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
CoursE
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.
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
Step 1: Conducting a Training Needs Analysis (TNA)
The first step in the L&D process is to identify and analyze the training needs of the
organization, employees, and clients. This is called a Training Needs Analysis (TNA).
Discussion (8 marks worth detail):
1. Definition:
Training Needs Analysis is a systematic process of identifying the gap between the
(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
CoursE
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.
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
Step 1: Conducting a Training Needs Analysis (TNA)
The first step in the L&D process is to identify and analyze the training needs of the
organization, employees, and clients. This is called a Training Needs Analysis (TNA).
Discussion (8 marks worth detail):
1. Definition:
Training Needs Analysis is a systematic process of identifying the gap between the
