Hardware and Network Servicing

Level-IV
Based on November 2023, Curriculum Version- II

Module Title: - Conducting/Facilitating User Training

Module code: - EIS HNS4 M07 1123
Nominal duration: 30Hour

Prepared by: Ministry of Labor and Skill

November 2023
Addis Ababa, Ethiopia
 LO1: Planning and facilitating Training
This unit is developed to provide you the necessary information regarding the following content
coverage and topics:
 Developing training aim and procedures
 Developing training plan
 Evaluating training outcome
This unit will also support you to accomplish the learning outcomes stated in the cover page.
Specifically, upon completion of this module, you will be able to:
 Develop training aim and procedures
 Develop training plan
 Evaluate training outcome
 1.1. Planning and facilitating Training
Planning a training program involves several key steps to ensure its effectiveness. Whether
you're organizing a training session for employees, students, or any other group. Think of,
flexibility is important. Adapt your plan based on the needs and dynamics of the participants to
ensure a positive and impactful training experience.

Training Facilitation

Facilitating training involves creating an environment that supports effective learning and skill
development. Here are some key considerations and tips to facilitate successful training:

 Understand Your Audience: Know your participants’ background, experience, and learning
styles. Tailor your content and delivery to meet the needs of your audience.
 Set Clear Objectives: Clearly define what participants should know or be able to do after the
training. Break down objectives into manageable, measurable goals.
 Create Engaging Content: Use a variety of instructional methods (lectures, discussions, hands-
on activities, multimedia) to keep participants engaged. Incorporate real-world examples and
case studies

1.2. Developing training aim and procedures

Developing a training program involves creating clear aims and procedures to guide the learning
process. Here's a step-by-step guide to help you develop training aims and procedures:
Training Aim:
1. Define Training Objectives:
 Start by clearly defining the specific goals and objectives of the training. What
skills, knowledge, or behaviors do you want participants to acquire or improve
upon?
2. Align with Organizational Goals:
 Ensure that the training aims align with the broader goals and objectives of the
organization. This connection helps participants understand the relevance of the
training to the overall mission.
 3. Consider Learner Needs:
 Take into account the needs and preferences of the target audience. What are their
current skill levels, and what gaps need to be addressed? Tailor the aims to meet
these specific needs.
4. Create Measurable Outcomes:
 Develop measurable outcomes for each training objective. This allows you to
assess whether participants have achieved the desired results at the end of the
training.
5. Prioritize Aims:
 Prioritize the training aims based on their importance and logical progression.
Consider the foundational knowledge or skills that participants need before
moving on to more advanced topics.
6. Communicate Aims Clearly:
 Clearly communicate the training aims to participants. This can be done through
training materials, introductory sessions, or a formal training document.
Training Procedures:
1. Identify Training Methods:
 Choose appropriate training methods based on the objectives and the nature of the
content. Methods could include lectures, discussions, hands-on activities, case
studies, simulations, or a combination of these.
2. Sequence Content:
 Organize the training content in a logical sequence. Start with foundational
concepts before progressing to more complex topics. Ensure a smooth flow that
helps participants build on their understanding.
3. Develop a Training Schedule:
 Create a detailed training schedule that outlines the timing for each session or
module. Consider the appropriate duration for each topic, taking into account
attention spans and the depth of the material.
4. Prepare Training Materials:
 Develop or gather the necessary training materials, including slides, handouts,
activities, and any multimedia elements. Ensure that these materials support the
 learning objectives and engage participants.
5. Facilitator Guidelines:
 If there are facilitators or trainers involved, provide clear guidelines for their
roles. Include instructions on how to deliver each section, manage discussions,
and address participant questions.
6. Interactive Elements:
 Incorporate interactive elements throughout the training. This could include group
discussions, Q&A sessions, role-playing, or hands-on exercises. Interactive
elements enhance engagement and retention.
7. Assessment Strategies:
 Outline assessment strategies to measure participants' understanding and progress.
This could involve quizzes, practical exercises, or other forms of evaluation
aligned with the training objectives.
8. Feedback Mechanisms:
 Establish mechanisms for collecting feedback from participants during and after
the training. This feedback can be valuable for making improvements and
adjustments.
9. Contingency Plans:
 Anticipate potential challenges and have contingency plans in place. This could
include technical issues, participant disengagement, or unexpected questions.
10. Post-Training Support:
 Consider what support will be provided to participants after the training. This
could include access to additional resources, mentoring, or opportunities for
continued learning.
11. Review and Update:
 Regularly review and update the training procedures based on feedback and the
evolving needs of the participants and the organization.
By systematically developing clear aims and procedures, you set the foundation for a well-
organized and effective training program. Regularly evaluate the outcomes and seek
opportunities for continuous improvement.
1.3. Developing training plan

Developing a comprehensive training plan involves careful consideration of various elements to

