This study will examine the collaborative and individual learning experiences of retail staff in one telecommunications retail organization.
Telecommunications retail staff are required to quickly learn the features of new mobile technology being introduced into their stores and apply this knowledge through their sales technique. This study will evaluate the experiences of participants within collaborative learning environments and propose recommendations for organizations that wish to foster spontaneous collaborative learning environments.
The research strategy for this study will take the form of a case study involving store staff of one retail store being divided into two groups, a self study group and a collaborative learning group.
- The self study group will learn about the features of a new handset individually.
- The collaborative learning group will learn about the features of a new handset collectively.
Collection of data will be through multiple data collection approaches including:
- Results of a written assessment which the staff will complete after the activity
- Researcher observation recordings during the activity
- Semi-structured interviews conducted before and the activity
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