Employee Development and Coaching Training Needs Analysis Report

This report presents a comprehensive training needs analysis for Little Cabin Company, focusing on employee development and coaching. It begins with an overview of the company and identifies concerns related to racial bias and customer service issues. The report emphasizes the importance of training need analysis in addressing performance gaps. It includes an organizational analysis, examining the company's strategy, environment, and resources, followed by a task analysis that identifies target jobs, job descriptions, rating scales, and competencies. A person analysis reveals performance gaps between desired and actual performance, and obstacles to effective performance. The report proposes potential solutions and outlines learning objectives and a training plan to address the identified issues. The report concludes with a discussion of learning transfer issues and non-training issues. Overall, the report offers valuable insights into improving employee performance and customer satisfaction at Little Cabin Company.

Running head: EMPLOYEE DEVELOPMENT AND COACHING
Employee development and coaching
Name of the student
Name of the university
Author note

1EMPLOYEE DEVELOPMENT AND COACHING
Table of contents
About the company..............................................................................................................3
Concern:...............................................................................................................................3
Importance...........................................................................................................................3
Organizational analysis........................................................................................................4
Resources.............................................................................................................................5
Financial resources..........................................................................................................5
Expert...............................................................................................................................5
Place.................................................................................................................................5
Time.................................................................................................................................5
Context climate................................................................................................................5
Training transfer climate......................................................................................................6
Learning culture...................................................................................................................6
Task analysis........................................................................................................................6
Target Job........................................................................................................................6
Rating scales....................................................................................................................7
Competencies...................................................................................................................8
Cognitive Task Analysis......................................................................................................9
Team Task Analysis............................................................................................................9

2EMPLOYEE DEVELOPMENT AND COACHING
Person Analysis...................................................................................................................9
Performance Gap between Actual and Desired Performance............................................10
Obstacles to effective performance...................................................................................11
Potential Solution to the Problem......................................................................................12
Learning Objectives...........................................................................................................13
Training Outline.................................................................................................................13
Reference and bibliography...............................................................................................15
Appendix............................................................................................................................17

3EMPLOYEE DEVELOPMENT AND COACHING
About the company
Little cabin company was developed in the year 2016, which designs the cabin for the
glamping sector. The additional home bedrooms, Lake House, office space, children’s play space
and therapy studios are being constructed by the company (Littlecabincompany.co.uk, 2018).
Analyzing the growth of this organization, it will be identified that the organization helps to
develop the glamping sector business plan and provides the facility to customize the design,
which has made it popular in the market.
Concern:
Analyzing the situation of the company it has been identified that there are large numbers
of challenges are being faced by the company in the current situation. However, racial bias and
lack of proper locational identification, it becomes harder for the customers to abele the services.
Due to increasing customer complain regarding the racial bias, the turnover rate is increasing,
which indirectly influencing the business revenue of the company. On the other hand, it is true
that lack of proper guidance, customers face several issues to find the exact location that impacts
on the business growth.
Importance
According to Goetsch and Davis (2014) Training Need Analysis plays a crucial role with
respect to identifying the gulf between employee training and need for training. This is the
process by following which the issues in an organization can be solved (Dalton & Villagran,
2018). In case of analyzing the issue, the interview has been conducted on the employees and
owner. After collecting the response from the interviewee, the need analysis has been done. In
this study, Little cabin company has been highlighted for the training needs analysis process. As

4EMPLOYEE DEVELOPMENT AND COACHING
the racial bias and lac of activeness of the employees, the rate of profitability, business revenue
and rate of production of Little cabin company is being hampered. Due to the late service and
inactive attention towards the customers, the customer relationship. On the other hand, the
employees of the company give priority to the white people, which has created unhealthy
organizational culture in the workplace. Additionally the study provides the rationale behind the
feasibility of the training program shared which is aimed to improve the organizational
development.
Organizational analysis
Strategy
The aim of Little cabin company is to provide effective service to the customers. The
company plays an important role for helping the customers to customize their own cabin. By
designing effective cabins, it tries to satisfy the customers’ need. Aim of the organization is to
introduce the required attributes in the workplace, so that the employees will be able to perform
well.
Environment
Analyzing the business environment of Little cabin company, it has been identified that
there are many other organization such as Avante developments, Fire Pit fundamentals and
Teacup tiny homes are the major competitors of Little cabin company. As per my understanding
the business opportunities in Canada has brought growth prospects for these organizations.
However, it cannot be denied that the availability of skilled employees are very less in this
sector. Due to lack of innovation and creativity the it has become harder for the organization to
transfer the knowledge in the workplace.

5EMPLOYEE DEVELOPMENT AND COACHING
Resources
Financial resources
It cannot be denied that with the increasing growth opportunities in the Canadian
construction industry, Little cabin company is also growing in the fastest manner. It has
established its moderate financial backup in the industry. However, it cannot be denied that it
needs to focus of increasing its business revenue so that it can recruit large number of
employees.
Expert
In the year 2016, the Little cabin company was established by Firnie. Firnie is the part
owner and resident of the company. Firnie is also the worker and owner of this company and
with the help of 10 employees the business was started.
Place
As it is a small business organization, therefore, it provides its services in all over
Canada. People who want to construct a cabin at their own place can contact with the
organization in its official website.
Time
As it is a family run business therefore, they are available from 9 am to 5pm. On Monday
to Friday.
Context climate
Analyzing the business climate of this organization, it has been identified that aim of the
company is to provide standard quality of deluxe cabins to the customers. Customer safety

