ANSWER GUIDE

Assessment Task 1: Determine Development Needs

The student must submit:

o a short research report which covers questions on legislation

o a one-page script

o a written employee self-evaluation form

o a written client feedback form

o an evaluation report that identifies areas for employee improvement and outlines possibilities for the collaborative development of employee training objectives.

Script

Clearly explain to the employee why there will be self-evaluation feedback and feedback from other stakeholders

Use an appropriate greeting – friendly, professional

Explain methods of consultation (self-evaluation and other stakeholder feedback)

Explain how feedback will be analysed to determine training needs

Explain how feedback will be stored as per organisation policy

Self-evaluation form (see sample below)

Does the self-evaluation form include the title, the purpose of the form, and space for name, date and person’s title/job/position?

Feedback from clients

On the form, include a title, purpose of the form, and space for name, date and the person’s title/job/position

In consideration of their client’s busy schedule, restrict subject areas to the key skills related to the placement of orders by phone, providing good service and follow-up

Use a rating system or other feedback format relevant to the subject matter, if appropriate

Other areas could include:

personal strengths

customer service

handling complaints

space for the person’s signature and date

space for the supervisor’s signature and date for records

areas where training/professional development programs would be advantageous.

Evaluation report

In the report, compare feedback on performance with established team learning needs

Competencies the team needs for Mary to improve include the following:

handling customer complaints, which may include conflict management and/or resolution skills

management of records and information

Microsoft Excel and Access courses.

Discuss collaborative means to identifying options relevant to Mary

For example:

tasking Mary to find and nominate the courses she favours

including her input in the design of any training plan and selection of competencies, including attainment of recognised licenses

identifying tasks that need improving at the workplace and using opportunities presented by the training to focus on these areas.

Identify sources of training relevant to Mary’s needs

Seeking advice on nationally recognised training and qualifications from government-endorsed agencies that address these areas will provide a more valuable learning outcome for Mary and her future value as an employee.