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Training Needs Assessment

Student’s Name

Institution
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Training Needs Assessment

As depicted in the in-class activity for student evaluations, the college of business at

CSULB noted that most of the staff and faculty lack customer service skills. Therefore, there was

a need for precise training on the employees. The need for training was brought about by the

complaints given by the students towards the courtesy of the staff and faculty when handling

their problems. Further, the students revealed that they find it difficult to seek some help from

the staff and faculty when needed. As a result, the dean has proposed hiring a training consulting

company to offer an 8-hour training program to all the faculty and staff in the college. In return,

the college is expected to pay a total of $50,000 for the training since the cost of training per

employee is $250, and there are about 200 employees in the college.

Based on the given information, the training need is essential. However, it can be done

internally by the senior management. Besides, the college management can issue guiding rules or

produce fliers that could guide the staff and faculties on how they should handle the students. As

such, the staff and faculties could be able to learn and correct their errors internally other than

inviting an external body to conduct the training. The common student complaints are not that

strange to a level that the college management should take extra costs to solve. However, the

training need is so minor for the college to handle on its own.

In this regard, I feel that the dean made the right decision though he did not evaluate the

training's impacts and goal. I, therefore, deviate from his proposal due to the issue of costs and

the weight of the training need for the college. Extending the training need cost to 250 dollars per

employee and consuming about eight hours it can be quite high for the college to meet and have

a smooth running. Therefore, the dean should have also evaluated the impacts of the training

based on its value and need.

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Further, other than cost, the decision is time-consuming. Training the employees for eight

hours could mean that it affects their productivity. The time is taken while training is precious

that it could have been useful in running and serving in the college. Therefore, the decision

results from doubling costs for the institution. Compared to the training needs, the college should

not incur such costs since it is not a big issue.

I would therefore recommend that instead of focusing on extending the cost of training to

be too high for the institution, the dean could have set strategies and conducted peer teachings

among the employees and set goals for the institution. As a result, the college staff will have

been forced to work based on the college mission and goals. Such could have been achieved by

setting the student welfare as the institution's primary mission, and thus, their needs should be

kept as a priority. As a result, the employees could have changed their motives and worked

towards the college goals. Further, the dean could have advanced his communication channel

and extended his teaching towards the institution staff to let them understand their roles within

the college. Advancing the communication channel can ensure close monitoring on the level of

student satisfaction based on the services they receive from the staff. As such, employees shall

be able to learn from the new management rules and correct their behavior.