The assignment further looks into the
case study mentioned above and determines what the various
shortcomings in the employees are and how they can be improved. The
assignment concludes with the significance of the Training Needs Analysis.
Introduction
To execute a work perfectly and flawlessly, there is a need to train the
employees according to the needs of the work. The employers should take
up the initiative to ensure that the employees are given proper training
which will help them to understand what is the work is about, the expected
behaviour from the employees and what are the various targets to be
achieved by the employees. A training is the best way to help mould the
employees according to the desired way of the organizations. Training
needs analysis is a bit different from the initial training provided to the
employees. Training Needs Analysis is a procedure which helps to identify
the gap between the needs of the program and the knowledge of the
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employees. This process helps the employers to figure out a way in which
the gap can be minimised.
Reason to
choose TNA
methods
One of the most important reasons for choosing the Training Needs
Analysis is that this procedure helps to bridge the gap between what is
lacking amongst the employees and what is expected of them. The gap
usually arises due to a lack of the desired communication and skill. One of
the ways in which this can be resolved is by giving the requisite knowledge
and skill to the concerned employees which will help them to improve their
level of performance. The motive of every private organisation is to
increase the production level of their goods and services and to attract a
huge consumer base. The more the number of consumers buy the product
or service, the more the revenue of the organization will increase. This will
lead to the generation of a higher profit margin. All these will only be
possible when the employees are efficient and effective in their execution
of work duties.
Details on
establish gaps in
knowledge and
skills
Employee X has a relatively less gap in knowledge and skill. He knows
what the requisite behaviour in a work place is and has the sense to
behave properly with the customers. He is courteous while answering the
phone, provides logical reasons for any inconvenience cause by the
organisation to the client and has good communication skills. He can draft
a proper email and has the knowledge and skill of how to order stationary
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for the organization.
Employee Y on the other hand, does not have the requisite behaviour
demanded in a work place. He fails to provide any plausible excuses to the
clients for the inconvenience caused, he keep the clients waiting for him
and does not provide any excuses for being late. Moreover, he does not
provide any valuable feedback to the client. Furthermore, the employee
does not have proper communication skills and speaks very rudely to
people over the phone. He however, drafts email properly and has the skill
to restock the stationary.
Details on
gathering
feedback about a
team member’s
performance
Client satisfaction is the primary intention of most of the private
organisations. This helps the organization to retain their customers which
further helps to generate higher profits for the organisations. One of the
most effective way to ensure this is to develop a system of customer
feedback about the employee who has served them. This is usually done
with the help of several mechanisms such as developing a star rating
system. For instance, if a customer is satisfied with the service he or she
has received, he or she might give higher number of stars to the employee.
Details the
sources refers to
in order to source
this information
Ferreira, R. R., da Silva Abbad, G., & Mourão, L. (2014). Training needs
analysis at work. The Wiley Blackwell handbook of the psychology of
training, development, and performance improvement, 32-49.
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Frost, S. (2016). The importance of training & development in the
workplace. Small Business, http://smallbusiness. chron. com/importance-
trainingdevelopment-workplace-10321. html.
Galport, N., & Azzam, T. (2017). Evaluator training needs and
competencies: A gap analysis. American Journal of Evaluation, 38(1), 80-
100.
Larsen, H. H. (2017). Key issues in training and development. In Policy
and practice in European human resource management (pp. 107-121).
Routledge.
Analyse the
feedback from
these sources
and also take
into account
other information
obtained about
their
performance
All of the above mentioned sources talk about the importance and need of
the training needs analysis. Every training should have a system of
evaluation and feedback which will motivate the employees to work harder
and more efficiently. The sources also talks about the necessity of the
employers to put in extra effort to help improve the performance of the
employees, such as, providing them regular incentives for improvement in
their work performance.
Details any other
information could
refer to find out
In order to pin point the exact place where skills gap occur, it is important
to make the employees perform in a real condition based stimulation
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where skill gaps
are
before they actually start working. This will help the employees to know
where the areas where they lack and need improvement. Training is one of
the most effective way to ensure the improvement of the performance of
the employees.
Conclusion
To conclude, it is observed that Training Needs Analysis helps to improve
the work experience of the employees to a great extent. It helps the
employers to understand the places where the employees have a gap in
knowledge and skill. This information will help them to develop a program
whereby the existing gap can be bridged and shortened. This will
consequently help the organization to increase their production and sales
value.
