The 5 Golden Rules of Customer Service Excellence Retail Management Training

In the realm of customer service, the difference between mediocrity and excellence can significantly impact a company’s reputation and bottom line. Drawing from industry insights and principles highlighted by Qualtrics, an authority on experience management, this article outlines the golden rules for achieving customer service excellence. Implementing these strategies can transform your customer interactions from merely transactional to genuinely exceptional.

5 golden rules of customer service excellence:

1.  Stay Positive in Handling Customer
2. Patient is The Key
3. Listening is a Must for Customer Service
4. Handle Customer Gracefully
5. Learning and Improving Your Customer Service Skills

Stay Positive in Handling Customers Retail Management Training

A positive attitude is contagious and can set the tone for the entire customer interaction. Approach each customer with a can-do spirit, focusing on solutions rather than problems. Use positive language that emphasizes what can be done and the steps you’re taking to resolve any issues. Remember, the energy you project can greatly influence the outcome of a customer interaction.

Patience is The Key Retail Management Training

Patience isn’t just a virtue; it’s a necessity in customer service. Taking the time to truly understand the customer’s needs, concerns, and frustrations without rushing can make all the difference. A patient approach allows for better comprehension of the problem at hand and conveys respect and value to the customer.

Listening is a Must for Customer Service Retail Management Training

Active listening forms the cornerstone of effective customer service. It’s not enough to simply hear the words a customer is saying; understanding the emotions and intentions behind those words is crucial. By practicing active listening, you demonstrate empathy and can tailor your solutions more effectively to meet the customer’s needs.

Handle Customers Gracefully Retail Management Training

Grace under pressure is an essential trait for customer service professionals. Handling difficult situations, complaints, or irate customers with composure and tact reflects well on your brand. By maintaining a calm demeanor, you can defuse tense situations and lead the interaction towards a more positive resolution.

Learning and Improving Your Customer Service Skills Retail Management Training

The landscape of customer service is ever-evolving, necessitating continuous learning and skill improvement. Stay informed about best practices, emerging technologies, and customer preferences. Regular training and feedback sessions can help you refine your approach and ensure you’re providing the best possible service.

Implementing The Golden Rules Retail Management Training

Implementing these golden rules requires commitment from every level of the organization. From frontline staff to management, a unified approach to embodying these principles is key. Invest in training that emphasizes these core values, and make use of technology that enhances, rather than replaces, the human element of customer service.

In conclusion, excellence in customer service is not achieved by adhering to a rigid set of instructions but by cultivating a culture that values positivity, patience, active listening, gracefulness, and continuous improvement. By focusing on these principles, companies can create memorable experiences that not only satisfy customers but also turn them into loyal advocates.

For those aiming to master retail store management in today’s dynamic environment, obtaining Customer Service is a wise move. This retail management training will arm you with the principles of customer service excellence with retail management training, emphasizing positivity, patience, listening, gracefulness, and continuous improvement as keys to transforming customer interactions and achieving business success.

Written by Amir Ashraff

SHRA Corporate Trainer

Amir is a trainer from SH Retail Academy. His passion for teaching and business handling gives him a lot of experience in teaching, training, retailing, customer service and operation management.

Reference: Customer service and how to improve it

 599 total views,  17 views today

Why Retail Management Training is Essential: Top 3 Emerging Retail Trends in 2024

The retail landscape is undergoing a transformative shift, evolving at an unprecedented pace as we venture into 2024. This dynamic change is driven by several key trends that are poised to redefine the way businesses engage with their customers, paving the way for an era of innovation and personalized service that was once thought to be the distant future. From the rapid advancements in technology to the shifting patterns of customer behavior and the indispensable need for adaptability, the future of retail is being shaped to offer personalized, efficient, and seamless shopping experiences that cater to the modern consumer’s expectations. As we delve deeper into these trends, it becomes clear that the retail sector’s evolution is not just about embracing change but about leading it, setting new benchmarks for customer engagement and satisfaction. 

Let’s explore the top three emerging retail sales trends set to boost the sector in 2024 and examine how they will influence the strategies of retailers worldwide.

