1. CAPTURING TRAINING OPPORTUNITIES IDENTIFYING CLIENT NEEDS HPS University January 28, 2010 Stephen Alexander, Ph.D.

2. AGENDA  Background  Client Openings for Training  Conducting the Needs Analysis  Understanding the Key Issues  Offering Alternatives  Test Drives  Finalizing the Training

3. BACKGROUND  Involve groups of employees  May be systemic  May be short term or chronic  Respond to education and information as part of the solution Clients often call with scenarios - Often scenarios suggest issues EAP can help address issues that

4. SCENARIO EXAMPLES ◘ Changes in the organization, business unit or work group ◘ Increased conflict in the workplace ◘ Increased absenteeism ◘ Increased use of MLOA, etc. ◘ Others??

5. Getting to Alignment- Step 1  Needs Analysis - Questions, we have questions... □Create a Funnel ◘ Start out wide – what’s the current business climate at the site, what is/are the dominant driver(s) for the site, dept, work group, etc. ◘ Begin to narrow-where is the major “heartburn” – for leaders, employees, etc.

6. Getting to Alignment - Step 1 (cont)  Needs Analysis- more questions □Continue Narrowing the Funnel ◘ What are you seeing ? Employee behaviors of concern ◘ What has been the organization response so far? ◘ Past history with training? Lessons learned? ◘ Who will be sponsoring this training? (level of leadership, HR, etc.)

7. Getting to Alignment- Step 1 (cont)  Needs Analysis- Still more questions… □ Funnel continues to narrow ◘ What does success look like? ◘ The training works - what’s different? ◘ What’s the timing? When do they want the training?

8. Getting to Alignment- Step 2  Offering Alternatives □People support what they help create! □Involve the client in determining the training solution-Discuss options ◘ Have they seen the Training Catalogue? ◘ Would a review of a presentation be helpful? ◘ Timeframe for further discussion after the review

9. Getting to Alignment - Step 3  Checking for Agreement ◘ On the Presentation - areas of emphasis ◘ On the Timing - Date(s) / Times ◘ On the Location - single site - multi sites ◘ On the Delivery - in person, telephonic, webinar ◘ On the Audience - employees, supervisors, mixed

10. Document Discussions  On the Training Request Form  In the Org Services Review  Capture your emails – in both of the above and a email folder for the client  Makes hand-offs easier when principals change for the client or Value Options

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13. DISCUSSION