I need a 2000-2500 word paper on the Training program
2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 1 /1 3 S u m mary W e b ega n t h is c h ap te r b y d is c u ssin g t h e i m porta n ce o f a c o m pre h en siv e e v a lu atio n . W e e n d i t b y s u ggestin g t h at a c o m pre h en siv e e v a lu atio n i s n ot a lw ay s n ece ssa ry . U nders ta n din g w hat t o c o n sid er b efo re e v a lu atin g m ak es s u ch d ecis io n s m ore l o gic a l a n d u se fu l. E va lu atio n c a n b e c o m ple x a n d, i n m an y c a se s, c o stly . F o r t h is r e a so n , w e s u ggeste d t h ro u gh ou t t h is c h ap te r t h at e v a lu atio n i s u se fu l a n d i m porta n t, b u t n ot n ece ssa ry a t a ll l e v e ls a ll t h e t im e. F u rth erm ore , g o od d ete ctiv e w ork c a n , i n s o m e c a se s, r e p la ce c o m ple x d esig n s i n a sse ssin g t h e v a li d it y o f e v a lu atio n . D ecid in g w hat t r a in in g s h ou ld b e e v a lu ate d , a n d a t w hat l e v e ls , w ill b e e a sie r i f t h e o rg a n iz a tio n i s p ro activ e . B y e xa m in in g t h e s tr a te g ic p la n , i t i s p ossib le t o i d en tif y t h ose a re a s o f t r a in in g t h at r e q u ir e e v a lu atio n a n d t h e e x te n t t o w hic h e v a lu atin g i s n ece ssa ry . W it h ou t s u ch d ir e ctio n , t h e t r a in in g d ep artm en t w ill n eed t o i d en tif y i t s m is sio n a n d g o als a s b est i t c a n a n d w ork f r o m t h ere t o d ete rm in e t h e t r a in in g t h at n eed s t o b e e v a lu ate d . E ve n f o r a l a rg e o rg a n iz a tio n , i t i s s im ply n ot p ra ctic a l t o e v a lu ate e v e ry th in g. A ll o rg a n iz a tio n s n eed t o d ete rm in e w hat t r a in in g t h ey w an t t o e v a lu ate a n d h ow t h ey w ill d o s o . ( h ttp :/ /co n te n t.t h u ze le a rn in g.c o m /b ooks/ A U BU S6 80.1 6.1 /se ctio n s/ i1 33# ch 0 9sid eb ar0 5) T he T ra in in g P ro gra m ( F a b ric s, I n c.) W e a re n ow r e a d y t o e xa m in e t h e e v a lu atio n p hase o f t h e F ab ric s, I n c., t r a in in g. W e p re se n te d t h e t r a in in g, a n d i t i s t im e t o d o t h e e v a lu atio n . I n t h e d esig n p hase o f t h e t r a in in g p ro ce ss, o n e o f t h e o u tc o m es w as d ev e lo p m en t o f e v a lu atio n o b je ctiv e s. A lt h ou gh w e d ev e lo p ed a n d i m ple m en te d t h e t r a in in g, i t i s c rit ic a l t o r e m em ber t h at d ev e lo p in g t h e t o ols f o r e v a lu atio n n eed s t o b e d on e c o n cu rre n tly w it h d ev e lo p in g t h e t r a in in g, n ot a ft e r i t . E xa m in atio n o f t h e o u tp ut o f t h e e v a lu atio n p hase o f t r a in in g i n dic a te d t w o t y p es o f e v a lu atio n : p ro ce ss a n d o u tc o m e. T he p ro ce ss e v a lu atio n w ill c o n sis t o f t h e t r a in er, d urin g t r a in in g, d ocu m en tin g w hat s h e c o ve re d i n e a ch m od ule a n d t h e t im e s p en t o n i t . T hese r e su lt s w ill t h en b e c o m pare d w it h w hat w as e x p ecte d t o b e c o ve re d i n e a ch m od ule a n d t h e t im e s p en t. F o r t h e o u tc o m e e v a lu atio n , f o u r t y p es a re i d en tiﻐ ie d . T he r e a ctio n q u estio n nair e f o r t r a in ers w ill m od el t h e o n e t h at w as p re se n te d i n T ab le 9 ‑4 ( h ttp :/ /co n te n t.t h u ze le a rn in g.c o m /b ook s/ A U BU S6 80.1 6.1 /se ctio n s/ i1 31# ch 09ta b le 0 4) o f t h e t e x t. F o r t h e t r a in in g i t s e lf , t h e r e a ctio n q u estio n nair e i s s h ow n n ex t i n “ F ab ric s R ea ctio n 1 ”. F o r l e a rn in g, w e n eed t o r e v is it t h e l e a rn in g o b je ctiv e s t o d ete rm in e w hat i s r e q u ir e d . W e n eed a p ap er‑a n d‑p en cil t e st f o r m ea su rin g k n ow le d ge ( o b je ctiv e s 1 a n d 2 ) a n d t w o b eh av io ra l t e sts t o m ea su re a ctiv e l i s te n in g a n d c o n ﻐli c t r e so lu tio n s k ills ( o b je ctiv e s 3 a n d 4 ). M ore s p eciﻐ ic a lly , t h e ﻐ ir s t t w o l e a rn in g o b je ctiv e s ( a n d t h e o th ers r e la te d t o t h e t r a in in g b u t n ot d ev e lo p ed h ere ) a re a cco m mod ate d u sin g t h e p ap er‑a n d‑p en cil t e st. T he c o n te n t o f t h is t e st i s p artia lly r e p re se n te d i n “ F ab ric s P ap er‑a n d‑P en cil T est” o n t h e n ex t p ag e. B ut ﻐ ir s t l e t’s l o ok a t t h e k n ow le d ge o b je ctiv e s. 