The impact of a short self-management training intervention in a retail banking environment

✍ Scribed by Indira Pattni; Geoffrey N. Soutar; Jane E. Klobas

• Publisher: John Wiley and Sons
• Year: 2007
• Tongue: English
• Weight: 297 KB
• Volume: 18
• Category: Article
• ISSN: 1044-8004
• DOI: 10.1002/hrdq.1198

✦ Synopsis

Abstract

The study discussed in this article investigated the impact of a short self‐management skills training course on frontline bank employees' learning about the use of self‐management to overcome obstacles to the initiation of banking product sales, perceived self‐efficacy in initiating the sale of a product, and performance in activities related to customer service. Trainees' scores on these measures were compared with a control group at three times (prior to training, four weeks posttraining, and twenty‐four weeks posttraining). The results suggest that self‐management training can be a valuable intervention in itself and need not be used solely as a posttraining intervention. Possible explanations for the across‐the‐board increase in performance observed in the study are discussed, as are some practical and ethical implications of this observation.