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Approaches to Training and Development by Elwood F. Holton, Dugan Laird, Sharon Naquin

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5
Identifying Training Needs

Meeting Customer Needs

The “client” or “customer” will often have a preconceived notion of what the training needs are. However, it is important to note that their perceptions are not always accurately identified. Sometimes, the “fix” doesn’t involve training at all. Therefore, we want to emphasize this point: In practice, the customer is seldom completely right. In the best of situations, customers are aware of the problems for which training interventions are needed. More typically, even their view of the problem is biased and often incorrect. Only in the rarest of situations do customers have the expertise to identify, design, and carry out effective HRD solutions. Following the customer’s recommendation may ...

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