1. Technology Advancements
2. Changing Customer Behavior
3. Adaptability to Survive

Technology Advancements Retail Management Training Focus: Top 3 Emerging Trends

The forefront of retail innovation is undoubtedly technology. Retailers are leveraging cutting-edge tech to not only streamline operations but also to significantly enhance the shopping experience for their customers. Automation plays a pivotal role here, with businesses employing sophisticated systems to manage inventory, provide personalized product recommendations, and even automate customer service through chatbots that can handle detailed queries. This shift is not just about efficiency; it’s about reallocating human resources to areas where they can make a more impactful difference, such as in personalized customer service, thereby elevating the overall customer experience.

Changing Customer Behavior Retail Management Training Focus: Top 3 Emerging Trends

As technology evolves, so do customer expectations. Today’s consumers demand more than just a product; they seek an experience that is tailored to their preferences and seamless across all touchpoints. Recognizing this, retailers are maximizing personalized omnichannel experiences. Take Sephora, for instance, which has masterfully integrated technology to offer customized shopping experiences both online and in-store. This approach ensures that customers enjoy a consistent and personalized journey, whether they are shopping on a website, through an app, or in a physical store, leading to increased satisfaction and loyalty.

Adaptability to Survive Retail Management Training Focus: Top 3 Emerging Trends

The retail sector’s ability to adapt to new trends and consumer demands is crucial for survival and growth. A prime example of adaptability is the shift towards lifestyle shopping. Retailers like Nike are creating ecosystems that offer more than just products. Through their apps, they provide a mix of services, content, and community interactions, fostering continuous relationships with their customers. This strategy not only enhances the shopping experience but also integrates the brand into the customer’s lifestyle, making it a daily touchpoint rather than a transactional one.

Conclusion Retail Management Training Focus: Top 3 Emerging Trends

The retail industry in 2024 is shaping up to be an exciting mix of technology-driven solutions, personalized customer experiences, and adaptable business models. By focusing on automating operations to win on customer experience, personalizing omnichannel interactions, and scaling technology to cater to lifestyle shopping, retailers can not only meet but exceed the expectations of modern consumers. These strategies are not just about keeping up with the competition; they are about setting new standards for what shopping can be. As we move forward, it’s clear that the retailers who embrace these trends will be the ones leading the pack in the dynamic world of retail sales.

For those aiming to master retail store management in today’s dynamic environment, obtaining a Retail Management Training is a wise move. This training will arm you with the necessary tools to tackle modern retail challenges and unlock potential avenues for expansion. Initiate your educational path now to gear up for the retail sector’s evolution.

Written by Amir Ashraff

SHRA Corporate Trainer

Amir is a trainer from SH Retail Academy. His passion for teaching and business handling gives him a lot of experience in teaching, training, retailing, customer service and operation management.

Reference: 3 Trends Set to Boost Retail Sales in 2024

 581 total views,  16 views today

Navigating Strategy Setbacks In Retail Management: 3 Traps Every Leader Should Avoid

In the intricate world of retail management, the journey to becoming an effective leader is fraught with challenges. Guiding a team towards unified goals and navigating the complexities of executing strategies require a blend of resilience, strategic foresight, and the ability to turn challenges into opportunities for growth. This is particularly true in the dynamic retail sector, where leadership can significantly impact the success and adaptation of the business to market changes. Additionally, for leaders seeking to enhance their skills within this sector, HRDF claimable retail leadership training programs offer a pathway to not only refine their leadership capabilities but also leverage training investments to benefit both individuals and organizations alike.

Avoiding Common Leadership Traps3 traps

Leaders in retail management must be wary of several pitfalls that can undermine their effectiveness and the performance of their organizations. Recognizing and avoiding these traps is crucial for fostering a positive organizational culture and steering the team towards success.

Trap 1: Trying To Do Everything3 traps

In the attempt to meet every demand and address every possible need, retail leaders may find themselves stretched too thin. This overextension can result in a jack-of-all-trades, master-of-none scenario, diluting the impact and excellence that the business could otherwise achieve. Strategic focus is key, with an emphasis on areas where the business can truly stand out and excel.

