“Learn to be Still” by…
The Eagles
Copyrighted Material
Learning
Learning Objectives:
Understand the drivers of individual attitudes
and behaviors
Define learning and differentiate between key
learning theories
Reinforce the behavior of others
Provide feedback to enhance organizational
learning
Apply principles of self management and
experiential learning
Customer Service at Southwest
Airlines
Southwest Airlines provides
exceptional customer
service by paying attention
to the four drivers of
individual attitudes and
behaviors
What do we care about?
Role
Perceptions
Motivation
Individual
Attitudes and
Behavior
Ability
Situational
Factors
Employee Ability
Natural aptitudes and learned
capabilities required to successfully
complete a task
Intellectual and Physical
Person-job matching
select qualified people
develop employee abilities
through training
redesign job to fit person's
existing abilities
Employee Role Perceptions
Beliefs about what behavior is
required to achieve the desired results
Understanding what tasks to perform
Understanding relative importance of
tasks
Understanding preferred behaviors to
accomplish tasks
Situational Factors
Conditions beyond the
individual’s short-term control
that constrain or facilitate
behavior
Time
People
Budget
Work facilities
Types of Work-Related Behavior
Joining the
Organization
Exhibiting Remaining
Organizational Types of with the
Citizenship Work-Related Organization
Behavior
Performing Maintaining
Required Work
Tasks Attendance
Definition of Learning
A relatively permanent change in
behavior (or behavior tendency)
that occurs as a result of a
person’s interaction with the
environment.
Classical Conditioning:
A Dog’s Story
US+
Unconditioned CS
Conditioned
Stimulus (US) BELL
Stimulus (CS)
MEAT
BELL
Unconditioned
UR CR
Response (UR)
Salivate Salivate
Salivate
Behavior Modification
We “operate” on the environment
Alter behavior to maximize positive and
minimize adverse consequences.
Operant versus respondent behaviors
Law of effect
Likelihood that an operant behavior will be
repeated depends on its consequences
A-B-Cs of Behavior Modification
Antecedents Behavior Consequences
What happens What person What happens
before behavior says or does After behavior
Example
Employee Employee
Attendance
attends receives
bonus system
scheduled attendance
is announced
work bonus
Contingencies of Reinforcement
Consequence No Consequence
is Introduced Consequence is Removed
Behavior
Increases/ Positive Negative
Maintained reinforcement reinforcement
Behavior Punishment Extinction Punishment
Decreases
Schedules of Reinforcement
Behaviors
1 2 3 4 5 6 7 8 9
Continuous
Fixed ratio
Variable ratio
Time (Days)
1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Fixed interval
Variable interval
Behavior Mod at Nova Chemicals
Nova Chemicals’ million
dollar “recruitment and
retention program” cut
absenteeism rates by 25
percent and improved long-
term employment at its
Canadian construction site.
Behavior Modification Limitations
Can’t reinforce nonobservable behavior
Reinforcer tends to wear off
Variable ratio schedule is a form of
gambling
Ethical concerns about perceived
manipulation
Learning Through Feedback
Any information about consequences
of our behavior
Clarifies role perceptions
Corrective feedback improves ability
Positive feedback motivates future
behavior
Multi-Source (360 Degree)
Feedback
Supervisor
Project
Customer
leader
Co-worker
Evaluated Co-worker
Employee
Subordinate Subordinate
Subordinate
Giving Feedback Effectively
Specific
Relevant Effective Frequent
Feedback
Credible Timely
Motivating Asoks
Social Learning Theory
Behavioral modeling
Observing and modeling behavior of others
Learning behavior consequences
Observing consequences that others
experience
Self-reinforcement
Reinforcing our own behavior with
consequences within our control
Kolb’s Experiential Learning Model
Concrete
experience
Active Reflective
experimentation observation
Abstract
conceptualization
Monsters Inc.
Disney
Copyrighted Material
Monster Learning
What kind of learning do you see
here?
ClassicalConditioning
Operant Conditioning
Feedback
Social Learning
Experiential Learning
