Assessment Task 3

1. Develop a training options report.

Review the case study information, then research a range of potential
training options for the customer service representatives, including both on
and off the job options. Identify at least three suitable options.
Then develop a short report for the CEO (your assessor), outlining your
recommended option(s) for the training, including a rationale for your
recommendation(s). Include the details of each recommended training
option, including a summary of the training to be provided and outcomes,
location, costs and duration as applicable. If you have recommended on the
job options you will need to outline a plan for undertaking this form of
training.
As a guide, your report should be 1 to 2 pages long.
Research training options.
I. Products and services training
Product trainings can either be a part of onboarding for new comers or can be
available for any employees who need refreshers on the products and services
the organization offers. This type of training can also be used to educate staff
on newly introduced products, services or features so they are always up to
date.

II. Mandatory training

Depending on where your company is located and the industry it operates in,
certain employee preparedness and training regulations may apply.

III. Technical Skills Development Training

Technical skills training is a fundamental employee education component
because it’s the main way your employees will know how to technically do
their jobs right. And for those who already know how to do their jobs, we
guarantee they still have more to learn. Employees need to engage in ongoing
learning on a regular basis to stay up-to-date with the latest developments.

Training report
Subject
Because the company has decided to establish retail shops in
Central Sydney, Brisbane and Melbourne, within the next six months. It
was identified that two existing customer service officers are interested
in taking on the new role as store managers. They do not have
 managerial skills or experience but they both have excellent company
and product knowledge, as well as fantastic customer service skills.
Therefore, the company provides training to enhance the skills,
knowledge and abilities to employees in management.

Outcome
The companies expect that after an employee received training to
enhance skills in administration, and then will be able to work effectively
with more functionality, and knowledge can be applied to manage retail
store opening.

Location : Meeting Room at Headquarters

Duration : 1 week

Training option Time frame Costs By

Skills, planning and 1 week $ 100 Team Leader
time management

Problem solving skills 2 days $ 70 Team Leader

and decision making

Team management 1 day $ 50 Team Leader

skills

Skill development and 2 days $ 100 Team Leader

improve the quality of
work.

2. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, and seek
their feedback and approval to move forward with the project.
Attach your training options report to the email.
Email CEO

To: [email protected]
From: [email protected]
Date: 20/08/2019, 09.00 am.
Subject: Report on training options

Dear, CEO

Since the company has decided to establish a retail store in Central Sydney
Brisbane and Melbourne. It was identified that two existing customer service
officers are interested in taking on the new role as store managers. They do not
have managerial skills or experience but they both have excellent company and
product knowledge, as well as fantastic customer service skills.
I'm in the base leader, thus operating reports about training options. Objective
to improve skills in management and can work effectively with the function to
work more and more knowledge can be used in the management of opening
retail stores.
I attach files report on training options here below. If you have any questions or
concerns, please contact us at this email.

Thank you,
Raymond
Training report
Subject
Because the company has decided to establish retail shops in Central Sydney,
Brisbane and Melbourne, within the next six months. It was identified that two
existing customer service officers are interested in taking on the new role as
store managers. They do not have managerial skills or experience but they both
have excellent company and product knowledge, as well as fantastic customer
service skills.
Therefore, the company provides training to enhance the skills, knowledge and
abilities to employees in management.

Outcome
The companies expect that after an employee received training to enhance
skills in administration, and then will be able to work effectively with more
functionality, and knowledge can be applied to manage retail store opening.

Location : Meeting Room at Headquarters

Duration : 1 week

Training option Time frame Costs By

Skills, planning and 1 week $ 100 Team Leader
time management

Problem solving skills 2 days $ 70 Team Leader

and decision making

Team management 1 day $ 50 Team Leader

skills

Skill development and 2 days $ 100 Team Leader

improve the quality of
work.
3. Send an email to the two staff members (your assessor).
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should provide details of the training options researched, so that the staff
understand the training that they need to participate in.
All details should be provided, including timing, location, and duration.

Email to Staffs

To: [email protected]
From: [email protected]
Date: 15/08/2019, 10.30 am.
Subject: Providing details of the training

Dear, Staff

From that you are interested in as manager of retail stores a new branch
opening in 6 months ahead.
I consider that you still lack the skills and the ability to work in some aspects.
Add to you is suitable in the inauguration. Therefore the training to enhance
the knowledge and skills to work effectively. Training topics include the
following:
 Skills, planning and time management
 Problem solving skills and decision making
 Team management skills
 Skill development and improve the quality of work.
I attach files report on training options here below. If you have any questions or
concerns, please contact us at this email.

