Organizational Behavior Case Study

Topics: Maslow's hierarchy of needs, Motivation, Customer service Pages: 5 (1699 words) Published: June 3, 2012
Case Assignment (Ch. 6)

1: American Express Learning Network customer service training program provided applications of learning theory and goal setting theory. The goal of AELN is to prepare each of their employees to provide great customer service to existing and new members. Each customer care employee needed and firm understanding of introducing themselves, ensure appropriate privacy/security levels for customers and how to go about interacting with them. The training programs will involve problem resolution which is oriented towards customer service. AELN would provide for employees technical and soft skills training. With technical training the customer service professionals would get a better understanding of the specific job, how to use all the different software applications, process forms, and other skills. Soft skills training provided topics as the customer care principles, how to speak and listen to customers, dispute resolutions, and others (Nelson & Quick, 2011, p. 215). 2: With American Express Learning Networks leadership development there were learning and goal setting theories applications. This was important also to AELN with learning and performance management responsibility. They experimented with three different training venues. The first group of trainees would experience just online delivery of the learning materials and studied through self-direction with no supporting events such as peer discussion, formal events, and talks from the senior organizational leaders. The second group would get to experience the classroom training with no support from of online materials or formal events. The last group would experience a mix of learning approach which would combine classroom or web-based interaction with the senior leaders, self-directed online learning, and with encouragement of discussion amongst learners. 3: Performance can be multidimensional and should be clearly understood by employees so they can perform well while working. Many jobs may require different skills but one of the dimensions of performance is organizational citizenship behavior. Which is going above and beyond the call of duty and AELN expects their customer-care professionals to provide this to their customers. Performance appraisal which evaluates a person’s performance when it is well defined is another reason AELN blended learning approach was superior. This would use social comparisons to rate the employee’s performance and has an advantage over the simpler rating standards. Using a type of feedback called the 360-degree feedback where self-evaluation and evaluations by managers, peers, direct reports, and maybe customer’s maybe a possible reason why AELN’s blended learning approach became superior. Maybe AELN used methods like consensus, distinctiveness, and consistency to evaluate their employees and assuring their success within the company and service they provide to customers. Consensus informational cue that will indicate the extent to which peers in the same situation behaves in a similar fashion (Nelson & Quick, 2011, p. 204). Distinctiveness is informational cue which indicates the degree to which an individual behaves the same way in other situations (Nelson & Quick, 2011, p.204). Consistency is informational cue indicating the frequency of behavior over time (Nelson & Quick, 2011, p. 204). 4: I agree with Jeanette Harrison’s learning philosophy. I believe it provide a personal mastery where individuals learn to broaden the personal capacity and create results that they will desire. It can create an environment that that will help to encourage fellow employees to develop themselves towards their goals and purpose in which they desire. It can help to create a commitment within a particular workplace which common and desirable futures. Team learning would involve relevant thinking skills and enable groups of people to develop intelligence and ability that will sum of...
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