Trap 2: Lack Of Specific Action Plans3 traps

The absence of clear, detailed action plans can turn strategic intentions into nothing more than wishful thinking. Retail leadership requires actionable strategies with specific goals, deadlines, and responsibilities outlined. This clarity bridges the gap between intentions and tangible outcomes, ensuring that the team is aligned and progress is achievable.

Trap 3: Neglecting Progress Tracking3 traps

Leadership is not just about setting the direction; it’s also about keeping the journey on course. Without effective progress tracking, it becomes difficult to gauge success, identify areas needing improvement, and maintain the momentum towards achieving strategic goals. Systematic monitoring of key performance indicators (KPIs) and milestones is essential for any retail management strategy to be successful.

Transforming Setbacks into Opportunities3 traps

The ability to navigate through setbacks and transform them into opportunities for improvement is a hallmark of effective leadership in retail management. Leaders must embrace adaptability, foster collaboration, and maintain an open line of communication with their teams and stakeholders. Learning from failures and maintaining a long-term perspective can help leaders avoid the rigidity and short-term distractions that often derail progress.

HRDF Claimable Retail Leadership Training3 traps

For leaders in the retail sector, continuous learning and development are vital. HRDF claimable retail leadership training programs offer an excellent opportunity for retail managers and leaders to refine their skills, learn new strategies, and stay ahead of industry trends. These programs, often eligible for HRD Corp, previously named as HRDF claims, provide a cost-effective way for businesses to invest in their leadership talent, ensuring that their teams are led by individuals equipped with the latest insights and strategies in retail management.

Investing in such training can empower leaders with the tools they need to navigate the complexities of the retail industry, from managing customer relationships and adapting to digital transformation to implementing new retail strategies that drive business success.

Conclusion3 traps

In the fast-paced and ever-evolving retail sector, effective leadership is more critical than ever. By avoiding common leadership traps, embracing continuous learning through HRDF claimable retail leadership training, and applying strategic insights to overcome challenges, retail leaders can drive their organizations towards sustained success. The journey of leadership in retail management is one of continuous growth and adaptation, where the ability to transform setbacks into stepping stones defines the path to excellence and innovation.

As we look to the future of retail, the importance of skilled leadership cannot be overstated. Leaders who are equipped with the knowledge, skills, and adaptability to navigate the retail landscape will find themselves well-positioned to lead their teams to new heights of success. Whether through leveraging HRDF claimable training programs or embracing a culture of continuous improvement, the opportunity for retail leaders to make a significant impact is immense. Start your journey towards becoming a more effective retail leader today, and unlock the potential for growth, innovation, and resilience within your organization.

Written by Nik Nur Azizah

SHRA Corporate Trainer

Nik is a trainer from SH Retail Academy. Her working background focuses mainly on coaching and advising people to focus on team goals and identifying team strengths. Her passion in training and learning led her to join the SHRA team as Corporate Trainer for their mission in helping people learn, progress, and use knowledge that fits retail industry needs.

reference: 3 Traps to Avoid When Executing Your Strategy

 912 total views,  16 views today

Retain Your Best Talent in 2024: Leveraging HRD Claimable Funds

“2 months notice period, 1 months notice period or even more advance 24-hours notice period” 

HR or bosses, are you familiar with these terms? It’s getting harder and harder to retain your staff. If they are no longer serving the company, the heartache is lesser. Imagine your best employees decided to leave? We can imagine how painful it must feel for you. That is why we want to share with you on how to retain you BEST TALENT in 2024. 

Since we are still in the beginning of the year, it is still not too late to understand what might be the challenges that our company might face in retaining the talent. 

1. As we enter 2024, more than half of the employees surveyed (53%) are thinking about leaving their current jobs. This indicates a notable increase in people switching workplaces. Companies should be prepared for this expected surge in employees deciding to move on.

2. In the past year, 77% of employers found it difficult to find people to fill their job openings. More than a quarter of these individuals left their jobs to take care of their children and family. This shortage of workers is expected to continue into next year.

