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My role is contacting the organisation. In my role of contacting the organization and collaborating with my group, I had the opportunity to engage directly with industry professionals. This experience allowed me to practice and enhance my communication skills while working effectively within a team. The decision-making process with my group mates was particularly enriching, as it fostered a collaborative environment where diverse perspectives were valued. Throughout this assignment, I significantly improved my communication skills and teamwork abilities. Engaging with interviewees required me to be clear and concise in my inquiries, ensuring that I gathered the necessary information effectively. Working in a team setting also taught me the importance of listening to others, valuing their input, and reaching consensus on decisions. Next, the analysis stage has been remarkably smooth. My teammates have been exceptional in their decision-making abilities, which has made it easier to synthesis information and draw conclusions collaboratively.

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Nurul Fazreen Binti Mohd Dzulfakhri (85361)

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Nurul Fazreen Binti Mohd Dzulfakhri (85361)

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Creating the SOJT program on "Mastering Client Interaction" was a transforming learning experience. Throughout the process, I gained a better grasp of good training design, namely the need to connect training objectives with organisational needs. Crafting role-playing exercises and evaluation rubrics improved my capacity to build practical and dynamic learning environments, as well as emphasising the need of active listening and adaptation in meeting the requirements of varied trainees. However, difficulties occurred in blending theoretical knowledge with concrete skills and ensuring exercises tailored to different levels of trainee experience. This assignment assisted me in bridging these gaps and strengthening my ability to approach training design with a learner-centric perspective.

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Assignment 1 KMS 3174 Structred On-the-Job Training

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My role for this assignment is as a data collector. I need to collect the information of the organization that we want to study based on our Structured On-the-Job Training modules. My role as a data collector exposed me to a variety of learning opportunities that greatly improved my capacity for analysis and comprehension of organizational dynamics. Managing different communication styles and making sure participants were at ease enough to share their ideas were two of the difficulties that came with conducting interviews. I discovered the value of flexibility and active listening, which enabled me to gather important information while creating a trustworthy atmosphere. Critical thinking and the capacity to combine disparate viewpoints into cohesive themes were necessary for the analysis of the gathered data. My understanding of the complexities of organizational behavior has grown as a result of this approach, which also made it evident how important it is to plan ahead and have specific goals when gathering data. All things considered, this experience has enhanced my professional growth and given me useful abilities for upcoming research and analysis projects.

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The Structured On-the-Job Training (SOJT) assignment was an enlightening experience that helped me bridge theoretical concepts with practical applications in workplace training. Developing a structured training program required me to step into the shoes of an HR professional, focusing on every aspect of the training process, from job and task analysis to the design and evaluation of the program. I learned how important it is to align training objectives with both employee development goals and broader organizational strategies. By breaking down job roles into specific, actionable tasks, I gained a clearer understanding of how to address skill gaps and ensure that the training program meets the intended learning outcomes.

One significant challenge I faced during the assignment was designing an evaluation framework that could effectively measure the success of the training program. Initially, I struggled to determine how to assess both immediate learning outcomes and long-term impacts on job performance. However, applying Kirkpatrick’s evaluation model—covering reaction, learning, behavior, and results—provided a structured approach to address this issue. This process helped me understand how critical evaluation is in ensuring continuous improvement in training programs. Overall, the SOJT assignment challenged me to think critically, analyze job requirements, and design practical solutions for real-world HR scenarios. It not only enhanced my problem-solving and analytical skills but also gave me the confidence to apply these techniques in future professional settings. This experience solidified my understanding of the vital role structured training programs play in improving employee performance, engagement, and organizational productivity. Reflecting on this, I feel better equipped to contribute meaningfully to HR development initiatives in my future career.

