F&A Łódź – 2012 – European Training Needs Analysis 2012

Dear Participant,

First of all we want to thank you for taking part in this years' Training Needs Analysis Survey. We highly appreciate every answer given on the questionnaire.

The questionnaire consists of 9 short questions and will not take longer than 15 minutes. The last question leaves room for feedback regarding training needs and ideas you would like to share with us.
Thank you for your cooperation.


A red asterisk (*) indicates required questions.

  1. Which department are you currently working for?*


  1. In the daily operations possessing the following skills are important. Which of them should be improved in your case? Please prioritize them from 1 (absolutely missing skill) to 5 ( skill possessed, no need to improve).*

          1 2 3 4 5    
      Prioritizing tasks   
      Time management   
      Analytical skills   
      Sense of escalation   
      Listening skills   
      Problem solving   
      Decision making   
      Assertive communication   
      Hosting a meeting/ call   
      Project management   


  1. Continuously improving customer service skills helps us to provide better and better service to our clients. Which of the following skills should be enhanced in your case? Please weigh the choices from 1 (absolutely missing skill) to 5 ( skill possessed, no need to improve).*

          1 2 3 4 5    
      Business communication   
      Business writing   
      “Breaking the ice”- How to create a good atmosphere during a call?   
      Dealing with difficult customers   
      Complaint handling   
      Call handling (showing empathy, being helpful and polite, being enthusiastic)   


  1. Without the proper knowledge of technical tools we cannot provide outstanding service. Please indicate if there is a need for more in-depth trainings on the systems/programs below.*


  1. Please describe below the trainings which would be necessary for you in order to perform better your daily tasks.*


  1. What was the most useful training you participated last year?*


  1. Quality is the cornerstone of our business. In your opinion how could quality results of your team be improved? Please weigh the choices from 1 (Not relevant at all in case of my team) to 5 (Absolutely relevant).*

          1 2 3 4 5    
      Discuss common mistakes with your line manager and asking for monitoring/coaching from Training and Quality Assurance Team   
      More effective workload distribution in your team   
      More training on systems   
      More training on processes   
      More effective teamwork   


  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    
      Being involved in new and challenging tasks   
      Working independently   
      My line manager shares information with us related to projects, ongoing topics   
      Getting regular feedback about my performance from my line manager   
      Possibility to participate in trainings   
      Being involved in meetings   
      Career opportunities/ job rotations   
      Supportive and friendly atmosphere in the departments   


  1. Please let us know if you have any additional comments related to the questions above or if you have any ideas you would like to share with us regarding the training needs.