ensure the effectiveness of the training program. The following information’s will help you
develop a training plan:
1. Identify Training Needs: Conduct a thorough needs assessment to determine what skills,
knowledge, or competencies need to be addressed through the training. This can involve
surveys, interviews, performance analysis, and feedback from stakeholders.
2. Define Training Objectives: Clearly articulate the specific, measurable, achievable,
relevant, and time-bound (SMART) objectives for the training. Ensure that these objectives
align with organizational goals and the identified training needs.
3. Determine Target Audience: Identify the individuals or groups who will participate in the
training. Consider their roles, existing knowledge levels, and any specific characteristics that
might influence the design of the training.
4. Set Training Scope and Limits: Define the scope of the training program and establish any
limitations. Consider factors such as time constraints, available resources, and the depth of
the content.
5. Select Training Methods: Choose appropriate training methods based on the objectives and
the nature of the content. Methods can include lectures, workshops, simulations, e-learning
modules, on-the-job training, mentorship, and more.
6. Develop Training Materials: Create or gather the necessary training materials, including
presentations, handouts, manuals, and any multimedia elements. Ensure that these materials
align with the training objectives and are suitable for the target audience.
7. Design Training Sessions: Break down the training content into logical sessions or
modules. Consider the sequencing of topics, ensuring a smooth flow that helps participants
build on their understanding progressively.
8. Create a Training Schedule: Develop a detailed training schedule that outlines the timing
for each session or module. Allocate sufficient time for discussions, activities, and
assessments. Consider the overall duration of the training program.
9. Assessment Strategies: Determine how you will assess participants' understanding and
progress. This could involve quizzes, practical exercises, presentations, or other forms of
evaluation aligned with the training objectives.
10. Facilitator Guidelines: If there are facilitators or trainers involved, provide clear guidelines
for their roles. Include instructions on how to deliver each section, manage discussions, and
address participant questions.
11. Feedback Mechanisms: Establish mechanisms for collecting feedback from participants
during and after the training. Feedback can provide insights into the effectiveness of the
training and areas for improvement.
12. Implementation Plan: Outline how the training will be delivered, whether in-person,
virtually, or through a combination of methods. Consider any technology or logistical
requirements.
13. Evaluation and Improvement: Plan for post-training evaluation to assess the overall
success of the program. Use feedback and assessment results to make improvements for
future training sessions.
14. Post-Training Support: Consider what support will be provided to participants after the
training. This could include access to additional resources, follow-up sessions, or
opportunities for continued learning.
15. Documentation: Document all aspects of the training plan, including objectives, schedules,
materials, and assessment tools. This documentation serves as a reference for trainers and a
basis for future iterations of the training.
By systematically addressing these steps, you can create a well-structured and effective training
plan that meets the needs of your audience and achieves the desired learning outcomes.
Regularly review and update the plan based on feedback and evolving organizational needs.

1.4. Evaluating training outcome

Evaluating the outcomes of a training program is crucial to determining its effectiveness and
identifying areas for improvement. Here's a list of guide on how to evaluate the outcomes of a
training initiative:
1. Define Evaluation Criteria:
 Clearly define the criteria by which you will measure the success of the training.
This could include improvements in knowledge, skills, job performance, or other
specific outcomes relevant to the training objectives.
2. Select Evaluation Methods:
  Choose appropriate evaluation methods based on your defined criteria. Common
methods include pre- and post-training assessments, surveys, observations,
interviews, and performance reviews.
3. Baseline Assessment:
 Conduct a baseline assessment before the training to measure the participants'
initial knowledge, skills, or performance. This will serve as a reference point for
comparison after the training.
4. Immediate Post-Training Assessment:
 Administer assessments immediately after the training to gauge the participants'
immediate grasp of the material. This could include quizzes, practical exercises,
or other evaluation tools.
5. Collect Participant Feedback:
 Gather feedback from participants through surveys or interviews. Ask about their
overall satisfaction with the training, the relevance of the content, the
effectiveness of the training methods, and any suggestions for improvement.
6. Observations and Performance Metrics:
 If applicable, observe participants applying the newly acquired knowledge or
skills in real or simulated work situations. Also, assess relevant performance
metrics to measure changes in job performance.
7. Compare Results to Objectives:
 Compare the evaluation results to the initially defined training objectives. Identify
areas where the training successfully met the objectives and areas that may need
improvement.
8. Quantitative and Qualitative Data Analysis:
 Analyze both quantitative and qualitative data. Quantitative data may include
numerical scores and metrics, while qualitative data can provide insights into
participants' experiences, challenges, and suggestions.
9. Cost-Benefit Analysis:
 Conduct a cost-benefit analysis to evaluate the return on investment (ROI) of the
training. Compare the costs of the training program to the tangible and intangible
benefits it brings to the organization.
10. Feedback from Managers and Stakeholders:
 Gather feedback from participants' managers and other relevant stakeholders.
Assess whether the training has positively influenced job performance and
contributed to organizational goals.
11. Documentation and Reporting:
 Document the evaluation results and prepare a comprehensive report. Share the
findings with key stakeholders, including management, participants, and those
responsible for training development.
12. Adjust Training Program:
 Based on the evaluation results, make adjustments to the training program. This
could involve refining content, modifying delivery methods, or addressing
specific challenges identified during the evaluation.
13. Plan for Ongoing Evaluation:
 Establish a plan for ongoing evaluation of the training program. Regularly
reassess the effectiveness of the training to ensure its continued relevance and
impact.
14. Celebrate Success and Recognize Improvement:
 Acknowledge and celebrate the successes of the training program. Also,
recognize and appreciate the efforts made to improve the program based on
evaluation feedback.
A comprehensive evaluation process ensures that your training program remains dynamic,
responsive to participant needs, and aligned with organizational goals. Regularly reassess and
refine the training based on the evolving needs of the participants and the organization.
 LO2: Training Needs
This unit is developed to provide you the necessary information regarding the following content
coverage and topics:
 Training benchmarks
 Identifying needs
 Measuring proposed training
This unit will also support you to accomplish the learning outcomes stated in the cover page.
Specifically, upon completion of this module, you will be able to:
 Train benchmarks
 Identify needs
 Measure proposed training

2.1. Training Needs

Training needs analysis (TNA) is a systematic process used to identify the knowledge, skills, and
abilities that individuals or groups within an organization need to acquire or enhance to fulfill
their roles effectively. Training needs analysis is an ongoing and iterative process that plays a
crucial role in ensuring the agility and competitiveness of an organization. Regular reviews and
updates to the TNA process help maintain its effectiveness in meeting evolving organizational
needs.