3. Getting people to apply for jobs is hard, but it’s even tougher to find applicants with the right skills. On average, 44% of new hires in Malaysia need to learn or improve their skills to do their jobs well. This emphasizes the importance of providing good training and opportunities for learning new skills.

With all these challenges that we are seeing in this year, there must be ways to overcome it. Let us share with you what we can do to retain talent and at the same time utilizing HRD claimable funds.

Highlighting the Importance of Employee Development:

Emphasizing the strategic nature of investing in training and development is paramount. By utilizing HRD claimable funds for employee development, companies not only enhance individual skills but also cultivate a workforce that is well-equipped to contribute to the company’s overall success and growth.

Connecting Training to Employee Satisfaction:

Utilizing HRD claimable funds to provide training opportunities is a testament to the company’s commitment to employee growth and satisfaction. When employees feel supported in their professional development journey, they are more likely to stay with the company, fostering a sense of loyalty and job satisfaction.

Positioning HRD as a Retention Strategy:

In the competitive job market of 2024, HRD claimable funds stand out as a valuable tool for retaining top talent. Companies can showcase the continuous learning opportunities made possible through HRD investments, creating an environment where employees not only feel valued but are also actively invested in the company’s success.

Linking HRD to Flexible Work Arrangements:

Connecting HRD claimable funds with flexible work arrangements acknowledges the evolving preferences of the workforce, including the desire for flexible work options and remote work. Positioning HRD investments as part of a comprehensive retention strategy signals that the company cares about both professional and personal growth, creating an appealing work environment.

Emphasizing the Dual Benefit of Training and Remote Work:

Illustrating the synergy between HRD claimable funds and remote work options becomes crucial. This combination offers employees a compelling package, providing the opportunity to enhance their skills through training while enjoying the flexibility of working in a way that suits their lifestyle. This dual benefit not only attracts but retains top talent.

Addressing Diverse Learning Needs:

Highlighting that HRD claimable funds can be tailored to address the diverse learning needs of employees is key. By showcasing a commitment to individualized learning experiences, companies contribute to a positive employee experience, catering to the varied skills and backgrounds within the workforce.

Aligning DEI Initiatives with HRD:

Connecting HRD investments with Diversity, Equity, and Inclusion (DEI) initiatives reinforces the importance of inclusive learning. By designing training programs that promote diversity, companies ensure that employees from all backgrounds have equal access to development opportunities, contributing to a more inclusive workplace.

In conclusion, as we navigate the challenges of talent retention in 2024, leveraging HRD claimable funds emerges as a strategic imperative. This is where SHRA, a leading training company, plays a pivotal role. By collaborating with SHRA, companies can effectively channel HRD funds to emphasize employee development, satisfaction, and the alignment of HRD with flexible work arrangements.

Source: Future State of Hiring & Retention

Written by Nik Nur Azizah

SHRA Corporate Trainer

Nik is a trainer from SH Retail Academy. Her working background focuses mainly on coaching and advising people to focus on team goals and identifying team strengths. Her passion in training and learning led her to join the SHRA team as Corporate Trainer for their mission in helping people learn, progress, and use knowledge that fits retail industry needs.

 1,385 total views,  20 views today

New Year, New HR Strategies for Effective Retail Management

Did you know that 65% of HR leaders now say employee experience is their top priority? That’s a huge shift, and it’s shaking up the retail training world too. As a retail training provider here in Malaysia, I’m seeing firsthand how these trends are transforming the way we prepare our retail heroes for success.

Here’s a glimpse of what’s got me buzzing for 2024:

1. Employee Experience Takes Center Stage New Year, New HR Strategies for Effective Retail Management

Forget just training folks on how to fold sweaters – it’s all about crafting a positive employee journey now. We gotta make them feel valued, heard, and like they’re part of a bigger family, even when they’re spread across stores or working remotely. Think fun team-building activities (online and offline), regular check-ins, and opportunities for growth. Happy staff equals happy customers, right? qAccording to Gartner, a staggering 65% of HR leaders now consider employee experience their top focus. In Malaysia, a recent TalentCorp survey revealed that 77% of employees prioritize a positive work culture, highlighting the growing importance of employee well-being and engagement.

