Final Project: Milestone Two
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In any organization, training is a critical element in the organization’s growth. Training starts with a needs assessment in the firm that aid in determining the training requirements. The needs assessment helps define the staff performance and the required knowledge, abilities, and skills, which thus guide the human resource department into focusing on areas crucial to meeting the firm’s goals. In this case, the focus is on the need for a Customer Service – CARE Business Partner at Maersk. According to Snell et al. (2016), a needs assessment has three major components: organizational, task, and person assessment or analysis. Organizational analysis of assessment helps define the skills, knowledge, experience, and abilities of the candidate the firm needs. For instance, Maersk Line is a global shipping company that requires a CARE business partner (Maersk Customer Service – CARE Business Partner Job Posting). There is a need to assess the company’s needs to ensure the partner brought on board possesses the characteristics to fit the company’s needs. Organization analysis also defines the partner’s role in the firm and the individual’s impact on organizational elements such as demography and technology, as well as the training environment.

The task analysis examines the knowledge requirement, skills, and abilities related to a given occupation and points to an existing occupational gap and the duties and roles involved. In the task analysis, a firm uses the outcomes to define the kind of partner needed. In the case of Maersk Line, the task is creating value relations with customers, acting as a primary contact for various stakeholders in the service business, and meeting customer satisfaction, among other needs. An analysis of such defined tasks determines the candidate fit for the post and the focus of the training program. The last component, person analysis, determines an employee’s capability to undertake the given job in combination with other relevant tasks. According to Snell et al. (2016), a person analysis provides data on the individual training needs and people fit for such training.

SHRM (2009) details that learning activities are critical in helping employees undergo experiential learning, improving the company’s effectiveness and cohesiveness. Maersk Customer Service – CARE Business Partner training program requires learning activities to ensure the individuals or applicants are adequately prepared for the position. According to SHRM (2009), a blend of traditional and technological training methods helps employees benefit from training. For instance, a training session can include role-playing or simulations, which allows the employees to get a hands-on experience with the task assigned. The activities that work best in group training methods foster team cohesiveness and understanding. Ultimately, the employees’ relationships improve as they interact, which extends to their customers. The company gains teamwork and better communication skills crucial to the task.

Experiential learning requires incorporating relevant adult learning methods (SHRM, 2009). Trainers need to ensure that training programs that include adult learning have an aspect of learner’s control for effective outcomes of the training session. The best way to incorporate adult learning is through the group training process. When individuals work in groups, they apply the knowledge gained in the groups. Group training can also include visual representation, patience, listening and communication skills, and the willingness to help one another learn. A training program with adult learners should ensure a supportive and encouraging environment that respects diversity. The program may also include extrinsic or intrinsic rewards to motivate the adults. The trainers should ensure the program helps the adult learners gain conceptual knowledge, participate in behavior simulation, analyze various activities and create a connection between knowledge gained and activities undertaken in real-life situations (SHRM, 2009).

A training plan begins with a needs assessment and should provide SMART objectives. SMART, specific, measurable, attainable, reliable, and time-bound, helps organizations focus on their goal or target achievement. The goals of the training plan should be clear and align with the vision and mission of the firm. SMART objectives define the status of the firm and the position of various employees. The objective act as a guideline for the employees to follow and thus offers each stakeholder clarity on their role and impact towards the goals.


Snell, S., Morris, S., & Bohlander, G. W. (2016). Managing Human Resources (17th ed.). Boston, MA: Cengage Learning.

Society for Human Resource Management. (2009). Unit 6: Training Methods Experiential Learning and Technology. SHRM

Southern New Hampshire University. (2021). Customer Service – CARE Business Partner Job Posting