R02 Employee Training and Development
Directions: Be sure to save an electronic copy of your answer before submitting it to Ashworth College for grading. Unless otherwise stated, answer in complete sentences, and be sure to use correct English, spelling, and grammar. Sources must be cited in APA format. Your response should be four (4) double‐spaced pages; refer to the “Format Requirementsʺ page located at the beginning of this learning guide for specific format requirements.
Respond to the items below.
Part A: Needs assessment involves organization, person, and task analysis. Which one of these analyses do you believe is most important? Which is least important? Why?
Part B: Your boss says: “Why do I need to tell you what type of learning capability I’m interested in? I just want a training program to teach employees how to give good customer service. Explain to the boss how “good customer service” can be translated into different learning outcomes.
Part C: If you were going to use online technology to identify training needs for customer service representatives for a web-based clothing company, what steps would you take to ensure that the technology was not threatening to employees?
Part D: Customer service training involves far transfer. What design features would you include in a customer service training program to ensure that transfer of training occurred? What is a curriculum road map? Why is it important?
Please refer to the rubric on the next page for the grading criteria for this assignment.
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