What's your techno type - and why should you care?
Article Abstract:
Developing technical skills and knowledge can be difficult because people have different ways of learning. The HR function can facilitate technical learning by making sure that trainers take into account individual differences in knowledge acquisition. One recommended measure is to individualize training by grouping trainees according to their learning styles. Trainer Susan Boyd, for instance, divides learners into 'Doers,' or those who want hands-on training immediately; 'Thinkers,' those who want to study the documentation first before any hands-on activity; 'Watchers,' those who like to observe first; and 'Feelers,' those who prefer to have assistance while they are learning. In addition to knowing the learners, trainers are advised to focus on one common level of functionality.
Publication Name: Personnel Journal
Subject: Human resources and labor relations
ISSN: 0031-5745
Year: 1996
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Do service procedures tie employees' hands?
Article Abstract:
The key to improving customer service is to give substantial responsibility to the employees who provide the services. By empowering employees to act on behalf of the customer, rather than tying the employees to rigid procedures, employers give service providers the wisdom and the confidence needed to be responsive to customer needs. Educators and management consultants such as A.S. Neil and Tom Peters have found that the way to teach people to be self-disciplined and responsible is to give them freedom. One way to empower employees is to give them feedback and to 'catch them doing something right'.
Publication Name: Personnel Journal
Subject: Human resources and labor relations
ISSN: 0031-5745
Year: 1988
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