Exam 3: The Needs Analysis Process

You have been hired to manage a call centre for a local organization. You notice a pattern of activity that is of concern to you: Customers wait on line before being served for an average of 15 minutes. This is an issue as it impacts the quality of service and is costing you potential sales. Apply in detail the needs analysis process introduced in the textbook.

The needs analysis process often starts with a concern expressed by a customer, employee, management, or some other stakeholder.

Under which scenario is training the LEAST likely intervention in dealing with a performance problem?

Which statement best describes the needs analysis process?

Which of the following does NOT align with the notion of a strong "learning culture"?

Which two factors from the external environment might affect an organization's need for training and its employees' receptivity to being trained?

If a trainer wants to learn about employees' self-efficacy and training motivation, what should he do?

The most common approach used to conduct a cognitive task analysis is interviews and surveys.