Abstracts: August 24th, 1998

Woods G, Lantsheer C, Clark R E The Learning Organization, (UK), Vol 5 No 2 98 Start page: 74 No of pages: 9

Reports research that indicates the training which has a ‘customer service’ focus produces different knowledge and organizational results from training which is job and task focused. Describes a training programme that focused on customer satisfaction, designed for the European Patent Office and assesses the success of this approach to training. Outlines the content of the training, which was designed to improve the way that people chair the oral hearings involving technical and legal disputes, and which focused on how the people involved in the hearings (the customers) were treated during the proceedings. Sets out the training methods used, including the use of role play and feedback, and explains the way that the learning is structured. Concludes that the training was very successful, achieving major improvements in the way that the hearings were handled.

Subject(s): TRAINING TECHNIQUES, CUSTOMER ORIENTATION, EFFECTIVENESS, ROLE PLAY, FEEDBACK, EUROPEAN PATENT OFFICE, PUBLIC SECTOR, EUROPE
Database: PTA: Personnel & Training Abstracts
Style: Theoretical with application in practice, Case study. Reference: 27AJ263

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