training and development question:

conduct a training needs assessment on a case study assigned and answer following:

The Asthma Attack

In March of 2013, a teenage boy visiting a Tim Hortons franchise in London, Ontario suffered an asthma attack. The 17-year-old boy was having difficulty breathing and was gasping for air as he tried to get the attention of employees.

According to a customer who witnessed the incident, an employer asked What do you want? kind of rudely and all the boy could say was Help and Phone. Employees told him the phone wasnt for customers and directed him to a payphone across the street at a variety store.

According to the witness, The teen boy was going between the two tills, there were five or six employees he was visibly in distress. They didnt ask if he needed help. The whole time, not one of them came out from behind the counter to see if he was okay.

The customer who witnessed the incident called 911 and stayed with the boy until paramedics arrived. However, when they arrived they found themselves at an exit-only door. The employees did not open the door to let them in, so the paramedics had to pry the door open to get to the boy and take him to the hospital.

Source: Saks, A.M. & Maccoun, R.R. Managing performance through training and development 8^th ed.). Toronto, ON: Nelson Education Ltd.

questions:

1. Run the case study through the needs assessment process. Refer to Figure 3.1
2. What is the performance problem and why is it important?
3. Who should take part in the TNA? Who are are the stakeholders? Why?
4. What methods and sources would you use? Explain why you would choose this method(s).
5. What information would you collect by doing an organizational analysis? List some key questions that you might use, and why.
6. What information would you collect by doing a task analysis? Describe how you would validate the list of tasks.
7. What information would you collect by doing a person analysis? Describe some results you might expect to find.
8. Do you think training is needed to solve the performance problem? Consider some other solutions to performance problems and whether they would be appropriate. How would you know if training is the best solution to the performance problem?

FIGURE 3.1 THE NEEDS ANALYSIS PROCESS Concern Important? Yes No Terminato Consult Stakeholders Collect Information Organizational Analysis 1. Strategic alignment 2. Environment 3. Resource analysis 4. Organizational context Task Analysis 1 Identify target jobs 2. Oblain description 3. Develop rating scales 4. Survey incumbents 5. Analyze and interpret informalion 6. Provide feedback Person Analysis 1. Define desired performance 2. Determine gap 3. Identify obstacles Outcomes 1 Performance gaps 2. Solulions lo performance gaps 3. Where training is needed 4. The type of training needed 5. Who needs to be trained 6. Specification of learning objectives 7. How training should be designed and delivered 8. The development of criteria for evaluation FIGURE 3.1 THE NEEDS ANALYSIS PROCESS Concern Important? Yes No Terminato Consult Stakeholders Collect Information Organizational Analysis 1. Strategic alignment 2. Environment 3. Resource analysis 4. Organizational context Task Analysis 1 Identify target jobs 2. Oblain description 3. Develop rating scales 4. Survey incumbents 5. Analyze and interpret informalion 6. Provide feedback Person Analysis 1. Define desired performance 2. Determine gap 3. Identify obstacles Outcomes 1 Performance gaps 2. Solulions lo performance gaps 3. Where training is needed 4. The type of training needed 5. Who needs to be trained 6. Specification of learning objectives 7. How training should be designed and delivered 8. The development of criteria for evaluation