CAPTURING TRAINING OPPORTUNITIES IDENTIFYING CLIENT NEEDS

1. CAPTURING TRAINING OPPORTUNITIESIDENTIFYING CLIENT NEEDS HPS University January 28, 2010 Stephen Alexander, Ph.D.

2. AGENDA • Background • Client Openings for Training • Conducting the Needs Analysis • Understanding the Key Issues • Offering Alternatives • Test Drives • Finalizing the Training

3. BACKGROUND • Involve groups of employees • May be systemic • May be short term or chronic • Respond to education and information as part of the solution Clients often call with scenarios - Often scenarios suggest issues EAP can help address issues that

4. SCENARIO EXAMPLES • Changes in the organization, business unit or work group • Increased conflict in the workplace • Increased absenteeism • Increased use of MLOA, etc. • Others??

5. Getting to Alignment- Step 1 • Needs Analysis - Questions, we have questions. . . • Create a Funnel • Start out wide – what’s the current business climate at the site, what is/are the dominant driver(s) for the site, dept, work group, etc. • Begin to narrow-where is the major “heartburn” – for leaders, employees, etc.

6. Getting to Alignment - Step 1 (cont) • Needs Analysis- more questions • Continue Narrowing the Funnel • What are you seeing ? Employee behaviors of concern • What has been the organization response so far? • Past history with training? Lessons learned? • Who will be sponsoring this training? (level of leadership, HR, etc.)

7. Getting to Alignment- Step 1 (cont) • Needs Analysis- Still more questions… • Funnel continues to narrow • What does success look like? • The training works - what’s different? • What’s the timing? When do they want the training?

8. Getting to Alignment- Step 2 • Offering Alternatives • People support what they help create! • Involve the client in determining the training solution-Discuss options • Have they seen the Training Catalogue? • Would a review of a presentation be helpful? • Timeframe for further discussion after the review

9. Getting to Alignment - Step 3 • Checking for Agreement • On the Presentation - areas of emphasis • On the Timing - Date(s) / Times • On the Location - single site - multi sites • On the Delivery - in person, telephonic, webinar • On the Audience - employees, supervisors, mixed

10. Document Discussions • On the Training Request Form • In the Org Services Review • Capture your emails – in both of the above and a email folder for the client • Makes hand-offs easier when principals change for the client or Value Options

11. DISCUSSION