R02 Employee Training and Development
Directions: Be sure to save an electronic copy of your answer before submitting it to Ashworth College for grading. Unless otherwise stated, answer in complete sentences, and be sure to use correct English, spelling, and grammar. Sources must be cited in APA format. Your response should be four (4) double‐spaced pages; refer to the “Format Requirementsʺ page located at the beginning of this learning guide for specific format requirements.
Respond to the items below.
Part A: Needs assessment involves organization, person, and task analysis. Which one of these analyses do you believe is most important? Which is least important? Why?
Part B: Your boss says: “Why do I need to tell you what type of learning capability I’m interested in? I just want a training program to teach employees how to give good customer service. Explain to the boss how “good customer service” can be translated into different learning outcomes.
Part C: If you were going to use online technology to identify training needs for customer service representatives for a web-based clothing company, what steps would you take to ensure that the technology was not threatening to employees?
Part D: Customer service training involves far transfer. What design features would you include in a customer service training program to ensure that transfer of training occurred? What is a curriculum road map? Why is it important?
Grading Rubric
Please refer to the rubric on the next page for the grading criteria for this assignment.
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CATEGORYExemplarySatisfactoryUnsatisfactoryUnacceptable
10 points 8 points 5 points 2 points
Student selects the analysis
they believe is most
important and provides a
clear, logical discussion in
support of their choice.
Student selects the analysis
they believe is most
important and provides a
mostly clear, logical
discussion in support of
their choice.
Student selects the analysis
they believe is most
important and provides an
unclear or weak discussion
in support of their choice.
Student selects the
analysis they believe is
most important and
provides a poor discussion
in support of their choice.
10 points 8 points 5 points 2 points
Student selects the analysis
they believe is least
important and provides a
clear, logical discussion in
support of their choice.
Student selects the analysis
they believe is least
important and provides a
mostly clear, logical
discussion in support of
their choice.
Student selects the analysis
they believe is least
important and provides an
unclear or weak discussion
in support of their choice.
Student selects the
analysis they believe is
least important and
provides a poor discussion
in support of their choice.
20 points 15 points 10 points 5 points
Student provides a clear,
logical discussion of how
“good customer service” can
be translated into different
learning outcomes.
Student provides a mostly
clear, logical discussion of
how “good customer
service” can be translated
into different learning
outcomes.
Student provides an
unclear or weak discussion
of how “good customer
service” can be translated
into different learning
outcomes.
Student provides a poor
discussion of how “good
customer service” can be
translated into different
learning outcomes.
20 points 15 points 10 points 5 points
Student provides a clear,
logical discussion of the
steps they would take to
ensure that the technology
was not threatening to
employees.
Student provides a mostly
clear, logical discussion of
the steps they would take to
ensure that the technology
was not threatening to
employees.
Student provides an
unclear or weak discussion
of the steps they would
take to ensure that the
technology was not
threatening to employees.
Student provides a poor
discussion of the steps
they would take to ensure
that the technology was
not threatening to
employees.
10 points 8 points 5 points 2 points
Student provides a clear,
logical discussion of design
features to include in a
customer service training
program.
Student provides a mostly
clear, logical discussion of
design features to include in
a customer service training
program.
Student provides an
unclear or weak discussion
of design features to
include in a customer
service training program.
Student provides a poor
discussion of design
features to include in a
customer service training
program.
10 points 8 points 5 points 2 points
Student provides a clear,
logical discussion of a
curriculum road map and why
it is important.
Student provides a mostly
clear, logical discussion of a
curriculum road map and
why it is important.
Student provides an
unclear or weak discussion
of a curriculum road map
and why it is important.
Student provides a poor
discussion of a curriculum
road map and why it is
important.
10 points 8 points 5 points 2 points
Student makes no errors in
grammar or spelling that
distract the reader from the
content.
Student makes 1-2 errors in
grammar or spelling that
distract the reader from the
content.
Student makes 3-4 errors in
grammar or spelling that
distract the reader from the
content.
Student makes more than
4 errors in grammar or
spelling that distract the
reader from the content.
10 points 8 points 5 points 2 points
The paper is written in
proper format. All sources
used for quotes and facts are
credible and cited correctly.
Excellent organization,
including a variety of
thoughtful transitions.
The paper is written in
proper format with only 1-2
errors. All sources used for
quotes and facts are credible
and most are cited correctly.
Adequate organization
includes a variety of
appropriate transitions.
The paper is written in
proper format with only 3-5
errors. Most sources used
for quotes and facts are
credible and cited correctly.
Essay is poorly organized,
but may include a few
effective transitions.
The paper is not written in
proper format. Many
sources used for quotes
and facts are less than
credible (suspect) and/or
are not cited correctly.
Essay is disorganized and
does not include effective
transitions.
Format - APA
Format, Citations,
Organization,
Transitions (10
Points)
Part A: Needs
Assessment - Most
Important (10
points)
Mechanics -
Grammar,
Punctuation,
Spelling (10 Points)
Part A: Needs
Assessment - Least
Important (10
points)
Part C:Technology
(20 points)
Part D1: Training
Transfer (10 points)
Part D2: Curriculum
Road Map (10
points)
Part B: Learning
Outcomes (20
points)
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