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 2 /1 3 F a b ric s R ea ctio n 1 U sin g t h e s c a le t h at f o llo w s, e v a lu ate t h e t r a in in g b y c ir c li n g t h e a p pro p ria te n um ber t o t h e r ig h t o f t h e i t e m . 1 = S tr o n gly d is a g re e 2 = D is a g re e 3 = N eit h er a g re e n or d is a g re e 4 = A gre e 5 = S tr o n gly a g re e A ctiv e L is te n in g S k ills T he t r a in in g m et t h e s ta te d o b je ctiv e s. 1 2 3 4 5 T he i n fo rm atio n p ro vid ed w as e n ou gh f o r m e t o u n ders ta n d t h e c o n ce p ts b ein g t a u gh t. 1 2 3 4 5 T he p ra ctic e s e ssio n s p ro vid ed w ere s u fﻐic ie n t t o g iv e m e a n i d ea o f h ow t o p erfo rm t h e s k ill. 1 2 3 4 5 T he f e ed back p ro vid ed w as u se fu l i n h elp in g m e u n ders ta n d h ow t o i m pro ve . 1 2 3 4 5 T he k n ow le d ge a n d s k ills i n t h is s e ssio n w ere o f v a lu e f o r m y j o b . 1 2 3 4 5 C ir c le t h e r e sp on se t h at r e ﻐle cts y o u r f e eli n gs a b ou t t h e p ace o f t h e s e ssio n j u st c o m ple te d . 1 . W ay t o o f a st 2 . A b it f a st 3 . J u st r ig h t 4 . A b it s lo w 5 . W ay t o o s lo w W hat d id y o u l i k e b est a b ou t t h is p art o f t h e t r a in in g? W hat w ou ld y o u c h an ge? C om men ts : 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 3 /1 3 N ote : A s im ila r s c a le w ou ld b e u se d f o r e a ch o f t h e o th er c o m pon en ts o f t r a in in g t h at w ere t a u gh t.
T he t r a in ee w ill, w it h n o e rro rs , p re se n t i n w rit in g t h e f o u r t y p es o f a ctiv e l i s te n in g, a lo n g w it h e xa m ple s o f e a ch o f t h e t y p es, w it h ou t u sin g r e fe re n ce m ate ria ls . T he t r a in ee w ill, w it h 1 00 p erc e n t a ccu ra cy, p ro vid e i n w rit in g e a ch s te p o f t h e c o n ﻐli c t r e so lu tio n m od el, a lo n g w it h a r e le v a n t e xa m ple , w it h ou t h elp f r o m a n y r e fe re n ce m ate ria l. A ft e r w atc h in g a r o le ‑p la y o f a n a n gry p ers o n a n d a n e m plo ye e u sin g t h e c o n ﻐli c t r e so lu tio n m od el, t h e t r a in ee w ill, w it h ou t u sin g r e fe re n ce m ate ria ls , i m med ia te ly p ro vid e f e ed back a s t o t h e e ffe ctiv e n ess o f t h e p ers o n u sin g t h e c o n ﻐli c t r e so lu tio n m od el. T he t r a in ee m ust i d en tif y f o u r o f t h e s ix e rro rs . F a b ric s P ap er‑a n d‑P en cil T est E va lu atio n o f L ea rn in g N o s p eciﻐ ic t im e l i m it i s s e t f o r t h is t e st, b u t y o u s h ou ld b e a b le t o ﻐ in is h i n a b ou t o n e h ou r. A nsw ers t o t h e q u estio n s s h ou ld b e w rit te n i n t h e b ookle t p ro vid ed . P le a se r e a d e a ch q u estio n c a re fu lly . S o m e o f t h e q u estio n s c o n ta in m ore t h an o n e p art. 1 . L is t f o u r t y p es o f a ctiv e l i s te n in g, a n d p ro vid e a n e xa m ple f o r e a ch . 2 . L is t t h e s te p s i n t h e c o n ﻐli c t r e so lu tio n m od el. A ft e r e a ch s te p , p ro vid e a r e le v a n t e xa m ple o f a p hra se t h at c o u ld b e u se d t o r e p re se n t t h at s te p . A nd s o f o rth f o r a s m an y q u estio n s a s n eed ed . T he n ex t o b je ctiv e i s p artly r e la te d t o s k ill d ev e lo p m en t. F o llo w in g a re a n um ber o f s ta n dard iz e d s c e n ario s a n d g u id eli n es t o e v a lu ate t h em . “ F ab ric s S ce n ario : A ctiv e L is te n in g” i s a n e xa m ple . B ut ﻐ ir s t, h ere i s t h e o b je ctiv e . W hen , i n a r o le ‑p la y, t h e t r a in ee i s p re se n te d w it h a n a n gry c o m men t, t h e t r a in ee w ill r e sp on d i m med ia te ly u sin g o n e o f t h e a p pro p ria te a ctiv e l i s te n in g t y p es. T he t r a in ee w ill t h en e x p la in o ra lly t h e t e ch n iq u e u se d a n d w hy, w it h n o h elp f r o m r e fe re n ce m ate ria l. T he t r a in ee w ill b e p re se n te d w it h ﻐ iv e o f t h ese s it u atio n s a n d b e e x p ecte d t o c o rre ctly r e sp on d a n d e x p la in a m in im um o f f o u r t e ch n iq u es. 