References  www.atic.edu.au
 www.google.com
 www.wikipedia.org
Part B
Using the TNA developed in Part A, you are to conduct a skills analysis on a colleague. Provide the
completed skills analysis as evidence (this will be observed by your assessor)
Part B – Skills analysis
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Scope Who is in
charge of the
process
When to conduct a skills gap
analysis
How to response to
skills gaps
Employee #
1
The
administrative
supervisor
Monthly 1. The employee should
be assessed monthly
and his actual
performances against
the target performance
should be measured.
2. The administrative
supervisor should point
out weak areas which
bring into light the skill
gaps.
3. If the skills gaps can
be solved by taking
one-to-one sessions,
then he must mentor
the employee. If the skill
gaps are large in
number, the
manager/supervisor
must arrange for
training sessions. The
supervisor in order to
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reduce the training cost
and to ensure that the
training does not result
in lowering productivity,
should consult with the
other supervisors
conducting TNA with
their respective
subordinates. Then the
subordinates requiring
training could be
provided training
simultaneously which
would save both cost
and time required.
Employee #
2 The
administrative
supervisor
Monthly 1. The employee should
be assessed monthly
and his actual
performances against
the target performance
should be measured.
2. The administrative
supervisor should point
out weak areas which
bring into light the skill
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gaps.
3. If the skills gaps can
be solved by taking
one-to-one sessions,
then he must mentor
the employee. If the skill
gaps are large in
number, the
manager/supervisor
must arrange for
training sessions. The
supervisor in order to
reduce the training cost
and to ensure that the
training does not result
in lowering productivity,
should consult with the
other supervisors
conducting TNA with
their respective
subordinates. Then the
subordinates requiring
training could be
provided training
simultaneously which
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would save both cost
and time required.
Part C
Relating to the outcomes of Part B, you are to develop a long term learning plan for developing the
skills gaps identified. Your learning plan may include:
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Your learning plan must include a strategy to ensure that it reflects the diversity of your learners needs
You are to hand in your long term learning plan for assessment
Please feel free to talk with your assessor if you require any clarification of these tasks
Evidence summary - you are to
 Prepare and submit a comprehensive Training Needs Analysis as outlined above
 Submit your completed the Training Needs Analysis
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 Submit your long term learning plan
Part C – Learning plan and Session plan
Learnin
g Plan
for new
staff
member
Learning Plan
Name: Name of employee
Date:
Identified need Action
Competency or task
Customer care executive, receiving calls from customers
and selling software on the phone, responding to emails,
management of stationary, obtaining appointment for the
sales staff, data entry and management, making feedback
calls to clients to gain information about customer
satisfaction post purchase of the products and solving
customer queries.
Organisational
objective
Earning maximum possible profit
Identified learning
goal
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
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 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Why is this learning
important to you and
your job?
The learning is important to the employees under question
because they in order to serve the clients satisfactorily
have maintain company and role specific codes of conduct
to achieve high levels of performance. WHS compliance
would ensure that the supervisor is able to reduce
incidences of employee accidents in order to ascertain high
team productivity. Moreover, the individual employees
would require to work and coordinate with the team
members to ensure high employee performance.
How will you
accomplish this
goal?
These goals would be accomplished by training the
employee
How will you
demonstrate that
you have attained
your goal?
The performance of the employees would be measured to
show the success of the training.
Learning Plan
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Name:
Date:
Identified need Action
Competency or task
Customer care executive, receiving calls from customers
and selling software on the phone, responding to emails,
management of stationary, obtaining appointment for the
sales staff, data entry and management, making feedback
calls to clients to gain information about customer
satisfaction post purchase of the products and solving
customer queries.
Organisational
objective
Earning maximum possible profit
Identified learning
goal
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
 Work options and processes
 Team roles and responsibilities
Why is this learning
important to you and
your job?
The learning is important to the employees under question
because they in order to serve the clients satisfactorily
have maintain company and role specific codes of conduct
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to achieve high levels of performance. WHS compliance
would ensure that the supervisor is able to reduce
incidences of employee accidents in order to ascertain high
team productivity. Moreover, the individual employees
would require to work and coordinate with the team
members to ensure high employee performance.
How will you
accomplish this
goal?
These goals would be accomplished by training the
employee
How will you
demonstrate that
you have attained
your goal?
The performance of the employees would be measured to
show the success of the training.
Session
Plan 1 Candidate Name:
Date:
Session Overview:
The employee developed in-depth knowledge of key performance indicators, WHS
requirements and codes of conduct. However, his learning about team roles and
responsibilities were weak.
Topics:
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 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
Performance Criteria:
1. High performance in each of the recognised areas.
2. High ethical standards.
3. High team performance
Aids/Resources:
Training rooms software,
trainers
Websites: Training Props:
Not required
Session
Plan 2
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Candidate Name:
Date:
Session Overview:
The employee developed in-depth knowledge of key performance indicators, WHS
requirements and codes of conduct. However, his learning about team roles and
responsibilities were weak.
