1.Your boss says: “Why do I need to tell you what type of learning capability I’

Question

1.Your boss says: “Why do I need to tell you what type of learning capability I’m interested in? I just want a training program to teach employees how to give good customer service." Explain to the boss how “good customer service” can be translated into different learning outcomes. Additionally, how do instructional objectives help learning to occur?
2.How would you define/describe "learning"? Can you name and describe the specific learning outcomes we can expect?
3.What could be done to increase the likelihood of transfer of training (TOT) if the work environment conditions are unfavorable and cannot be changed? What specific steps could the trainer, management and the employee take to help insure TOT? Is the employee also partially responsible for TOT?
4. Learning is an important aspect of any training program. However, the ability to use learned capabilities on the job (transfer of training) is equally important. Many factors can influence the transfer of training. Trainers must know how to deal with situations (or assist management and trainees) which could impact training employees. What steps can be taken by the trainer, management and employee to overcome these barriers?
5.How would we distinguish between the following: (1) Maintenance and generalization and (2) Learning and transfer?

Explanation / Answer

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