Section A: Training and Developing Employees Read the "airline reservation clerk's duties" below. Assume that a major airline has just hired 30 new reservation clerks, and that you are required to create a 3-day training program for this group of new employees. Airline reservation clerks obviously need numerous skills to perform their jobs. Airline reservation clerk's duties: "Customers contact our airline reservation clerks to obtain flight schedules, prices, and itineraries. The reservation clerks look up the requested information on our airline's online flight schedule systems, which are updated continuously. The reservation clerk must speak clearly, and deal courteously and expeditiously with the customer, and be able to quickly find alternative flight arrangements in order to provide the customer with the itinerary that fits his or her needs. Alternative flights and prices must be found quickly, so that the customer is not kept waiting, and so that our reservations operations group maintains its efficiency standards. It is often necessary to look under various routings, since there may be a dozen or more alternative routes between the customer's starting point and destination." A-1. Explain how training needs analysis is different for new employees versus for current employees. (10 marks) A-2. Produce a specific training outline for the airline reservation clerks with detailed description of a relevant method that should be included as part of the training process. Make sure to be very specific about the knowledge or skill that you want to teach the airline reservation clerks. (10 marks)