Get Instant Help From 5000+ Experts For
question

Writing: Get your essay and assignment written from scratch by PhD expert

Rewriting: Paraphrase or rewrite your friend's essay with similar meaning at reduced cost

Editing:Proofread your work by experts and improve grade at Lowest cost

And Improve Your Grades
myassignmenthelp.com
loader
Phone no. Missing!

Enter phone no. to receive critical updates and urgent messages !

Attach file

Error goes here

Files Missing!

Please upload all relevant files for quick & complete assistance.

Guaranteed Higher Grade!
Free Quote
wave

Produce a report which evaluates the methods used to identify and meet learning needs with reference to organisational factors, including complying with policies on equal opportunities and factors to do with the target audience. Your report should provide an account of two examples of learning interventions and should address the following:

1. A description and justification of methods used to establish the learning needs, including reasons for rejecting alternatives

2. A description and justification of the design of the interventions to meet the learning needs, including reasons for rejecting alternatives


You should make reference to academic research and literature and organisation practice to support the justifications and evaluation.

Training Needs Identification

Identification of learning and development needs (L&D) entails the evaluation of staff capabilities together with a comprehension of existing and anticipated gaps in skills and knowledge. This assessment could be undertaken at the organisational, individual or team level. The present report conducts an analysis of L&D requirements in British Telecom by using a range of methods. British Telecom (BT) is a leading communications service provider in the world, serving customer needs in the UK and over 170 nations across the globe.

In BT, the majority of the staff members work from home, and the teams are scattered all across the country. They are virtually managed. One of its department named the Flexible Working Services (FWS) is based in the UK and Netherlands with 13 employees dispersed in the two nations. They are in charge of product support, and hence perform in touch with many products at BT. This team communicates and collaborates through virtual meetings. The team members participate in monthly and weekly “all hands” FWS conference calls. Particularly in pressing circumstances, which might happen in such virtual conference communications, emotions have a very instrumental role to play in team communication. Such emotions are pertinent for reflecting on and reconstructing experiences from work and acquiring insights from them to improve their regular work (Abdul, 2015). Hence, a need has been determined to enhance the non-verbal communication of team and reflective learning at both team and individual level.

Apart from this, the employees of the customer care department need training related to call-handling techniques and customer relations. There is a transformed focus on needs of the client by BT, and it requires its customer handling staff to be more abreast of consumer needs and how to address them (Weber, 2015).

Thus, the two training needs identified for two different audiences are:

FWS team members – Non-verbal communication skills and reflective learning training

Customer care staff – How to manage customer relations and call-handling

It is very important to address both sets of needs. Firstly, the non-verbal communication skills are crucial because they tend to be trusted more than words when they conflict. It becomes quite difficult to form trust within a team operating in a virtual environment. Hence, non-verbal cues are very critical because if this is not managed effectively, the loss of information because of the absence of non-verbal communication could result in misunderstandings, frustration and ultimately lead to conflict among the FWS team members (Stasi, 2013). There is a genuine learning need here which can be addressed by L&D solutions, and the needs pertain to both team and individual level.

Training Needs Assessment Methods

Secondly, as far as training related to customer service and call handling is concerned, it's unarguably imperative because it not only adds value for the consumers, but it drives sales and will give British Telecom a competitive edge. This training is in alignment with the company’s goal of increasing customer satisfaction which will help lead to augmented organisational performance. Here the need pertains to organisational level (Foster, 2013).

The ADDIE L&D framework will be employed to help inform the approach to identification, meeting and evaluation of learning needs pertaining to non-verbal communication and customer relations. The table presented below highlights the evaluation of methods that could be most suitable for identification of the learning needs.

Non-Verbal Communication skills

Methods

Key Features

Advantages

Disadvantages

Evaluation of suitability

Observation

The department head would watch and analyse the team members perform, where the entire task is observable, but the team members do not contribute anything verbally (Werner and DeSimone, 2011)

Minimum interruption of work and produces relevant data of the work environment

Behaviour of team members could be affected because of observation

Though resources and expertise for carrying out observation are available the location of team members in the present case would make it difficult to observe their working because everyone is situated at a different geographic location.

