Karl and Kara own a business that specializes in providing outdoor adventure experiences for tourists. They employ a staff of eight adventure guides who are responsible for providing each client with a safe and enjoyable outdoor experience. Recently, Karl and Kara received a number of complaints about the guides from clients. Karl believes that the problem can be resolved by providing the guides with additional customer service and communication training. But Kara suggests that before investing resources into training, they should conduct a needs assessment to see if training is the best solution, and if so, which type of training would be the most beneficial.