By Training Course Material FZE ·
Originally published: 30 July 2021 ·
Last updated: 14 August 2025
Good training starts before the slides. A simple Training Needs Assessment (TNA) helps you teach the right people the right skills at the right depth—without wasting budget or goodwill.
Your TNA should answer four things:
- What must change on the job—and why now?
- Who needs it (and who doesn’t)?
- How will we deliver and practice?
- What evidence will show it worked?
Step 1 — Define the business result
Start with the outcome, not the topic. Keep it job‑based and visible.
Ask stakeholders:
- “If this training works, what will people do differently next month?”
- “Where do mistakes or delays happen now?”
- “Which metric will move if behavior changes?”
Need a quick course blueprint after this step? See Design a Killer Course.
Step 2 — Map the critical behaviors
List the few behaviors that actually drive the result. Then note what knowledge, tools, and conditions they depend on.
| Result example | Critical behaviors | Knowledge/skills | Tools/conditions |
|---|---|---|---|
| Raise CSAT by 10% | Use empathy + clarify the ask; offer one step next | Question types; tone; de‑escalation | Call‑notes template; approvals for goodwill credits |
For varied practice formats, browse the Free Games & Activities Library.
Step 3 — Collect evidence
Mix quick data and real voices. Don’t overbuild your study—speed matters.
Fast methods
- 5–7 stakeholder interviews (15 minutes each)
- Short learner survey (≤10 items) + a 5‑question pre‑quiz
- Shadow 2–3 real tasks; collect time‑to‑complete and errors
- Pull existing KPIs (quality, CSAT, rework)
Question bank (copy/paste)
- “What’s the moment this task usually goes off the rails?”
- “If you could fix one behavior next week, what would it be?”
- “What keeps people from doing this now—skill, tools, time, or policy?”
Build the quiz or survey fast with Free Assessment Tools.
Step 4 — Find and size the gaps
Compare desired vs. actual. Not every gap is a training problem.
| Behavior | Desired | Actual | Cause | Training? |
|---|---|---|---|---|
| Clarify ask in first 60s | 80% of calls | 38% | Skill + template confusion | Yes (skill) + fix template |
Rule of thumb: If the barrier is policy, tooling, or incentives, fix that first. Save training for skills and decisions people don’t yet have.
Step 5 — Prioritize who and what
Focus where impact is highest. Segment by role/region/tenure if that helps.
- Rank needs: business impact × skill gap × readiness.
- Choose the smallest audience that moves the metric.
- Write one sentence per priority: “Teach X to Y so Z improves by N.”
Step 6 — Turn needs into objectives and practice
Convert each priority into an observable objective. Then map one practice to each objective.
| Objective | Practice | Check |
|---|---|---|
| Use 3 empathy stems in a call | Triad role‑plays (speaker/partner/observer) | Observer checklist + quick quiz |
For writing sharp objectives, see Design a Killer Course. For assessments, try four ways to assess participants and our Free Assessment Tools.
Step 7 — Choose formats that fit your audience
Blend only what you need. Keep explanations short and practice frequent.
- On‑the‑job drills for high‑volume tasks
- Short virtual sessions for concepts and demos
- Case studies and teach‑backs for judgment calls (how to use case studies)
- Design for preferences—different learning styles
Going live soon? Protect your timing with these time management tips and have a no‑tech fallback.
Step 8 — Plan how you’ll measure
Pick simple checks you’ll actually use.
- Before: pre‑quiz; baseline KPI
- During: quick checks after each practice
- After: 7‑day review (quiz or PowerPoint review game), plus a 30‑day KPI check
Want a ready file? Download the free review game and drop in your questions.
Interview script (quick start)
Intro (20 seconds): “I’m designing a short training to improve [result]. I’ll ask a few questions about current obstacles and what ‘good’ looks like.”
- Where does this task usually slow down or fail?
- What does excellent performance look like here?
- If we fixed one behavior next week, which would help most?
- Any policy/tool issues that block people regardless of skill?
