Question

An advertising executive has asked you to train her employees to improve their presentation skills. After conducting a needs assessment, you determine that many of the agents never had a college course in presentational speaking. Which methods might you use to reach this goal?

Raul works for a local call center that takes customer service calls for a cell phone provider. After six months as a team leader, he noticed the new employees struggling to keep up with the call center volume. At the same time, the company raised the prices of phone plans, which resulted in higher numbers of complaint calls. Raul felt that further training in customer service might help. He is meeting with his supervisor to present a proposal to assess the needs of his call agents. What should Raul include in his needs-assessment proposal?

Continuing from the previous question, assume that Raul performed the needs assessment and found areas that need improvement, such as conflict management skills. What should he include in his training proposal?

Answer 1

Answer = The first method that can be used is ice breaker so that the nervousness of the employees can be overcome as a more comfortable environment will be created in which the employees can speak and express themselves in the presence of others

Then I will provide them the information about public speaking and how to improve public speaking skills. Then I will ask them to come forward and speak on any topic in front of the managers and unknown employees to boost their confidence

Answer= The need assessment must include the reasons behind the facilitating of training to the new employees. He should include that the increased traffic of the calls cannot be handled with the current skill level of the new employees and it will result in greater cost to the company. Then he can propose some of the methods of training that can be used to provide better exposure to the employees

He must focus that the main need of the training is to improve the skills of the new employees to handle more call volume

Answer= The training proposal must include the title, training objectives, purpose, stakeholders, and detailed training elements such as the time duration of the training session, description of the training modules, method of training, and content of it. In the end, Rahul can provide the ROI and CBR report so that the top management can understand the importance and return expected from the training