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How do you maintain your professional integrity and credibility as a needs analyst?

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Needs analysis is a crucial process for identifying and addressing performance gaps in organizations. However, it also involves ethical dilemmas that can challenge your professional integrity and credibility as a needs analyst. In this article, you will learn how to handle a real-life case study of a needs analysis ethics issue and apply some best practices to avoid or resolve similar situations in the future.

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Preeti Saxena

Sr. Learning Strategist at Vanguard

1 The case study

Imagine that you are hired by a large corporation to conduct a needs analysis for their customer service department. You are told that the main goal is to improve customer satisfaction and retention. You design and implement a comprehensive data collection plan that includes surveys, interviews, focus groups, observations, and document reviews. You analyze the data and find out that the root cause of the low customer satisfaction is not the lack of skills or knowledge of the customer service staff, but the poor management practices and policies that create a stressful and demotivating work environment. You prepare a report that summarizes your findings and recommendations, and you present it to the senior management team.

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Preeti Saxena

Sr. Learning Strategist at Vanguard
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One thing I've found helpful in these engagements is to set the right expectations with the client. Let the client know in advance that the data analysis may uncover findings that may not identify knowledge/skill gap as the only root cause. Discuss and determine ahead if the client would like all findings included in the scope.

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2 The ethical dilemma

However, instead of appreciating your honest and thorough work, the senior management team reacts with anger and disbelief. They accuse you of being biased, incompetent, and unprofessional. They demand that you revise your report and focus only on the training needs of the customer service staff, ignoring the management issues. They threaten to withhold your payment and ruin your reputation if you do not comply. They also warn you that they have contacts in other organizations and they will make sure that you never get hired again. You are shocked and confused by their response. You wonder what you did wrong and what you should do next.

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Preeti Saxena

Sr. Learning Strategist at Vanguard
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In this scenario, I'd rely on my expertise as a consultant to deescalate the situation by apologizing first and then find a way to reopen the dialog. I will also reiterate the fact that as a needs analyst, I let the data tell the story without my personal preferences or influences interfering with the outcome.

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3 The ethical principles

As a needs analyst, it is imperative to adhere to ethical principles that guide your work and decision making. The International Society for Performance Improvement (ISPI) states that these principles include respecting the dignity and worth of all individuals and groups, maintaining the highest standards of quality and professionalism, protecting the confidentiality and privacy of data and stakeholders, communicating honestly and transparently with all parties involved, avoiding or disclosing any conflicts of interest or biases that may affect your work, and seeking feedback and continuous improvement for your own practice.

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4 The ethical options

In this case study, you have several options to deal with the ethical dilemma. Each option has its advantages and disadvantages, and you must consider them carefully. For instance, you could revise your report as requested by the senior management team, which may save your payment and reputation but compromise your integrity and credibility as a needs analyst. Alternatively, you could refuse to revise your report and stick to your findings and recommendations, which may preserve your integrity but risk your payment and reputation. Negotiating with the senior management team is a third option that could balance both factors. Lastly, withdrawing from the project and terminating the contract may avoid further confrontation but forfeit your payment and reputation.

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Preeti Saxena

Sr. Learning Strategist at Vanguard
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As an analyst/consultant I will lean towards going back to the negotiating table to clarify expectations but also show domain expertise by helping client understand that effort (time, money) spent on solving a problem that the data indicates may not even be the core issue will not help meet their goal of retention.

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5 The ethical decision

There is no definitive answer to which option is the best or the worst in this case study. You have to consider your own values, goals, and circumstances, as well as the potential consequences and impacts of each option. You also have to consult with your code of ethics, your professional association, your peers, and your legal advisor if needed. Ultimately, you have to make an ethical decision that you can justify and defend with sound reasoning and evidence.

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6 The ethical lessons

No matter the option you choose, this case study can provide valuable lessons to help you avoid or resolve similar ethical dilemmas in the future. It is important to establish clear expectations and agreements with your clients before beginning a needs analysis project. This includes understanding the purpose, scope, methods, roles, responsibilities, and deliverables. Additionally, trust and rapport should be built throughout the needs analysis project by communicating frequently and openly with clients. When presenting findings and recommendations, make sure to use data and stories to support claims while also highlighting the benefits and risks of implementing or ignoring them. Lastly, continuous learning and development as a needs analyst is essential. Stay up-to-date on trends, tools, and techniques in needs analysis. Get feedback for your work, join professional networks and communities of practice, and seek mentoring and coaching from experienced needs analysts.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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How do you maintain your professional integrity and credibility as a needs analyst?

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1 The case study

2 The ethical dilemma

3 The ethical principles

4 The ethical options

5 The ethical decision

6 The ethical lessons

7 Here’s what else to consider

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