the basics of needs assessment joe mcveigh middlebury, vermont, usa

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The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

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Page 1: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The basics of needs assessment

Joe McVeigh

Middlebury, Vermont, USA

Page 2: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The basics of needs assessment

No, really. Basics.

Page 3: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Contexts

In what type of situations do you need to perform needs assessments?

Page 4: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

What is needs assessment ?

. . . The systematic collection and analysis of all subjective and objective information necessary to define and validate defensible curriculum purposes that satisfy the language learning requirements of students within the context of particular institutions that influence the learning and teaching situation.

(Brown 1995)

Page 5: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

What is needs assessment ?

Needs assessment is figuring out what you need to teach.

(McVeigh – today)

Page 6: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

So . . .

How do we do needs assessment?

Page 7: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The process of needs assessment(Graves 2000)

• Decide what information to gather and why

• Decide the best way to gather it: when, how, and from whom

• Gather the information

• Interpret the information

• Act on the information

• Evaluate the effect and effectiveness of the action

Page 8: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The process of needs assessment

• Involve the right people

• Pose the right questions

• Use the right instruments

• Analyze and interpret the data

• Construct the course

Page 9: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

An example

• We have a “communications” problem.

• It’s a question of “phraseology.”

• The problem is their accent.• The “presenting problem.”

Page 10: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Involving the right people

Stakeholders

• Anyone who will be affected by the outcome of the course or training.

• Students, ESL teachers, administrators, other teachers, employers, supervisors, customers, family members, whoever is going to pay for all this.

Page 11: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Involving the right people

Target group

• The learners or students who will be taking the course or training.

Page 12: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Involving the right people

Audience

• The people who will eventually be required to act upon the analysis or make decisions.

• Teachers, teacher aides, program administrators, senior administration or officials, supervisors, managers.

Page 13: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Involving the right people

Needs analysts

• The persons responsible for conducting the needs analysis.

• Teachers, course designers, consultants, materials writers.

Page 14: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Involving the right people

Resource group

• Any people who may serve as sources of information about the target group.

• Parents, financial sponsors, employers, future teachers, clients.

Page 15: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• Target group: call center trainees• Audience: senior executives (VPs, CEO) training

department, consultants, materials development team

• Needs analysts: Consultant (external), consultant (internal), training staff

• Resource group: Senior managers, line managers and supervisors, trainers, current employees, current trainees, human resources personnel, clients.

Page 16: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Needs analysts

Page 17: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

• So, what exactly seems to be the problem?

• Is it the same as the “presenting problem?”

Page 18: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

• What is the current level of language ability of the students who will enter the course?

Page 19: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

• What is the desired outcome of the course or training?

• What do the students or trainees need to be able to do at the conclusion of the course?

• What kinds of language skills do they need? Setting? Functions?

Page 20: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

• What are the issues, attitudes, and underlying concerns of – The future students ?– The teachers ?– The sponsor ?

– Do people get paid to learn? Time off? Is there a financial incentive? Do they care?

Page 21: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

• What resources are available to make this happen? What are the constraints?– Money ?– Time ?– Human resources & personnel ?– Funds for materials/curriculum development ?– Assessment concerns ?

Page 22: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Pose the right questions

Other questions to ask?

Page 23: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• What is the current level of trainees English and where do they need to go?

• What aspects of their language need improvement?• How much time is available for training before they begin

working?• What types of language do trainees need to use in their

work?• How much experience does the training staff have?• What type of training delivery should be used? How

much technology?

Page 24: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA
Page 25: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Use the right instruments

• Existing information

• Tests

• Interviews and meetings

• Questionnaires

• Observations

• Discourse analysis

Page 26: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Use the right instruments

Other instruments or methods of obtaining data?

Page 27: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• Existing information: “phraseology summit data”, existing curriculum & assessment

• Interviews and meetings: execs, sr. managers, line managers, call center associates, training staff, trainees

• Observations: existing classes, “barging phone calls”

• Discourse analysis: notes on calls, transcriptions of L1 to L1 calls

Page 28: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Discourse Analysis

* * * AGENT: So it should be coming tomorrow or…

tomorrow.CUSTOMER: Tomorrow?AGENT: Right.CUSTOMER: OK. Is there a tracking number or

anything, so we can track it?AGENT: Sure, um, one second please.CUSTOMER: Sure.AGENT: OK. You ready?CUSTOMER: Yup.