Impact on Training: This means moving beyond technical skills training and incorporating soft skills development like communication, teamwork, and emotional intelligence. Additionally, fostering a growth mindset through mentorship programs and career development opportunities can boost employee satisfaction and retention.

2. Culture Craving

With the physical walls blurring, building a strong company culture becomes crucial. We need to inject that sense of belonging and shared values into every training session. Imagine interactive workshops where teams from different stores collaborate on virtual projects, or online communities where employees can share best practices and support each other. It’s about creating a vibe that transcends distance and keeps everyone feeling connected. Gartner emphasizes the need for a strong company culture, especially with the rise of remote and hybrid work models. In Malaysia, a PwC study found that 58% of employees believe a strong company culture is essential for attracting and retaining talent.

Impact on Training: Training programs should emphasize collaborative learning activities that bridge physical and virtual teams. Building online communities for knowledge sharing and peer support can further strengthen the sense of belonging.

3. Tech Tsunami

Automation is no longer a sci-fi movie; it’s Realität! HR platforms, AI-powered training modules, and even virtual reality simulations – these are the tools of the trade now. We gotta embrace them and equip our trainers with the skills to navigate this tech jungle. Think gamified learning experiences, personalized learning paths based on individual needs, and real-time performance tracking – all powered by the magic of technology. Gartner highlights the increasing role of technology in HR, including HR platforms, AI-powered training modules, and VR simulations. In Malaysia, the government’s Digital Leap initiative aims to boost tech adoption in various sectors, including retail.

Impact on Training: Retail training providers need to invest in tech-enabled learning solutions like gamified modules, personalized learning paths, and performance-tracking tools. Equipping trainers with the skills to utilize these technologies effectively will be crucial.

4. Fostering Adaptability and Change Agility

The retail landscape is a chameleon, constantly shifting colors. We need to train our folks to be adaptable ninjas, ready to roll with the punches. This means courses on embracing new technologies, learning new skills on the fly, and staying flexible in the face of uncertainty. Think bite-sized, just-in-time training modules that can be accessed anytime, anywhere, so our retail heroes can stay ahead of the curve. Gartner emphasizes the need for employees to be adaptable to the changing retail landscape. In Malaysia, the rapid e-commerce growth necessitates a workforce comfortable with embracing new technologies and business models.

Impact on Training: Training programs should incorporate bite-sized, just-in-time modules that can be accessed on-demand. Additionally, scenario-based learning can help employees develop critical thinking and problem-solving skills to navigate uncertainty.

By embracing these trends and adapting training approaches, we can equip Malaysian retail employees with the skills and mindset to thrive in the ever-evolving retail landscape. Remember, happy, engaged, and tech-savvy employees are the key to unlocking success in this new retail era, and we, the retail training providers, are here to make sure they’ve got the keys!

Ready to conquer the retail challenges of 2024? Let’s unlock your team’s hidden superpowers through our game-changing training programs .

Source: Where HR Will Focus in 2024

Written by Amir Ashraff

SHRA Corporate Trainer

Amir, serving as an esteemed trainer at SH Retail Academy, brings an impressive academic background with his highest qualification being in the education sector. His fervor for imparting knowledge, coupled with his expertise in business acumen, has endowed him with a wealth of experience spanning various domains including teaching, training, retail management, and operations management. Specializing in Customer Service within the retail industry, Amir’s unique blend of educational prowess and business savvy positions him as an invaluable asset in both academic and professional spheres, particularly in enhancing customer experiences and service standards in the retail sector.

 1,444 total views,  15 views today

In today’s fast-paced business world, leaders are facing new and complex challenges. As I explored recent research on the top business challenges for 2024, it became evident that the role of leadership is undergoing a significant transformation. These challenges aren’t just theoretical concepts; they’re real issues that impact how businesses operate and succeed. Let’s dive into these challenges and understand what they mean for leaders today.

