Do Knowledge, Skills, And Attitudes (KSAs)

Do Knowledge, Skills, And Attitudes (KSAs)

Review the Training in Action 1-3 scenario titled, “Training Needs in  the Student Registration Office” in Chapter 1 of the Blanchard and  Thacker (2013) text. Assume that you were hired to develop a training  program for the Customer Service Representatives (CSRs) as described in  the scenario. Identify four of the most important KSAs (Knowledge,  Skills, and Attitudes) a training program for the CSRs must address and  include your reasoning for selecting these. Discuss the specific  activities to be performed in the five phases of the training process  model: Analysis Phase, Design Phase, Development Phase, Implementation  Phase, and Evaluation Phase.

Use this week’s lecture as a foundation for your initial post.  Incorporate into your discussion the transfer of training concepts from  the Jaidev and Chirayath (2012) article with an emphasis on  pre-training, during-training, and post-training activities. Utilize  concepts from the Develop a Training Plan video and the Blanchard and  Thacker (2013) text in your discussion. Your initial post should be 250  to 300 words.

Respond to at least two other posts regarding items you found to be  compelling and enlightening. To help you with your reply, please  consider the following questions:

  • What did you learn from the posting?
  • What additional questions do you have after reading the posting?
  • What clarification do you need regarding the posting?
  • What differences or similarities do you see between your initial discussion thread and your classmates’ postings?
  • Compare the KSAs you identified with those identified by others.
  • What are the differences or similarities in the activities  identified for the five phases of the training process model between  your initial discussion thread and others?
  • Analyze your classmates’ chosen KSAs. Do you agree or disagree with  the choices? Why or why not? Provide examples where possible.

Your reply posts should be a minimum of 150-250 words each.



Four of the most important KSAs that a training program for CSRs must  address are making sure there is a clear understanding of what was  taught and how it can be applied, the skills obtained during the  training process, and the attitude in which is observed.  Knowledge  according to Blanchard & Thacker (2013) is “an organized body of  facts, principles, procedures, and information acquired over time”.  To  make sure there is a clear understanding, test or quizzes may be  necessary.  When it comes to the application of what is learned,  on-the-job assessments are a useful tool to evaluate progress. Skills  are knowing what to do and when to do it which includes getting to the  level of automaticity where there is no conscious effort in the  decision-making process, it just comes naturally over time as a skill  that is perfected.  Last, the attitude can affect the behavior, so  keeping the CSR motivated is important.  Overtime being in Customer  Service myself for many years, I have noticed that attitude can change  if

Discuss the specific activities to be performed in the five phases of the training process model:  Analysis Phase defines the problem and determines the cause, Design  Phase identifies and examines methods for training, Development Phase is  the strategy that is formulated, Implementation Phase is carrying out  the plan, and Evaluation Phase is evaluating outcome and how it met the  needs of the organization.

Incorporate into your discussion the transfer of training  concepts from the Jaidev and Chirayath (2012) article with an emphasis  on pre-training, during training, and post-training activities.  Transfer of training is contingent upon trainee characteristics,  training design, and work environment.  The climate of the environment  can affect the trainee so should not be too hot or too cold.  Once  training is complete goals should be set and evaluation completed to  continue to develop training goals. (Jaidev & Chirayath, 2012).

Utilize concepts from the Develop a Training Plan video and the Blanchard and Thacker (2013) text in your discussion.  I enjoyed the 4 levels of evaluating training and find it the most  beneficial from the video.  They are as follows:  Reaction which is how  people react during training, learning which can be tested or quizzed to  determine what was retained, behavior and if anything changed after  training by following up down the road and results which are more  sufficient and allow to determine if the training is effective.  They  mentioned in the video that most trainers only concern themselves with  the reaction but if more would focus on all four the results would be  much more effective. (Blanchard & Thacker, 2013).


Blanchard, P. N., & Thacker, J. W. (2013). Effective training: Systems, strategies, and practices (5th ed). Upper Saddle River, NJ: Pearson Education, Inc. [Electronic version]. Retrieved from (Links to an external site.)Links to an external site.

Jaidev, U. P., & Chirayath, S. (2012).  Pre-Training, During-Training and Post-Training Activities as Predictors  of Transfer of Training. IUP Journal Of Management Research11(4), 54-70.

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