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In this assignment, my responsibility was to collaborate with team members to generate interview questions and ideas contributors. This experience not only improved my teamwork and communication skills, but it also gave me a real grasp of the complexities involved in conducting excellent interviews. In addition, one of the most important lessons I learnt was the need of adapting our questions to ANGKASA's training needs. As we prepared for the interview, I realized that the quality of our questions had a direct impact on the depth and significance of the responses we received. Other than that, I learnt how to use the different AI tools such as Perplexity and Chat GPT in order to get the most relevant answers that were required for our assignment. One of the challenges faced during the interview was interview question development. While we used AI technologies such as Perplexity and ChatGPT to help generate questions, we had to be careful to ensure that the questions were appropriate to ANGKASA's training needs rather than generic or overly wide. To enhance our approach, team members needed to engage in extensive discussion and collaboration. Lastly, another challenge that I faced was an internet connection issue during the interview. Poor internet connection leads to difficulty to hear or respond clearly, leading to missed information and wasted time on repeating questions or clarifying issues.

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Nurul Fazreen binti Mohd Dzulfakhri (85361)

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Nurul Fazreen binti Mohd Dzulfakhri (85361)

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Being the author of this Google Form questionnaire which is aimed at assessing communication skills, I have received the chance to ponder over the course of developing it, as well as upon the results to be expected.  Much time was devoted to designing each question appropriately to fit this goal and nothing more. For instance, one of the questions included is regarding the typical barriers to communication within the workplace so that the organization can understand areas deemed problematic for the employees in the future training. I also avoided the use of fancy words so as to make the questions easily understandable by respondents within the organization. Considering possible blind spots, I can notice that some of the respondents can be rather unenthusiastic about the open-ended question in the end of the survey (more on the feedback section). Furthermore, the form does not take into consideration some factors which affect communication within a specific context like the interacting team, organizational culture or climate thereby may limit the feedback. In conclusion, the data will be valuable in improving future communication plans and design as well as creating a more harmonious form of organizational working.

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To complete this coursework, my role is to help my group members to prepare a google form that needs to be distributed to the employees at ANGKASA and participate in an interview with my group members by interviewing an employee at ANGKASA. I was able to effectively gather information from the participants by making a Google Form. Consistency in responses was guaranteed by the organized framework, which facilitated the analysis process. Other than that, it was harder than I thought to create questions that were objective and unambiguous. After the form was tested, I had to make some revisions to make sure the questions were clear to the responses. Additionally, I came to see how crucial it is to provide a variety of question formats, including multiple-choice and open-ended enquiries, in order to collect both quantitative and qualitative data. I was able to enhance the communication process during the interviews by honing my active listening techniques and learning how to read nonverbal clues. However, I continue to face difficulties, such as participants who were hesitant to provide more detail in their responses. To address this, I had to develop my probing skills and use follow-up questions to encourage them to share more details. From this role, it can enhance my collaboration and my technical skills. It is because working with a team to design the Google Form and analyze interviews enhanced my teamwork and communication skills and I learned how to use features like branching and response validation in Google Forms to improve survey quality.

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Throughout the KMS3174 course, I have gained valuable insights into client interaction skills, which are essential for fostering strong relationships and delivering exceptional service. Initially, I aimed to enhance my communication abilities, and I found that the structured approach of the training module titled "Mastering Client Interaction" effectively addressed this goal. The module emphasized practical skills such as preparing for client meetings and actively listening to client needs. For instance, role-playing scenarios allowed me to practice welcoming clients warmly and responding to their concerns, which significantly boosted my confidence. Additionally, learning to ask open-ended questions and summarize discussions helped me ensure that I fully understood client requirements. Overall, this course has not only improved my professional skills but also deepened my appreciation for effective communication in a business context. I am now better equipped to contribute positively to client interactions in my future career.

