Free Training And Development Essay Sample

Type of paper: Essay

Topic: Organization, Workplace, Training, Employee, Customers, Services, Customer Service, Ambassador

Pages: 3

Words: 825

Published: 2021/01/01


Human resource training and development depends on effective information emanating from the employees in the organization. As such, inculcation of a plausible needs analysis is imperative towards ensuring effective information acquisition for plausible outcomes. Thus, this paper will evaluate human resource training and development through the use of needs analysis as per the case questions.

Questions you would use in undertaking:

Organizational analysis
Business operations depend on effective understanding of the operational policies and operational mandate. Thus, from the analysis of the organization, the diverse imperative questions include:

What are the expectations of the organization from their customer service representatives?

Where does the organization expect the customer service representative employee to work?
How will the organization employ hire and select the customer service representative?
How much is the organization willing to pay the customer service representative?
What will be the holistic effect of the customer service representative?
Through the analysis of the expectations in an in-depth mandate the organization can evaluate extensively the diverse roles of the customer service representatives. Ensuring plausible comprehension on where the customer service representative will be set is significant for better outcomes.

Job analysis

Job analysis denotes an evaluation of the employment position of the customer service representative. Thus, the diverse questions that are imperative towards the inculcation of a customer service representative include:

Is the employee good ate efficient and courteous service?

Can the individual provide pricing and delivery of information?
Would the individual receive, answer, question and manage complaints in the set guidelines?
Can the individual operate the computer terminal effectively?
Can the individual perform word processing and other related clerical responsibilities?
Individual analysis
An individual analysis entails an evaluation of the potential candidate in the recruitment and selection process. As such, from the analysis of the customer service representative, the most imperative questions in the process of evaluation of individual needs include:

What kind of training would you recommend to an individual commencing a job similar to yours?

Would enhancement or further training help you currently?
If you require training, which kind would you like?
In your opinion, does the organization offer:
Excessive training
A plausible mix of training
Wrong type of training
Little training
Excessive formal training but little on-job training
Any advice on how the organization can make improvements on the training program
How you will use your survey (individual interviews, focus groups, and self-administered questionnaires)? You may administer different parts of the needs analysis to different groups or use different methods
The use of the diverse methods of survey is highly significant towards sustenance of information access on the training needs of the organization. Accordingly, the use of the administered survey is imperative to determination of the:

Benchmarking performance processes

As a proper tool in measuring performance, benchmarking is directed towards an evaluation of the varied organizations within similar industry in regards to their performance mandate an organizational needs analysis is imperative towards implementation of the benchmarking process. Through benchmarking of performance, the company is bound to measure the performance targets that should be met
Explain your reasoning for why you will collect data in this way. What are the advantages and disadvantages of the different methods?

Self-administered questionnaires are highly effective towards comprehending the needs of the employees due to the following advantages and disadvantages:

Questionnaires are highly fast and efficient for the organization. As the individual human resource trainer, implementing questionnaires will focus on employees answering the preset questions which are faster.
Questionnaires offer a wider scope of information access to an organization pertaining to the employees. Implementation of questionnaires ensures that an organization can pose numerous questions which are answered in a credible manner.


Implementation of the questionnaire approach results into biased response from the respondents in the organization due to the prospect of employees fearing reprimand. As such, employees that fear the management won’t answer in a truthful manner

Why would a human resource development specialist conduct a need analysis?

A need analysis is highly effective towards determination of the most plausible assessment and training process of the employees and feedback management. As such, a human resource development specialist can use the need analysis in order to determine how the following approaches can be used in training of employees:

In-house training

At the organization, in-house training can be inculcated through stating clear courses that organizational staffs have to learn and conform to the stipulations (Jones & George 2010). As a novel example, an organization can inculcate a new intranet that the employees have to comprehend and learn effectively on how it is used.


Conferencing, in reference to Halldorsson (2011) is extensively advisable for the organization due to the emergence of networking of employees from diverse organizations. As such information obtained from the internal analysis, human resource development specialist can determine how conferencing can generate an avenue to enhance competency and performance.

Blended learning

Halldorsson (2011) asserts that blended learning emanates from internal and external need analysis learning mechanisms available to an organization. Halldorsson (2011) further states that e-learning through need analysis can enable employees to make greater strides in career growth within a highly flexible prospect.


Greenberg, J. (2011). Behaviour in organizations (10th Ed.). Upper Saddle River, NJ: Prentice Hall.
Guit, R., & Sijde, N. (2009). Managing your competencies: Personal development plan. London: Routledge.
Halldorsson, F. (2011). Leadership style, employee job performance, and organizational outcomes. Chicago: ProQuest.
Hannagan, T. (2007). Management Concepts and Practices, Harlow: FT Prentice Hall.
Iqbal, T. (2011). The impact of leadership styles on organizational effectiveness. Munich: GRIN, Verlag.

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