Section D

This section will test your knowledge and skills in the field of training and development.

Read each question carefully before you attempt to answer. Please ensure that if you are required to upload information, that you upload it in the correct format and that you upload it at the question where it is required.

NOTE: Attachments that are added to an incorrect link or uploaded on the wrong place on the Virtual Campus will not be marked.

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Question text

Training and development within any organisation play a key role in meeting the organisation's strategic, business, and organisational goals. As the Human Resources Training Manager, it is part of your duties to continuously do training and development assessments to identify training needs and implement action plans to address these needs.

You have identified the following skills that the $15$ receptionists of a big company are lacking:

Limited understanding of what customer service means.

Lack of skills to provide excellent customer service.

Now that you have identified the training gaps plan and prepare for the training by presenting a lesson and requiring attendees to complete an assessment upon completion of the lesson.

Complete the following tasks and steps:

Draw up a lesson plan to cover the identified training gaps. Use the template provided to complete your lesson plan. $(20$ marks$)$

Prepare a PowerPoint presentation that you will use to present the lesson. $(20$ marks$)$

Prepare a short assessment that the receptionists need to complete after the lesson to test their understanding of the content presented in the lesson. The assessment must consist of $10$ multiple$-$choice questions, $8$ of these questions must test their understanding of customer service, while the remaining $2$ questions must test their ability to apply customer service skills in the workplace $($make use of a short case study or scenario for the application questions$).$ You also need to prepare a memorandum for the