Mini Case: Your client is a large pharmacy-based franchise that provides pharmacy services along with health, beauty, food, and small home products to customers. Over the past quarter, the customer service ratings at one of the stores have been plummeting. Consistent feedback includes the perception that the check-out clerks are bickering with one another and even using strong language right in front of customers. The feedback also references situations when the clerks were unsupportive and antagonistic amongst themselves as they haggled over who takes a line at the cash register. The store manager has asked for a training program that will help resolve personality conflicts at work so employees may improve the way they communicate with each other.

Assuming that training is part of solving this performance problem, identify instructional strategies to be used before training (creating conditions for learning)

Identify instructional strategies to be used during the training event(s)

Identify instructional strategies to be used after the training (ensuring training transfer and sustaining new skills).

Justify the chosen strategies: Which learning outcomes are they serving? How are they aligned with learning theories and adult learning principles?