May 18, 2019
The lack of training is the primary purpose for conducting this needs assessment. The lack of well competent employees has resulted in poor clients’ services and the diminution of fiscal performance. The management team does not offer the required training to employees who interact more with customers. The need assessment at this moment targets more training sections are provided to ensure workers provide excellent services to clients and stop the current performance by implementing the techniques they learn from those pieces of training (Ashley, 2019).
The required performance Is to ensure that employees understand how to implement customer engagement technique, through delivering effective client interaction methods. To solve the lack of training problem, all employees should understand how to create trust, have respect, and confidence when they engage with customers. Employees should also value customers’ opinions and listen to them thoroughly. Through the application of these current training skills, clients will feel encouraged, engaged, and secure when interacting with employees.
This problem is an organization-wide since it affects the entire institution fiscal performance, and all employees need these training equally to prevent the problem from reducing the profit of the business. In solving the problem, each member of the organization must be involved entirely. If they fail, more problems will continue impacting the entire institution. Moreover, institution initiative develops this kind of problem since they do not offer suitable training to workers annually, and they do not monitor the progress of activities carried out by workers. Problems can be associated with ignorance of organizational initiatives because they do not play their duties responsibly. The gab of lack of training is associated with individual performance issues because it concentrates on employees who always interact with clients by offering them poor services. It is also an individual performance problem since it involves first understanding the skills, competencies, and abilities of the employees in understanding the new techniques (Explorance, 2013). Through the assessment, it is essential to point out which workers within the institution need pieces of training depending on the problem they cause. However, workers engagement practices will be suitable for this assessment since workers should have the best skills to solve performance issues.
Solving lack of organizational training gap can be through ensuring adequate training exercises are conducted to the specific individuals to help accomplish the expected outcomes. The practice is not enough in accomplishing the organization mission, and therefore other practices like monitoring work progress, introducing employees exchange visits where they can learn how other organization workers engage with clients, giving subsidies, and motivating workers can back the expected outcome. Therefore, the organization management team should learn how to improve their employee morale to motivate them in perform their duties effectively (Mike, 2018). However, the problem is not associated with job design because if all workers in an organization are not trained annually, they end up not delivering proper practices in their different fields. Additionally, some of the methods which can be employed to gauge workers performance include checking their regular personal actions. The methods could be vital in understanding the habits which can influence the desired outcome. For example, actions like gossips, not listening to clients’ opinions, lack of trust should be monitored regularly since they can discourage and disrupt customers affecting performance. Observing employees’ attitude can also be applied to gauge employees’ performance because when an employee has a bad attitude cannot interact well with customers and offer proper practices. The behavior of the employee indicates poor performance when engaging with customers.
Conducting customers surveys can be used to determine employees’ performance because clients will be able to convey the problems, they face from the employees who serve them, and what they expect done to them. Conducting random surveys like checking records of workers can also help measure their performance. However, these reviews should be evaluated after a specific duration to offer a real picture of what negative actions or performances done by employees which be corrected to ensure excellent performance is maintained.
Lastly, the quality of services offered by employees can be used to gauge their performance since well-trained workers should deliver quality services to clients and satisfy needs. Poor performing workers offer poor services and never satisfy customers, thus forcing them to never buy from the organization again (Kurt, 2014). Lastly, performance criteria are suitable in need assessment since an organization can determine if its outcomes are measurable since it is essential to make sure that the data, they gather from different clients at distinct durations is dependable and comparable. However, monitoring employee performance can assist the organization management team to agree on whether their training applications have helped solve the problem. Also, the performance criteria are appropriate since one can measure the outcomes of the organization to know whether the training practices were appropriately applied and helped accomplish the desired outcome. It also shows if the sets objectives where attainable after the suitable training was done. Attainable also indicates what form of changes should be conducted to help accomplish the needed result through the collected data (Dennis, 2014). In summary, lack of training can be solved through carrying out training which can help workers improve how they engage with clients and through it and other additional ways, an organization can solve the issue and accomplish the desired outcome
Ashley Donohoe, (2019) The Effects of Lack of Employee Training | Bizfluent. Retrieved April 25, 2019, from https://bizfluent.com/info-8454475-effects-lack-employee-training.html
Dennis, (2014) a good start with S.M.A.R.T. (indicators).Retrieved October 22, 2014, from https://www.linkedin.com/pulse/20141022071803-18927814-a-good-start-with-s-m-a-r-t-indicators
Explore, (2013) Three Assessments to Identify Your Organization’s Training Needs | Explorance. Retrieved August 7, 2013, from https://explorance.com/blog/three-assessments-to-identify-your-organizations-training-needs-2/
Kurt, (2014) 7 Easy Ways to Measure Employee Performance – ERE. Retrieved June 24, 2014, from https://www.ere.net/7-easy-ways-to-measure-employee-performance/
Mike, (2018) How To Establish A Culture Of Employee Engagement. Retrieved January 4, 2018, from https://www.forbes.com/sites/mikekappel/2018/01/04/how-to-establish-a-culture-of-employee-engagement/#2be1e118dc47