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 4 /1 3 F a b ric s S ce n ario : A ctiv e L is te n in g T his i s r e a d t o t h e t r a in ee: T he f o llo w in g s e t o f s c e n ario s i s d esig n ed t o d ete rm in e h ow w ell y o u , t h e t r a in ee, h av e l e a rn ed t h e a ctiv e l i s te n in g s k ills . T here a re t h re e r o le s h ere : i n it ia to r, a ctiv e l i s te n er ( y o u , t h e t r a in ee), a n d e v a lu ato r. T he i n it ia to r i s a n on tr a in ee w ho s p ea k s a c o n ﻐli c t‑p ro vo kin g s ta te m en t t o y o u ( th e a ctiv e l i s te n er). Y o u , t h e t r a in ee, l i s te n t o t h e s ta te m en t, a n d t h en r e sp on d u sin g a ctiv e l i s te n in g s k ills . T he e v a lu ato r, w ho i s t r a in ed i n e v a lu atin g a ctiv e l i s te n in g, l i s te n s t o y o u r r e sp on se a n d e v a lu ate s i t b ase d o n t h e u se o f e ffe ctiv e a ctiv e l i s te n in g s k ills . N ote : T he f o llo w in g f o rm s ( in it ia to r’s r o le , a ctiv e l i s te n er’s r o le , e v a lu ato r’s r o le ) a re g iv e n t o t h e r e sp ectiv e p eo p le , w it h t h e a ctiv e l i s te n er’s r o le b ein g g iv e n t o y o u , t h e t r a in ee. T he n ex t s h eet i s f o r t h e p ers o n p la y in g t h e i n it ia to r. I n it ia to r’s R ole ( T he i n it ia to r i s t o b e p la y e d b y t h e s a m e a cto r f o r a ll t r a in ees.) I n str u ctio n s f o r t h e I n it ia to r B eg in nin g w it h s c e n ario 1 , r e a d t h e s e n te n ce d esc rib in g t h e s c e n ario c a re fu lly ; w ait u n til t h e t r a in ee i s r e a d y, a n d t h en r e a d t h e c o m men t i n b old n ex t t o t h e S ce n ario i n a n a n gry m an ner. W ait u n til y o u a re t o ld b y t h e e v a lu ato r t o m ove t o t h e n ex t s c e n ario a n d f o llo w t h e i n str u ctio n s a b ove . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 5 /1 3 T est S ce n ario 1 Y o u w ere j u st a sk ed b y y o u r s u p erv is o r ( th e t r a in ee) t o s e rv e o n t h e s a m e c o m mit te e a ga in . Y o u a re a n gry t h at t h ey a lw ay s a sk y o u . Y o u s ta rt. S ay a n grily : “ O H , N O Y O U D ON’T . I ’V E B EEN O N T H AT C O M MIT TEE T H REE Y EA RS I N A R O W A N D I T T A K ES U P T O O M UCH T IM E!” T est S ce n ario 2 Y o u r s u p erv is o r j u st t a lk ed t o y o u a b ou t f o llo w in g p ro ce d ure s. Y o u t h in k, W hy m e? A ft e r a ll, n o o n e f o llo w s p ro ce d ure s.
Y o u s ta rt. S ay a n grily : “ W HY A R E Y O U P IC K IN G O N M E A LL T H E T IM E? I ’M N OT T H E O NLY O NE W HO D OESN ’T F O LLO W T H ESE S T U PID P R O CE D URES!” T est S ce n ario 3 Y o u w ere j u st a sk ed b y y o u r s u p erv is o r f o r a s e co n d t im e t o d ay w heth er y o u w ill b e a tte n din g t h e w eek ly m eetin g. Y o u s a y a n grily : “ I A LR EA D Y T O LD Y O U, I C A N ’T A T TEN D T H E W EEK LY M EET IN G B EC A U SE I H AV E T O C O M PLE T E T H E S T A FF R EP O RT S F O R T O M ORRO W !” A nd s o f o rth ( fo r a t o ta l o f 5 ). T he n ex t s h eet i s f o r t h e t r a in ee. T ra in ee’s ( A ctiv e L is te n er) R ole 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 6 /1 3 I n str u ctio n s f o r t h e t r a in ee: T his t e st w ill r e q u ir e y o u t o r e sp on d t o ﻐ iv e d if fe re n t s h ort s c e n ario s i n w hic h y o u a re a s u p erv is o r a n d y o u s a y s o m eth in g t o a s u bord in ate t h at e li c it s a n a n gry r e sp on se . Y o u w ill b e e x p ecte d t o r e sp on d u sin g t h e s k ills o f a ctiv e l i s te n in g. T he d esc rip tio n o f e a ch o f t h e s c e n ario s p ro vid es w hat y o u i n it ia lly s a id t o t h e s u bord in ate . W hen y o u a re r e a d y f o r e a ch o f t h e s c e n ario s t o b eg in , n od y o u r h ea d t o t h e i n it ia to r. A t t h at t im e, t h e i n it ia to r w ill s a y s o m eth in g. Y o u n eed t o r e sp on d t o t h e c o m men t, a n d w hen c o m ple te , e x p la in t o t h e e v a lu ato r t h e r a tio n ale f o r y o u r r e sp on se . S ce n ario 1 Y o u a sk ed a s u bord in ate t o c o n tin ue w ork in g o n a p artic u la r c o m mit te e f o r a n oth er y e a r. L is te n ; t h en r e sp on d u sin g a ctiv e l i s te n in g. N od y o u r h ea d w hen r e a d y. .