2.2. Training benchmarks

Training benchmarks are key performance indicators or standards that organizations use to assess
the effectiveness of their training programs. These benchmarks help measure the success of
training initiatives and ensure that they align with organizational goals. Here are some common
training benchmarks:

1. Training Completion Rates:

 Percentage of employees who successfully complete the training program. This
benchmark indicates the overall engagement and commitment of employees to the
training.
2. Time-to-Competency:
 The duration it takes for employees to achieve a certain level of competency after
completing the training. This benchmark is crucial for assessing the efficiency of the
training program in preparing employees for their roles.
3. Knowledge Acquisition:
 Assess the increase in knowledge or understanding of specific topics covered in the
training. This can be measured through pre- and post-training assessments to quantify
the learning impact.
4. Skill Application:
 Measure the ability of employees to apply the skills learned during training in their
day-to-day tasks. This benchmark assesses the practical relevance and effectiveness
of the training.
5. Training Cost per Employee:
 Calculate the cost of training per employee, including expenses for materials,
instructors, technology, and facilities. This benchmark helps organizations understand
the financial efficiency of their training programs.
6. Employee Satisfaction:
 Measure employee satisfaction with the training program through surveys and
feedback. High satisfaction rates indicate that the training meets the expectations and
needs of the participants.
7. Manager Satisfaction:
 Assess the satisfaction of managers or supervisors with the performance of their team
members post-training. This benchmark reflects the impact of training on team
effectiveness and overall productivity.
8. Application in the Workplace:
 Evaluate the extent to which employees apply the knowledge and skills acquired in
the training to their everyday tasks. This can involve tracking changes in behavior and
performance metrics.
9. Learning Retention:
  Measure the retention of knowledge and skills over time. This can be done through
follow-up assessments or evaluations conducted weeks or months after the
completion of training.
10. Employee Progression:
 Track the career progression of employees who have completed the training program.
This benchmark assesses whether the training has contributed to career development
and advancement within the organization.
11. Benchmark Against Industry Standards:
 Compare training outcomes against industry benchmarks and best practices. This
external comparison provides context and insights into the competitiveness of the
organization's training programs.
Regularly monitoring these benchmarks and making data-driven adjustments to training
programs can enhance their effectiveness and contribute to the overall success of an
organization. It's important to note that the choice of benchmarks may vary based on the specific
goals and nature of the training program.

2.3. Identifying needs

Identifying training needs is a crucial step in designing effective training programs for
individuals or teams within an organization. Here are steps to help you identify training needs:

1. Conduct a Skills Gap Analysis:

 Identify gaps between current skills and required skills.
 Review job descriptions, competencies, and performance expectations.
Compare these with the current skills and knowledge of employees to identify
gaps.
2. Perform Job Analysis:
 Understand the specific tasks and responsibilities of each job role.
 Analyze each job role to identify the skills and competencies necessary for
success. Speak with employees, supervisors, and subject matter experts to
gain insights.
3. Review Performance Reviews and Feedback:
 Identify areas for improvement based on performance evaluations.
  Examine performance reviews to identify recurring areas of improvement.
Consider feedback from supervisors, peers, and self-assessments.
4. Gather Input from Employees:
 Capture employees' perspectives on their training needs.
 Conduct surveys, interviews, or focus groups to gather input directly from
employees. They can provide valuable insights into their perceived skill gaps
and training preferences.
5. Monitor Industry Trends:
 Stay informed about industry changes and emerging skills.
 Regularly monitor industry trends, technological advancements, and best
practices. Identify the skills and knowledge that will be crucial in the future.
6. Consider Organizational Goals:
 Align training needs with organizational objectives.
 Understand the strategic goals of the organization. Identify the skills and
competencies required to achieve these goals and ensure training is aligned
accordingly.
7. Assess Regulatory and Compliance Requirements:
 Ensure compliance with regulations and industry standards.
 Identify any legal or regulatory requirements that mandate specific training.
Ensure that employees are trained to meet these compliance standards.
8. Evaluate Team and Individual Performance:
 Identify areas of improvement at both team and individual levels.
 Assess team and individual performance metrics. Identify patterns or trends
that suggest areas where additional training could improve outcomes.
9. Review Customer Feedback:
 Identify areas for improvement based on customer expectations.
 Consider customer feedback to understand areas where employees may need
additional training to meet customer expectations and enhance customer
satisfaction.
 2.4. Measuring proposed training
Measuring the effectiveness of proposed training is essential to ensure that it aligns with
organizational goals, meets the identified training needs, and provides a positive return on
investment. Here are steps to help you measure proposed training:
1. Define Clear Objectives: Clearly define the objectives of the proposed training. These
objectives should be specific, measurable, achievable, relevant, and time-bound (SMART).
This forms the basis for your measurement criteria.
2. Develop Key Performance Indicators (KPIs): Identify key performance indicators that
align with the training objectives. KPIs provide measurable benchmarks for assessing the
success of the training program.
3. Pre-Training Assessment: Conduct a pre-training assessment to establish a baseline of
participants' knowledge, skills, and performance related to the training objectives. This
assessment will help measure changes after the training.
4. Participant Feedback: Gather feedback from participants before, during, and after the
training. Use surveys, focus groups, or interviews to assess their expectations, engagement,
and satisfaction with the training.
5. Knowledge and Skill Assessments: Implement assessments, quizzes, or practical exercises
during and after the training to measure participants' knowledge gain and skill development.
Compare the results with pre-training assessments.
6. Observations and Performance Metrics: If applicable, observe participants applying the
newly acquired knowledge and skills in real or simulated work situations. Track relevant
performance metrics to assess practical application.
7. Post-Training Assessment: Conduct a post-training assessment to measure the participants'
knowledge, skills, and performance after completing the training. Compare this with the pre-
training assessment to gauge improvement.
8. Manager Feedback: Collect feedback from managers or supervisors regarding changes in
the performance and behavior of their team members after the training. This provides
additional perspectives on the training impact.
9. Application in the Workplace: Assess the extent to which participants apply the newly
acquired knowledge and skills in their day-to-day tasks. This can be measured through self-
reporting, manager feedback, or performance metrics.
By systematically implementing these measurement strategies, you can assess the success of the
proposed training, identify areas for improvement, and ensure that training initiatives contribute
effectively to organizational development.

LO3: Implement Training Change

This unit is developed to provide you the necessary information regarding the following content
coverage and topics:
 Planning training schedule
 Identifying training requirements
 Prioritizing training and allocate resources
 Implementing training management plan and procedures
 Measuring training
This unit will also support you to accomplish the learning outcomes stated in the cover page.
Specifically, upon completion of this module, you will be able to:
 Plan training schedule
 Identify training requirements
 Prioritize training and allocate resources
 Implement training management plan and procedures
 Measure training

1.1. Implement Training Change

Implementing training change involves introducing and managing modifications to training
programs, methods, or processes within an organization. Implementing training changes
requires a strategic and systematic approach, emphasizing collaboration, effective
communication, and a commitment to continuous improvement. By following these steps,
organizations can navigate the complexities of change and optimize the impact of their training
initiatives.

