Technical and Skills based training needs analyses 2011

European Training Needs Analysis 2011: Employees:

We are currently assessing technical and skills based training needs to develop ACS European Training Plan for 2011. We are aiming to tailor-make our approach to meet business needs and to ensure that training is fully in accordance with company strategy.

We have already gathered information from team-leader/supervisor and senior managers so we would like to know what you feel is missing or which areas need improving.

Therefore we kindly ask for your input in areas of Tools, Communication, Customer Service and Motivation. We are especially interested in the training method and approach.
Name: 


A red asterisk (*) indicates required questions.

  1. Which department are you currently working for? *


  1. Customer Service

    How would you rate your level of skills listed below when performing your job, considering all aspects of Customer facing (Internal, External, face to face, e-mail and telephone)?

    5 Excellent - 1 Very poor
    *

          1 2 3 4 5     N/A
      Understanding customer needs    
      Listening attentively    
      Communicating in a professional way    
      Building a rapport with customers    
      Timely resolution    
      Showing enthusiasm on the phone    
      Being helpful, polite and showing empathy    
      Dealing with complaints    
      Dealing with difficult situations/customers    


  1. Please detail any other skills you would like to improve in order to enhance your customer service performance*


  1. Do you have any examples of difficulties you experienced that prevent you from providing excellent customer service? (E.g. technical problems etc.)*


  1. COMMUNICATION

    Please identify which of the following features concerning communication training would support you in improving your job role:
    Essential phone communication
    Advanced phone communication
    Workplace communication
    Hosting a meeting or presenting to a group
    Business writing


  1. Any other methods or style you think would help (please elaborate)


  1. How would you rate the business communication from senior management, SBU’s and your Team Lead?

    1 is infrequent and ineffective - 5 is often and informative*
    1 2 3 4 5   N/A
     


  1. Please indicate which of the following items concerning business communication would be relevant and important to your job role: *
    Team performance
    SLA’s
    KPI’s
    ABC
    Information about other arms of the internal business


  1. Any other (please elaborate)


  1. Please indicate which of the following brings you satisfaction and motivates you?

    1 does not motivate or makes no difference - 5 motivates me a lot
    *

          1 2 3 4 5     N/A
      Being given challenging and creative tasks    
      Being involved in discussions/meetings    
      Being asked for ideas/input for decision-making    
      Having frequent feedback/coaching/help from your supervisor    
      Having clear communication and enough information about projects/tasks you and your team are dealing with    
      Receiving training in your role and learning new things    
      Being recognised/appreciated for your ideas/achievements/good work.    
      Supportive and friendly atmosphere in the department    


  1. Other, please specify: *


  1. Now, please share with us if the above mentioned initiatives are commonly used in your department?

    1 never or hardly ever - 5 always or very often
    *

          1 2 3 4 5     N/A
      You are given challenging and interesting tasks    
      You are involved in discussions/team-meetings    
      You are asked for you ideas/input in decision-making process    
      Your supervisor provides you feedback, supports and helps you in your role   
      You get enough information and clear communication about projects/tasks you and your team are dealing with    
      You receive training and have an opportunity to learn new things   
      Your supervisor and team member recognize and thank you for your ideas, achievement, good work.    
      The atmosphere in your team is friendly and supportive    


  1. If you have already attended some of the courses run in ACS, please let us if you feel motivated to have more of them?

    1 Yes, absolutely - 5 waste of time
    *
    1 2 3 4 5   N/A
     


  1. When receiving training, it is important that you have opportunity to apply learned skills back at work and have all the support necessary for it.

    In your opinion, which of the following initiatives could help you to ensure that your have an opportunity to use your new knowledge.

    1 Bad idea - 5 Excellent idea*

          1 2 3 4 5    
      Follow-up sessions a few weeks after the training    
      Extensive hand-out materials with detailed reminders of training content    
      Having learning circles/after-training meetings with other participants    
      Coaching and support from your manager    
      Coaching and support from T&Q team    


  1. Tools

    From the Microsoft Office Suite tools that you use for your current role which ones do you believe training would help improve your proficiency and enable you to perform better in your daily tasks?*
    Visio
    PowerPoint
    Excel Format/Formulas/ Pivot
    Excel Macro
    Word
    Project
    Outlook


  1. Thinking of the tools outside of the Microsoft Suite that you use everyday to perform your tasks how would you rate your ability to use them efficiently

    1 Poorly - 5 Most efficiently*

          1 2 3 4 5     N/A
      SAP (Payroll)   
      SAP (Reports)   
      SAP (PA)   
      PSFT/HRi    
      CRM (HRW/CWS)   
      SharePoint   


  1. Please give details of any others tools not mentioned you think training on would help you improve efficiency. *


  1. The Training team

    In order to help us improve the communication, content, method of training, the times and upcoming events we would appreciate your feedback on the below statements.

    1 strongly disagree - 5 strongly agree*

          1 2 3 4 5    
      Poster in the kitchens are visible and carry enough information to enrol if interested   
      The training session organised in bite size pieces of 2 or 3 hours are more convenient than full days   
      E-mail communication contains enough information and carries clear and directs action steps to enroll   
      A general website or information repository would be helpful    
      I know how to contact the training team if I have a question   
      The method of delivery (Classroom & Instructor) is still a good method of delivery    
      I would be interested in Blended learning, on-line courses mixed with Classroom   
      Individual coaching    
      Self-study of guidelines and materials    
      I always knew about opportunities to attend trainings from my supervisor or T&Q team announcements.    


  1. Any further comments regarding the above?*





HRSC Training Team