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. S ce n ario 2 Y o u j u st t a lk ed t o a s u bord in ate r e ga rd in g t h e i m porta n ce o f f o llo w in g p ro ce d ure s. L is te n ; t h en r e sp on d u sin g a ctiv e l i s te n in g. N od y o u r h ea d w hen r e a d y. .
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. S ce n ario 3 T o d ay i s t h e d ay o f y o u r w eek ly m eetin g. Y o u a sk ed i f y o u r s u bord in ate w ou ld b e a tte n din g t h e m eetin g; t h e a n sw er w as n o. I t i s n ow t im e f o r t h e m eetin g a n d y o u c a ll o n ce m ore t o c h eck t o s e e w heth er t h e s u bord in ate c a n m ak e t h e m eetin g. L is te n ; t h en r e sp on d u sin g a ctiv e l i s te n in g. N od y o u r h ea d w hen r e a d y. .
.
. A nd s o f o rth ( fo r a t o ta l o f 5 ). T he n ex t s h eet i s f o r t h e e v a lu ato r. E va lu ato r’s R ole I n str u ctio n s t o e v a lu ato r f o r s c o rin g t r a in ee r e sp on se s: T ra in ee f a ils t h e s c e n ario i f t h e r e sp on se i s f o cu se d o n t h e i s su e i n ste a d o f r e ﻐle ctin g w hat t h e i n it ia to r s a y s. F o r e xa m ple , a p oor ( fa il) r e sp on se t o t h e ﻐ ir s t s c e n ario w ou ld b e s o m eth in g w here t h e t r a in ee r e sp on ds t o t h e c o n ce rn b y d ea li n g w it h t h e i s su e “ B ut y o u a re m y b est p erso n f o r t h e j o b ” o r “ Y o u h ave t o d o i t ; I h ave n o o n e e ls e ” o r “ L o ok , I a m a sk in g y o u a s a f a vo r t o m e.” A ppro p ria te r e sp on se s r e ﻐle ct w hat t h e p ers o n i s s a y in g, a s i n t h e ﻐ ir s t s c e n ario : “ S o , y o u ’r e s a y in g t h at b ein g o n t h e c o m mit te e i n te rfe re s w it h y o u r d oin g y o u r j o b ” o r “ Y o u f e el y o u h ave d on e y o u r s h are r e ga rd in g w ork c o m mit te e.” I t i s a ls o i m porta n t t h at t h e r e sp on se d oes n ot s o u n d l i k e a m im ic o f w hat t h e p ers o n s a id . A lt h ou gh a t t h is t im e w e d o n ot e x p ect p erfe ctio n r e ga rd in g r e sp on se s, t h e r e sp on se s 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 7 /1 3 m ust, a t a m in im um , s o u n d s in ce re . R efe r t o t h e t a p e r e co rd in gs p ro vid ed t o u n ders ta n d t h e d if fe re n ce b etw een w hat w e c o n sid er m im ic k in g a n d a cce p ta b le . F o r e a ch o f t h e ﻐ iv e s c e n ario s, t h ere i s a n e xa m ple o f a p oor ( fa il) r e sp on se a n d a n a cce p ta b le r e sp on se . W hen t h e t r a in ee e x p la in s h is o r h er r e sp on se , w e e x p ect t h e t r a in ee t o b e a b le t o i d en tif y t h e t y p e o f a ctiv e l i s te n in g r e sp on se u se d ( p ara p hra sin g, d eco d e a n d f e ed back , s u m mariz in g) a n d w hy i t w as c h ose n . A nsw ers t o w hy i t w as c h ose n a re i n te n ded t o s h ow t h at t h ey u n ders ta n d t h e d if fe re n t m eth od s, a n d t h u s a n y a n sw er t h at d oes t h is i s a cce p ta b le .
