Question

You work in an organization that focuses on wine sales and marketing. Recently,
there have been a number of complaints about a particular customer service
representative in terms of accuracy of wine knowledge shared with customers and
timeliness of work orders. Complete the four steps in the systems approach to
training and development. Specifically, consider these questions: (1) How will you
determine whether training is the answer? (2) What is a possible learning or training
objective you could identify? (3) What methods would you use to implement
training? (4) How would you evaluate if the training was effective?

Answer 1

(Note: In the following answer the process of system approach is explaned with the help of given case)

System approach to training and development of cutomer service representative, considering following four points as suggested in the given question:

(1) How will you determine whether training is the answer?

Ans:

Analyze the needs of your audience.

The ADDIE approach is an orderly process to help you work smarter and train better. The first phase of the process is analysis. In the analysis phase, look at the situation and the needs of the participants to determine what each specific training must include. In a given case cutomer service representatives need training for accuracy of wine knowledge shared with customers and timeliness of work orders.

The analysis can be done with the help of written surveys of all participants and thorough document reviews. On the other hand, it can be as simple as a few phone calls or informal questions asked of the likely participants.

The key benefit of a successful analysis phase is ensuring that every training session you offer meets the needs of the target audience. Additional benefits include:

• Ability to engage your audience and build investment prior to the training
• Increased attendance at trainings because the sessions are relevant to participants’ needs
• Deeper trust between the training organization and participating organizations

(2) What is a possible learning or training objective you could identify?

Answer: In this case, The design phase will help, which involves involves building the skeleton of your training. In this phase you determine many elements, including:

• Educational objectives (determined, in part, by results from the analysis phase)
• Training title
• Training structure and outline
• Brief description of the training
• Method of delivery (in-person or virtual classroom)

There is significant overlap between the analysis and design phases and the steps needed to create the training plan. However, it’s still important to be intentional when thinking through the design for each individual training. The benefits of a successful design phase include:

• Identification of the core learning objectives and purpose of the training
• Careful thought about the specific components of a training session prior to engaging in detailed development

(3) What methods would you use to implement
training?

Answer: In this phase, a skillful trainer engages the participants and brings the lesson plan to life. As the training is conducted, the participants gain practical information that they can practice and apply in their workplaces. This can have a significant positive impact on their organizations. The trainer should be an instructor, guide, coach, and/or facilitator. Trainers need to be familiar with adult learning principles and should review them before entering a training session to best incorporate them into their facilitation. When implementing the training session, it is important to prepare participants by helping them identify their own personal learning goals and by helping them be “present” for the experience.

Presenting new information is critical to implementing a session. Lecture can be effective if you actively elicit group participation or stop every 10 minutes and instruct participants to share their thoughts and questions in pairs or small groups. Otherwise, it’s best to use more engaging and interactive forms of presenting new information. Ideally in the development phase, you’ve identified several methods and activities for presenting new information. The trainer’s goal in the implementation phase is to use methods that the participants will be most responsive to.

The benefits of well-implemented training include:

• Learners who remain engaged throughout the session
• The sharing of knowledge and skills that learners can apply in their workplaces
• Satisfied participants and community organizations

(4) How would you evaluate if the training was effective?

Answer: Although evaluation is the last phase of the ADDIE process, it actually occurs at every point along the way: analysis, design, development, during implementation, and after implementation. In the early phases, you’re evaluating the work you’ve done and your preparedness to move into the next phase.

The design phase is when an employees identify the intended outcomes of the training session and their indicators. This is the best time to ask how you will know whether the learning objectives have been met and what kind of impact the session has had on participants’ behaviors.

During implementation, evaluation of the participants’ knowledge and body language and adapting session as it goes to meet their needs. Trainers often ask learners to reflect on the impact and quality of the training at the end of the session through an evaluation form. This is one way to measure whether you met the objectives of the session.

And finally, after implementation, evaluating whether the session led to changes in behavior for the participants. Great training organizations check back to see how these changes in behavior have affected the organizations, their practices, and their outcomes.

There are many benefits to evaluation, which include:

• Targeted and engaging training
• Improved services offered by your organization
• Ability to prove training impact and gain funding