Thank you,
Raymond

4. Write a training effectiveness report.

Assume that a staff survey has been sent to the two members of staff
completing the training. Review and analyse the Training Survey Results.
Based on your review and analysis, comment on the effectiveness of the
training undertaken by the staff members to date and your recommendations
for any further actions.
Note that the measure of success of this initiative was identified as being
that the staff will have successfully completed training and feel able to step
into the new roles. You should therefore also comment on the effectiveness of
the measure in this regard.
Your training evaluation report should be between half a page and a page
long.
Report analysis of the effectiveness of the training

Objective
o To consider the results obtained after attending training
o To see the good points and weakness of training to bring about
improved
o For the management to decide in training
o To see the suitability of content subjects and courses that are
appropriate for trainees
 o To see the success of the trainees understand and develop
potential after training

Evaluation methods
- Assessment scope : Staff member 1 and Staff member 2
- How to collect data : Survey data by querying
- Data analysis method : Analysis of data on the characteristics of
the evaluation of training

The results of the data analysis

Questions Staff member 1 Staff member 2

What aspects of The practical aspect of Learning theoretical
the training you the on-the-job management models that
are participating mentoring is great can be applied to the
in is most combined with the workplace
enjoyable? formal leadership
training that I have
attended
What aspects of Training has been really Difficult to fit in all the
the training that great and is allowing homework associated
you participated me to progress in ways
in is least that I could have never
enjoyable? imagined
What benefits Learnt practical skills, Enjoyed learning
did the training which can apply to theoretical management
provide to you? work, as well as some models that can be
interesting theoretical applied to the workplace
management models
What additional Interested in learning Happy with what
training do you more about talent learning, not need
require to assist management anything else at the
you in achieving moment
 your work goals?

Analysis of the effectiveness of the training

This time the training help employees advance in ways that could never be
learned, skills and work practices in the retail store manager positions. And
there is need to develop themselves more in the sideabout talent
management and think our company should put systems in place to ensure
that mentoring managers are freed up to attend meetings with the employee.

Suggestion :
- There should be a skill development, administrative ability all the time.
- There must be a functional assessment to determine performance. If the lack
of skills training.

5. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an

appropriate (polite, business-like) style.
It should introduce and summarise the contents of the attachment, and seek
their feedback and approval to move forward with the project.
Attach your training effectiveness report to the email.
To: [email protected]
From: [email protected]
Date: 22/08/2019, 09.30 am.
Subject: Monitor risk control measures

Dear, CEO
Now the retailer is based in Brisbane, Sydney and Melbourne are experiencing
difficulties because of the customer service staff received training to become a
manager has resigned from the company. Reasons cited by staff for leaving are
as follows:
 I was given initial training but I felt I needed ongoing professional
development to do my job well which I didn’t get.
 The pay wasn’t enough for the job - I was employed as a customer
service officer and only got a small pay rise to take on the manager job.
 Too little pay for too much work.
 Not enough guidance from senior management about the expectations
of the job.
To prevent the above mentioned risks may arise in the future. The risk control
measures that I believe will help in the management of such risks is to place
the human resources system to be efficient and to formulate policies and
procedures for recruiting staff selection.
If you have any doubts or any questions, please contact us at this email.

Thank you,
Raymond
6. Send an email to the CEO (your assessor).
Based on the above case study information, send a short email to the CEO,
outlining the situation.
The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should and identify at least two further risk control measures which you
believe should be put in place.
Subject: POLICY AND PROCEDURE
To: [email protected]
From: [email protected]
Date: 22/08/2019, 09.30 am.
Subject: policy and procedure

Dear, CEO
Hi,
The following had been identified with an assessment for employees.
Employees has been given initial training, however they needed ongoing
professional development.

 The pay wasn’t enough for the job. I was employed as a customer service
officer and only got a small pay rise to take on the manager job.
 Too little pay for too much work.
 Not enough guidance from senior management about the expectations of
the job.
Thus, training had been recommended with the Human Resource department
so that we can implement the appropriate policy as well as procedure.

Best Regards,
Raymond

7. Assist with auditing of risk in own area.

Assume that you have been asked to provide input on the NatureCare
Products risk management process that you undertook.
Research best practice risk management processes and identify at least one
area of the process you participated in that could be improved.

NatureCare Products risk management process:

Research best practice:
Proper risk management and internal control help organizations understand
the risks they are exposed to, put controls in place to counter threats, and
effectively pursue their objectives. They are therefore an important aspect of
an organization’s governance, management, and operations.
One area of the process I participated:
I participated in WHS training

8. Send an email to the CEO (your assessor).

The text of the email should be in grammatically correct English, written in an
appropriate (polite, business-like) style.
It should identify at least one area of the process you participated in that
could be improved.
The email text should also identify whether there are specific procedures for
the provision of training to staff on risk management.
It should list any changes that would you recommend to the risk
management process.
To: [email protected]
From: [email protected]
Date: 22/08/2019, 09.30 am.
Subject: risk management processes

Dear, CEO

Adequate supervision of workers is required to ensure health and safety. When

determining adequacy, you should consider the level of risk in the job, the
age/experience and/or competence of the worker, and the existing controls in
place to reduce the risk. Newer workers will need closer and more regular
supervision than experienced workers. Also, consider the requirements of
those with disabilities, cultural differences or language problems. Maintaining
records of supervision such as diary notes or team meeting minutes can help to
promote consistent work practices.

Best Regards,

Raymond