Reference no: EM133182572

Susan works as supervisor for the claims and compliant department for a multinational company for 10 years. Some of her and the team's main responsibilities is to finish at least 15 claim applications in 4-5 hours. She is excellent at performing her duties and responsibilities. However, Susan noticed that the department needs an extra employee to help speed the work up. The HR department hired a new employee named Emma. Emma has no experience dealing with claims and complaints. Susan was more than glad to train her. So, she showed Emma some applications and she let Emma watch her work for a few days. Emma did not take notes or asked any questions during the training. She just smiled and said that she understood everything. After the first week ended, Susan noticed that all of Emma's applications were filled out wrong and missing a lot of information. So she decided to show Emma how to do the applications again. Emma for the second time did not take notes or ask any questions. After the first month ended, Susan noticed that Emma finished only 30% of her responsibilities and only 20 applications were done correctly but with less mistakes from the first training.

Based on this case study answer the following questions in no less than 2 sentences:

1. How would you describe Susan's training to Emma both times?
2. What do you think Emma should have done when receiving the training?
3. What training method would you use if you were Susan, and why?