ANSWER GUIDE

Assessment Task 1: Determine Development Needs

The student must submit:

o a short research report which covers questions on
legislation
o a one-page script
o a written employee self-evaluation form
o a written client feedback form
o an evaluation report that identifies areas for employee
improvement and outlines possibilities for the collaborative
development of employee training objectives.

Script
Clearly explain to the employee why there will be self-evaluation feedback
and feedback from other stakeholders
Use an appropriate greeting friendly, professional
Explain methods of consultation (self-evaluation and other stakeholder
feedback)
Explain how feedback will be analysed to determine training needs
Explain how feedback will be stored as per organisation policy
Self-evaluation form (see sample below)
Does the self-evaluation form include the title, the purpose of the form, and
space for name, date and persons title/job/position?
Feedback from clients
On the form, include a title, purpose of the form, and space for name, date
and the persons title/job/position

In consideration of their clients busy schedule, restrict subject areas to the

key skills related to the placement of orders by phone, providing good service
and follow-up
Use a rating system or other feedback format relevant to the subject matter,
if appropriate
Other areas could include:

personal strengths

customer service

handling complaints

space for the persons signature and date

space for the supervisors signature and date for records

areas where training/professional development programs would be

advantageous.

Evaluation report
In the report, compare feedback on performance with established team
learning needs
Competencies the team needs for Mary to improve include the following:

handling customer complaints, which may include conflict management

and/or resolution skills

management of records and information

Microsoft Excel and Access courses.

Discuss collaborative means to identifying options relevant to Mary

For example:

tasking Mary to find and nominate the courses she favours

including her input in the design of any training plan and selection of
competencies, including attainment of recognised licenses

identifying tasks that need improving at the workplace and using

opportunities presented by the training to focus on these areas.

Identify sources of training relevant to Marys needs

Seeking advice on nationally recognised training and qualifications from
government-endorsed agencies that address these areas will provide a more
valuable learning outcome for Mary and her future value as an employee.