Your group must create a PowerPoint training program to demonstrate a particular skill, knowledge and/or ability. The skill will be Customer Service Program - Communication. This presentation must be accompanied by documentation that describes the components listed below.

Needs Assessment - What lead your fictitious organization to believe this training program is necessary? What deficiencies did you see in the workplace that prohibited employees from doing their best work? Why is training the best way to address these deficiencies?

Design and development - Your group must list the specific objectives of the training program. As a result of your training, what will employees be able to do or know? This step is important because it will create the foundation for your evaluation of your training program

Implementation - Your group must develop an actual training overview with workshop objectives (i.e., think "handwashing"....What are the reasons for proper handwashing? What goals do you hope to achieve? What are the actual steps employees must take? and so forth. Also, how will your group roll out this training to employees?

Narrative of your evaluation methodology -This may be as short as one page. The focus of the page will be a discussion of how the learning deficiencies outlined in the design and development phase will be measured to determine progress. What percentage of your staff have actually corrected all deficiencies? Are there still problem areas? Be sure to include plan for retraining or a follow-up training plan. Don't forget your plan to evaluate the effectiveness of your training program. What tool will employees use to provide feedback?