HRM 3410 Lecture Notes - Lecture 9: Goal Setting, Work Unit, Customer Service Training

• School: York University
• Department: Human Resources Management
• Course: HRM 3410
• Professor: Ken Mc Bey

Document Summary

The extent to which trainees transfer new learning on the job: positive: effectively apply new learning on the job, zero: not apply new learning on the job, negative: perform worse on the job after training. Three employees, jenny, marie and john, participated in a training program on customer services. After the training, jenny used what she learned from the training program to improve her services and has received very positive feedbacks from customers until now. Marie also tried to use what she learned from the training program, but received negative feedbacks from customers, because she was too aggressive when serving customers and made her customers feel uncomfortable. John did not apply his learning from the training program at all and his customer satisfaction remained unchanged. Is it possible to have horizontal transfer, but organizational effectiveness does not improve? (explain your answer sufficiently) Far: apply to situations different from those in which training occurred.