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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Student Assessment | BSBLED501
- 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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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Student Assessment | BSBLED501
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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