Page 29: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

AGENT: Your tracking number is, 11 – It’s a long

number – ha ha ha CUSTOMER: OKAGENT: I’ll start over uh huh …1101CUSTOMER: OKAGENT: 9008CUSTOMER: Nine -- No, let me just ask you something, the “oh -

oh”. . . are those zero’s or AGENT: Zero’sCUSTOMER: Zero’s, OK, 008AGENT: 8223CUSTOMER: Wait a minute, now there’s two 8’s in a row?AGENT: Right, two 8’s in a row.

Page 30: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

CUSTOMER: 223

AGENT: 121

CUSTOMER: 121

AGENT: 80

CUSTOMER: 80

AGENT: 59

CUSTOMER: 59

AGENT: 9

CUSTOMER: 9

AGENT: Yes sir…

Page 31: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

• CUSTOMER: Let me read it back to you 11019008822312180599.

• AGENT: That is correct sir…• CUSTOMER: OK and that would be RPS or

Fed Ex?• AGENT: Yes sir, it’s RPS, do you have

the number if not I can give that to you.

• CUSTOMER: Yeah, if you would please• AGENT: OK

Page 32: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA
Page 33: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Analyze and interpret the data

• What does the data mean ?

• How precise do you need to be?

• Do you need a formal report?

• Who makes the decisions?

• Don’t discount your experience

Page 34: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Analyze and interpret the data

Other issues in data analysis and interpretation ?

Page 35: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• Accent problem? Yes, but . . .

• Keep it quick and dirty

• Time is of the essence

• Let’s not forget culture and sociolinguistics

Page 36: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA
Page 37: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• Accent problem? Yes, but . . .

• Keep it quick and dirty

• Time is of the essence

• Let’s not forget culture and sociolinguistics

• A variety of business “processes”

Page 38: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Selected call center business “processes” (Inbound: customer service)

• Appliance repair (warranty or no ?)• Insurance claims processing (car accidents)• Department store customer service• Home center customer service• Credit card customer service• Vehicle rental• Medical equipment servicing• B2B parts and inventory control

Page 39: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Selected call center business “processes” (Outbound: collections)

• Debt collection for credit cards

• Debt collection for office equipment rental

• Special sales offers for stores & credit cards

Page 40: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Construct the course (Graves 2000)

• Determine the organizing principle(s)

• Identify course units based on the organizing principles

• Determine unit content

• Organize unit content

• Sequence the units

Page 41: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Construct the course

Other issues in course construction?

Page 42: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Example

• Pronunciation, idioms and expressions, listening, grammar, culture

• General telephone etiquette and skills with modules for specific business processes

• Incorporate authentic materials

• Materials writers become skills area experts

• Ongoing piloting

Page 43: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Every unit should contain: Welcome Relaxation exercise (first 10 days) Affect work – help learners with confidence, feelings,

etc. Check home work (pertaining to previous days

learning) Introduce the topic of the day Pre–test to raise awareness Discuss pre–test results and ask trainees their

perceptions about the topic. Explain the topic supporting theory with practical

examples.

Page 44: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Every unit should contain Explain to the trainees how topic will enhance their

performance on the floor. Give models & examples of the language point for

presentation Controlled practice of the language point (Repetition,

reading scripts, listening and responding with short answers)

Semi-controlled practice (cued dialogs, short controlled role plays)

Free practice (role plays, mock calls, discussions, debates)

Post-test Give home work Wrap up

Page 45: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Units should contain some of the following

Consonant routine or vowel routine

Drill on the expressions of the day

Syllable stress practice.

British, Indian, and American English differences (5 min)

A short listening exercise with comprehension questions.

A brief (5 min) American culture capsule

Page 46: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA
Page 47: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Resources

• Brown, J.D. (1995). The elements of language curriculum: A systematic approach to program development. Boston: Heinle & Heinle.

• Graves, K. (2000). Designing language courses: A guide for teachers. Boston: Heinle & Heinle.

• Hutchinson, T. & Waters, A. (1987). English for specific purposes: a learner-centred approach. Cambridge: Cambridge University Press.

• Munby, J. (1978). Communicative syllabus design. Cambridge: Cambridge University Press.

• Reeves, N. & Wright, C. (1996). Linguistic auditing: A guide to identifying foreign language communication needs in corporations. Clevedon, UK: Multilingual Matters.

Page 48: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

Resources

Other resources ?

Page 49: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

What is needs assessment ?

Needs assessment is figuring out what you need to teach.

Page 50: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The basics of needs assessment

Questions and discussion.

Page 51: The basics of needs assessment Joe McVeigh Middlebury, Vermont, USA

The basics of needs assessment

Thanks for coming.

Joe McVeigh

[email protected]