Ron: Good morning! Both of you here…I’m glad to see you!
Deborah: Yes, Ron. We have good news to report. We have conducted a needs analysis and found that your team needs more training and development opportunities.
Ron: Training and development? I’ve never thought about it.
Deborah: Yes. We interviewed your employees, remember?
Well, we found that they are feeling overwhelmed. You know how that affects general performance.
They feel like often, nobody knows what to do in the call center. Every day requires a new course of action.
Ron: But we have specific tasks to complete here at the call center every day. I don’t understand!
We meet every Monday morning to discuss our sales and nobody has mentioned anything about training. It seems to me like all of my employees know what to do.
Deborah: Let me explain, Ron. We shouldn’t assume that training and development opportunities are only needed if there is something new to learn.
Training and development is linked to organizational development.
Remember,
organizational development focuses on improving the effectiveness of the organization through planned change.
Therefore, we must pay attention to short and long term organizational goals to delineate our strategies correctly. It is important to determine which approach to take to address an issue.
Ron: So what approach are we using now for my employees in the call center?
Deborah: Well Ron, in this case we’ve already assessed the situation and determined that a reactive approach is going to be the best. Using a reactive approach will provide us with immediate solutions to solve the performance gaps.
However, afterwards we should develop some proactive strategies to achieve the mission of the organization. This will allow us to enact a long-term plan for change within the call center.
Ron: Okay. You are saying that to guarantee the continued development of the organization, we have to promote constant training and development opportunities for our employees?
Deborah: That’s correct!
Ron: Let’s call Alex. She needs to know this too.
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