Topics:
 Codes of conduct
 Key Performance Indicators
 WHS Requirements
 Negotiated agreement with the individual
 Performance Standards
 Team competencies
Performance Criteria:
1. High performance in each of the recognised areas.
2. High ethical standards.
3. High team performance
Aids/Resources:
Training rooms software,
trainers
Websites: Training Props:
Not required
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ASSESSMENT 2 – STUDENT INFORMATION
Please follow the instruction carefully prior to the commencement of the assessment task.
Following from Assessment 1, you are to follow the implementation of your learning plan with
your learner you were allocated to. This will require you to:
 Encourage your learner to follow their learning plan
 Assist your learner in identifying and applying your chosen learning strategies
 Encourage each learner to continually assess their own competencies to identify their
own learning and development needs
 Determine the type (and extent) of any additional work-based work that is required
 Obtain feedback and continually update / enhance your learners learning program
 Maintain records of your learners progress
Assessment Summary
 Your assessor will observe you implementing the learning plan with your learner
 You are to submit the records of student progress for submission
Observation
Encourage learner
to follow their
The employee should follow the learning plan
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learning plan
Assist learner in
identifying and
applying chosen
learning strategies
The learner should hold meeting with the employees to understand their training
needs and then choose the learning strategies
Encourage each
learner to
continually assess
their own
competencies to
identify their own
learning and
development
needs
The supervisor should encourage every learner to keep a record of their own
competencies and mail productivity sheet daily. This would allow them to
recognise the weak areas. This would motivate the employees to improve their
performances.
Determine the
type of additional
work-based work
that is required
Training
Obtain feedback
and continually
update / enhance
Feedback would be obtained and continuously improve their performances.
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your learners
learning program
Maintain Records
to learner progress
The supervisor should maintain records of the progress of the employees.
Observation
evidences
The supervisor would supervisor should maintain evidences of the
performances of employees
Did the candidate follow all these steps? Yes No Comments
Encourage your learner to follow their learning plan
Assist your learner in identifying and applying your
chosen learning strategies
Encourage each learner to continually assess their
own competencies to identify their own learning and
development needs
Determine the type (and extent) of any additional
work-based work that is required
Obtain feedback and continually update / enhance
your learners learning program
Maintain records of your learners progress
Encourage your learner to follow their learning plan
Comments:
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ASSESSMENT 3 – STUDENT INFORMATION
Please follow the instruction carefully prior to commencement of the assessment task.
For this task, you are required to research and develop a written strategy for a business that provides
for internal staff improvement. This strategy should include:
 A detailed policy and procedure that covers staff development including:
o Identification
o Staff consultation and communication
o Problem identification and resolution
o Record keeping process
o Balance of both work based and structured learning
o Implementation process
o Ongoing evaluations
 A written report that outlines the importance of maintaining an effective learning environment
within an organisation
Be sure to align this process with an industry (service, sales, etc) that you are looking to enter on
completion of this course. If you are struggling to identify a suitable industry, please talk to your
assessor for guidance
This project needs to be presented at an acceptable industry level. This means it should be
comprehensive, and in a format that can be implemented into the workplace
Staff Development
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A detailed policy and procedure that covers staff development
Identification
The present performances of the staffs would be recorded and
assessed.
Staff consultation
and communication The staff would be communicated about their mistakes and mentored on
improving them.
Problem
identification and
resolution
The supervisor must identify the TNAs and take steps to resolve them.
Record keeping
process The supervisor should keep a record of all the process of performance
assessment and training needs analysis of the employees
Balance of both
work based and
structured learning
The supervisor should balance both on-job learning and structured
learning processes. The structured learning would consist of training
and mentoring as and when required.
Implementation
process The management should form policies to assess the training needs of
the employees and provision of regular training to them.
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Ongoing
evaluations The supervisor and the manager should evaluate the performances of
the employees daily. They must record the areas where the employees
aren’t performing satisfactorily. Then they must make a plan to train the
employees.
A written report that outlines the importance of maintaining an effective learning
environment
Executive Summary
It is important to maintain effective learning environment to ensure
employees are able to perform highly. The work environment should be
conductive and encourage the employees to develop their
performances.
Introduction
Effective learning environment is very important to enable continuous
performance improvement.
Way of the
maintaining an
effective learning
environment
1.Contuinuous communication up, down and sideways in the
organisational pyramid.
2. Continuous training and improvement initiatives.
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Student Assessment | BSBLED501
Importance of
maintaining an
effective learning
environment
Motivates employees
Boosts performances
Recommendations Training of employees.
