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The importance of motivation in the workplace
The importance of motivation in the workplace
The importance of motivation in the workplace
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Needs Assessment for Employee Customer Service Training
A needs assessment is a process that evaluates an employee’s current condition and compares it to the employer’s desired condition. The differences between the current and desired condition are called “gaps” or needs. Gaps can identify areas of improvement or deficiency. Employees and management all have training needs because no one knows everything or behaves perfectly; an assessment will assist an organization in identifying where the training needs are that will best support the organizational improvement.
The assessment would be able to identify gaps in employees’ mental abilities. The assessment can have the employee to respond to questions that are required for the position. Depending on the job requirement, it could ask the employee questions providing proper change for a cashier position. If the employees do not have the ability to assignments that are required of them, then the organization needs to either train the employees on hire employees that display the required knowledge skills.
The assessment can identify if the employee knows what types of products are carried by the retail store. If the employees do know the products the store carries they will frustrate customers asking for assistance.
The assessment can task employees to find products and time them on how quickly they can find the products. This would identify if the employees understand which products are carried on each aisle. Customers typically ask where certain products are located and by quickly identifying will improve the customer service provided to the customers.
An assessment can identify if the employees are knows the products that provides the company the most profits. This could be measur...
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...rinska, J., (2014). Ten Ways to Motivate Your Employees, Retrieved February 25, 2014 from internet http://www.yourofficecoach.com/topics/lessons_in_leadership/effective_leadership/ten_ways_to_motivate_your_employees.aspx
Estep, M., (2012, March 09). Five fabulous team building activities for your customer service staff, Retrieved February 25, 2014 from internet site http://www.examiner.com/article/five-fabulous-team-building-activities-for-your-customer-service-staff
Stewart, G. L, Brown, K. G., (2011). Human Resource Management Linking Strategy to Practice, Danvers, MA: John Wiley & Sons, Inc.
Unattributed, (2014, February 26). UK Consumers Less Tolerant to Poor Service than US Counterparts, Retrieved February 27, 2014 from internet site http://www.retailcustomerexperience.com/article/228517/UK-consumers-less-tolerant-to-poor-service-than-US-counterparts?rc_id=417
(3) Comparing the results of the tests with the description of the client’s behaviour (e.g. good auditory com...
is required to take prior to hiring. A psychological test is taken as well to evaluate
The assessment meets the stated purpose remarkably because of its directness, clear wording, cultural appropriateness, and because it is based on research and user feedback. As with any assessment, biases can appear; however, because the assessment was administered by the teacher, biases such as low literacy, cultural and language differences, and impaired mental functioning do not exist.
A job analysis a great way to analyzed whether or not the individual is fit for the position. By creating a questionnaire that relates to the daily tasks for the position will narrow done the selection process into a smaller portion. The information given from the Job Analysis is also used to create a Job Description and Job Specification. “Job description identifies the tasks, duties, and responsibilities. The “job specification list the KSAOCs that individuals need to posses to perform a job successfully”(Pynes, 2013). After an individual is hired we must train that individual with the proper format in order for them to understand the concept of work. In this process I will develop a training program that includes all the organizations policies, procedures and daily tasks.
Analyse - The strategy begins with identifying the people around such as team members, colleagues
After careful review, the author has decided to critique the Five Elements Model of assessment. The author feels this model provides clarity and highlights specific elements needed to properly assess the client’s current circumstance. The structure of the Five Elements Model is conducive to the use of o...
After receiving applications, narrowing down the possible job applicants and picking the right candidate is next. One of the vital components of selection is measurement (Heneman III, Judge, & Kammeyer-Muellar, 2012). Measurement can consist of assessment tests and checklists created from job descriptions and necessary knowledge, skills, and abilities. Centralization helps with the creation of assessments and checklists and enforcement of tests equally across the company (Heneman III, Judge, & Kammeyer-Muellar, 2012). Assessments can be either external or internal. Examples of external assessments Tanglewood can use are resumes, references, and background checks (Heneman III, Judge, & Kammeyer-Muellar, 2012). These tests would be the first stage in selecting a candidate and the HR staffing function can easily go through these at the corporate office. Internal assessments, internal assessments, to help narrow down candidates, are personality tests, performance tests, and situational judgment tests (Heneman III, Judge, & Kammeyer-Muellar, 2012). The majority of Tanglewood employees are store associates who would be handling money and working with customers. The internal tests would probably be better done at the store and the results sent up to corporate. Tanglewood is reaching all over the northwest and still expanding, it would be unreasonable to have candidates come to the corporate office to fill out the assessments and not get hired. For internal
Many times it will point out personality traits you did not realize you had, giving you the opportunity to improve your weaknesses to become a better person. As a manager, the advantage of having your team take the test and knowing their results can help you understand how they perceive things and what causes them to act in certain ways (The Myers & Briggs Foundation, 2016). This can really help a manager understand an employee so they can work together to ensure they are the most productive. When your employees work to their fullest potential and are rewarded appropriately, you will have a fulfilled and loyal
Evaluate Nursing Assessment demonstrating an understanding of physical, psychsocial, cultural and ethical considerations. Nursing has a proud history to the public, and the public expects competent nurses to provide safe and ethical nursing care. The School Nurse plays an important role in nursing assessments. The process of assessment involves a variation of assessment tools, including interview and observational testing.
...the entire work force. Competency, self evaluation and self awareness are encouraged with this assessment tool (Myers I. B., 1987).
Holistic assessments can also highlight areas for further training and learning, which will benefit the learner and employer.
These kinds of tests are useful tools for managers and are necessary to screen potential applicants to be sure that they have the ability and skills that are required for the job.
Needs analysis: gathering opinions from job incumbents, stakeholders, customers, management, Subject Matter Experts (SMEs), etc.
Psychometric tests are designed to measure the behaviour and capabilities of possible employees. (Johnstone, 1999). Employers use these tests to measure two categories of qualities – abilities and preferences (Mills et al., 2011). This provides an effective and efficient way to find the best person for the job as the tests give a true reflection of how an employee can accomplish assigned tasks which is completed online as part of the application process. Candidates are chosen for the next stage of the process through the comparison of test scores, resulting in grouping candidates into high and low percentile scoring categories. The higher scoring applicants are put through to the next stage of the process. This would normally be the interviewing stage. The lower scoring applicants would be declined. This is a form of filtering down the number of applicants, although the interviewing stage provides the means of selection, despite its subjectivity the tests provide a uniform set of standards to measure one candidate objectivity against another (Johnstone,1999). Psychometric
• New hire completes an Individual Readiness Assurance Test, which assess the learning needs of the new employee (Ouellette & Blount 2015).