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You work in an organization that focuses on wine sales and marketing. Recently, there have been a...

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Question

Psychology

You work in an organization that focuses on wine sales andmarketing. Recently,
there have been a number of complaints about a particular customerservice
representative in terms of accuracy of wine knowledge shared withcustomers and
timeliness of work orders. Complete the four steps in the systemsapproach to
training and development. Specifically, consider these questions:(1) How will you
determine whether training is the answer? (2) What is a possiblelearning or training
objective you could identify? (3) What methods would you use toimplement
training? (4) How would you evaluate if the training waseffective?

Answer & Explanation Solved by verified expert
3.8 Ratings (542 Votes)
Note In the following answer the process of system approach is explaned with the help of given case System approach to training and development of cutomer service representative considering following four points as suggested in the given question 1 How will you determine whether training is the answer Ans Analyze the needs of your audience The ADDIE approach is an orderly process to help you work smarter and train better The first phase of the process is analysis In the analysis phase look at the situation and the needs of the participants to determine what each specific training must include In a given case cutomer service representatives need training for accuracy of wine knowledge shared with customers and timeliness of work orders The analysis can be done with the help of written surveys of all participants and thorough document reviews On the other hand it can be as simple as a few phone calls or informal questions asked of the likely participants The key benefit of a successful analysis phase is ensuring that every training    See Answer
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