Module 3 Mini Case Study Analysis: Discovery and Feedback Meetings

Determining what the client needs and what they hope to accomplish is a critical competency that all HRD practitioners require to be successful. Knowing how to elicit key information from a client, develops over time and as long as you’re following a strong framework, the likelihood for doing it successfully dramatically increases. The purpose of this assignment is to take a scenario, apply the framework, and describe how you would conduct a discovery and feedback meeting.
InstructionsThe objective of this assignment is to read the Mini Case Study: Capital Airlines and describe how you would bring the client through the discovery and feedback phase of the consulting engagement.
Mini Case Study: Capital AirlinesCapital Airlines (CA) is a US-based airline with 30,000 employees headquartered in Seattle, WA. CA is primarily focused on the domestic market and has three reservation centers in New York City, Cleveland, and San Diego.
CA recently announced they will be opening new offices in Asia and Western Europe and will be offering non-stop flights to Tokyo, Madrid, and Barcelona as part of its published 10-year growth strategy into the international market. A new reservation center is also slated to open in Madrid with some US-based employees moving to Spain to start training new staff. CA is not currently part of a major airline alliance or partnership and the CEO hopes that expanding to international destinations will spur other airlines to consider a partnership with the airline company.
With the expectation that these international flights will commence in 15-months, the CEO realizes the organization does not have the internal capacity to manage all aspects of this growth plan. CAs’ leadership team has identified additional focus areas that are critical to success:
Train new European employees on CAs’ existing reservation system and all employees about the new, streamlined business processes that will be implemented in all offices
Engage key stakeholders through communication and change management activities about upcoming changes
CAs’ CEO and Board of Directors are seeking assistance from you in creating and implementing a training and development plan. Ultimately, the plan must include a timeline and recommendations on how to address the change management activities and establishing a training plan, so all employees are ready on day one.
You’ve been asked to lead the first meeting with CAs’ VP of Human Resources to determine what information is required to complete the plan (discovery meeting) and then follow up with a second meeting to provide your recommendations (feedback meeting).
Using your textbook and Module 3 Resource Book to support your responses, how would you:
Structure the discovery meeting to determine the client’s need, existing issues, etc. for carrying out a plan to meet their needs.
Provide feedback to the client after the discovery meeting that includes recommendations for handling the need/problem.