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Self Reflection - Cecelia Anak Bayam (86349)

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Self Reflection - Cecelia Anak Bayam (86349)

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Developing the "Mastering Clients Interaction" SOJT module was both a challenging and enriching experience. It allowed me to reflect deeply on the importance of effective communication in client relationships, especially in a corporate setting like Angkasa. One of the most rewarding aspects was realizing how crucial it is to provide practical, hands-on training for employees. The task of balancing theoretical concepts with real-world applications was challenging but rewarding. I had to ensure that the content was not only informative but also actionable, enabling trainees to use the skills they acquired in actual client interactions. Additionally, I appreciated how the structure of the training events, preparation, presentation, involvement, feedback, and evaluation allowed for a dynamic and interactive learning environment. This approach, in turn, made me more aware of how training can be tailored to suit different learning styles and objectives. The reflection process also made me more aware of the importance of continuous improvement and feedback, both for the trainees and myself as a developer of training modules. Overall, I feel more confident in my ability to design training programs that are not only educational but also engaging and aligned with real workplace needs.

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Self-Reflection - Nor Anisya Binti Mohd Isnawi (84895)

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Self-Reflection - Nor Anisya Binti Mohd Isnawi (84895)

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Throughout conduct the assignment titled "Mastering Client Interaction", I have learned many important and useful knowledge. During conduct this task my responsibility as a data collector is to systematically collect, arrange, and evaluate data in order to support research goals and process of decision-making. This entails finding pertinent sources, using the right techniques to collect data, and guaranteeing the precision and dependability of the information acquired. I also learned about the differences between the trainer and trainee versions of the module. I learned that the trainer module was focused on emphasize instructional strategies and assessment methods. Meanwhile trainee module was concentrate on learning objectives and practical applications. Throughout the design process, I applied the part-whole-part training model, that ensures the important elements was integrated effectively. During finishing this assignment, I have faced the challenge which is to ensure that the training module is clear and relevant for both trainer and trainees and it can lead to potential misunderstandings. My role is ultimately essential in establishing a strong basis for well-informed judgements and strategic planning.

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I found the process of developing the Structured On-the-Job Training (SOJT) module for client interaction skills to be both challenging and rewarding. My primary focus was on the Training Needs Analysis (TNA), which proved crucial in identifying the specific communication skills gap among Angkasa’s business unit employees. This foundation guided the entire module development, ensuring our training addressed real, practical needs. While my main contribution was in the TNA, I also participated in other aspects of the project, collaborating with my teammates to create a comprehensive and effective training program. This experience has deepened my understanding of instructional design and the importance of tailoring training to specific organizational needs. It has also enhanced my skills in teamwork and project coordination, as we worked together to integrate various components into a cohesive module.

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Individual reflection

From this assignment, I have learned how to develop a module for a trainer which is “ Mastering Clients Interaction”. Through this assignment, our group discussed the training that we are going to propose to Angkatan Koperasi Malaysia ( ANGKASA) based on the training need analysis that was conducted previously. Based on the training needs analysis, Angkasa was faced with a lack of communication skills especially when they interact or meet the clients.  I have learned there is no one-size-fits-all approach to training; instead, the needs of the audience must be carefully considered. After that, I have learned that effective communication skills are crucial when meeting a client to ensure a good service quality and relationship with the clients. Next, this assignment also makes me think critically about how we are going to do the SOJT module for the trainer and trainee so that the module is aligned with Angkasa needs to improve their employees skills through training. The challenges that I faced was I am not able to understand the assignment requirement but with the thorough discussion with my team members, I am able to understand it. I also learned how to use AI tools such as Perplexity and Microsoft Bing to solve our assignments. These AI tools were very helpful but sometimes cannot give me the answers that I need. From that I have to think and rewrite the question based on my idea to get a clear answer from it. To sum up, this module creation process has been a tremendous learning experience that has improved my critical thinking, and teamwork abilities. I hope by learning to create the SOJT module, I can apply my skills in my future jobs.

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Training Needs Analysis, Training Module for Trainee, Training Module for Trainer

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Training Needs Analysis, Training Module for Trainee, Training Module for Trainer