This is in response to Greg Deen's question about CRM training methods.
In the psychology area, there are several studies that have investigated
the differential effectiveness of various training methods to train
"interpersonal skills," such as assertiveness. Generally, these studies
have shown that the most effective training method is "behavior role
modeling," consisting of lecture on the training topic, demonstration of
effective (and ineffective) behaviors through videos, and active practice
through "role-play" exercises or practice in a job setting.
One specific study that comes to mind (Smith-Jentsch, Salas, & Baker
(1996) - Training team performance-related assertiveness - Personnel
Psychology, 49(4) 909-936) has investigated the differential
effectiveness of the three components of behavior role modeling (lecture,
demonstration, active practice). The study showed that lecture and
demonstration alone each led to a positive change in ATTITUDES towards
assertive behaviors, not, however, to better PERFORMANCE in a transfer
setting. Only the "whole package" (i.e., lecture + demonstration + active
practice in the form of role plays & feedback) led to an improvement in
assertiveness SKILLS.
Hope this helps.
F. Jentsch
--------------------------------------------------------------------------
Florian Jentsch, Ph.D.
Research Scientist
Team Performance Laboratory
University of Central Florida
P.O. Box 161390
Orlando, Florida 32816-1390
--------------------------------------------------------------------------