Knowledge, Skills, and Attitudes (KSAs)

Review the Training in Action 1-3 scenario titled, “Training Needs in the Student Registration Office” in Chapter 1 of the Blanchard and Thacker (2013) text. Assume that you were hired to develop a training program for the Customer Service Representatives (CSRs) as described in the scenario. Identify four of the most important KSAs (Knowledge, Skills, and Attitudes) a training program for the CSRs must address and include your reasoning for selecting these. Discuss the specific activities to be performed in the five phases of the training process model: Analysis Phase, Design Phase, Development Phase, Implementation Phase, and Evaluation Phase.

Use this week’s lecture as a foundation for your initial post. Incorporate into your discussion the transfer of training concepts from the Jaidev and Chirayath (2012) article with an emphasis on pre-training, during-training, and post-training activities. Utilize concepts from the Develop a Training Plan video and the Blanchard and Thacker (2013) text in your discussion. Your initial post should be 250 to 300 words.

Respond to at least two other posts regarding items you found to be compelling and enlightening. To help you with your reply, please consider the following questions:

• What did you learn from the posting?
• What additional questions do you have after reading the posting?
• What clarification do you need regarding the posting?
• What differences or similarities do you see between your initial discussion thread and your classmates’ postings?
• Compare the KSAs you identified with those identified by others.
• What are the differences or similarities in the activities identified for the five phases of the training process model between your initial discussion thread and others?
• Analyze your classmates’ chosen KSAs. Do you agree or disagree with the choices? Why or why not? Provide examples where possible.

Your reply posts should be a minimum of 150-250 words each.

Reply to Latasha Jones post

Training and development are vital in an organization’s and an employee’s growth and success. Typically, successful organizations implement training programs in an attempt to be proactive in resolving workplace concerns and opportunities. As a developer for a training program for the Customer Service Representatives (CSRs), it is the mission to resolve the existing concerns with competency of functional expertise within the registrars office. The organization’s employees fully understand the expectations within the workplace, but fail to execute them appropriately. Because of this, students are being impacted when it comes to registering for courses. As Blanchard & Thacker (2013) states “the cause of the performance gap might be in inadequate knowledge, skills, or attitudes (KSAs) of employees”.  There are five phases with the training process model which should be analyzed when developing a new training and development process. The five phases consist of analysis, design, development, implementation, and evaluation.

Analysis Phase: This phase consists of acknowledging the issue within the organization. Additionally time lines and action plans are established to correct the existing issue. This process consists of acknowledging the opportunity with employees failing to execute job duties and follow procedures.

Design Phase: The design phase consists of providing feedback to employees. This process would consist of training by performance appraisals and observations.

Development Phase: The development phase is when an outline is created to drive out the action plan. This includes holding employees accountable when it comes to following the protocol and being compliant.

Implementation Phase: The implementation phase provides employees with new activities to adjust their current behaviors. This includes soft skill activities such as online training.

Evaluation Phase: The evaluation phase consists of focusing on the results of the organizational change to  acknowledge its effectiveness.  Leaders should review if performance appraisals and soft skill training have increased employee’s abilities to follow the protocol.

Although the organization has not focused their efforts on molding their employees, employees should also be held accountable for not following processes and for failing to keep good attitudes within the organization. KSA’s are vital in focusing on training and selection. As Wooten (1993) states “however, KSA’s can be either selection criteria or training criteria.”

References

Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc.

Wooten, W. (1993). Using knowledge, skill and ability (KSA) data to identify career pathing opportunities:.. Public Personnel Management, 22(4), 551. https://doi-org.proxy-library.ashford.edu/10.1177/009102609302200405

Reply to Sade Malone post

Customer service representatives (CSRs) need relevant knowledge, skills, and attitudes (KSAs) to enhance quality service delivery. Based on Blanchard and Thacker (2013) case study, the CSRs have failed to meet students’ satisfaction during registration for classes. Therefore, these workers require appropriate training that reflects KSAs. The four KSAs include competitive computer literacy, effective communication, positive attitude, and academic qualifications. Firstly, students’ complaints about poor services might have arisen from technological problems, which involve computer skills. Secondly, the CSRs may be lacking adequate communication skills to address the organizational crisis. Thirdly, the CSRs may have poor attitudes due to low job satisfaction. The final KSAs, academic qualifications can assist in determining if the CSRs have the necessary training to provide quality services. As a result, an appropriate training program for the CSRs must address computer literacy, effective communication, positive attitude, and academic qualifications.

After identifying the most significant KSAs, the training will occur in five phases. The process will utilize the ADDIE model that focuses on analysis, design, development, implementation, and evaluation (Danks, 2011; Jaidev & Chirayath, 2012). In the analysis phase, the trainers will examine the potential causes of the problem and propose suitable solutions. Some of the appropriate data collection techniques will include surveys and interviews to identify the factors that lead to poor service management. Therefore, this stage will enable the trainers to formulate the timeline, budget, and the general outline of the training. In the design phase, the change agents will create the learning objectives of this program. The development phase will consist of designing the model of the training and providing the deliverables in writing. The training will be delivered in the implementation phase, and its outcomes will be assessed in the evaluation phase.

References

Blanchard, P. N., & Thacker, J. (2013). Effective training: International Edition. Pearson Higher Ed.

Danks, S. (2011). The ADDIE model: Designing, evaluating instructional coach effectiveness. ASQ Primary and Secondary Education Brief, 4(5), 1-6.

Jaidev, U. P., & Chirayath, S. (2012). Pre-training, during-training, and post-training activities as predictors of transfer of training. IUP Journal of Management Research, 11(4), 54.