1.2. Planning training schedule

Planning a training schedule involves organizing the training sessions, modules, and activities in
a structured and logical sequence. Here's a guide that help you plan a training schedule:
1. Understand Training Objectives: Clarify the overall objectives of the training. Ensure that
the schedule aligns with these objectives and supports the desired learning outcomes.
2. Identify Training Elements: Break down the training content into distinct modules or
topics. Each module should cover a specific aspect of the training objectives.
3. Sequence Training Elements: Determine the logical sequence of the training modules.
Consider the flow of information and skills, ensuring that each module builds upon the
knowledge gained in the previous ones.
4. Allocate Time for Each Element: Estimate the time required for each module. Consider
factors such as the complexity of the content, the level of interactivity, and the depth of
coverage.
5. Consider Learning Styles and Preferences: Take into account the learning styles and
preferences of the participants. Vary the format and delivery methods to keep participants
engaged and accommodate different learning preferences.
6. Set Realistic Timeframes: Be realistic in setting timeframes for each session or module.
Allow sufficient time for in-depth exploration of complex topics while maintaining an
overall sense of progress.
7. Consider Pre-Work or Pre-Training Materials: If applicable, consider assigning pre-work
or pre-training materials. This could include readings, videos, or assessments that
participants complete before the training to enhance readiness.
8. Communicate the Schedule Clearly: Clearly communicate the training schedule to
participants in advance. Provide details on the timing, location (if applicable), and any
materials they need to review before the training.
9. Document the Schedule: Document the finalized training schedule, including details of each
 session, activities, and any specific instructions for facilitators or participants. This
documentation serves as a reference during the training.
By carefully planning the training schedule, you create a structured and effective learning
experience for participants. Regularly assess and adjust the schedule as needed to optimize the
training's impact.

1.3. Identifying training requirements

Identifying training requirements involves assessing the skills, knowledge, and abilities that
individuals or teams within an organization need to acquire or enhance to perform their roles
effectively. Here's a step-by-step guide on how to identify training requirements:
1. Conduct a Training Needs Analysis (TNA):
 Identify gaps between existing skills and required skills.
 Perform a comprehensive training needs analysis to assess the current
competencies of individuals or teams. This analysis can include surveys,
interviews, observations, and reviewing performance data.
2. Review Organizational Goals and Objectives:
 Align training needs with organizational objectives.
 Understand the strategic goals of the organization. Identify the skills and
competencies required to achieve these goals and ensure training aligns with
organizational objectives.
3. Job Analysis:
 Understand the specific tasks and responsibilities of each job role.
 Conduct a job analysis to identify the key responsibilities, tasks, and
competencies required for successful job performance. This helps tailor
training to meet specific job requirements.
4. Performance Appraisals:
 Use performance data to identify areas for improvement.
 Analyze performance appraisals and evaluations to identify areas where
employees may need additional training or development to improve their
performance.
5. Employee Feedback:
  Capture employees' perspectives on their training needs.
 Gather feedback directly from employees through surveys, interviews, or
focus groups. Employees often have insights into their own skill gaps and
areas where additional training would be beneficial.
6. Skills Gap Analysis:
 Identify gaps between current skills and desired skills.
 Conduct a skills gap analysis by comparing the skills and competencies
required for a job with the skills employees currently possess. Identify areas
where gaps exist.
7. Prioritize Training Needs:
 Prioritize identified needs based on urgency and impact.
 Once identified, prioritize training needs based on their significance, urgency,
and alignment with organizational goals.
8. Development of Training Plans:
 Create comprehensive training plans based on identified needs.
 Develop training plans that outline the objectives, content, methods, and
evaluation criteria for each training program. Tailor these plans to address
specific training requirements.
By systematically following these steps, organizations can effectively identify training
requirements and design targeted training programs that address the specific needs of individuals
and teams within the organization.

1.4. Prioritizing training and allocate resources

Prioritizing training and allocating resources involves strategically determining which training
needs are most critical and ensuring that the necessary resources, such as time, budget, and
personnel, are allocated accordingly. The following list will help you prioritize training and
allocate resources effectively:
1. Review Organizational Goals: Align training priorities with organizational objectives.
 Understand the overarching goals of the organization. Identify training needs that
directly contribute to achieving these goals, ensuring alignment between training
priorities and strategic objectives.
2. Categorize Training Needs: Categorize needs based on urgency and impact.
 Categorize identified training needs based on their urgency and impact on organizational
performance. Prioritize needs that are critical for immediate success or have a high
impact on key objectives.
3. Stakeholder Input: Gather input from key stakeholders.
 Consult with stakeholders, including employees, managers, and department heads, to
gather their perspectives on the importance and urgency of various training needs.
Consider their insights in the prioritization process.
4. Risk Assessment: Assess risks associated with unaddressed training needs.
 Evaluate the potential risks and consequences of not addressing specific training needs.
Prioritize training that mitigates risks, especially in areas critical to compliance, safety,
or core business functions.
5. Cost-Benefit Analysis: Evaluate the cost-effectiveness of training programs.
 Assess the costs associated with each training program and weigh them against the
anticipated benefits. Prioritize training initiatives that offer a higher return on investment
and align with budget constraints.
6. Strategic Workforce Planning: Align training with workforce planning.
 Consider the organization's long-term workforce planning. Prioritize training needs that
align with future skill requirements and support succession planning and talent
development.
By following these steps, organizations can prioritize training needs strategically, ensuring that
resources are allocated to the most critical areas that contribute to overall organizational success.

