What she knows about the psychology of learning

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Case Study: The retail department store that Nikky, a psychology graduate, works for, is changing how they address customer service, and over the next several weeks the store will be requiring all sales personnel to attend training sessions. As a sales manager, Nikky has heard her employees make comments reflecting their frustration with this requirement; they believe they do an adequate job, so why change what they are currently doing?

Question 1: How can Nikky, based on what she knows about the psychology of learning, encourage the employees to be more open to learning the new procedures?
Question 2: What rationales does learning psychology offer to explain why we may believe we do not need to learn new things?
Again, based on this area of psychology, how might the attitude of the employees affect their ability to effectively learn, even if they were to attend?

Reference no: EM133317727

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