· Answer the following questions about a new employee training program for the position you selected for your final project:
o Needs assessment: What types of issues might indicate a need for training? From what sources would these issues be identified? If you were a training manager, how would you prioritize training needs from these sources?
· The customer service manager reports a sudden increase in calls about poor handling of repeat complaint calls.
· The CEO requests team efficiency training to address the declining numbers of employees attending quarterly pep rallies.
o Delivery: Identify the best method to conduct this training. Is a certification exam required? Will the training be instructor-led, self-paced, or a combination? Explain your answer.
Focusing on delivery considerations, would you use the same methods and requirements for the position directly above this job and the position directly subordinate to the job? Explain your answer.
o Evaluation: How will you evaluate the effectiveness of the training in terms of organizational objectives and limitations?
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