Report

Report

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SUBJECT IS HR
It is group report so This my section

(5.0 Hierarchy of Learning Needs)

Hierarchy of learning needs: The hierarchy of learning needs should focus on the individual’s performance gaps that can be remedied with training and the knowledge, skills and attributes that need to be altered so that performance gaps are reduced or ideally eliminated.

you need to turn the( JOB ANALYSIS TABLE ) in file

Appendix A: Job Analysis

Task Area    Sub Tasks    Knowledge, Skills & Attributes Required
1. Drive the Taxi    1.1 Adhere to road rules/conditions    Hold a valid drivers licence
1.2 Ensuring safety    Knowledge of company procedures for safety, security, accidents and emergencies and for threats of physical violence towards a passenger or themselves
1.3 Maintenance of car    Knowledge of car ie. fuel type, tyre pressure, tyre change procedures
Problem solving (ie. being able to figure out what is wrong with the car and fix it)
Communication (ie. being about to communicate to someone what is wrong if they have to get someone else to help)
1.4 Identify major roads, services and attractions    Knowledge of area
Be able to give advice about area to tourists
Be proficient in English
2. Using TaxiCab systems (ie. communication tools/financial transaction tools)    2.1 Operate and identify features of taxi communication systems    Computer literate
2.2 Maintenance of equipment    Problem Solving
Communication (ie. to IT if cannot fix by themselves)
2.3 Operate a taxi meter and calculate fares in accordance with tariff structures and hiring arrangement    Maths
Knowledge of tariff structures and hiring arrangements
Communication with passenger
2.4 Maintain daily records    Organisation skills
Maths (balance end of day cash intake)
3. Customer Service    3.1 Establish contact with customers    Recognise hailing signs
Knowledge of busy times in specific areas
3.2 Present a positive organisation and professional image to customers    Knowledge of area and clientele in area
Communication
Interpersonal skills
Well presented (hygiene etc)
Proficient in English
3.3 Identify and meet needs of different customers    Communication skills to find point of difference
Interpersonal skills
3.4 Deal with difficult customer situation    Knowledge of company procedures related to this issue
Knowledge of laws and regulation related to this issue
Communication skills
Interpersonal skills
Negotiation skills

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