Understanding the New Age of Leadership

1. Navigating Through Constant Disruption

Gone are the days when supply chain disruptions and talent acquisition were the primary concerns for leaders. Today, we’re looking at a broader spectrum. Leaders at all levels are grappling with the repercussions of sustained inflation and the looming specter of economic downturns. The statistics paint a clear picture: 34% are focused on inflation and economic downturn, 31% on evolving customer expectations, and 28% on adapting to ongoing changes and transformations.

2. The Rise of Tech-Savvy Leadership

In our digital-first world, being tech-savvy is no longer a luxury but a necessity for leaders. About one-third of professionals I spoke with highlighted the acceleration of digital technology as a top business challenge. Interestingly, 46% foresee a growing need to adapt to emerging technologies, such as generative AI, underscoring the importance of technological fluency in leadership.

3. Humanizing Leadership in a Digital World

As much as we emphasize technological skills, the essence of leadership remains deeply rooted in human interaction. Leaders must continue to inspire, motivate, and foster a sense of belonging among their teams. The focus is now on building a diverse and inclusive culture (31%) and driving employee inspiration and motivation (30%).

4. Leading in a Hybrid Work Environment

The concept of a fixed workplace is becoming obsolete. Today’s leaders are expected to manage teams across various environments, from on-site to fully remote. This is not a short-term adjustment but a complex, ongoing challenge. A significant 48% of respondents emphasize the need to ensure productivity and business growth amidst the growing adoption of hybrid, gig, and dynamic work models.

Reflecting on Primed HR advisors’ findings, there’s a noticeable alignment with these challenges. Key areas like people management, inflation, hybrid working models, customer success, and the implications of AI and automation are highlighted as critical.

Strategies for the Future

Based on these insights, it’s clear that leaders in 2024 will need to:

1. Embrace Continuous Learning:

   Staying abreast of technological advancements and evolving management practices is essential.

2. Prioritize People Skills:

   Cultivating an inclusive, motivating, and well-being-focused culture is crucial.

3. Adapt Financial Strategies:

   Proactive inflation management and cash flow strategies are key.

4. Rethink Workspace Dynamics: 

   Balancing the needs of diverse work environments is essential.

5. Navigate AI Ethically:

   Leaders must be mindful of legal compliance and data privacy in AI integration.

In conclusion, leadership in 2024 will be about blending adaptability, empathy, and strategic foresight. It’s a story of transforming challenges into growth opportunities, ensuring organizations not only survive but thrive in these dynamic times. This research not only illuminated the path ahead but also inspired a renewed approach to effective and empathetic leadership.

Written by Amir Ashraff

SHRA Corporate Trainer

Amir is a trainer from SH Retail Academy. His highest education is in the education field. His passion for teaching and business handling gives him a lot of experience in teaching, training, retailing, business management and operation management. His hobbies include learning new skills and gaming.

 1,942 total views,  19 views today

In Malaysia, amidst a softening economy with global business restructuring, rising operating costs, and high interest rates, the concern for job security is more prevalent than ever. A Randstad survey revealed that 60% of Malaysians fear job loss, emphasizing the importance of financial and job stability. As the largest talent agency globally, Randstad’s 2023 Workmonitor highlights the workforce’s sentiments and perceptions in the local job market.

Job security is not just about financial stability; it also offers peace of mind, reducing stress and anxiety. Despite 80% of Malaysians being concerned about economic impacts on their livelihood, 86% are confident in their employers’ ability to provide job security. Employers are urged to support their employees, as their approach to employee welfare is crucial in attracting job seekers.

A significant 65% of Malaysian workers wouldn’t accept a job without a substantial salary increase, underlining the priority of income stability. With rising living costs, 38% have left jobs due to low wages, and 34% are considering resigning for better pay. Employers need to be mindful of financial decisions impacting income stability and remain competitive in salary offerings.

Many Malaysians are postponing retirement due to financial constraints. With 80% unable to retire as planned, 32% delay retirement to manage living costs. In times of business restructuring, employees expect financial assistance and job placement services. If layoffs occur, they seek extended company-paid benefits and access to outplacement services.

The survey, conducted in October 2022 with 750 respondents aged 18-67, sheds light on the workforce’s concerns and aspirations.

