Jay Cross has made Chapter 3 of Informal Learning: Rediscovering the Natural Pathways that Inspire Innovation and Performance available online. I went through my copy and noticed that I had a note stuck in this chapter, when I had used it for a previous workshop:
The leading human performance authorities “have all demonstrated that most performance deficiencies in the workplace are not a result of skill and knowledge gaps. Far more frequently, they are due to environmental factors, such as lack of clear expectations; insufficient and untimely feedback; lack of access to required information; inadequate tools, resources and procedures; inappropriate and even counterproductive incentives; task interference and administrative obstacles that prevent achieving desired results” (Stolovitch & Keeps, 2002, p. 1).
I’ve discussed this before, but it’s worth repeating.