S ce n ario 1 T he s u p erv is o r ( tr a in ee b ein g t e ste d ) a sk ed t h e s u bord in ate t o c o n tin ue w ork in g o n a p artic u la r c o m mit te e f o r a n oth er y e a r, a n d t h e s u bord in ate r e sp on ds. L is te n t o t h e s u p erv is o r’s r e sp on se a n d g ra d e a cco rd in g t o g u id eli n es. U nacce p ta b le r e sp on se : “ I a m w illi n g t o t a lk a b ou t r e d ucin g t h e w ork y o u h ave t o d o i f y o u w ill b e o n i t .” A cce p ta b le r e sp on se : “ Y o u d on ’t w an t t o b e o n t h at c o m mit te e a ga in b eca u se i t i n te rfe re s w it h y o u r w ork a n d y o u f e el y o u h ave d on e y o u r s h are .” S ce n ario 2 T he s u p erv is o r ( tr a in ee b ein g t e ste d ) j u st t a lk ed t o a s u bord in ate r e ga rd in g t h e i m porta n ce o f f o llo w in g p ro ce d ure s, a n d t h e s u bord in ate r e sp on ds. L is te n t o t h e s u p erv is o r’s r e sp on se a n d g ra d e a cco rd in g t o g u id eli n es. U nacce p ta b le r e sp on se : “ Y o u a re n ot t h e o n ly o n e I h ave t a lk ed t o a b ou t t h is .” A cce p ta b le r e sp on se : “ Y o u b eli e ve t h at y o u ’r e t h e o n ly o n e t h at i a m s in gli n g o u t f o r n ot f o llo w in g p ro ce d ure s.” S ce n ario 3 T he s u p erv is o r ( tr a in ee b ein g t e ste d ) c a lle d ﻐ ir s t t h in g i n t h e m orn in g a n d a sk ed t h e s u bord in ate i f s h e w ou ld b e a tte n din g t h e w eek ly m eetin g; t h e s u bord in ate s a id , “ N o, I ’m b u sy.” T he s u p erv is o r j u st c a lle d a ga in a t m eetin g t im e t o c h eck t o s e e w heth er t h e s u bord in ate c o u ld m ak e t h e m eetin g, a n d t h e s u bord in ate r e sp on ds. L is te n t o t h e s u p erv is o r’s r e sp on se a n d g ra d e. 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 8 /1 3 U nacce p ta b le r e sp on se : “ T he m eetin g w ill o n ly b e a n h ou r.” A cce p ta b le r e sp on se : “ Y o u ’r e n ot a b le t o a tte n d t h e m eetin g b eca u se y o u a re c o m ple tin g s ta ff r e p orts t h at a re d ue t o m orro w .” A nd s o f o rth ( fo r a t o ta l o f 5 ). N ote t h at w e d o n ot p ro vid e t h e t e st f o r d ete rm in in g t h e k n ow le d ge p art o f t h is o b je ctiv e , w here t h e t r a in ee i s a sk ed t o e x p la in h is o r h er r e sp on se o ra lly . T he n ex t o b je ctiv e i s s k ill r e la te d a n d h as t o d o w it h c o n ﻐli c t r e so lu tio n . S ee “ F ab ric s R ole ‑P la y C on ﻐli c t R eso lu tio n” f o r a n e xa m ple o f t h is . T he o b je ctiv e i s : “ In a r o le ‑p la y o f a n a n gry e m plo ye e, t h e t r a in ee w ill c a lm t h e p ers o n u sin g t h e s te p s i n t h e c o n ﻐli c t r e so lu tio n m od el, w it h h elp f r o m a p oste r t h at l i s ts t h e s te p s.” F a b ric s R ole ‑P la y C o n 瀀li c t R eso lu tio n R ea d t h e f o llo w in g t o t h e t r a in ee: T he f o llo w in g r o le ‑p la y i s d esig n ed t o d ete rm in e h ow w ell y o u , t h e t r a in ee, h av e l e a rn ed t h e c o n ﻐli c t r e so lu tio n s k ills . T here a re t h re e r o le s h ere : i n it ia to r, a ctiv e l i s te n er ( y o u , t h e t r a in ee), a n d e v a lu ato r. T he i n it ia to r i s a n on tr a in ee w ho s ta rts o ff v e ry a n gry a t s o m eth in g y o u d id . Y o u l i s te n t o w hat i s s a id a n d r e sp on d u sin g t h e c o n ﻐli c t r e so lu tio n m od el. T he e v a lu ato r, w ho i s t r a in ed i n e v a lu atin g e ffe ctiv e c o n ﻐli c t r e so lu tio n , l i s te n s t o y o u r r e sp on se a n d e v a lu ate s i t b ase d o n y o u r e ffe ctiv e n ess. T he f o llo w in g f o rm s ( in it ia to r’s r o le , a ctiv e l i s te n er’s r o le , e v a lu ato r’s r o le ) a re g iv e n t o t h e r e sp ectiv e p eo p le , w it h t h e a ctiv e l i s te n er’s r o le b ein g g iv e n t o y o u , t h e t r a in ee. T he n ex t s h eet i s f o r t h e p ers o n p la y in g t h e i n it ia to r. I n it ia to r’s R ole ( T he i n it ia to r i s t o b e p la y e d b y t h e s a m e a cto r f o r a ll t r a in ees.) I n str u ctio n s f o r t h e I n it ia to r R ea d t h e r o le a c o u p le o f t im es a n d g et i n t h e m ood s u ggeste d . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 9 /1 3 B e s u re y o u u n ders ta n d t h e i s su es, s o y o u c a n p re se n t t h em w it h ou t r e fe rrin g t o t h e r o le .
