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Needs Analysis
A needs assessment is the
process of identifying
performance requirements and
the "gap" between what
performance is required and
what presently exists.
What Is a
Training Needs Assessment (TNA)?
• A TNA is the process to determine whether training to
address a performance gap is necessary.
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1) Organizational Analysis
2) Task Analysis
3) Person Analysis
Organizational Analysis
• Identifies what types of training may be needed
for large segments of the organization
– New products/services
– Changes in laws or regulations
– Introduction of new technology
• Assess the organization’s objectives and gaps in
knowledge or skill that may prevent the
accomplishment of the organization’s goals.
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Organizational Analysis
• Assess organizational training implications
across a variety of levels and functions within
the organization due to the introduction of new
computer hardware and software to perform
previously nonautomated tasks.
• Determine changes in management
techniques, equipment, or tools needed to
implement a new “focus on customer service.”
• Gain information on how well customer
requirements are currently being met
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Person Analysis
• Identifies specific individuals who lack
knowledge or skill
• Identifies if the individual has the ability
and motivation to learn
• If the individual lacks ability and/or
motivation, the organization must seek
other solutions such as reassignment or
termination
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Response to exercise
• Accidents report • Staff discipline report
• Sick leave report • Staff enquiries &
• Product quality control complaints
report • Customer complaints
• Wastage report
• Quality of product
• Efficiency report report
• Machinery out-of-
order report • Market needs & trends
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Interview Method
• Face-to-face interviews allow you to explore topics in
depth, probe answers and follow up new information.
Such interviews are usually 'semi-structured', so
although you cover key areas, there is no formal list of
questions.
• Both face-to-face and telephone interviews are also
useful when you need more background information
about an area. Imagine that customer complaints have
risen and you are wondering if the call centre staff
require more training. In-depth interviews will help you
explore the reasons for the complaints, current working
practices and skill gaps
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Benefits of interviews:
Not much material is required other than the observers
Inexpensive to conduct
time and the interview plan
Limitations of interviews:
Not much material is required other than the
Inexpensive to conduct
observers time and the interview plan
Watch the participants body language to
Interviewer can clarify questions determine if they understood what you were
asking
Variety of perspectives can be Probing for understanding is possible during an
elicited interview
Can be very useful way to build
rapport with Be open to what they have to say
audience/participants
Probing further when an interesting point is made
Can generate broad and deep data
allows you to vary your approach and explore
about system
ideas you had not considered
Watch the interviewee’s body language for
Interviewer can receive additional
understanding, interest, restlessness, etc. Tailor
information in the form of
your interview appropriately to gain the most
nonverbal clues
information possible while maintaining rapport
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FOCUS GROUP
A focus group is an interactive exchange
between a interviewer/facilitator and a group
of people. Typically the discussion is guided
by the facilitator according to a preplanned
set of questions.
Focus groups are also useful when an in-
depth exploration of an area is needed.
Focus groups typically involve 8-10 fairly
homogenous people (e.g. with similar roles).
Information from focus groups can be used as
the starting point for a well-designed wide-
scale TNA survey.
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Observation
The value of workplace observation is that
it captures the real picture. Compared
with other data collection techniques,
observation is expensive and time
consuming and it is important that the
observer remains in the field long enough
to have observed 'normal' activity. The
observer should be experienced and
ideally a subject-matter expert.
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Works best with specific When observing a process with variable tasks
skill-based tasks it can be hard to figure out when a step has
been missed or a wrong decision is made.
The observer can follow When observing a specific skill based task the
action at different points observer can figure out when a step has been
in the system missed or a wrong decision is made.
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Questionnaires
• Questionnaires Are A Survey Instrument
Through Which Individuals Respond To
Printed Questions.
• Questionnaires are probably the most
widely used method of conducting TNA.
As with all approaches, they offer both
benefits and limitations.
Benefits of Surveys:
Easiest to quantify the data Data easily summarized and reported
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Survey limitations.
Limited provision for Insert comment boxes after questions that may have
unanticipated responses unanticipated answers so that participants can list these.
In general people can express
Provide a contact name and number for participants who
themselves better orally than
want to express themselves further
in writing
Low return rates which can Introduction letter can reduce this impact. Phone calls to
skew data priority participants can increase the return rate.
Difficult to get at root causes Insert comment boxes after questions that may have
or possible solutions unanticipated answers so that participants can list these.
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INTERVIEW
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INTERVIEW BENEFITS…
Reach a large number of Calling a list of stakeholders can take only a few
people in a relatively short minutes per call depending on the length of the
time survey
Relatively inexpensive (can
Survey must be well designed to assure
be done with trained
consistency
volunteers)
Data easy to summarize
Answers can be entered directly into a data base
and report
High level of return Reach most of the people on your list
LIMITATIONS OF INTERVIEWS…
Little provision for free
expression or unanticipated Leave space for comments on most questions
responses
People tend to want to get the Develop questions that will ask the same thing in a
“right” answers different way to get at the opinion
People will use opportunity to Train the interviewer how to handle this by moving to the
vent or describe their issues next question and noting their concern
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Tests
• A test means simply an exam that
assesses knowledge or skill level.
Tests are sometimes used in TNA.
Multiple-choice tests are often quick
and easy to administer. However, the
results are only as good as your test,
and test development requires
expertise
Benefits of tests
Helps participants
When participants notice they
recognize a problem
cannot answer a question it may
or a deficiency in
point to the need for training or tools
knowledge or skills
Individual
performances can Especially on standardized tests such
be easily compared, as multiple choice tests, results can
and results are be reviewed quickly
easily quantified
Easily seen as job Many vocations require regular tests
related and assessments
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LIMITATIONS OF TESTS…
Limited availability of Tests that have been field tested for reliability
validated tests for may not be available for the specific task or
specific situations skill being tested
Does it test knowledge and skills actually
Validity issues
used on job?
Language or vocabulary Use of jargon or poorly worded questions can
can be an issue skew results
People can be very
Respondents might fear poor performance on
concerned with how test
a test might be cause for disciplinary action
results will be utilized
Results can be influenced Adults sometimes resent taking tests, which
by attitudes typically have a negative connotation
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Never 12
10
Monthly
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Weekly 6
Daily 4
2
0
Select best
solution(s)
Implement
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TRAINING CYCLE
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