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Hospitality Leadership Through Learning
Faculty & Research

Enhancing Formal Interpersonal Skills Training through Post-Training Supplements

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Vol 7 No 5
By:  Michael J. Tews Ph.D. and J. Bruce Tracey Ph.D.

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Executive Summary: With the aim of enhancing formal classroom training in interpersonal skills, this study examined the effects of combining classroom training with two on-the-job supplements, namely, self-coaching and upward feedback. The self-coaching system used a workbook containing self-assessments, while the feedback system provided trainees with formal, written feedback on their interpersonal skills. Testing these approaches on a sample of 87 trainees from 75 units of a national restaurant chain, this study found that both approaches may be useful extensions to formal classroom training. Moreover, they were strongest when used together.

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Comments

What a fantastic study. I am a learning and development manager who has been involved in this process for some time now. Your study throws open the light that the guys in the operations will see. It will also drive home some key indicators which have brought us here but have been lost on the way in the past years. These are the continuous feedback and evaluations of the effectiveness of the sessions which we conduct. The paradigm of one size fits all is still quite the norm especially in the hospitality business where time spent by each employee is so long that training is really a back seat during the busy months. Once again the study comes across as very strong in focus of the prime parameters of measuring effectiveness and better delivery of service to our customers. Rayomand.Eranee Snr-Manager Learning and Development INOX Leisure Ltd Mumbai

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About Michael J. Tews Ph.D.
Michael J. Tews, Ph.D., is an assistant professor in the Department of Consumer Sciences at The Ohio State University.

About J. Bruce Tracey Ph.D.

J. Bruce Tracey, associate professor of Management, received his PhD from the School of Business at the State University of New York at Albany in 1992. He has taught courses in human resources management for undergraduate, graduate, and professional audiences throughout North America, Europe and Asia, and he has won several awards for his efforts. He has conducted research on a wide range of strategic and operational-level HR topics, including the impact of training initiatives on firm performance, employee turnover, employment law and leadership. He has presented his work at numerous regional, national and international conferences, and his research has been published in diverse outlets such as the Journal of Applied Psychology, the Cornell Hospitality Quarterly, and the University of Pennsylvania Journal of Labor and Employment Law. Tracey’s recent sponsors for research and consulting include Four Seasons, Hilton, ClubCorp and Uno Chicago Grill, and he has been cited in USA Today and the Orlando Sentinel, among other popular press outlets.

For more information visit http://www.hotelschool.cornell.edu/research/facultybios/faculty.html?id=85