Education Commons^™

Teaching-Learning Patchwork Technique: Proposed Active Methodology Applied To Doctoral Education, Jonimar Silva Souza, Aloir Pedruzzi Junior, Queila Regina Sousa Matitz, Natália Rese

The Qualitative Report

The didactic-pedagogical innovation at the stricto sensu level can be the differential for a program to train qualified professionals for today's demands. Within this perspective, the study seeks to reflect on the application process and impacts of a teaching strategy based on the Teaching-Learning Patchwork Technique (TLPT) active methodology in a doctoral business administration course. Using duoethnography, the research was carried out with a teacher and two students, generating reflections of different visions about the same object, which provided a greater understanding of the phenomena experienced. The results support that TLPT promotes educational innovation from the promotion of teaching worked …

Exploring Factors Related To Customer Service Representatives’ (Csrs) Performance In Call Centers., Ruth R. Jayson-Polk

Theses and Dissertations

This study provides critical research on individual change and its impact on individual performance using the ADKAR change management model. This applied dissertation was designed to research improvement in call monitoring performance scores between two groups of customer service representatives’ (CSRs): the experimental group receiving the ADKAR change management intervention, and the control group, who did not receive the ADKAR change management intervention. The ADKAR change management model (Hiatt, 2006) provided the theoretical framework for the study.

The literature review revealed that change management is a critical component of organizational change but is driven by individual change. The literature informs …