1. Start with the business need. Identify the tasks, changes or risks that training should support. Speak with the people doing the work and their managers. Separate a knowledge or skill gap from problems caused by unclear processes, missing tools or workload; training alone will not resolve every issue.
2. Describe the audience. Record who needs to learn, their starting knowledge and the situations they face. New starters may need a different route from experienced colleagues. Keep common foundations together, then add learning that matches responsibilities.
3. Define a practical outcome. Replace vague goals such as “understand customer care” with a task people can demonstrate, such as explaining an escalation route or handling a realistic scenario. Decide how you will check that outcome before choosing the content.
4. Choose the learning and support. Combine suitable courses with your own policies, examples and practice. Allow time to apply the learning. A short discussion, job aid or manager check-in may make the content more useful than adding another module.
5. Agree ownership and timing. Give each action a responsible owner, target audience, planned start and review date. Make sure learners have access and time to participate. Avoid treating every topic as equally urgent; prioritise what matters now.
6. Review progress and usefulness. Check completion where available, but also ask whether people can apply the learning. Use assessment outcomes, feedback and workplace observations appropriately. Update the plan when responsibilities, systems or priorities change.
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