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83 Training 
Conditioning may have sounded familiar if you only read as far as 'modification of behaviour', but 
it involves specific repetition and reward techniques. Education is the gradual acquisition of 
knowledge through learning and instruction, often leading to qualifications. Development is a 
wider experience of the growth or realisation of a person’s ability and potential through a wide 
range of learning experiences. 
(Chapter 16) 
84 Experiential 
The learning cycle is experiential learning or 'learning by doing'. 'Action learning' sounds similar, 
but is actually a specific learning method by which managers are brought together as a problem-
solving group to discuss real work issues. Programmed learning is highly structured learning, 
which doesn't apply here. 
(Chapter 16)
85 
To ensure that employees are developing their potential for improvement
The key objective of performance appraisal is performance improvement, through feedback, 
problem-solving and development planning. This is often not directly related to reward and/or 
promotion planning. While retrospective feedback is one tool of appraisal, it is not regarded as an 
end in itself. 
(Chapter 17)
86 
A behavioural incident method
Overall assessment is an unguided narrative evaluation; guided assessment a comment on 
specified characteristics and performance elements; and a results-oriented scheme a review of 
performance against specific targets and standards agreed in advance by the assessor and 
assessee. 
(Chapter 17)
87 Problem-solving 
The three options are listed in decreasing order of interviewer dominance and critical role, using 
Maier's popular classification. (
Chapter 17
) 
88 Tactical 
Appraisal is an example of the tactical level of control. (Note that 'clan control' is a type of control 
strategy: not a level of control). (
Chapter 17
) 
89 
Upward appraisal
Upward appraisal is when a subordinate rates their superior's leadership skills.
 
(
Chapter 17
) 
90 Delegation 
Fred is not delegating tasks to his team: this is an important aspect of time management. The 
mini-scenario indicates that Fred plans, focuses and prioritises well. 
(Chapter 18)
91 Coaching 
This can be identified as coaching because it is short term, job specific and carried out by the 
immediate supervisor: unlike mentoring, which is long term, broad in focus and often carried out 
by an offline mentor. Counselling is a specific intervention in the case of personal or disciplinary 
problems, rather than directly addressing skill improvement. 
(Chapter 18)
92 
Connection between individuals
Rapport is the term for establishing a 'connection' between yourself and another person, which 
generally facilitates communication: it involves a range of verbal and non-verbal communication 
techniques. Distortion refers to a fault in the 'coding' or 'decoding' of a message; noise to 
interference in the transmission or receipt of a message; and jargon to the use of technical 
vocabulary which non-users cannot understand. 
(Chapter 18)
93 
Act, Bin, Create, Delegate
Act, Bin, Create, Delegate. This is a useful shorthand for remembering good advice on managing 
what can be mountains of paper! 
(Chapter 18)
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