1 What is your initial reaction to Andrea’s underperformance?

You decide to collect a bit more information about Andrea. You find out that she has been with the organisation for two years. She has qualifications in the design of a training session and has five years’ experience doing similar work in another organisation. Andrea has also conducted research on what good communication consists of, how to network and the training needs of new managers.

You discover that there is a great deal of variability in the ratings in her training classes over the two years. In some training classes she gets very high ratings and in others much lower ratings. Andrea works in the training section of a large private sector IT company. She is in charge of delivering interpersonal skills training, including communication skills, networking and new manager training classes. At the end of each training session, trainees complete an evaluation form. Recently Andrea has been getting low ratings from the attendees at the training sessions.