1.5. Implementing training management plan and procedures

Implementing a training management plan involves putting into action the strategies and
procedures designed to organize, execute, and evaluate training initiatives within an
organization. Here's a guideline to help you implement a training management plan:
1. Establish Roles and Responsibilities:
 Clearly define who is responsible for what in the training process.
 Assign roles and responsibilities to individuals or teams involved in the
training management process. This includes trainers, coordinators,
 participants, and any other relevant stakeholders.
2. Develop a Detailed Training Schedule:
 Create a comprehensive schedule for training activities.
 Use the training schedule outlined in the training management plan as a basis.
Develop a detailed calendar that includes dates, times, locations, and specific
activities for each training session.
3. Prepare Training Materials:
 Develop and gather the necessary materials for training sessions.
 Create or compile all training materials, including presentations, handouts,
exercises, and any technology or equipment required. Ensure that materials
align with the learning objectives.
4. Train Trainers and Facilitators:
 Ensure that trainers are well-prepared to deliver the training.
 Provide training to individuals responsible for delivering the training sessions.
Ensure they are familiar with the content, methodologies, and any technology
or tools they will be using.
5. Arrange Training Facilities:
 Confirm that training venues are ready and equipped.
 Ensure that the training venues are set up and equipped with the necessary
technology, seating arrangements, and any other requirements outlined in the
training plan.
6. Implement Training Sessions:
 Execute the planned training sessions.
 Begin the training sessions according to the schedule. Ensure that trainers
follow the established curriculum, engage participants effectively, and address
any questions or concerns.
7. Monitor and Evaluate Training Progress:
 Continuously assess the effectiveness of the training.
 Implement monitoring and evaluation processes to assess the progress of
training sessions. Gather feedback from participants and trainers to identify
strengths and areas for improvement.
8. Document Attendance and Progress:
 Keep records of attendance and participant progress.
 Document attendance for each training session and track participant progress.
This information can be useful for reporting, follow-up, and assessing overall
engagement.
9. Address Issues Promptly:
 Identify and address any issues or challenges promptly.
 If issues or challenges arise during the training sessions, address them
promptly. This could include technical issues, participant concerns, or
unexpected disruptions.
10. Collect Post-Training Feedback:
 Gather feedback from participants and trainers after the sessions.
 Collect feedback to assess the overall success of the training. Use surveys,
interviews, or focus groups to gather insights into what worked well and areas
that could be improved.
11. Evaluate Training Outcomes:
 Assess the impact of training on performance and objectives.
 Evaluate the outcomes of the training in terms of improved skills, knowledge
transfer, and alignment with organizational goals. Use data and metrics to
measure the impact.
12. Follow-Up and Support:
 Provide post-training support and follow-up.
 Offer ongoing support to participants as they apply the newly acquired
knowledge and skills. This could include additional resources, mentoring, or
follow-up sessions.
13. Evaluate Trainer Performance:
 Assess the performance of trainers and facilitators.
 Collect feedback on the performance of trainers and facilitators. Use this
information to enhance the capabilities of the training team for future
initiatives.
14. Report on Training Outcomes:
  Provide a comprehensive report on training outcomes.
 Generate a report summarizing the training outcomes, participant feedback,
and any key metrics. Share this information with stakeholders and use it to
inform future training plans.
By systematically implementing these steps, organizations can effectively execute a training
management plan, ensuring that training initiatives align with organizational goals and contribute
to the continuous development of employees.

1.6. Measure training

Measuring training effectiveness is crucial to ensure that the investment in training yields
the desired outcomes and contributes to organizational goals. The following metrics will
help you to measure the training:
1. Define Clear Objectives: Clearly define the objectives of the training. What specific skills,
knowledge, or behaviors are expected to improve as a result of the training?
2. Select Appropriate Key Performance Indicators (KPIs): Identify and define Key
Performance Indicators (KPIs) that align with the training objectives. KPIs could include
metrics related to performance, productivity, knowledge gain, or behavior change.
3. Pre-Training Assessment: Conduct a pre-training assessment to establish a baseline of
participants' knowledge, skills, and performance related to the training objectives. This
serves as a reference point for measuring progress.
4. Participant Feedback: Gather feedback from participants during and after the training. Use
surveys, interviews, or focus groups to assess their satisfaction, engagement, and perceptions
of the training.
5. Knowledge and Skill Assessments: Implement assessments, quizzes, or practical exercises
during and after the training to measure participants' knowledge gain and skill development.
Compare the results with pre-training assessments.
6. Observations and Performance Metrics: If applicable, observe participants applying the
newly acquired knowledge and skills in real or simulated work situations. Track relevant
performance metrics to assess practical application.
7. Post-Training Assessment: Conduct a post-training assessment to measure the participants'
knowledge, skills, and performance after completing the training. Compare this with the pre-
 training assessment to gauge improvement.
8. Feedback on Training Materials: Collect feedback on the training materials, including
presentations, handouts, and activities. Ensure that the materials effectively supported the
learning process and were well-received by participants.
9. Benchmark against Industry Standards: Compare the outcomes of the training program
against industry benchmarks and best practices. External comparisons provide additional
context and insights.
10. Alignment with Objectives: Assess how well the training program aligns with the originally
defined objectives. Ensure that the training has indeed addressed the identified needs and
contributed to organizational goals.
11. Qualitative Analysis: Conduct qualitative analysis through interviews or focus groups to
gather in-depth insights into the impact of the training on participants' attitudes, perceptions,
and behavior.
By systematically implementing these measurement strategies, organizations can assess the
success of training programs, identify areas for improvement, and ensure that training initiatives
contribute effectively to organizational development.
 LO4: Monitor and review implementation
This unit is developed to provide you the necessary information regarding the following content

coverage and topics:

 Measuring training performance

 Submitting performance results

This unit will also support you to accomplish the learning outcomes stated in the cover page.

Specifically, upon completion of this module, you will be able to:

 Measuring training performance

 Submitting performance results

I.1. Monitor and Review Implementation

Monitoring and reviewing the implementation of a training program are critical steps to ensure
its effectiveness and to make necessary adjustments for continuous improvement. Here's a guide
on how to monitor and review the implementation of a training program:

I.2. Measuring training performance

Measuring training performance involves assessing the effectiveness and impact of a training
program. Here's a comprehensive guide on how to measure training performance:
1. Establish Monitoring Metrics and Indicators: Define key performance indicators (KPIs) and metrics
that align with the training objectives. These could include participant engagement, knowledge gain,
skill development, and other relevant factors.
2. Regularly collect and Analyze Data: Implement a system for regularly collecting and analyzing data
related to the training program. This can include participant assessments, feedback, attendance
records, and other quantitative and qualitative data.
3. Compare Actual Progress with Plan: Compare the actual progress of the training program with the
initially established plan. Assess whether the program is on track, and if not, identify areas where
adjustments may be needed.
4. Alignment with Objectives: Continuously assess whether the training program is aligned with the
initial objectives and goals. Verify that the content remains relevant and that adjustments are made
 if the organizational context or needs change.
5. Engage Stakeholders: Keep key stakeholders, including management, involved and informed about
the progress of the training program. Communicate regularly to ensure alignment with
organizational goals.
6. Review Budget and Resource Utilization: Evaluate the use of budgeted resources, including financial
resources, personnel, and time. Ensure that the allocated resources are being used efficiently and
effectively.
7. Documentation and Reporting: Document the findings from the monitoring and review process.
Prepare regular reports summarizing the progress, challenges, and any recommendations for
improvement.