One-on-one interviews

Under this process, facts could be elicited from each team member individually and in detail

Effective at unearthing details of training needs, questions could be modified, effective at unearthing reasons and solutions of problems (Gupta, 2011)

A bit difficult to organise in a virtual environment, difficult to assess

It is highly suitable because interviews can be conducted individually over video calls irrespective of the location of the learners. Moreover, as there are only 13 people, it will not be time-consuming and well within budget. The required resources and expertise for conducting interviews is available.

Performance data

Reviewing the performance history of the team, its milestones, rate of success, timeliness of decision making, etc.

Good at furnishing trends based on which presumptions could be made

Focuses on the past rather than present

Past records will only give information about the milestones achieved the team and will not talk about the behavioural aspects.

Customer Relations Skills

Methods

Key Features

Advantages

Disadvantages

Evaluation of suitability

Surveys

Use of uniform questionnaires to collect information from the employees

Inexpensive

Can collect information from large number of employees (McGoldric and Tobey, 2016)

Lacks detail

Given the number of employees, survey proves to be the most time and cost efficient plus renders easy summarization of data. Everyone gets equal and fair access to respond.

Test

Simulation exercises to measure overall type and level of knowledge and skills in employees

Help in analysing individual behaviour in practical situation

Very time consuming

Difficult to summarise

Given the number of employees, it will become difficult to conduct a test on every employee and analyse it at the same time. The cost would be significant too.

Performance data

Reviewing the performance history of the employees, target achievements, number of complaints (Gupta, 2011)

Good at furnishing trends based on which presumptions could be made

Focuses on the past rather than present

Performance data can tell that training is required but will not tell in what specific areas.


By delivering the above learning experiences to the target audience, British Telecom will create a High-Performance Working (HPW) culture; wherein there would be trust, lucid communication lines and transparency. HPW is basically a general approach to organisational management which intends to stimulate higher employee commitment and involvement to attain higher performance levels (Mabey and Thomson, 2012). These training needs assessment methods and interventions when put into place, and integrated are likely to result in better performance of employees.

Non-Verbal Communication

Methods

Key Features

Advantages

Disadvantages

Evaluation of suitability

Classroom training

Giving lectures and employees taking notes

Detailed

Monotonous

Given only 13 people are there, this will not be time-consuming, but behavioural skills require a practical environment

Interactive Training Course

Simulation exercises to interpret each other’s body language (Pelayo and Veronica., 2015)

Will build stronger relationships, reading body language of others

A bit time consuming

This appears to be an ideal technique in current situation because it is cost effective, and will promote shared practice

One-on-one training

Leaders guiding the learners individually

More personalised form

Members will not learn about each other’s non-verbal cues

Not effective when training a specific team

Customer Service  

Methods

Key Features

Advantages

Disadvantages

Evaluation of suitability

Classroom training

Giving lectures and employees taking notes

Detailed

Time consuming

Outdated method if used alone

Monotonous

It is not worth investing so much time and money

Automated Training

Using e-learning software to give training (Kraiger et al., 2014)

Cost effective

Time effective

Time and cost effective, equal and fair chance for all to learn, large number of people can be covered

One-on-one training

Leaders guiding the learners individually

More personalised form

Time consuming

Cannot cover all aspects

Too much time consuming given the number of employees. Not feasible. Not all will get a fair chance to learn

The proposed learning intervention for delivering non-verbal communications training is through interactive training course designed for the team. The advantages of this technique outweigh its cost of implementation in the sense that it will enhance the professional performance of the team members. Moreover, as there are only 13 people to be trained, it would not require much time to deliver and then assess. The learning intervention proposed for imparting customer service training is automated training. This would require using an e-learning software which can be used to impart training to a bulk of employees. It is relatively easier to organise, impact and assess. The cost of implementing this learning intervention is much less than the potential benefits British Telecom would reap from its implementation. Also, the platform could be used any number of times without having to take out time to lecture and then evaluate.

The principles of adult learning theory need to be applied here. The team members in case of FSW team and the customer service reps in the second case should be involved in the planning as well as evaluation of their instructions. They should be allowed to make reasonable mistakes as this is the cornerstone of learning activities. As the learners would be more interested in getting training on things that have direct relevance to their jobs hence the training would be problem oriented instead of content oriented (Pappas, 2013).

