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To establish a better rapport with 
customers
The employee will immediately attend to a customer unless 
already engaged with another customers. 
The employee will greet each customer using the customer's 
name where known. 
The employee will apologise to every customer who has had to 
wait to be attended to. 
To assemble clocks more quickly
The employee will be able to assemble each clock correctly 
within 30 minutes. 
Having identified training needs and objectives, the manager will have to decide on the best way to 
approach training: there are a number of approaches and techniques, which we will discuss below. 
3.5 Incorporating training needs into an individual development programme 
Individuals can incorporate training and development objectives into a 
personal development plan
. 
A 
personal development plan
is a clear developmental action plan for an individual which incorporates 
a wide set of developmental opportunities, including formal training. 
The purposes of a personal development plan include: 

Improving performance in the existing job 

Developing skills for future career moves within and outside the organisation 
BPP Tutor Toolkit Copy

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PART D: LEADING AND MANAGING INDIVIDUALS AND TEAMS 
 
408
 
3.5.1 Steps in personal development planning 
Personal development planning includes the following basic steps. 
Step 1 
Analyse the current position
. You could do a personal SWOT (strengths, weaknesses, 
opportunities, threats) analysis, or a 
skills analysis
(as depicted in the following 
diagram). 

Performance 

High 
Low 
High 
Like and do well 
Like but don't do well 
Likin
g of skills 
Low 
Dislike but do well 
Dislike and don't do well 
The aim is to try to incorporate more of the employees' interests into their actual roles.