HR Training Class
As organization is focusing more on quality improvement has led to a greater emphasis on customer relations and customer service. Customer service is important and it has a significant impact on the success of the business in every industry. People skills are the foundation for good customer service. These skills include interpersonal relations, problem solving, team work and leadership. Employee selection is not always the most effective way to improve productivity in situations where there is only a few applicants competing for a large number of openings, or a business involves only easily learned tasks (Brown, 1996). When a company encounters these type of situations, training is required instead of selection techniques showed be the focus. When employees interact with customers they are representing the organization and each customer’s perception of the quality of that interaction can influence the customer’s opinion of the organization and its products or services. Determining the needs of employees within an organization, assisting managers and filling vacant positions are significant aspects of human resource management processes. The correct numbers of employees that have the necessary training, in the right positions to meet its sales goals for the new products are essential in a viable organization (Kusluvan, 2003). Organizations must complete job analysis to identify the skills needed for each job. The job description explains the knowledge, skills, and abilities required to fill the various jobs as spelled out in job specifications. The main objective of a needs assessment is to answer common questions such as who, when, where and why. Conducting a need assessment protects the assets of an organization and it is also an opportunity to initiate the conversation for proper utilization of resources that have been set aside for training. A need assessment also helps in identifying whether training is the ideal solution to a performance
References: Altschuld, J.W., & White, J. L. (2010). Needs assessment: Analysis and prioritization. Barbazette, J. (2006). Training Needs Assessment: Methods, Tools and Techniques. San Francisco: John Wiley & Sons. Brown, M. G. (1996). Keeping Score: Using the Right Metrics to Drive World Class performance Kusluvan, S. (2003). Managing Employee attitudes and Behaviors in the Tourism and Hospitality Industry Lelan, K. & Bailey, K. (2006). Customer Service for Dummies. Third Edition, India: Wiley Publishing, Inc. Rossett, A. (1987). Training Needs assessment. New Jersey: Educational Technology Publications, Inc. Tobey, D. (2005). Needs Assesment Basics: A complete, How-to Guide to Help you: Design Effective on target training solutions, Get support and ensure botton-line impact