美国培训经理常用工具《用于询问经理需求的范例问题》

徐老师

用于询问经理需求的范例问题

1. Sample Questions to Explore Manager Requests
Business Needs
Performance Needs
(Accomplishments and Behaviors)
Work Environment
and Capability Needs
The following are examples of questions you can ask when exploring a manager’s request for a training program. These
questions are formatted in a generic manner; it is important that you edit questions you select to include reference to
the specific employee group and situation that the manager is focused upon.
Questions to Ask Regarding Business Needs: Desired State
n What are the business/operational goals for your group?
n What are the measures you use to determine success?
n Is there any business department or function achieving these goals now? If there is, what is this department or
function doing differently to contribute to these results?
Question to Ask Regarding Business Needs: Current State
n What are the current results that have been obtained at this time for the business/operational goals for your
group?
Questions to Ask Regarding Performance Needs: Desired State
n What must people in the (name the employee group focused upon) do more, better, or differently if your
department/function is to achieve the goals you have described?
n Are there any people in the (name the employee group focused upon) who are achieving the results you
require? If there are, what are these people doing differently to accomplish the greater results?
Questions to Ask Regarding Performance Needs: Current State
n What do employees in the (name the employee group focused upon) typically do to accomplish the results
you need?
n What have you observed people in this workgroup do that leads you to believe they would benefit from a
training or learning program?
Questions to Ask Regarding Work Environment Needs
n What are the reasons for the gaps between what employees should be doing to accomplish results and what
they are typically doing now?
n If the learning solution we are discussing was implemented, what might still make it difficult for employees in
this group to perform as you need them to do?
Source: Partners in Change, © 1995, 2007. Used with permission.
Need Hierarchy
n For employees to change how they do their jobs, they require (a) skills, (b) clear accountability, and (c) coaching
support. We have discussed the types of skills that are needed and actions we can take to address that need.
What actions can be taken to ensure employees know what they are accountable to do with these skills and
how they will be coached and supported to use them once they return to the job?
Questions to Ask Regarding Capability Needs
n How do the capabilities of employees compare with the requirements of the job?
n What skills and knowledge do employees require if they are to perform successfully?

需求等级

工作环境和能力需求 绩效需求（业绩与行为） 商业需求

来源：《变化的合作者》 1995, 2007. 授权使用

下面是一些范例问题，可供你询问经理对培训项目要求时使用。这些问题是通用的格式，请根据实际需要编辑这些问题，以便针对特定的员工群体和情境。

询问关于商业需求理想状态的问题：

n
你的团队的商业目标或运营目标是什么？

n
你用哪些方法来判断成功与否？

n
目前是否有业务部门已经达到这些目标？如果有，这个部门用了哪些特殊的方法取得这个结果？

询问关于商业需求目前状态的问题：

n
目前你的团队为了商业目标或运营目标已经取得了哪些结果？

询问关于绩效需求理想状态的问题：

n
如果你的部门为了达到你所描述的目标，（列出所聚焦的员工团队名称）的成员必须更多、更好、或者有改变地做什么？

n
是否在（列出所聚焦的员工团队名称）中有人正在达到你所要求的结果？如果有，这些人有哪些与众不同的做法来达到比别人更好的结果？

询问关于绩效需求目前状态的问题：

n
在（列出所聚焦的员工团队名称）中员工为了达到你所需要的结果有哪些典型做法？

n
你所观察到在此工作组中的员工的哪些行为使你认为他们将从培训或学习项目中受益？

询问关于工作环境需求的问题：

n
员工应该怎样做以达到预期结果和他们目前的典型做法之间存在的差距原因是什么？

n
如果我们正在讨论的学习解决方案得以实施，还有什么可能因素使得这一团队中的员工仍然很难达到你需要的绩效？

n
为了使员工改变他们工作的方式，他们需要（一）技能，（二）明确责任，及（三）教练支持。我们已经讨论了所需要的技能和我们可以采取的满足需要的行动。一旦他们回到工作当中，可以采取什么行动来确保员工知道他们运用这些技能负责做哪些事情以及他们可以怎样获得教练支持来运用这些技能？

询问关于能力需求的问题：

n
如何将员工的能力和工作要求相比较？

n
如果员工想要获得成功的绩效，需要什么技能和知识？

zhouzhenhao

感谢徐老师！