Assess each role to identify the right skills it requires

Instructions

Ask, “What does it take to do this job superbly?
Collect data without assuming you know what the skills are. Identify competencies required for success in this role in your firm.
Interview both outstanding and average-performing staff.
Do your research and plan questions, but be open to new topics as they arise. Ask staff to describe in detail “critical incidents”— occasions when they had done superbly and some when their performance had been disappointing.
Transcribe and analyze the interviews.
Detect common themes and patterns of thinking, feeling, and acting that are at the heart of their success.
From those results, identify and list the competencies that matter most.
They may be different from those you were expecting.
Test these competencies to see if they distinguish average from star performers.
Before training anyone, you need to make sure you have identified the correct skills. This may require further interviews and evaluations.
Consider the ways one set of capabilities supports another.
People rarely need to improve just one competence; emotional capabilities are interwoven, not independent.
Check if the training requires cultural interpretations.
For example, people express emotions differently in different cultures; the less familiar we are with a group, the more likely we are to misinterpret their feelings.