Regular mentoring
Conclusion The management must maintain policies to enforce learning among
employees on regular basis.
References
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Student Assessment | BSBLED501
ASSESSMENT 4 – WRITTEN ASSESSMENT
Student Instructions
Written Assessment
 This assessment will be undertaken in the classroom, under test conditions.
 This is a closed book written assessment
 Time allocated: 2 hours
 Do not cheat during this assessment. If you repeatedly talk, or are caught cheating (which includes copying answers from other
people or sources), you will be removed from the classroom and your assessment will be marked as “incomplete”. This means your
assessment will not be marked, and any opportunity for re-assessment will be subject to the outcome of an Appeal Process
or Disciplinary Hearing.
 Ask your assessor if you do not understand a question. Whist your assessor cannot tell you the answer, he/she may be able to
re-word the question for you
 Reasonable adjustment: If you require any adjustments to accommodate a need in order to complete this assessment, please talk
to your assessor. Arrangements will be put in place to ensure a fair and flexible approach is undertaken for this assessment. Please
note that the range or nature of the adjustment will ensure that the outcomes of the unit are not compromised.
 Re-assessment: If you do not achieve the required standard, you will be given the opportunity to be re-assessed by our Assessor.
Arrangements will be made on an individual basis.
 Feedback: Your assessor will provide feedback to you after the completion of the assessment. Your trainer assessor will also
explain your rights to appeal under the colleges’ appeals process.
Questions
1 Explain what coaching and mentoring is and the differences between the two.
Mentoring is the process in which senior and experience employees provide guidance and advises to
less experienced employees. Coaching on the other hand is the process of training by aiming to
improve certain aspects of employees. Mentoring is less formal and continuous. Coaching is formal
and discontinuous.
2 What are the benefits of having both coaches and mentors in organizations?
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1. Mentoring can help employees to continuously develop their performances.
2. Coaches can aim specific areas of knowledge which they need to improve.
3. Continuous performance improvement
3
List and describe 4 different staff motivation techniques you could put into a workplace to
assist in staff development.
1. Training of employees and team activity.
2. Salary hikes and incentives.
3. Councelling of weak employees.
4. Facilities like work from home
4 What are the importance of feedback forms when evaluating skill development
Feedback enable understanding the actual performance level. They also help to identify areas which
can improved.
5 What learning and development needs may you identify within an organisation (list 4)?
1. The need to increase technological knowledge of employees.
2. The needs to learn new market trends like customer expectations.
6 Detail 4 different learning delivery methods, and their benefits.
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1. Lecture allows employees to develop deep knowledge.
2. Conference benefits employees with skills which the would require to take decisions
3. On-job training enables employees to learn and apply new concepts
4. Classsroom training enables employees to develop theoretical knowledge about products.
7 Describe the benefits of goal setting, along with how you can apply this process.
Goal setting enables employees to measure their own performance and realise their respective
training needs. The employees can apply this process to recognise their weaknesses and obtain
senior support to improve them.
8
In your own words, describe the principles and techniques involved in performance
measurement?
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The seven principles of performance measurement enable employees improve their performances.
The employees should have a clear performance improvement goal, think systematically and the
align their improvements with the needs of the organisation. They should follow the right procedure
which is the fourth principle. They should integrate their improvements with their job responsibilities
and point out the performance gaps. They should finally use the findings of their performance
analysis to collaborate with the superiors to take training and mentoring.
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9 Describe Honey & Mumford’s Activist, Pragmatist, Reflector, Theorist
ACTIVIST:
The employees learn while performing their job responsibilities. They are open to criticism and use these
criticism to improve their performances.
PRAGMATIST
The employees belonging to this category need to align their experiences and learning with the
organisational needs. They require training and mentoring to be able to perform.
REFLECTOR:
The employees belonging to this category learn from their own experiences. They are cautious decision
makers and do not take hasty decisions.
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THEORIST
They use theories and models to learn. They are analytical by nature and depend a lot on logic.
10 Describe the following learning styles
Auditory:
The learners using this style learn by listening. The success of this learning style depend a lot on
the trainers capability to transfer message verbally and the trainees’ capacity to perceive them
appropriately.
Visual:
The visual learning style involves the trainers using graphs, charts, models and presentations to
impart training. This method of learning enables the trainees to develop clearer idea about the
topics of training.
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Kinaesthetic
Kinesthetic style of learning enable trainees by performing the job actions. This process enables
trainees to develop a more in-depth learning since they are able to apply the knowledge as soon
as they learn it.
11
Describe how the management of workplace relationship impacts on the organisations
learning environment
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