HRD2601
Assignment 3 Semester 2 2025
Unique #
Due Date: 22 September 2025
Detailed solutions, explanations, workings
and references.
+27 81 278 3372
, QUESTION 1
1.1.
The first and most important step in the learning and development (L&D) process is
the needs analysis or training needs analysis (TNA). This step involves identifying
the gaps between the current performance levels of employees and the desired
levels needed to meet business goals. In the case of Nozipho Shazi’s cleaning
company, the drop in customer satisfaction signals that there is a skills or
behavioural gap that needs to be addressed urgently.
A proper needs analysis allows the L&D manager to gather relevant information to
understand the root cause of the problem. This includes determining whether the
staff lacks communication skills, customer service etiquette, or motivation. The
analysis should focus on three levels: organisational needs, job/task needs, and
individual needs (Coetzee et al., 2019). At the organisational level, the focus is on
understanding the company’s service goals and the importance of maintaining client
satisfaction. At the task level, the roles of both the housekeeping and customer
service staff must be analysed to understand what skills are required to perform
these duties effectively. At the individual level, employee performance and behaviour
must be assessed to identify specific weaknesses or training gaps.
Methods such as surveys, interviews, observation, and feedback from clients and
supervisors can be used to gather this data. Once the gaps are clearly defined, the
training can be tailored to address the specific needs, such as improving friendliness,
listening skills, communication, and responsiveness to client queries.
Without this first step, training may not be aligned to the actual issues, and efforts
may be wasted on the wrong areas. A well-conducted needs analysis ensures that
the training programme is relevant, focused, and impactful.
1.2.
Learning Outcomes for the Customer Care Training Programme
Varsity Cube 2025 +27 81 278 3372
Assignment 3 Semester 2 2025
Unique #
Due Date: 22 September 2025
Detailed solutions, explanations, workings
and references.
+27 81 278 3372
, QUESTION 1
1.1.
The first and most important step in the learning and development (L&D) process is
the needs analysis or training needs analysis (TNA). This step involves identifying
the gaps between the current performance levels of employees and the desired
levels needed to meet business goals. In the case of Nozipho Shazi’s cleaning
company, the drop in customer satisfaction signals that there is a skills or
behavioural gap that needs to be addressed urgently.
A proper needs analysis allows the L&D manager to gather relevant information to
understand the root cause of the problem. This includes determining whether the
staff lacks communication skills, customer service etiquette, or motivation. The
analysis should focus on three levels: organisational needs, job/task needs, and
individual needs (Coetzee et al., 2019). At the organisational level, the focus is on
understanding the company’s service goals and the importance of maintaining client
satisfaction. At the task level, the roles of both the housekeeping and customer
service staff must be analysed to understand what skills are required to perform
these duties effectively. At the individual level, employee performance and behaviour
must be assessed to identify specific weaknesses or training gaps.
Methods such as surveys, interviews, observation, and feedback from clients and
supervisors can be used to gather this data. Once the gaps are clearly defined, the
training can be tailored to address the specific needs, such as improving friendliness,
listening skills, communication, and responsiveness to client queries.
Without this first step, training may not be aligned to the actual issues, and efforts
may be wasted on the wrong areas. A well-conducted needs analysis ensures that
the training programme is relevant, focused, and impactful.
1.2.
Learning Outcomes for the Customer Care Training Programme
Varsity Cube 2025 +27 81 278 3372
