You are assigned the challenge of designing the training program for the temporars CSS employees who must complete training before they become permanent CSS employees.
Tip: From the case information, it is clear that the KSAs lacking in the 18 people selected without the full complement of desired competencies, are those associated with problem solving and customer service. Thus, these should be the areas of focus in the questions.
1. What are the training objectives for the CSS training program? Indicate how these are tied to the KSA requirements. Assume that all trainees have college degrees but need KSAs in all other areas listed in the Qualifications section.
2. Based on the training objectives provide a training agenda, indicating the time allocated and order of modules in your program.
3. For each module, describe the goals of the module and the training methods you will use to accomplish it. Provide your rationale.
4. How will you evaluate whether each person in your training program has mastered the knowledge and skill levels needed to perform as a CSS? Describe the types of questions you would ask of those supervising the CSS employees graduating from your training program.