In response to these challenges, individuals can take proactive steps:

1. Upgrade Your Value: Personal development is key. Engaging in courses on emotional management or learning new technical skills can enhance personal value.
2. Improve Internal Processes at Work: Implementing new skills in the workplace is crucial. It’s essential to apply what’s learned to increase your professional worth.
3. Transform Your Mindset at Work: Embrace new challenges and opportunities with confidence. Recognize your potential and take the initiative in your professional environment.

Every effort towards self-improvement and adapting in the workplace contributes to a more secure and confident future, navigating through the challenges of the current economic climate in Malaysia.

___________________________________________________________________________________________

Written by Amir Ashraff

SHRA Corporate Trainer

Amir is a trainer from SH Retail Academy. His highest education is in the education field. His passion for teaching and business handling gives him a lot of experience in teaching, training, retailing, business management and operation management. His hobbies include learning new skills and gaming.

 1,647 total views,  15 views today

In the Malaysian context, where retail and service industries play significant roles in the economy, the lack of a systematic TNA process could mean not keeping up with technological advancements and market demands, which in turn could hinder growth and sometimes even decrease staff morale.

Understanding Your Industry: First things first, we need to get a good grasp of what’s happening in our industry here in Malaysia. What skills are in demand? What’s changing? Keeping up with industry news and checking out what the successful companies are doing can give us some great insights. Search for Reputable Organization to Benchmark your goals, example: Malaysia Productivity Corporation, National Occupational Skills and Standards and so on. 

There are three levels of Training Need Analysis (TNA): 1) Organizational level, 2) Departmental level, & 3) Individual level. Organizational-level TNA assesses how training can support an organization’s overall strategic goals. Departmental-level TNA identifies department-specific training needs to enhance performance. Individual-level TNA pinpoints the training requirements of individual employees to help them excel in their roles and advance in their careers. Identifying TNA at these three levels is important in order to set training priority.

Rolling Up Our Sleeves: Conducting TNA

Your TNA needs to match the yearly business direction and align training programs with the strategic goals and objectives of the organization. It involves understanding the broader market trends, technological advancements, and competitive dynamics within Malaysia. You need to focus on skills that support in creating unique positioning for your organization, such as Omnichannel or New Retail Training, Strategy Planning and Execution Training. You can also download a full talent development pathway and training plan by Human Resource Development Corporation (HRD Corp), Malaysia Retail Association (MRA), Malaysia Franchise Association (MFA) and Bumiputera Retail Organisation (BRO) in this link https://hrdcorp.gov.my/indsf/retail

Setting Priorities: Not all skills are created equal. We need to decide which ones are most important for our business right now, and which ones can wait a little bit. This is where our clear goals come in handy – they help us stay focused on what matters most.

Table: Prioritizing Training Needs

Making It Happen: Implementation

Next, HR professionals can explore various training delivery options—weighing the cost-effectiveness and suitability of in-house versus external programs to meet specific training needs. Once decided, they should create a practical action plan detailing the rollout schedule, leaders, and necessary resources, ensuring alignment with the TNA outcomes. The implementation should be closely tracked and monitored, with regular feedback from employees to gauge the effectiveness of the training and to identify areas for skill improvement. This feedback loop is essential for making adjustments and fostering an environment of continuous improvement. The goal is to keep refining the TNA process, leveraging insights from each iteration to enhance team performance and contribute to the organization’s growth.

And finally, the key to a great TNA? Never stop improving. Use what you learn this time to make your next TNA even better. It’s all about continuous improvement – for our team, and for our vision.

Conclusion

And there you have it – a practical, straightforward guide to Training Needs Analysis in Malaysia. By following these steps, you’ll ensure your team has the skills they need to thrive, both now and in the future. So, let’s get started – your future-ready team awaits

Written by Nik Nur Azizah

SHRA Corporate Trainer

Nik is a trainer from SH Retail Academy. Her working background focuses mainly on coaching and advising people to focus on team goals and identifying team strengths. Her passion in training and learning led her to join the SHRA team as Corporate Trainer for their mission in helping people learn, progress, and use knowledge that fits retail industry needs.

 1,994 total views,  18 views today