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Editor's Notes

• #9: You can write the answer in the chat window … or you can just think about it..that is alright.Also please note that All and none are also acceptable answers
• #10: You can write the answer in the chat window … or you can just think about it..that is alright.Also please note that All and none are also acceptable answers
• #11: You can write the answer in the chat window … or you can just think about it..that is alright.Also please note that All and none are also acceptable answers
• #12: Diagnosis. Dr. Pass it on asked Stevie to do the diagnosis for himself and arrive at the didease. Dr. Jump the gun really hurried the process of diagnosis. He asssumed that fever is due to pneumonia and ruled out any other posibility. And Dr. Force fit completely skipped the step and directly asked stevie to chose the pill he thinks wouold cure him. Now I want you to think about the process of diagnosis and learning needs analysis and identify the similarities. Also look at these three doctors Stevie met and try and remember if you see any similarities in them and the way Learning Needs Analysis is done at times.Well I think there have been times when we have all acted like Dr. Jump the Gun or Dr. Pass-it-on. And I think a lot of L&D team have some sort of Dr. Force Fits diagnosis applied somewhere.Mostly because of lack of resources and at times its also the other way round…..our business managers would straight away talk about the disease or even chose their own pill.So lets see first what diagnosis really is.
• #13: This is how the Free Medical Dictionary defines Diagnosis.There are three elementsSymptoms – then identifying the disease – and then deciding on the treatmentSo try and remember your last visit to the doctor….remember the questions she or he asked you. The are very specific, like – Do you have pain in abdomen, do you have fever…do you feel shivers during the fever, do you have a sore throat, etc. What the doctor is doing here is asking you about symptoms…and as a patient that’s all you canSo this takes u to our first point: Dignosis is the responsibility of L&D manager. You don’t do it on your own in isolation…but you should drive the process and help the business managers and others involved o it is done correct
• #14: Symptom – Fever and sore throatWhat could be causing it –questions if they drank something cold, run some testsDisease – viral infectionSimilarly in learning needs analysis you should start with a Sympom….in our context a Business Goal which is measurableThen you try and identify what will help you achieve it……or what is stopping us from achieving itAnd then you arrive at the need it could be a learning need, systems need, process need…or something elseExample – Need to improve Customer Satisfaction ScoresWhat is causing low customer satisfaction – check call centre recordingsCustomer feedbackTeam leader inputsCall centre executive’s inputsThen you identify what is the learning need
• #18: Use multi source data instead of single source to:avoid recency effectseparate Learning needs from other business needsidentify other factors affecting the business goalWhat is causing low customer satisfaction – check call centre recordingsCustomer feedbackTeam leader inputsCall centre executive’s inputsThen you identify what is the learning need
• #20: Or even betterWhat would you like to master.
• #21: Kodak - only how to make the existing product better…the need was to look outside and