1) Assume that you were hired to develop a training program for these CSRs. Write down what you believe are the four most important KSAs your training must address and your reasoning for selecting these. If done as a group exercise, allow each member of the group to share the KSAs they identified, and their reasoning. Then reach a group consensus as to the four most important KSAs and your rationale for including each KSA. Each group will then report to the rest of the class.
2) Discuss the training responsibilities of supervisors and managers who are not a part of the HRD department. Prepare a list of what the responsibilities might be and a rationale for your choices.
