Essay HRMD 610
This document is an outline of a Needs Analysis solution for CIGNA. It has been designed to offer solutions for the Target population of Customer Service Representatives. Following are the proposed learning theories that will be applied to this particular job group. Because the customer service representatives are of a mixed age group we will be using 2 theories in particular: Adult learning Theory and Needs Theory. According to Noe (2013) Adult learning Theory is basically a theory that explains how adults learn and the Andragogy is the “value process of learning” There a 6 principles on how adults learn which are: adults are normally self-directed, life experiences and knowledge can be apply to learning situations, adults are goal oriented, content needs to be relevant and practical and adult learners value respect among all. The reason we will like to use this theory in the training session is because adult learning theory emphasizes in the collaborative and problem based nature of the learning process and it also emphasizes the facilitator-students relationship making it feel more leveled (Merriam, 2001) The teacher is there to facilitate the information to the student and the second theory that we will be using is Needs Theory. This theory assumes that behavior is learned if the trainer points out to the trainee ways in which the training meets their needs (Noe, 2013). According to this objective the lead or manager’s job is to be able to identify what the employee’s needs are and make sure that the employee’s working conditions meet those needs in order to be successful in the job. To be able to transfer the learning process into the trainee, student needs to understand the expectations and how it will meet their needs. I the training address how this need is met; it may be more effective in its goal to increase trainee 's ability to learn (Ryan & Deci, 2008) In order to train this specific group we have developed 4 learning program
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