Can experiential learning improve emotional intelligence and can that, in turn, improve the work performance of middle managers?

A group of middle managers in the Australian arm of a large Global company participated in a program of experiential leadership training over a period of one year. One aim of the program was increased interpersonal skills and awareness. Change was measured using a mixed quantitative and qualitative longitudinal design. Pre and post-training measures of emotional intelligence were obtained using the EIQ (Dulewicz & Higgs, 2000) and compared with content analysis of journals kept by participants during the program. The dependent variable was measured by pre and post training measures of work performance. Findings are discussed in terms of their implications for management development as well as for further research.

Trends in consumer segmentation

This paper reviews academic and practitioner literature to identify some of the emerging trends in consumer segmentation. Our review suggests that a number of specialised segmentations have recently emerged, each utilising different techniques, methodologies and data inputs relevant to their respective strategic intent.

The impact of a police crackdown on a street drug scene : evidence from the street

This article documents the impact of a police crackdown on a street heroin market in a suburb of Melbourne, Australia, as perceived by individuals involved in the market. While our data suggest that ‘Operation Clean Heart’ achieved its objective of reducing the visible aspects of this street drug scene, they also imply that the drug market rapidly adapted to its new conditions and that the impact of the operation was essentially superficial and temporary. In addition, we contend that the operation had numerous (unintended) negative consequences, some of which are potentially harmful to public health. Negative outcomes implied by our data included the partial displacement of the drug scene to nearby metropolitan areas; the discouragement of safe injecting practice and safe needle and syringe disposal; and more frequent occurrences of violence and fraud. These outcomes may outweigh the perceived positive impacts, which were achieved at significant public expense. We conclude that police crackdowns are inappropriate responses to illicit drug problems; instead, in line with longstanding Australian policy, approaches which incorporate and balance demand reduction, supply reduction and harm reduction principles should be followed.

Measuring expectations: forecast vs. ideal expectations. Does it really matter?

Consumer’s participation in service delivery is so central to cognition that it affects consumer’s quality evaluations. The study presented in this paper investigates the ways that visitor expectations change as a result of first hand experience with a service in the context of a major art exhibition. The research design allowed for two operational definitions of expectations, namely forecast and ideal expectations, in order to investigate differences between respondents’ pre and post experiences with a service. A total of 550 respondent visitors were interviewed during a major art exhibition, using two questionnaires delivered to two sub samples of respondents. The primary questionnaire was designed to capture recalled expectations after visitation while the parallel questionnaire captured forecast expectations prior to visitation and perceptions in the post experience phase. The findings suggest that forecast expectations were different to ideal expectations in both qualitative and quantitative ways and that these differences had important implications for perceptions of service quality. These differences can be explained, at least in part, by the way that expectations are formed and by the way that expectations are shaped by the actual visitation experience. For market researchers, the question of when and how to measure expectations has important implications for research design.

New media : embedding IMC within broader marketing strategy

New media has resulted in communications strategy evolving to a more integral component of marketing strategy, such that the two are converging. This paper discusses the implications of this shift in terms of IMC, drawing on the existing academic and practitioner literature.  Effective use of new media means communication activities will direct marketing tactics and strategy, rather than being driven by them.

Information source usage and enthusiasm in opera : a comparative study

The research reported in this paper investigated the relationship between information usage and individual ticket-purchasing activity of Opera Australia customers in relation to specific Opera Australia products, namely, operetta and opera. The results provide some support for the notion that consumers of operetta and opera can be distinguished on the basis of their different behaviour in some areas. However, there is substantial “crossing-over” or inconsistency in the data. Longevity of association with the art-form, and purchasing tickets to both types of productions, tended to be related to increased reliance on information sources closer to Opera Australia.

The relationship between familiarity and expectations

This study examines the effects of prior experience in the context of a cultural arts service. This is an exploratory study designed to investigate the role familiarity plays in shaping visitor expectations. A cross sectional sample of novice and experienced visitors to a major art exhibition was conducted to investigate expectations, perceptions and service quality. Although the results are inconclusive, the findings provide some support for the proposition that novices have more fragmented expectations in certain dimensions.

Navigating workplace learning placement challenges

This chapter narrates and critically reflects upon our experience designing and delivering an educational development program for professionals supervising students during periods of workplace learning (WPL). Since the program focuses on educational skills and knowledge rather than profession-specific skills and knowledge, we use the terms educating clinical supervisors and educational development.We explore the background and context to the development of the program and provide a rationale for the particular educational development approach that was adopted. To inform others working in this space, we describe how we navigated the challenges associated with providing educational development for clinical supervisors.

Core components of communication of clinical reasoning: a qualitative study with experienced Australian physiotherapists

Communication is an important area in health professional education curricula, however it has been dealt with as discrete skills that can be learned and taught separate to the underlying thinking. Communication of clinical reasoning is a phenomenon that has largely been ignored in the literature. This research sought to examine how experienced physiotherapists communicate their clinical reasoning and to identify the core processes of this communication. A hermeneutic phenomenological research study was conducted using multiple methods of text construction including repeated semi-structured interviews, observation and written exercises. Hermeneutic analysis of texts involved iterative reading and interpretation of texts with the development of themes and sub-themes. Communication of clinical reasoning was perceived to be complex, dynamic and largely automatic. A key finding was that articulating reasoning (particularly during research) does not completely represent actual reasoning processes but represents a (re)construction of the more complex, rapid and multi-layered processes that operate in practice. These communications are constructed in ways that are perceived as being most relevant to the audience, context and purpose of the communication. Five core components of communicating clinical reasoning were identified: active listening, framing and presenting the message, matching the co-communicator, metacognitive aspects of communication and clinical reasoning abilities. We propose that communication of clinical reasoning is both an inherent part of reasoning as well as an essential and complementary skill based on the contextual demands of the task and situation. In this way clinical reasoning and its communication are intertwined, providing evidence for the argument that they should be learned (and explicitly taught) in synergy and in context.