HRD2601
Assignment 3 Semester 2 2025
2 2025
Unique Number:
Due date: 22 September 2025
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
DISCLAIMER & TERMS OF USE
Educational Aid: These study notes are intended to be used as educational resources and should not be seen as a
replacement for individual research, critical analysis, or professional consultation. Students are encouraged to perform
their own research and seek advice from their instructors or academic advisors for specific assignment guidelines.
Personal Responsibility: While every effort has been made to ensure the accuracy and reliability of the information in
these study notes, the seller does not guarantee the completeness or correctness of all content. The buyer is
responsible for verifying the accuracy of the information and exercising their own judgment when applying it to their
assignments.
Academic Integrity: It is essential for students to maintain academic integrity and follow their institution's policies
regarding plagiarism, citation, and referencing. These study notes should be used as learning tools and sources of
inspiration. Any direct reproduction of the content without proper citation and acknowledgment may be considered
academic misconduct.
Limited Liability: The seller shall not be liable for any direct or indirect damages, losses, or consequences arising from
the use of these notes. This includes, but is not limited to, poor academic performance, penalties, or any other negative
consequences resulting from the application or misuse of the information provided.
, For additional support +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
Assignment 3 Semester 2 2025
2 2025
Unique Number:
Due date: 22 September 2025
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
DISCLAIMER & TERMS OF USE
Educational Aid: These study notes are intended to be used as educational resources and should not be seen as a
replacement for individual research, critical analysis, or professional consultation. Students are encouraged to perform
their own research and seek advice from their instructors or academic advisors for specific assignment guidelines.
Personal Responsibility: While every effort has been made to ensure the accuracy and reliability of the information in
these study notes, the seller does not guarantee the completeness or correctness of all content. The buyer is
responsible for verifying the accuracy of the information and exercising their own judgment when applying it to their
assignments.
Academic Integrity: It is essential for students to maintain academic integrity and follow their institution's policies
regarding plagiarism, citation, and referencing. These study notes should be used as learning tools and sources of
inspiration. Any direct reproduction of the content without proper citation and acknowledgment may be considered
academic misconduct.
Limited Liability: The seller shall not be liable for any direct or indirect damages, losses, or consequences arising from
the use of these notes. This includes, but is not limited to, poor academic performance, penalties, or any other negative
consequences resulting from the application or misuse of the information provided.
, For additional support +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