6EMPLOYEE DEVELOPMENT AND COACHING
policies are being followed by the organization. Using the peak words and double glazed
windows and doors make the cabins more innovative for the customers.
Training transfer climate
It is true that Little cabin company has positive climate for transferring training. It is true
that during the business seasons it becomes harder for the organization to provide training.
However, it cannot be denied that in order to deal with the enraging issues in the workplace the
training program needs to be developed during the working hours.
Learning culture
It cannot be denied that in the dynamic construction industry, with increasing number of
customers it is very important to develop the business performance so that the company will be
able to generate the business revenue in proper manner. In this situation, surviving in the
competitive market, it is needed to adopt the effective organizational culture.
Task analysis
Target Job
After the interview with Firnie, it has been identified that depending on the business
practices the manufacturing customer handling staffs have been targeted as they play influential
role in developing customer relationship.Job description
Job description:
Employees with effective communication skills and problem solving capabilities will be hired.
Responsibilities
 Understand the needs and demands of the customers

7EMPLOYEE DEVELOPMENT AND COACHING
 Convince the customers for investing for the organizational services
 Analyze the situation to provide effective solution to the customers
 Arrange alternative solutions for the customers against the complain
 Maintaining the string customer relationship
Requirements
 Effective communication skill
 Decision making capability
 Positive behavioral attribute
Rating scales
Employees will be asked for rate their job from 0 to 5.
0-1= not satisfied
2-3= little important
4-5= highly satisfied
Task Importance Frequency
Prepare a promotional page
Attain the customers politely
Convince a new customer for
purchasing a cabin
(Source: Created by author)
Most/least important tasks
Tasks of customer handling staffs
 To listen and answer the quarries of the customers politely
 To understanding needs of the customers and help them

8EMPLOYEE DEVELOPMENT AND COACHING
Most/Least Important and Frequent Tasks
 Proper maintenance of customer relationship by handling their phone calls and emails.
 Develop effective promotional emails for attracting the customers
Feedback on Results
After collecting the feedbacks from the owner and the employees, it has been
identified that that customer handling is very important for developing the proper relationship
with the customers.
Competencies
The customer handling staffs have been divided into different categories, those are as
follows
• Core Competencies:
 Proper interaction with the customers
 Effective listening skills
 Focus on customer satisfaction
• Functional Competencies:
 Working as a team
 Positive and polite behavior
 Effective convincing skill
Job-Specific Competencies:
 Strong decision making capabilities
 Accountability

9EMPLOYEE DEVELOPMENT AND COACHING
 Dedication
 Problem solving skill
Cognitive Task Analysis
The above competencies are needed for the task so that the needs and demands of the
customers can be understood by the staffs so that they will be able to deal with the handle the
customer complains.
 Strong decision making capability
 Skill of problem solving
Team Task Analysis
The responsibilities of the customer handling employees are
 Listen the problem of the customer very carefully
 Develop a proper plan for convincing the customer on that situation
 Report to the owner regarding the issue directly
 Provide the customers satisfactory solutions so that customer relationship can be
maintained
In the team analysis, different competencies needed to be focused. Those are as follows
 Effective decision making capability
 Positive behavior
 Effective communication
Person Analysis
Desired Performance

10EMPLOYEE DEVELOPMENT AND COACHING
It is mandatory for the organization to maintain the standard of performance so that I will
be able to provide effective quality of service to the customers. The company named Little cabin
company is committed with the customers to provide luxury quality of services, due to this
reason it needs to maintain its employee standard.
1. Active participation of the employees:
The employees need to actively attention the phone calls of the customers from the 8 am.
With their positive attitude, the customers can be convinced.
2. Maintaining strong relationship with old customers
Not only the new customers but also it is the responsibility of the customer handling
employees is to maintain the good relationship with the old customers. With this practices the
company will be able to develop the strong customer base in the market. On the other hand, it is
also true that if the strong relationship with old customers can be maintained, they will convince
their friends and families to abele the service of the organization.
3. Developing the promotional emails
It is also important responsibility of the customer handling team to regularly change the
pictures in the official site of the company. Different discount offers are being introduced
through company websites and emails.
Performance Gap between Actual and Desired Performance
It is very important to identify the gap between the desired and actual performance so that
it will be beneficial for the organization understand if it is growing or not.
1. Active participation of the employees:

11EMPLOYEE DEVELOPMENT AND COACHING
Analyzing the internal situation of the organization it has been identified that the
customer relationship is not properly being handled by the customer handling team. Due to their
rude and unprofessional behavior, the number of customer complain has increased. On the other
hand, it has been identified that the customer handling team do not work for the entire shifting
hours. Some of the cases they do not even receive the phone calls.
2. Maintaining strong relationship with old customers
As the study has already discussed that it is very important for every organization for
maintaining the good relation with both the new and old customers. However, it has been
identified that if the old employees call for the service they are being asked to again register their
name. On the other hand, none of the records regarding the projects and designs are not being
maintained properly. As it cannot be denied that it is a developing organization and due to this
reason, different types of technological errors create trouble for the customers to find the
location. In this situation when the customers ask for location, the employees do not entertain
them, which create the dissatisfaction.
3. Developing the promotional emails
It is also important responsibility of the customer handling team is to maintain the
promotional activities properly so that large number of customers can be attracted. However, due
to lack of efficiencies and proper behavioral skills the customers face various challenges in the
workplace. On the other hand, some of the cases they give priority to the white people regarding
the discount offers that create discrimination in the workplace.
Obstacles to effective performance
1. Lack of skills: