Table of Contents

Training

Training is a critical enabler of successful project delivery and organisational change. Without effective training, new systems go unused, new processes are followed inconsistently, and the intended benefits of a change are not realised. A structured approach to training ensures that people have the knowledge, skills, and confidence to work effectively in the future state.

Training Needs Analysis

A Training Needs Analysis (TNA) is the foundation of any training programme. It identifies the gap between current capabilities and the skills required for the future state.

TNA Process

flowchart LR A[Define Future
State Skills] --> B[Assess Current
Capabilities] B --> C[Identify
Gaps] C --> D[Prioritise
Needs] D --> E[Design Training
Programme] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E blue

Key Inputs to a TNA

Input Source Purpose
Future state process maps Design team Understand new ways of working
Role definitions HR / Change Manager Identify skills required per role
People Impact Assessment Change Manager Understand severity and scope of change
Current skills data HR / Line managers Baseline existing capabilities
System requirements Technical team Identify technical training needs
Compliance requirements Legal / Regulatory Mandatory training obligations

TNA Output Template

Role / Group Current Skills Required Skills Gap Priority Training Method
Customer service advisors Legacy CRM, phone handling New CRM, multi-channel support High 1 Classroom + simulation
Finance analysts Manual reporting, spreadsheets Automated dashboards, new ERP High 1 Classroom + e-learning
Team leaders Current processes, legacy tools New processes, coaching skills Medium 2 Workshop + coaching
Senior managers Strategic oversight Dashboard interpretation, new KPIs Low 3 Briefing + self-service

Training Strategy

The training strategy defines the overall approach to developing and delivering training. It should be agreed with the project sponsor and key stakeholders.

Strategy Components

Component Description
Objectives What the training programme aims to achieve
Scope Who is in scope, what topics are covered
Approach Blended learning, phased rollout, train-the-trainer
Delivery methods Mix of classroom, e-learning, coaching, and other methods
Timeline When training will be developed and delivered
Resources Trainers, venues, materials, technology
Dependencies System availability, content sign-off, participant release
Evaluation How effectiveness will be measured
Risks Key risks to training delivery and mitigation plans
Best Practice: Adopt a blended learning approach that combines multiple delivery methods. This accommodates different learning styles, reinforces key messages, and provides flexibility for participants.

Delivery Methods

Comparison of Training Delivery Methods

Method Best For Advantages Limitations
Classroom training Complex processes, system navigation, hands-on practice Interactive, immediate feedback, peer learning Expensive, requires venue and trainer, scheduling challenges
E-learning Knowledge transfer, compliance, reference material Scalable, self-paced, trackable, cost-effective Limited interaction, requires self-discipline, not suited to complex skills
Coaching and mentoring Behavioural change, leadership development, on-the-job support Personalised, contextual, builds relationships Resource-intensive, difficult to scale
Shadowing and buddying Practical skills, on-the-job familiarisation Real-world context, low cost, immediate application Dependent on buddy quality, disruptive to BAU
Workshops Process walkthroughs, scenario-based learning, group exercises Collaborative, engaging, promotes shared understanding Time-consuming, requires skilled facilitation
Quick reference guides Step-by-step procedures, system instructions Always available, easy to update, supports recall Not suitable for complex concepts, requires literacy
Simulation and sandbox System training, practice in safe environment Risk-free practice, builds confidence Requires environment setup, may not reflect live data
Video and webinar Demonstrations, remote audiences, recorded reference Visual, reusable, accessible anywhere Passive, limited interaction, production effort

Selecting the Right Method

flowchart LR A{Learning
Need?} -->|Knowledge| B[E-learning
or briefing] A -->|Skill| C[Classroom
or simulation] A -->|Behaviour| D[Coaching
or mentoring] A -->|Awareness| E[Communication
or webinar] classDef blue fill:#108BB9,stroke:none,color:#fff class A,B,C,D,E blue

Training Plan

A training plan translates the strategy into an operational schedule of activities.

Training Plan Elements

Element Detail
Training module Name and description of each training session
Target audience Which roles and groups attend each module
Prerequisites Any prior learning or access requirements
Duration Length of each session
Delivery method How the session will be delivered
Trainer Who will deliver the training
Venue / platform Physical location or online platform
Materials Required materials, guides, system access
Schedule Dates and times for each cohort
Capacity Maximum participants per session

Sample Training Schedule

Week Module Audience Method Trainer
1 System overview All users Webinar Training Lead
2-3 Core processes Customer services Classroom Subject Matter Expert
2-3 Reporting and analytics Finance team Classroom System Trainer
3-4 Advanced features Power users Workshop System Trainer
4 Manager dashboard Team leaders Briefing + guide Change Manager
5 Refresher and Q&A All users Drop-in sessions Training Lead

Measuring Training Effectiveness

The Kirkpatrick Model

The Kirkpatrick model provides a four-level framework for evaluating training effectiveness. Each level builds on the previous one.

Level Name What it Measures How to Measure
1 Reaction Did participants find the training useful and engaging? Post-session feedback forms, satisfaction surveys
2 Learning Did participants acquire the intended knowledge and skills? Pre- and post-training assessments, quizzes, practical tests
3 Behaviour Are participants applying what they learned on the job? Manager observations, performance data, 30/60/90 day reviews
4 Results Has the training contributed to business outcomes? KPI tracking, error rates, productivity metrics, benefit realisation
Common Mistake: Most organisations only measure Level 1 (satisfaction). While this is valuable, it does not confirm that learning has occurred or that behaviour has changed. Aim to measure at least Levels 1 and 2 for all training, and Level 3 for high-priority groups.

Evaluation Metrics

Metric Target Measurement Method
Training completion rate 95%+ of target audience LMS tracking, attendance records
Satisfaction score 4.0+ out of 5.0 Post-session feedback
Knowledge assessment pass rate 80%+ Post-training quiz
Time to competency Within 4 weeks post-training Manager assessment
Support ticket volume Declining trend post go-live Service desk data
Error rate Below agreed threshold Quality monitoring

Training Logistics

Successful training delivery depends on thorough logistical planning.

Logistics Checklist

  • Venues booked and confirmed with appropriate facilities (projector, PCs, network access)
  • System environments available and populated with realistic training data
  • Materials produced and reviewed by subject matter experts
  • Participants scheduled and managers notified of release requirements
  • Trainers briefed and rehearsed
  • Contingency plans in place for no-shows, technical failures, or additional sessions
  • Accessibility requirements identified and accommodated
  • Feedback mechanisms set up and ready to deploy
  • Attendance tracking process agreed and in place

Common Training Pitfalls

Pitfall Consequence Prevention
Training too early Participants forget before they need to apply learning Schedule training close to go-live, provide refresher materials
Training too late Participants are not ready for the change Build training into the project plan early, protect dates
One-size-fits-all Some groups under-trained, others bored Tailor training to role and skill level
No practice environment Participants cannot apply learning safely Set up sandbox or simulation environments
Untested materials Errors and gaps in training content Pilot with a small group, iterate based on feedback
Ignoring resistance Participants attend but do not engage Address the “why” before the “how”, involve champions
No post-training support Learning fades without reinforcement Provide guides, floor walkers, help desk, follow-up sessions
Trainer not credible Participants do not trust the content Use subject matter experts or well-briefed trainers
Last updated: 19 March 2026