An advertising executive has asked you to train her employees toimprove their presentation skills. After conducting a needsassessment, you determine that many of the agents never had acollege course in presentational speaking. Which methods might youuse to reach this goal?
Raul works for a local call center that takes customer servicecalls for a cell phone provider. After six months as a team leader,he noticed the new employees struggling to keep up with the callcenter volume. At the same time, the company raised the prices ofphone plans, which resulted in higher numbers of complaint calls.Raul felt that further training in customer service might help. Heis meeting with his supervisor to present a proposal to assess theneeds of his call agents. What should Raul include in hisneeds-assessment proposal?
Continuing from the previous question, assume that Raulperformed the needs assessment and found areas that needimprovement, such as conflict management skills. What should heinclude in his training proposal?
