HRD2601 Assignment 3
(COMPLETE ANSWERS)
Semester 2 2025 - DUE
22 September 2025
[Document subtitle]
[School]
[Course title]
, HRD2601 Assignment 3 (COMPLETE ANSWERS) Semester 2 2025 - DUE 22 September 2025
Cours
Education, Training and Development Practices (HRD2601)
Établissement
University Of South Africa (Unisa)
Book
Practising Education, Training and Development in South African Organisations
HRD2601 Assignment 3 (COMPLETE ANSWERS) Semester 2 2025 - DUE 22 September 2025;
100% TRUSTED Complete, trusted solutions and explanations.
Nozipho Shazi is the manager of a local cleaning company serving homes and small offices in
Diepsloot. The company employs about 10 people who interact regularly with clients during
cleaning jobs. The business has been operating successfully for several years. However, recently,
after setting up a customer service desk to handle client requests and complaints, customer
satisfaction has dropped. Clients complain that the housekeeping staff and customer service
personnel seem untrained, unfriendly, and unwilling to accommodate special requests or
resolve issues. Nozipho Shazi has approached you, as the learning and development (L&D)
manager, to develop and present a basic customer care training course tailored specifically for
the cleaning company’s employees and customer service staff. The aim is to improve their
communication skills, friendliness, responsiveness, and overall customer care attitude to rebuild
customer trust and satisfaction 1.1 Identify and discuss the first step in the entire process of
learning and development. (8 1.1 The First Step in the Learning and Development (L&D)
Process
The first step in the entire process of learning and development is Training Needs Analysis
(TNA) or Needs Assessment.
Discussion (8 Marks)
1. Definition:
Training Needs Analysis (TNA) is the process of identifying the gap between the current
skills, knowledge, and attitudes of employees and the desired skills, knowledge, and
attitudes required to achieve organizational goals.
(COMPLETE ANSWERS)
Semester 2 2025 - DUE
22 September 2025
[Document subtitle]
[School]
[Course title]
, HRD2601 Assignment 3 (COMPLETE ANSWERS) Semester 2 2025 - DUE 22 September 2025
Cours
Education, Training and Development Practices (HRD2601)
Établissement
University Of South Africa (Unisa)
Book
Practising Education, Training and Development in South African Organisations
HRD2601 Assignment 3 (COMPLETE ANSWERS) Semester 2 2025 - DUE 22 September 2025;
100% TRUSTED Complete, trusted solutions and explanations.
Nozipho Shazi is the manager of a local cleaning company serving homes and small offices in
Diepsloot. The company employs about 10 people who interact regularly with clients during
cleaning jobs. The business has been operating successfully for several years. However, recently,
after setting up a customer service desk to handle client requests and complaints, customer
satisfaction has dropped. Clients complain that the housekeeping staff and customer service
personnel seem untrained, unfriendly, and unwilling to accommodate special requests or
resolve issues. Nozipho Shazi has approached you, as the learning and development (L&D)
manager, to develop and present a basic customer care training course tailored specifically for
the cleaning company’s employees and customer service staff. The aim is to improve their
communication skills, friendliness, responsiveness, and overall customer care attitude to rebuild
customer trust and satisfaction 1.1 Identify and discuss the first step in the entire process of
learning and development. (8 1.1 The First Step in the Learning and Development (L&D)
Process
The first step in the entire process of learning and development is Training Needs Analysis
(TNA) or Needs Assessment.
Discussion (8 Marks)
1. Definition:
Training Needs Analysis (TNA) is the process of identifying the gap between the current
skills, knowledge, and attitudes of employees and the desired skills, knowledge, and
attitudes required to achieve organizational goals.