O nce i n to t h e r o le , a llo w y o u r o w n f e eli n gs t o t a k e o ve r; i f w hat t h e s u p erv is o r i s s a y in g m ak es y o u l e ss a n gry , t h en a ct t h at w ay, a n d v ic e v e rs a . D o n ot r e fe r b ack t o t h e r o le a ft e r t h e r o le ‑p la y b eg in s; s im ply a ct t h e w ay y o u n orm ally w ou ld d o i n s u ch c ir c u m sta n ce s. B eg in t h e r o le ‑p la y b y p re se n tin g t h e p oin ts a t t h e e n d o f t h e r o le ‑p la y w it h a n ger. T o e li c it a n a sse rtiv e r e sp on se , i n te rru p t t h e t r a in ee a t l e a st o n ce a ft e r t h e t r a in ee b eg in s t o p re se n t h is o r h er p oin t o f v ie w . I f t h e t r a in ee a llo w s t h e i n te rru p tio n , i n te rru p t a ga in u n til t h e t r a in ee b eco m es a sse rtiv e a n d a sk s y o u n ot t o i n te rru p t ( m axim um o f f o u r i n te rru p tio n s). T he R ole o f t h e I n it ia to r Y o u r n am e i s P at. Y o u a re t h e l o n gest w ork in g m ach in is t i n t h e p la n t, w it h 2 5 y e a rs ’ s e rv ic e . Y o u t a u gh t m an y o f t h ose w ho a re p re se n tly t h ere , i n clu d in g m ost o f t h ose w ho w ere m ad e s u p erv is o r r e ce n tly . T he c o m pan y h as b een b u sy f o r t h e l a st n um ber o f y e a rs , a n d y o u h av e b een c a lle d u p on m an y t im es t o p ro vid e t h e e x tr a b oost t o g et s o m e p ro je cts o u t. Y o u w ork ed h ard a ll y o u r l i f e a n d a re s ta rtin g t o f e el i t i n y o u r b on es. T he w ork i s g ettin g h ard er a n d h ard er t o c o m ple te , e sp ecia lly w it h t h e o ld er l a th es. W it h o n ly t h re e y e a rs t o r e tir e m en t, y o u a re w is h in g y o u c o u ld a ffo rd t o r e tir e n ow . Y o u a re r e a lly w orn o u t, t h at i s , u n til y o u h ea r t h e n ew s t h at t h e c o m pan y j u st p urc h ase d o n e o f t h ose n ew c o m pute r‑o p era te d l a th es. Y o u f e el c o n ﻐid en t t h at o n ce y o u g et t o u se t h e n ew m ach in e y o u w ill b e r e ju ve n ate d . I n f a ct, t h e t h ou gh t o f g ettin g t o w ork o n o n e o f t h ese n ew m ach in es g iv e s y o u g o ose b u m ps. Y o u h av e n ot f e lt t h is e xcit e d i n y e a rs . A ctu ally , t h e t h ou gh t o f g o in g b ack t o s c h ool t o l e a rn a b ou t i t i s t h e m ost e xcit in g t h in g, a s i t i s m ak in g y o u f e el y o u n g a ga in . Y o u a re s o rry t h at y o u m is se d t o d ay ’s m eetin g a t w hic h t h ey w ere g o in g t o t a lk a b ou t t h e n ew e q u ip m en t, b u t y o u r c a r w ou ld n ot s ta rt. “ H ey, d id y o u h ea r t h e n ew s?” y o u r f r ie n d B ill c a lle d o u t. “ I d on’t t h in k s o , w hat i s i t ? ” y o u r e p li e d . “ T hey j u st a n nou n ce d t h at F re d i s g o in g f o r t r a in in g o n t h e n ew c o m pute r‑ o p era te d l a th e. I g u ess h e w ill b e t h e o n e o p era tin g i t .” “ A re y o u s u re ?” y o u a sk . “ Y e p , i t w as a n nou n ce d a t t h e c ir c le m eetin g t h is m orn in g. H e w as s e le cte d t o o p era te i t a n d w ill b e g o in g f o r a t w o‑w eek t r a in in g c o u rs e n ex t w eek .” Y o u a re f u rio u s. F re d w as o n ly j u st h ir e d a n d i s j u st a k id . Y o u d ese rv e ﻐ ir s t c ra ck a t t h e n ew m ach in e, g iv e n y o u r l o ya l s e rv ic e . W ell, t h at i s i t . Y o u r s u p erv is o r ( th e y o u n g g u y y o u t a u gh t h ow t o r u n a l a th e b efo re h e g o t p ro m ote d ) n ev e r d id g et 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 1 0/1 3 a lo n g w it h y o u , a n d n ow t h is . W ell, y o u a re n ot g o in g t o t a k e i t . Y o u w alk i n to t h e s u p erv is o r’s o fﻐic e a n d i n a l o u d v o ic e s ta rt o ff b y s a y in g: “ W hat d o y o u t h in k y o u a re d oin g? H ow c a n y o u g iv e t h e n ew l a th e t o F re d , a ft e r a ll t h e y e a rs I h av e b een h ere ? T his i s n ot f a ir a n d I a m n ot g o in g t o s it s till f o r i t .” B e s u re t o c o n tin ue t h e a n ger a n d b rin g u p a ll t h e p oin ts m en tio n ed i n t h e r o le ‑ p la y. G o o ve r t h em a ga in a n d a ga in u n til t h e t r a in ee c a lm s y o u d ow n. T he n ex t s h eet i s f o r t h e t r a in ee. T ra in ee’s R ole I n str u ctio n s f o r t h e T ra in ee R ea d y o u r r o le a f e w t im es a n d b e s u re y o u u n