Training and development are the guarantees of the successful functioning of the company as changes are considered as the central aspects of modern business life. Dwelling upon the actions of the American Express Learning Network (AELN), the learning theory and goal-setting theory should be considered. The implementation of the learning theory and goal-setting theory in customer service training program and in the leadership development program is going to be discussed.
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Learning theory in customer service training program is expressed via the analysis of the cause and effect of the made decisions and completed actions. Learning is not just the receiving of some information, it is the analysis and synthesis of the data and the appropriate application of it in the necessary directions (Mailick, Stumpf, & Mailick, 1998). One of the main purposes of the customer service training program is to consider the scenarios of the problems which may appear and to teach employees to cope with the tasks. The goal-setting theory in customer service training program is expressed via the five principles of smart goal setting, “clarity”, “challenge”, “commitment”, “feedback”, and “task complexity” (Ledlow, & Coppola, 2010, p. 159). Each of these components is considered while setting the goals for scenarios.
Learning theory in the leadership development program is expressed via other aspects. The behaviour of the participants of training is considered and the conclusions are drawn on the basis of this behaviour. Learning theory, in this case, is referred to as to circle where the “abstraction, concrete implication, experience, observation-feedback, and reflection” (Mailick, Stumpf, & Mailick, 1998, p. 14) is presented with the possibility to start from any element. The leadership development program creates a supportive condition for such an option. The implementation of the goal-setting theory is also based on the five smart goals as being correctly motivated people work more efficiently (Ledlow, & Coppola, 2010).
Trying to point to the superiority of the blended learning approach and to show the weaknesses of the online delivery of the learning materials and traditional information delivery, the following data should be considered. Learning is a complicated process with the involvement of numerous cognitive processes. Motivation is important in learning as well as the process of the procedure. While learning, the change in the activities should vary the process. The innovative technologies have entered the life of people having made them advantageous, however, the traditional methods of learning should not be forgotten. Innovative technologies are to be used in complex with the traditional methods, otherwise, people become bored and they do not like the process at all.
It is impossible to disagree with Jeanette Harrison’s learning philosophy according to which learning in the organization is one of the main factors which changes organization both from inside and from outside of the workplace. Learning affects all spheres of human life and the application of some specific knowledge in the workplace transfers this knowledge in ordinary life. People usually apply received knowledge in all spheres of their life, therefore, skills obtained during working training are referred to while everyday activities.
AELN’s task is to make sure that all the employees are appropriately skilled and have the necessary knowledge for performing their tasks. Applying learning theory and goal-setting theory into employees’ training, this department perfectly copes with customer service training program and with leadership development program using necessary innovations.
Ledlow, G. R. & Coppola., M. N. (2010). Leadership for Health Professionals. New York: Jones & Bartlett Publishers.
Mailick, S. A., Stumpf, S. A., & Mailick, S. (1998). Learning Theory in the Practice of Management Development: Evolution and Applications. New Jersey: Greenwood Publishing Group.