I.3. Submitting performance results

Submitting performance results involves effectively communicating the outcomes of a training
program to relevant stakeholders, such as management, participants, and other key decision-
makers. Here's a guide on how to submit performance results:
1. Prepare a Comprehensive Report: Compile all relevant data, including pre-training
assessments, post-training assessments, participant feedback, and any other performance
metrics. Organize this information into a comprehensive report.
2. Provide a Summary of Findings: Begin the report with a summary of the main findings and
outcomes. Highlight key achievements, improvements, and any noteworthy observations
related to the training program.
3. Visualize Data: Use charts, graphs, and other visual aids to present data in a clear and easily
understandable format. Visualizations can help stakeholders quickly grasp the impact of the
training.
4. Segment Results by Relevant Categories: If applicable, segment the results by relevant
categories such as departments, teams, or specific training modules. This allows stakeholders
to understand the impact at a more granular level.
5. Include Participant Quotes: Integrate quotes or testimonials from participants to provide
qualitative insights into their experience and the perceived value of the training. This adds a
human element to the performance results.
6. Discuss Challenges and Lessons Learned: Be transparent about any challenges
encountered during the training program and the lessons learned. This demonstrates a
commitment to continuous improvement and learning from the experience.
7. Relate Results to Organizational Goals:
8. Clearly articulate how the training results align with organizational goals and objectives.
Connect the dots between improved skills and knowledge and the broader strategic vision of
the organization.
9. Provide Recommendations for Future Action: Based on the performance results, offer
recommendations for future actions. This could include suggestions for refining training
content, adjusting delivery methods, or targeting specific areas for further improvement.
10. Schedule a Presentation or Discussion: Consider scheduling a presentation or discussion to
walk stakeholders through the performance results. This allows for a more interactive
exchange and provides an opportunity to address questions directly.
11. Customize Reports for Different Stakeholders: Tailor the presentation of results for
different stakeholders. Management may be interested in high-level strategic impact, while
participants may appreciate more detailed insights into their individual progress.
LO5: Deliver training on use of modified system
This unit is developed to provide you the necessary information regarding the following content

coverage and topics:

 Preparing training

 Delivering prepared training

This unit will also support you to accomplish the learning outcomes stated in the cover page.

Specifically, upon completion of this module, you will be able to:

 Prepare training

 Deliver prepared training

5.1. Deliver Training on Modified Document

To deliver training on a modified document, you'll want to follow a structured approach to
ensure that participants understand the changes and can effectively apply the updated
information. Here's a guide on how to deliver training on a modified document. You can deliver
effective training on a modified document, ensuring that participants understand the changes and
are equipped to apply the updated information in their roles.

5.2. Preparing training

Preparing training involves several key steps to ensure that the content is relevant, engaging, and
effective in meeting the learning objectives. Here's a comprehensive guide on how to prepare
training:
1. Define Learning Objectives: Clearly articulate the specific learning objectives of the
training. What should participants know or be able to do by the end of the training session?
2. Understand Your Audience: Analyze the characteristics of your audience, including their
background, experience, and skill levels. Tailor the training content to meet the needs of your
specific audience.
3. Conduct a Training Needs Assessment: Identify the knowledge gaps and training needs of
your audience through a needs assessment. This could involve surveys, interviews, or
analyzing performance data.
4. Select Appropriate Training Methods: Choose training methods that align with your
learning objectives and the preferences of your audience. Options include presentations,
hands-on activities, discussions, case studies, and e-learning.
5. Develop a Training Outline: Create a detailed outline that organizes the training content
logically. Outline the main topics, subtopics, and the sequence in which they will be covered.
6. Create Engaging Content: Develop engaging and interactive content that captures
participants' attention. Use a variety of media, such as visuals, videos, and real-life examples,
to enhance understanding.
7. Design Learning Activities: Incorporate learning activities to reinforce key concepts. These
could include group discussions, role-playing, case studies, simulations, and hands-on
exercises.
8. Develop Training Materials: Prepare comprehensive training materials, including
presentations, handouts, manuals, and any additional resources. Ensure that materials align
with the learning objectives and are easy to understand.
9. Establish a Training Schedule: Develop a realistic and well-structured training schedule.
Consider the optimal duration for each session, breaks, and the overall timeline for the
training program.

