This is a very simple and short case study I experienced a few months ago in the Middle East.
I was called in for a meeting with the Business Head of a department in my organization. After the courteous exchange of formal greetings, I was asked to identify a training solution for members of his team as the department was facing major errors and customer complaints.
Apparently by the time I finished with the TNA, it was obvious from the results that there was a communication gap between the managers, supervisors and team members due to frequent changes in the process. TRUST was at an all time low.
Having identified the issue, I designed a set of training modules that addressed the Managers, Supervisors and Team Members in three different phases. The training modules focused entirely on Communication, Transfer of Learning, Teamwork and Process Improvement.
Pay Off from the training
- Better communication in the team
- More trust within the team members
- Timely knowledge sharing
- Adherence to the process
- Fewer errors
- Happier customers
- And a much happier Business Head
Three key elemens
I have mentioned briefly in the Programs section about this.
Whenever a training project comes to my desk, I follow the golden rule of questions. Questions are very important to define:
- The needs analysis of a training program
- The purpose of the training
- The outcome of the training
- More questions
Having good answers to good questions is the basic foundation when developing any training program. If you don’t have the answers, you surely will not know where to start.
Depending on how structured the Training Needs Analysis (TNA) is, you can get a complete insight on the real issues that an individual may be facing on the job. With a good TNA approach you can identify:
- Skills gap
- Cost involved
- Performance or Behaviour issues
- Application of the correct training solutions
Therefore, for a training to have the correct outcome, a TNA has to be structured around 3 key elements.
Organization - Customers - Employees
Is it always required? - Maybe Not. Is it worth the effort? - Definitely