The general principles of learning state that ‘starve what you want to die (ignore; extinction)’ (Huitt, 2012). The teller applied this principle by ignoring and turning away from the robber hoping the problem would go away or disappear. This principle helps to better understand why the teller did not follow company policy regarding robberies.
The training strategy that I believe would be most appropriate for retraining employees about bank robberies is service strategy by providing great and exceptional services. This strategy has both explicit goals in respect to customer happiness, fidelity and faithfulness. Moreover, employees should accept and welcome everyone who comes in the bank, whether they are members or not. This is because providing excellent member service may disrupt and wreck robberies before they even begin since a large number of robbers do not want to be recognized (Schneider, 2003).
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The advantage of exceptional services is that it provides customer faithfulness and loyalty. On the other hand, the disadvantage is that the robbers might be outsiders who do not have any relation with the bank.
Assuming I am a manager of the bank, I would urge employees to practice and use their surveillance, observation and inspection skills and implement the credit union’s rule of ‘no hats/no sunglasses’ (NWCUA, 2018). I would also make sure that the bank checks the cameras as well as testing the alarms more often. In addition, I would ensure that everyone in the bank is aware of the robbery kit which should be in an easily accessible place. Every employee of the bank should have knowledge on how to use the kit.
References
Huitt, W. (2012). Basic principles of learning for classroom teaching: Organizing concepts of learning from educational psychology. Educational Psychology Interactive. Retrieved on November 02, 2018. http://www.edpsycinteractive.org/topics/summary/basic-principles-learning.html
NWCUA. (2018). Robbery Training Ensures That All Employees Are Prepared. https://nwcua.org/2013/10/24/robbery-training-ensures-that-all-employees-are-prepared/
Schneider, B., Godfrey, E., Hayes, S., Huang, M. (2003). The human side of strategy: Employee experiences of strategic alignment in a service organization. Organizational Dynamics. 32(2), 122-141.