Evaluation Model

Use

Suitability

Kirkpatrick Four-Level Model

Used for measuring the efficacy of training in an objective manner. By analysing and understanding all the four levels, effectiveness of training could be understood to improve for future (Stufflebeam and Coryn, 2014)

This model is not totally suitable for British Telecom because it is time-consuming and costly to use the 3rd and 4th levels especially for one-off training programs like that for non-verbal communication skills

CIRO Model

Used for before and after evaluation of the training program

This seems to be a suitable model because it will help in discussing the impact of learning transfer on the learners. Also, it is user-friendly.

Conclusion

It can be concluded that training needs in British Telecom i.e. non-communication skills and customer relationship abilities are identified through interviews and surveys respectively. Training for these skills could be imparted via interactive training courses and automated learning respectively. The CIRO model could be used to evaluate training outcomes.

References

Abdul, R., 2015. Change Management in British Telecom BT Since Privatization. [Online]. Available through: <https://www.robabdul.com/changemanagement/change-management-in-british-telecom-bt-since-privatisation/>. [Accessed on 12th June 2017].

Foster, S., 2013. HR Ready: Creating Competitive Advantage Through Human Resource Management. Lulu.com

Gupta, K., 2011. A Practical Guide to Needs Assessment. John Wiley & Sons.

Kraiger, K., Passmore, J., Santos, N. and Malvezzi, S., 2014. The Wiley Blackwell Handbook of the Psychology of Training, Development, and Performance Improvement. John Wiley & Sons.

Mabey, C. and Thomson, R., 2012. Developing Human Resources. Routledge.

McGoldric, B. and Tobey, D., 2016. Needs Assessment Basics. 2nd ed. Association for Talent Development.

Pappas, C., 2013. The Adult Learning Theory - Andragogy - of Malcolm Knowles. [Online]. Available through: <https://elearningindustry.com/the-adult-learning-theory-andragogy-of-malcolm-knowles>. [Accessed on 12th June 2017].

Pelayo, R. and Veronica., 2015. Design and Application of Quantified Self Approaches for Reflective Learning in the Workplace. KIT Scientific Publishing.

Stasi, C., 2013. Effective Communications in a Virtual Team. The Open University.

Stufflebeam, D. and Coryn, C., 2014. Evaluation Theory, Models, and Applications. John Wiley & Sons.

Weber, Y., 2015. Development and Training at Mergers and Acquisitions. Procedia- Social and Behavioral Sciences, 209, pp. 254-260.

Werner, J. and DeSimone, R., 2011. Human Resource Development. Cengage Learning.

Cite This Work

To export a reference to this article please select a referencing stye below:

My Assignment Help. (2021). Identification Of Learning And Development Needs: A Case Study Of British Telecom Essay.. Retrieved from https://myassignmenthelp.com/free-samples/5mdn-meeting-organisational-development-needs/analysis-of-learning-and-development.html.

"Identification Of Learning And Development Needs: A Case Study Of British Telecom Essay.." My Assignment Help, 2021, https://myassignmenthelp.com/free-samples/5mdn-meeting-organisational-development-needs/analysis-of-learning-and-development.html.

My Assignment Help (2021) Identification Of Learning And Development Needs: A Case Study Of British Telecom Essay. [Online]. Available from: https://myassignmenthelp.com/free-samples/5mdn-meeting-organisational-development-needs/analysis-of-learning-and-development.html
[Accessed 01 March 2024].

My Assignment Help. 'Identification Of Learning And Development Needs: A Case Study Of British Telecom Essay.' (My Assignment Help, 2021) <https://myassignmenthelp.com/free-samples/5mdn-meeting-organisational-development-needs/analysis-of-learning-and-development.html> accessed 01 March 2024.

My Assignment Help. Identification Of Learning And Development Needs: A Case Study Of British Telecom Essay. [Internet]. My Assignment Help. 2021 [cited 01 March 2024]. Available from: https://myassignmenthelp.com/free-samples/5mdn-meeting-organisational-development-needs/analysis-of-learning-and-development.html.

Get instant help from 5000+ experts for
question

Writing: Get your essay and assignment written from scratch by PhD expert

Rewriting: Paraphrase or rewrite your friend's essay with similar meaning at reduced cost

Editing: Proofread your work by experts and improve grade at Lowest cost

loader
250 words
Phone no. Missing!

Enter phone no. to receive critical updates and urgent messages !

Attach file

Error goes here

Files Missing!

Please upload all relevant files for quick & complete assistance.

Other Similar Samples

support
Whatsapp
callback
sales
sales chat
Whatsapp
callback
sales chat
close