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How to improve the approach to staff training at Insure-You using the behavioral
theory approach?
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Introduction
Learning is mainly the process of gaining knowledge through experience, often leading to
a lasting change in behavior (Basrie & Jatmikof, 2020). It is a relative change in behavior that
mainly occurs as a result of practice; hence, it is essential as it allows individuals to perform
better, allowing for a relationship between performance and behavior. Besides, behavior is not
the only thing that can be learned, but it has both direct and indirect impacts on an individual.
Additionally, according to Saleem & Noshaba (2020), learning is a constraint of behavior; hence
there is always a need to acquire knowledge about something without necessarily being in a
position to do it. Occasionally, Behavioral learning theory mainly consists of classical
conditioning and operant conditioning. Classical conditioning provides for an association of one
event with another, leading to a pattern of behavior; hence the theory believes that learning is a
form of conditioning reinforced by feedback.
On the other hand, operant conditioning allows learners to make some responses before
their behavior is reinforced. Therefore, the behavioral theory enables an organization to identify
desired performance behaviors, enabling complex behaviors to be shaped and solved effectively.
Finally, behavior can be modified through steps including identifying, measuring, analyzing, and
evaluating tasks related to behaviors, thereby enabling identifying the organization's performance
improvements. Therefore, this paper intends to outline how to improve the approach to staff
training at Insure-You using behavioral theory, further giving the limitation of the approach
considering data from other secondary sources to support the information.
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Insure-You company is a large telemarketing company that generates quotes and sells
policies for a range of products, including motor, home, life, and pet products. They have a
significant purpose call center in an individual out-of-town park in the North East of England;
hence consist of 800 workstations that are divided into departments, including inbound calls,
outbound calls, and customer service helpline. Therefore, the approach to staff training can be
improved at Insure-You through the Path-Goal theory approach that focuses on boosting the
employee’s motivation and empowering the organization's workers to do their best based on the
positive environment. It will eventually promote an effective management system, thereby
promoting a continuous performance enhancement process, which is always achieved through
setting up both individual and group goals of an organization. In the case study, it is observed
that a small core of the staff is employed on full and part-time permanent contracts; hence
absence rates are high among the employees, especially among the night shift team. It can
therefore be solved through improving the training approach on the workers. According to
Steenkamp & Ziaei (2021), the manager sets up expectations enabling trust to perform up to
standard; hence, the employees must set up their goals and objectives for improved performance
and output to the organization. Additionally, the employees can also be motivated through the
action of appropriately to help improve the performance; hence, it is of great significance in
improving the employee turnover rate.
However, the approach could have some limitations as it fails to explain how behavior
correlates to an individual’s motivation; hence, the theory is directed only to subordinates,
thereby removing subordinates from effecting change on the leaders (Farruk et al., 2021).
Additionally, according to the complexity of the Path-Goal theory, it is always challenging to
utilize it in every leadership environment. The approach often does not seem to be a practical
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leadership approach as it does not provide a straightforward way of what actions a leader should
take towards the employees. However, it depends on the relationship between the leader’s
behavior, the employees, and the task that is to be taken into account; hence, it is innovative as it
tries to integrate motivation directly into leadership theory rather than being a byproduct of
excellent and effective leadership.
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References.
Basrie, H. and Jatmikof, B., 2020. Leadership Comparison Model at Higher University:
Contingency Friendler Method; Path-Goal Theory Method and Harsey and
Blanchard Method. Leadership, 14(7).
Farrukh, M., Khan, M.S., Raza, A. and Shahzad, I.A., 2021. Effectiveness of high-
performance work systems on intrapreneurial behavior. Journal of Science and
Technology Policy Management.
Saleem, A. and Noshaba, A., 2020. Relationship between School Heads' Leadership
Styles and Acceptance of Leader as moderated by Stress: testing path-goal theory
in an educational setting.
Steenkamp, I. and Ziaei, S.M., 2021. Critically Assess the" Path-Goal Theory.
