1. Canadian Tire is providing a one-day training session for itsretail employees on the topic of customer service at one of itsToronto stores. Review the various methods of needs analysispresented in the chapter. Discuss which methods would be best toconduct each of the following analyses:

a) Organizational analysis

b) Task analysis

c) Person analysis

2. Write one learning objective for Canadian Tire retail salestrainees who will be attending a one -day workshop on how toprovide better customer service.

Key elements:

Performance: What the trainee will be able to do after thetraining

Condition: The tools, time, and situation under which thetrainee is expected to perform the behavior

Criterion: The level of acceptable performance, standard, orcriteria against which performance will be judged

3. Select 4 types of problem participants and provide strategiesto the trainer on how to deal with these problems in a trainingsession.