2

Exercise 1
Imagine you are the managing director of a
full service restaurant. One day you receive a
complaint letter from a guest reporting s/he
was not satisfied with the follow up regarding
their criticism of being overcharged in one
of your restaurants.
Why was the complaint made?
Is there a training need?
3
Importance of Training
Maintains qualified products / services
Achieves high service standards
Provides information for new comers
Refreshes memory of old employees
Achieves learning about new things; technology,
products / service delivery
Reduces mistakes - minimizing costs
Opportunity for staff to feedback / suggest
improvements
Improves communication & relationships - better
teamwork
4
Benefits of Training
Most training is
targeted to ensure
trainees learn
something they
apply to their job.
5
What is Training?

Training is a systematic process through
which an organizations human resources
gain knowledge and develop skills by
instruction and practical activities that result
in improved corporate performance.
6
Differences between Training,
Education & Development
Training is short term, task oriented and targeted
on achieving a change of attitude, skills and
knowledge in a specific area. It is usually job
related.
Education is a lifetime investment. It tends to be
initiated by a person in the area of his/her interest
Development is a long term investment in human
resources.
Before choosing a training method, it is
important to determine:
what type of training is necessary, and
whether trainees are willing to learn
8
The ASK Concept
If we follow the GAP concept, training is simply a
means to use activities to fill the gaps of
performance between the actual results and the
expected results.
This GAP can be separated into 3 main themes
1. Attitude
2. Skills
3. Knowledge
9
3 Reasons to Consider Conducting
an Internal Needs Analysis
1. Employee obsolescence/out-dated
Technical advancements, cultural changes, new
systems, computerization
2. Career plateaus
Need for education and training programs
3. Employee Turnover
Development plan for new employees


10
Exercise 2
Rank ASK by difficulty to develop in people

Attitude
Skills
Knowledge

Easy
Moderately difficult
Most difficult


11
Five Principles of Learning in training
Participation: involve trainees, learn by doing
Repetition: repeat ideas & concepts to help
people learn
Relevance: learn better when material is
meaningful and related
Transference: to real world using simulations
Feedback: ask for it and adjust training
methods to audience.
12
A Systematic Approach
to Training
Key Concepts in Preparing a Training Plan
Before you train and develop people identify
what:
They must know - before they can perform job
They should know - to improve performance
Would be nice for them to know but not
necessary to perform duties.

13
Model of the Training Process*

Assessment Stage Training Stage Evaluation Stage
Organizational
Needs Assessment

Task Need Assessment
Development of
Training Objectives
Design & Select
Procedures
Measure Training
Results

Development of
Criteria for Training
Evaluation

Train

Compare Results to
Criteria
Feedback
*Goldstein, I. (2002) Training in Organizations 4
th
Ed.
Causes and Outcomes of
Needs Assessment
Reasons or Pressure Points
Outcomes
What is the Context?
Legislation
Lack of Basic Skills
Poor Performance
New Technology
Customer Requests
New Products
Higher Performance
Standards
New Jobs
What Trainees Need to
Learn
Who Receives
Training
Type of Training
Frequency of Training
Buy Versus Build
Training Decision
Training Versus Other
HR Options Such as
Selection or Job
Redesign
How Training Should
Be Evaluated
Who Needs the
Training?
In What Do
They Need
Training?
Organization
Analysis
Task
Analysis
Person
Analysis
Needs assessment involves: (1 of 2)
Organizational Analysis involves determining:
the appropriateness of training, given the business
strategy
resources available for training
support by managers and peers for training

Task Analysis involves:
identifying the important tasks and knowledge, skill,
and behaviors that need to be emphasized in training
for employees to complete their tasks
Needs assessment involves: (2 of 2)
Person Analysis involves:
determining whether performance deficiencies result
from a lack of knowledge, skill, or ability (a training
issue) or from a motivational or work design problem
identifying who needs training
determining employees readiness for training
Key Concerns of Upper- and Midlevel Managers and
Trainers in Needs Assessment
Upper-Level Managers Midlevel Managers Trainers
Organizational
Analysis
Is training important to
achieve our business
objectives?
How does training
support our business
strategy?
Do I want to spend
money on training?
How much?
Do I have the budget to
buy training services?
Will managers support
training?
Person
Analysis
What functions or
business units need
training?
Who should be trained?
Managers?
Professionals?
Core employees?
How will I identify which
employees need training?
Task Analysis Does the company have
the people with the
knowledge, skills, and
ability needed to compete
in the marketplace?
For what jobs can
training make the biggest
difference in product
quality or customer
service?
What tasks should be
trained?
What knowledge, skills,
ability, or other
characteristics are
necessary?
Needs Assessment Techniques
Interviews
Focus
Groups
Documentation
Observation
Questionnaires
Advantages and Disadvantages of Needs
Assessment Techniques (1 of 3)
Technique Advantages Disadvantages
Observation Generates data relevant to
work environment
Minimizes interruption of
work
Needs skilled observer
Employees behavior may be
affected by being observed
Questionnaires Inexpensive
Can collect data from a large
number of persons
Data easily summarized
Requires time
Possible low return rates,
inappropriate responses
Lacks detail
Only provides information
directly related to questions
asked
Advantages and Disadvantages of Needs
Assessment Techniques (2 of 3)
Technique Advantages Disadvantages
Interviews

Good at uncovering details
of training needs
Good at uncovering causes
and solutions of problems
Can explore unanticipated
issues that come up
Questions can be modified

Time consuming
Difficult to analyze
Needs skilled interviewer
Can be threatening to SMEs
Difficult to schedule
SMEs only provide information
they think you want to hear
Focus Groups
Useful with complex or
controversial issues that one
person may be unable or
unwilling to explore
Questions can be modified
to explore unanticipated
issues
Time consuming to organize
Group members provide
information they think you want
to hear
Status or position differences
may limit participation
Advantages and Disadvantages of Needs
Assessment Techniques (3 of 3)
Technique Advantages Disadvantages
Documentation
(Technical Manuals
and Records)
Good source of information
on procedure
Objective
Good source of task
information for new jobs and
jobs in the process of being
created
You may not be able to
understand technical language
Materials may be obsolete
sjcc\Training Needs Analysis.mp4