I met quickly with Jordanne this afternoon to go over my plans for my theoretical framework. I've been sorting through the Dependent Variables, Independent Variables and Indicators. Here is how I'm planning on presenting them tonight in class.
Theories
Kolb's Experiential Learning Theory (Learning Cycle)
Independent Variables
Simulation-based Training
Dependent Variables
Customer Service Skills
(listening, communication, positive language, patience, product knowledge, good body language, stress management, time management, negotiation)
Indicators
Year over year annual performance reviews, monthly phone coaching results, one on one coaching, customer complaint/compliments call accuracy, processing speed of customer calls – handling time)
Theories
Kolb's Experiential Learning Theory (Learning Cycle)
Independent Variables
Simulation-based Training
Dependent Variables
Customer Service Skills
(listening, communication, positive language, patience, product knowledge, good body language, stress management, time management, negotiation)
Indicators
Year over year annual performance reviews, monthly phone coaching results, one on one coaching, customer complaint/compliments call accuracy, processing speed of customer calls – handling time)