5.3. Delivering prepared training

Delivering a prepared training involves more than just presenting information; it requires
effective communication, engagement, and the ability to adapt to the needs of the audience.
Here's a guide on how to deliver a prepared training session:
1. Be Prepared: Familiarize yourself with the content, training materials, and any technology
or tools you'll be using. Ensure that everything is set up and ready before the training begins.
2. Establish a Positive Atmosphere: Create a positive and inclusive atmosphere from the
beginning. Greet participants warmly, set expectations for a collaborative learning
environment, and encourage questions and discussions.
3. Review Learning Aims: Begin by revisiting the learning objectives. Clearly communicate
what participants can expect to learn by the end of the training session.
4. Engage Participants: Use interactive techniques to engage participants. Ask questions,
encourage discussions, and incorporate activities that allow participants to apply what they
are learning.
5. Follow the Training Outline: Stick to the training outline to maintain a logical flow. Clearly
articulate the agenda and let participants know what to expect throughout the session.
6. Use Visuals Effectively: If using slides or visuals, ensure they are clear, concise, and
visually appealing. Use graphics, charts, and images to enhance understanding.
7. Encourage Participation: Actively encourage participant participation. Ask open-ended
questions, invite comments, and facilitate group discussions. This keeps participants engaged
and reinforces learning.
8. Adapt to the Audience: Be flexible and adapt your delivery based on the needs and
reactions of the audience. Pay attention to non-verbal cues, and be prepared to adjust your
approach if necessary.
9. Check for Understanding: Periodically check for understanding by asking questions or
having participants summarize key points. This ensures that the information is being
absorbed.
10. Manage Time Effectively: Keep track of time and ensure that the training stays on schedule.
Be mindful of breaks, and adjust the pace if needed to cover all key points.
11. Use Varied Delivery Methods: Incorporate a variety of delivery methods to cater to
different learning styles. Combine lectures with discussions, group activities, and hands-on
exercises.
12. Provide Clear Transitions: Use clear transitions between topics or sections of the training.
This helps participants follow the flow of information and understand how each part relates
to the whole.
13. Facilitate Group Activities: If the training involves group activities, facilitate them
effectively. Provide clear instructions, monitor progress, and encourage collaboration.
14. Collect Feedback: At the end of the training, collect feedback from participants. Use this
feedback to assess the effectiveness of the training and identify areas for improvement.
Remember, effective delivery is not just about conveying information but also about creating an
environment where learning can thrive. Pay attention to participant engagement, adaptability,
and clarity in your delivery to ensure a successful training session.
 LO6: Utilize Specialized Communication Skills
This unit is developed to provide you the necessary information regarding the following content
coverage and topics:
 Identifying communication skill
 Approaches used in communication
 Channels of communication
 Utilizing media.
 Evaluating communication strategies
This unit will also support you to accomplish the learning outcomes stated in the cover page.
Specifically, upon completion of this module, you will be able to:
 Identify communication skill
 Explain approaches used in communication
 Explain channels of communication
 Describe utilizing media.
 Evaluate communication strategies

5.1. Utilize Specialized Communication Skills

Facilitating user training requires a specific set of communication skills to ensure that
participants not only understand the content but can also apply it effectively. Here are some
specialized communication skills to utilize when facilitating user training:

5.2. Identifying communication skill

Identifying communication skills involves recognizing and understanding the various abilities
that contribute to effective communication. Here are some key communication skills that
individuals can possess:
1. Active Listening: The ability to fully focus, understand, and respond to a speaker. Active
listening involves giving full attention, asking clarifying questions, and paraphrasing to
ensure comprehension.
2. Verbal Communication: Expressing thoughts, ideas, and information clearly and effectively
using spoken words. This includes vocabulary, tone, pitch, and articulation.
3. Non-Verbal Communication: Conveying messages without words through body language,
facial expressions, gestures, and posture. Non-verbal cues often complement and enhance
 verbal communication.
4. Empathy: Understanding and sharing the feelings of others. Empathetic individuals can
connect emotionally with people, showing that they care and can see situations from others'
perspectives.
5. Clarity: Communicating in a clear and straightforward manner to avoid confusion. Clarity
involves using simple language, organizing thoughts logically, and providing relevant details.
6. Conciseness: Expressing ideas and information in a brief and to-the-point manner. Being
concise ensures that messages are delivered efficiently and effectively.
7. Interpersonal Skills: Building and maintaining positive relationships with others. This
includes being approachable, friendly, and skilled in resolving conflicts.
8. Adaptability: Adjusting communication style and approach based on the audience and
situation. Adaptable communicators can interact effectively with diverse groups.
9. Assertiveness: Expressing thoughts, opinions, and needs confidently and respectfully.
Assertive communication involves standing up for oneself without being aggressive or
passive.
10. Presentation Skills: Delivering information to an audience in a clear, engaging, and
persuasive manner. Presentation skills include using visuals, maintaining eye contact, and
managing nerves.
Identifying and cultivating these communication skills can lead to more effective and meaningful
interactions in both personal and professional settings. Individuals can continually work on
improving these skills through practice, feedback, and self-awareness.

5.3. Approaches used in communication

Various approaches are used in communication to convey messages effectively and foster
understanding. Different contexts and goals may require different communication approaches.
Here are some common approaches:
1. Assertive Communication:
 Description: Expressing thoughts, feelings, and needs openly and honestly while
respecting the rights and opinions of others.
 Purpose: Promotes clear expression without aggression or submission, fostering
positive relationships.
2. Active Listening:
 Description: Fully concentrating, understanding, responding, and remembering what
is being said.
 Purpose: Enhances understanding, builds rapport, and demonstrates respect for the
speaker.
3. Non-Verbal Communication:
 Description: Conveying messages without words through body language, gestures,
facial expressions, and posture.
 Purpose: Adds nuance and emphasis to verbal communication, helping to convey
emotions and intentions.
4. Collaborative Communication:
 Description: Emphasizing cooperation and joint problem-solving, often involving
open dialogue and brainstorming.
 Purpose: Fosters teamwork, encourages creativity, and helps find mutually beneficial
solutions.
5. Transactional Communication:
 Description: Viewing communication as an exchange of messages between sender
and receiver.
 Purpose: Emphasizes the interactive nature of communication, with feedback loops
and shared understanding.
6. Strategic Communication:
 Description: Planning and executing communication with specific goals in mind,
often aligned with organizational objectives.
 Purpose: Ensures messages are intentional, targeted, and contribute to broader
objectives.
7. Empathetic Communication:
 Description: Understanding and sharing the feelings of another person.
 Purpose: Builds emotional connections, demonstrates understanding, and fosters trust.
8. Motivational Communication:
 Description: Inspiring and encouraging individuals or groups to take action or achieve
specific goals.
  Purpose: Boosts morale, increases motivation, and drives positive outcomes.
9. One-Way Communication:
 Description: A one-sided flow of information from sender to receiver without
immediate feedback.
 Purpose: Efficient for disseminating information but may lack interactivity.
10. Two-Way Communication:
 Description: Interactive communication involving a back-and-forth exchange of
messages between sender and receiver.
 Purpose: Facilitates understanding, clarification, and collaboration.
11. Formal Communication:
 Description: Structured and official communication channels within an organization.
–
 Purpose: Conveys official information, policies, and procedures.
12. Informal Communication:
 Description: Unofficial and spontaneous communication that occurs casually between
individuals.
 Purpose: Builds social connections, fosters camaraderie, and shares non-official
information.

