This book covers the essentials of needs analysis from the emerging trainera²s perspective by providing just the right amount of support and knowledge without going too deep into the subject. The topics covered include when and how to do a training needs analysis; using informal and formal analysis techniques; goal, task and population analysis; and how to develop and present a training plan for management approval. Each chapter includes appropriate data gathering tools. The Skilled Trainer series provides practical guidance for those whoa²ve had some exposure to training and would like to take their career to the next level.Answering the Customera#39;s Call One hundred twenty customer service representatives (CSRs) work in a telephone call center for a retailer that sells home furnishings in retail stores, on the Internet, and through catalog sales. The call centeranbsp;...
|Title||:||Training Needs Assessment|
|Publisher||:||John Wiley & Sons - 2006-01-20|