Apply: Transfer of Learning HRM/326

Respond to Application Assignment #2 [Noe Suites] at the end of Chapter 4 on pages 194-195 in the textbook.

This is a common situation – there is a problem with customer service and management says “train them!”

A consulting firm has proposed a 1.5 hour presentation and 45 minute Q & A session on customer service. What do you think of this? Is it likely that staff will be able to learn how to handle unhappy customers and transfer learning from listening to a presentation?

Prepare a 300 – 500 word response to your manager. Use concepts from Chapter 4 in explaining to your manager what it will take for staff to learn customer service skills and then transfer them to the job.

Cite all sources according to APA formatting guidelines.

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