5.4. Channels of communication

Communication channels refer to the mediums through which information is transmitted from a
sender to a receiver. The choice of communication channel depends on factors such as the nature
of the message, the audience, the urgency of communication, and technological capabilities.
Here are various channels of communication:
1. Verbal Communication:
 Description: Spoken words used in face-to-face conversations, meetings, or phone
calls.
 Advantages: Immediate feedback, tone and intonation convey additional meaning.
 Considerations: Limited to the presence of the parties involved.
2. Written Communication:
 Description: Information conveyed through written words, including emails, letters,
 memos, reports, and documentation.
 Advantages: Provides a record, allows for careful formulation of messages.
 Considerations: Lack of immediate feedback, potential for misinterpretation.
3. Non-Verbal Communication:
 Description: Conveying messages without using words, including body language,
facial expressions, gestures, and visual cues.
 Advantages: Enhances or emphasizes verbal communication, adds nuance to
messages.
 Considerations: Can be ambiguous, may vary across cultures.
4. Face-to-Face Communication:
 Description: In-person interaction between individuals.
 Advantages: Immediate feedback, personal connection, non-verbal cues.
 Considerations: Limited to physical proximity, may be time-consuming.
5. Telephone Communication:
 Description: Verbal communication conducted over the phone.
 Advantages: Immediate and real-time, allows for voice tone interpretation.
 Considerations: Lack of visual cues, potential for misunderstandings.
6. Video Conferencing:
 Description: Real-time visual and audio communication between individuals or
groups using video conferencing tools.
 Advantages: Simulates face-to-face communication, allows for visual cues.
 Considerations: Requires technology, potential for technical issues.
7. Email Communication:
 Description: Written communication through electronic mail.
 Advantages: Asynchronous communication, documentation of messages.
 Considerations: Lack of immediate feedback, potential for misinterpretation.
8. Instant Messaging:
 Description: Real-time text-based communication through messaging platforms.
 Advantages: Quick responses, informal communication.
 Considerations: May lack formality, potential for distractions.
9. Social Media Communication:
  Description: Communication through social networking platforms, including text,
images, and videos.
 Advantages: Broad reach, engagement with a wider audience.
 Considerations: Public nature, potential for misinterpretation.
Choosing the appropriate communication channel depends on factors such as the nature of the
message, the audience, the level of interaction required, and technological considerations.
Effective communication often involves a combination of these channels to ensure that messages
are delivered clearly and reach the intended audience.

5.5. Utilizing media

Utilizing media effectively is essential for communication, whether it's in business, education,
marketing, or any other field. Media can include various channels such as print, digital, audio,
and visual formats. Here's a guide on how to effectively utilize media:
1. Choose Appropriate Media Channels:
 Purpose: Select media channels that align with your objectives and audience. Options
include:
 Print Media: Newspapers, magazines, brochures.
 Digital Media: Websites, blogs, social media, emails.
 Audio Media: Podcasts, radio.
 Visual Media: Videos, infographics, presentations.
2. Craft Compelling Content:
 Purpose: Develop content that is engaging, relevant, and aligned with your objectives.
Tailor the content to suit the characteristics of the chosen media.
3. Consider Multimedia Approaches:
 Purpose: Combine different media formats for a richer experience. For example, use
videos, infographics, and text together to convey a message more effectively.
4. Ensure Consistency:
 Purpose: Maintain consistency in messaging, branding, and tone across all media
channels. This helps build a cohesive and recognizable identity.
5. Optimize for Accessibility:
 Purpose: Ensure that your content is accessible to a wide audience. Consider factors
 such as readability, language, and inclusivity in design.
By implementing these strategies, you can effectively utilize media to convey your messages,
engage your audience, and achieve your communication goals. Remember that a thoughtful and
strategic approach to media utilization is key to success in today's dynamic and competitive
communication environment.

5.6. Evaluating communication strategies

Evaluating communication strategies is crucial to understanding their effectiveness and making
informed decisions for improvement. Here's a guide on how to evaluate communication
strategies:

1. Establish Clear Objectives:

 Purpose: Clearly define the objectives of your communication strategy. Objectives

should be specific, measurable, achievable, relevant, and time-bound (SMART).

2. Collect Baseline Data:

 Purpose: Before implementing the strategy, gather baseline data on relevant metrics.
This provides a reference point for measuring changes over time.

3. Monitor in Real-Time:

 Purpose: Use real-time monitoring tools to track the performance of your

communication strategy. This allows for immediate adjustments and optimizations.

4. Analyze Audience Feedback:

 Purpose: Solicit and analyze feedback from your target audience. Understand their
perceptions, preferences, and responses to your communication efforts.

5. Track Reach and Impressions:

 Purpose: Measure the reach of your messages and the number of impressions across
different channels. This helps gauge the overall visibility of your communication.

6. Assess Engagement Levels:

  Purpose: Evaluate audience engagement through metrics like likes, shares,
comments, and retweets. Higher engagement often indicates content resonance.

7. Evaluate Conversion Rates:

 Purpose: If applicable, assess how well your communication strategy converts leads
or achieves desired outcomes. This could include product purchases, sign-ups, or
other actions.

8. Review Media Coverage:

 Purpose: Assess the coverage your communication strategy receives in various

media outlets. Monitor both traditional and digital media for mentions and sentiment.

9. Conduct Surveys and Interviews:

 Purpose: Gather qualitative data through surveys and interviews. Understand the
impact of your communication on attitudes, opinions, and behaviors.

10. Report and Communicate Findings:

 Purpose: Share the results of your evaluation with relevant stakeholders.

Communicate findings transparently and use them to inform organizational decisions.

By systematically evaluating your communication strategy using these steps, you can gain
valuable insights, optimize your approach, and ensure that your communication efforts align with
organizational goals. Regular evaluations contribute to a culture of continuous improvement and
adaptability.