ders ta n d t h e i s su es, s o y o u c a n p re se n t t h em w it h ou t r e fe rrin g t o t h e r o le . D o n ot r e fe r b ack t o t h e r o le a ft e r t h e r o le ‑p la y b eg in s, b u t y o u c a n j o t d ow n a f e w p oin ts f o r r e fe re n ce . U se t h e c o n ﻐli c t r e so lu tio n m od el t o d ea l w it h t h e i s su e. N od a t t h e i n it ia to r w hen y o u w is h t o b eg in . T he R ole f o r t h e T ra in ee Y o u a re t h e s u p erv is o r o f a m an ufa ctu rin g ﻐ ir m a n d h av e a b ou t 1 0 s u bord in ate s. T hey a re a ll l a th e o p era to rs , a n d y o u w ere a ls o o n e u n til y o u r e ce n tly g o t p ro m ote d . Y o u r s u bord in ate s a re a ll g o od p eo p le , a n d w it h t h e e xce p tio n o f P at, w ho h as b een h ere f o r 2 5 y e a rs a n d i s a f e w y e a rs a w ay f r o m r e tir e m en t, a ll a re f a ir ly y o u n g a n d h av e a t m ost 1 0 y e a rs ’ s e rv ic e . P at i s a g re a t m ach in is t a n d k n ow s m ore t h an e v e ry o n e p ut t o geth er. H e t a u gh t y o u t h e j o b w hen y o u h ad j u st s ta rte d a n d, a lt h ou gh y o u n ev e r r e a lly h it i t o ff w it h h im , y o u d o r e sp ect h is a b ili t y . Y o u a re p re tty e xcit e d t h ese l a st f e w d ay s, b eca u se t h e c o m pan y j u st p urc h ase d a n ew c o m pute r‑o p era te d l a th e. I t i s y o u r u n ders ta n din g t h at y o u w ill b e g ettin g a n ew l a th e e a ch y e a r u n til a ll a re r e p la ce d . Y o u a re m ovin g i n to t h e n ew a g e. C hoosin g o n ly o n e o f y o u r m ach in is ts t o g o t o t r a in in g a n d b e t h e ﻐ ir s t o n e o n t h e n ew m ach in e w as a d if ﻐic u lt d ecis io n . A ll w ere l i k ely c a n did ate s, w it h t h e e xce p tio n o f P at, w ho w as t o o o ld t o l e a rn t h e n ew m ach in e— co m pute r s tu ff a n d a ll. F u rth erm ore , w hy t r a in P at o n a n ew m ach in e w hen h e w ill o n ly b e h ere a s h ort t im e? I t m ak es m ore s e n se t o t r a in t h ose w ho w ill b e a b le t o u se t h e n ew s k ills f o r t h e l o n gest t im e. A nyw ay, P at r e a lly k n ow s h ow t o o p era te t h e o ld er 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 1 1 /1 3 m ach in e b ette r t h an a n yo n e, s o w hy m ove h im ? F in ally , y o u c a m e u p w it h t h e p erfe ct s o lu tio n . T he n ew g u y, F re d , h as n ot b een t r a in ed o n a n y m ach in e y e t, s o t r a in in g h im o n t h e n ew l a th e w ou ld m ea n t h at n o o n e e ls e n eed ed t r a in in g f o r t h e t im e b ein g. P uttin g a n yo n e e ls e o n t h e n ew m ach in e w ou ld m ea n t r a in in g F re d o n t h e o ld m ach in e, t h en w hen t h ey a re p hase d o u t, r e tr a in in g h im o n t h e c o m pute r‑ o p era te d l a th e. S o y o u a n nou n ce d i t t o d ay a t y o u r c ir c le m eetin g. E ve ry o n e w as p re tty q u ie t, b u t t h ey w ill g et o ve r i t . T o o b ad P at w asn ’t t h ere . W on der i f h e i s s ic k ? T he n ex t s h eet i s f o r t h e e v a lu ato r. E va lu ato r’s R ole I n str u ctio n s f o r t h e E va lu ato r T he t r a in ee f a ils t h e s c e n ario i f t h e i n it ia l r e sp on se i s f o cu se d o n t h e i s su e i n ste a d o f r e ﻐle ctin g w hat t h e i n it ia to r s a y s. F o r e xa m ple , a p oor ( fa il) r e sp on se w ou ld b e i f t h e ﻐ ir s t c o m men t t o P at w as “ I d id n ot t h in k y o u w an te d i t ” o r “ It i s p ro b ab ly t o o c o m pli c a te d f o r y o u ” o r “ W e v a lu e y o u r c o n tr ib u tio n ” o r “ Y o u ’r e t h e b est w e’v e g o t o n t h e o ld m ach in e, a n d w e n eed y o u t h ere .” K ey s t o s u cce ssfu lly p assin g t h is e xe rc is e a re t o a ctiv e ly l i s te n t o P at ( u sin g t h e a ctiv e l i s te n in g s k ills ) a n d q u estio n t o o b ta in a s m uch i n fo rm atio n a s p ossib le b efo re d ea li n g w it h t h e i s su e. T o b e s u cce ssfu l, i t i s e x p ecte d t h at t h e t r a in ee w ill u se a ctiv e l i s te n in g a n d q u estio n s a t l e a st f o u r t o s ix t im es ( p re fe ra b ly m ore ) b efo re m ovin g t o t h e t r a in ee’s p oin t o f v ie w . T he k ey i s t o n ote h ow m uch t h e i n it ia to r h as c a lm ed d ow n. B e s u re t h e t r a in ee i n dic a te s r e sp ect ( m ust h av e a t l e a st o n e p hra se s u ch a s “ I c a n a p pre cia te w hy