HRD2601 Assignment 3
(COMPLETE ANSWERS)
Semester 2 2025 - DUE 22
September 2025
For assistance contact
Email:
, Learning and Development Report: Customer Care Training
This report outlines the proposed training programme for Nozipho Shazi's cleaning company,
designed to address the decline in customer satisfaction. It identifies key steps in the learning and
development process and proposes a practical training approach to rebuild customer trust.
1.1 The First Step in Learning and Development
The very first and most critical step in the entire learning and development (L&D) process is the
Needs Analysis.
A needs analysis is a systematic process of identifying the gap between the current state of a
business and its desired performance. It is not simply about identifying a problem, but about
determining whether training is the appropriate solution. For Nozipho Shazi’s company, a needs
analysis would be essential to:
1. Validate the Problem: It would confirm that the root cause of the client complaints is
indeed a lack of customer care skills and not other factors like poor scheduling,
inadequate cleaning products, or a miscommunication in the services offered.
2. Identify Specific Gaps: It would move beyond the general complaint of "unfriendliness"
to pinpoint the exact skills that are missing. For example, it might reveal that staff lack
active listening skills, effective communication techniques, or a formal process for
handling complaints.
3. Establish Learning Objectives: The data collected from the needs analysis would
provide the foundation for developing clear and measurable learning outcomes for the
training programme. Without a proper analysis, training might be focused on the wrong
skills, leading to wasted time and resources.
4. Determine Training Methods: By understanding the employees' current skill levels and
learning preferences, the needs analysis helps select the most effective training delivery
methods and activities.
1.2 Learning Outcomes for the Training Programme
Based on the company's needs, the following three learning outcomes have been developed for
the training programme. They are designed to be specific, measurable, and achievable:
Upon completion of the training, employees will be able to handle customer
complaints by following a five-step resolution process, resulting in a 20% reduction
in unresolved issues within two months.
o Adherence to Criteria: This outcome is specific (five-step process), measurable
(20% reduction), and time-bound (within two months). It focuses on a clear,
observable behaviour: complaint resolution.
Upon completion of the training, employees will be able to demonstrate active
listening and empathetic communication by using at least two verbal confirmation
(COMPLETE ANSWERS)
Semester 2 2025 - DUE 22
September 2025
For assistance contact
Email:
, Learning and Development Report: Customer Care Training
This report outlines the proposed training programme for Nozipho Shazi's cleaning company,
designed to address the decline in customer satisfaction. It identifies key steps in the learning and
development process and proposes a practical training approach to rebuild customer trust.
1.1 The First Step in Learning and Development
The very first and most critical step in the entire learning and development (L&D) process is the
Needs Analysis.
A needs analysis is a systematic process of identifying the gap between the current state of a
business and its desired performance. It is not simply about identifying a problem, but about
determining whether training is the appropriate solution. For Nozipho Shazi’s company, a needs
analysis would be essential to:
1. Validate the Problem: It would confirm that the root cause of the client complaints is
indeed a lack of customer care skills and not other factors like poor scheduling,
inadequate cleaning products, or a miscommunication in the services offered.
2. Identify Specific Gaps: It would move beyond the general complaint of "unfriendliness"
to pinpoint the exact skills that are missing. For example, it might reveal that staff lack
active listening skills, effective communication techniques, or a formal process for
handling complaints.
3. Establish Learning Objectives: The data collected from the needs analysis would
provide the foundation for developing clear and measurable learning outcomes for the
training programme. Without a proper analysis, training might be focused on the wrong
skills, leading to wasted time and resources.
4. Determine Training Methods: By understanding the employees' current skill levels and
learning preferences, the needs analysis helps select the most effective training delivery
methods and activities.
1.2 Learning Outcomes for the Training Programme
Based on the company's needs, the following three learning outcomes have been developed for
the training programme. They are designed to be specific, measurable, and achievable:
Upon completion of the training, employees will be able to handle customer
complaints by following a five-step resolution process, resulting in a 20% reduction
in unresolved issues within two months.
o Adherence to Criteria: This outcome is specific (five-step process), measurable
(20% reduction), and time-bound (within two months). It focuses on a clear,
observable behaviour: complaint resolution.
Upon completion of the training, employees will be able to demonstrate active
listening and empathetic communication by using at least two verbal confirmation
