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An operations director for a retail call center asks a talent development (TD) manager to analyze the recent rise in incorrect orders, which are up 40% in the past month.

Step 2

Metrics show that most of the incorrect orders were handled by employees hired within the past six months. Further analysis shows these new hires lacked the knowledge needed to do the job correctly.

Step 3

A review of the training materials for new hires indicates that the material was aligned to the job requirements. The delivery methods specified were appropriate and aligned with skills application. Follow-up revealed that the trainer only lectured the new hires and did not follow the training delivery methods as designed.

Which solution(s) should the TD manager present to the call center operations director and all stakeholders?

An organization is using Kotter's eight-step process during a change management initiative. Which action best supports creating a vision for change?

A talent development professional is developing a training course for line staff who have been promoted to a manager position for the first time. Why should relationship building be a critical component of the training course?

A talent development professional is planning a company-wide volunteer day event. One of the risk factors identified is the possibility that too few volunteers will participate. What are the two primary considerations in evaluating this risk?