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attitude surveys 
and 
360º feedback
appraisal reports
, 
since the employee's superiors, subordinates, colleagues and customer contacts will be in a good 
position to identify performance deficiencies in areas that affect them: this will be particularly important 
in the case of customers. 
3.3 Formal training need analysis 
Other training requirements may only emerge from a formal 
learning gap (or training need) analysis
. 
Training needs
 
may be defined as the gap between what people should be achieving and what they 
actually are achieving. In other words: 
Required level of competence 
minus 
present level of competence = training need 
The 
required level of competence for the job 
can be determined by: 
(a) 
Job analysis
, identifying the elements of the task 
(b) 
Skills analysis
, identifying the skill elements of the task, such as: 
(i) 
What senses (vision, touch, hearing, etc) are involved? 
(ii) 
What left-hand/right-hand/foot operations are required? 
(iii) 
What interactions with other operatives are required? 
(c) 
Role analysis
,
 
for managerial and administrative jobs requiring a high degree of co-ordination and 
interaction with others 
(d) 
Existing records
, such as job specifications and descriptions, person specifications, the 
organisation chart (depicting roles and relationships), and so on 
(e) 
Competence analysis
or existing competence frameworks, such as NVQs relevant to the job 
The 
present level of employees' competence 
(which includes not only skill and knowledge, but the 
employee's inclination or willingness to work competently as well) can be measured by an appropriate