y o u f e el y o u s h ou ld h ave t h e o p portu n it y t o r e ce iv e t h e t r a in in g. I t m ak es s e n se t h at y o u b eli e ve a ft e r s u ch l o n g a n d l o ya l s e rv ic e y o u s h ou ld r e ce iv e s o m e r e w ard ”) . B e a sse rtiv e , n ot a g gre ssiv e , i f n ece ssa ry t o p re se n t p oin ts . W hen i n te rru p te d , t h e t r a in ee m ust u se t h e p ro p er a sse rtiv e r e sp on se t o i n hib it i n te rru p tio n s. T he t r a in ee i s g iv e n f o u r o p portu n it ie s t o b e a sse rtiv e , s in ce t h e r o le r e q u ir e s i n te rru p tio n s u n til a n a sse rtiv e r e sp on se i s g iv e n ( u p t o f o u r). N ote h ow t h at i n te rru p tio n i s h an dle d ; t h e t r a in ee n eed s t o b e a sse rtiv e ( fo r e xa m ple , “ I h ave c a re fu lly l i s te n ed t o e ve ry th in g y o u h ave h ad t o s a y ; I t h in k i t o n ly f a ir t h at n ow y o u g iv e m e a c h an ce t o r e sp on d, o k ay ? ” ) . 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 1 2/1 3 P ro vid e t h e s u p erv is o r’s p oin ts a s “ p oin t o f v ie w ,” n ot c o rre ct p oin t o f v ie w . T he r o le ‑p la y w ill b eg in w it h t h e i n it ia to r b ein g a n gry . R esp on se c a n b e a s u m mary o f t h ese p oin ts , p ara p hra se o f o n e o f t h em , o r d eco d e a n d f e ed back r e ga rd in g e m otio n e x p re sse d , b u t n ot a n yth in g d ea li n g w it h t h e s p eciﻐ ic i s su e. U se t h e f o llo w in g f o rm t o a ssis t i n t h e e v a lu atio n o f t h e t r a in ee. E va lu ato r R ep ort F o rm P ut a m ark n ex t t o e a ch o f t h e r e sp on se s i n t e rm s o f t h eir t y p e. T ry t o j o t d ow n t h e w ord s u se d i n s o m e o f t h e c a se s t o e n ab le y o u t o p ro vid e s p eciﻐ ic f e ed back . A ctiv e L is te n in g N on ve rb al b eh av io r S ay m ore r e sp on se s P ara p hra se D eco d e a n d f e ed back S u m mariz e I n dic a te R esp ect U se o f a ctiv e l i s te n in g Q uestio n in g S h ow a cce p ta n ce o f o th er’s p oin t o f v ie w B e A sse rtiv e N eed s t o b e p hra se d i n t e rm s o f Y O UR P O IN T O F V IE W M y p erc e p tio n i s .
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a n d s o f o rth . P ro vid e I n fo rm atio n U se c o lla b ora tio n ( p ro b le m s o lv in g) o r c o m pro m is e ( n eg o tia te ). N ote : A lt h ou gh t h is r e sp on se i s a p art o f t h e c o n ﻐli c t r e so lu tio n m od el, i t i s n ot p art o f t h e l e a rn in g o b je ctiv e s f o r t h is t r a in in g; t h ere fo re , i t i s n ot e v a lu ate d i n t h is t r a in in g p ro gra m . Y o u w ill n ote t h at a s ta n dard iz e d s c o rin g k ey, e xa m ple s o f a cce p ta b le a n d u n acce p ta b le b eh av io r o f t h e t r a in ee, a n d a c h eck li s t f o r d if fe re n t r e sp on se s a re p ro vid ed f o r t h e 2 /6 /2 017 P rin t h ttp s://c o nte nt.a sh fo rd .e du/p rin t/A U BU S680.1 6.1 ?se ctio ns= i1 33& co nte nt= all& clie ntT o ke n= 5c1 03db20 50dd 753a d52fc e bc5 7e6353& np= i1 33 1 3/1 3 e v a lu ato r. T he a fo re m en tio n ed a re e v a lu atio n s r e la te d t o l e a rn in g, b u t w e s till n eed t o c o n sid er b eh av io r ( tr a n sfe r o f t r a in in g) a n d o rg a n iz a tio n al r e su lt s . T he o w ner i n t h e F ab ric s, I n c., c a se i s n ot i n te re ste d i n d oin g a n y o f t h is t y p e o f e v a lu atio n . R eca ll t h at w e i n dic a te d t h at a n e v a lu atio n u sin g e la b ora te d esig n s i s n ic e b u t s e ld om h ap pen s i n r e a li t y . T he o w ner i n t h e F ab ric s, I n c., c a se d oes n ot w an t u s t o a sse ss a n y t r a n sfe r o f b eh av io rs t o t h e j o b . H is a rg u m en t i s t h at h is p rim ary i n te re st i s i n g ettin g f e w er c o m pla in ts f r o m e m plo ye es a n d c u sto m ers . H e n ote s t h at i n a s m all o rg a n iz a tio n s u ch a s h is , t h ese c h an ges ( lo w erin g o f c o m pla in ts ) a re p ro of e n ou gh t h at t r a in in g w as s u cce ssfu l. W e a g re e, s o t h e e v a lu atio n w ill c o n sis t o f g a th erin g w eek ly a rc h iv a l i n fo rm atio n o n c o m pla in ts f r o m c u sto m ers a n d s u bord in ate s a s a b ase li n e ( g a th erin g i t f o r t w o m on th s p rio r t o t h e t r a in in g) a n d t r a ck in g i t f o r s ix m on th s a ft e r t r a in in g i s c o m ple te .