From the course: Learning Foundations: Theory to Practice
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Understanding behaviorism
From the course: Learning Foundations: Theory to Practice
Understanding behaviorism
- [Instructor] We'll begin our exploration of learning theory by looking into Behaviorism, a theory of learning pioneered by Ivan Pavlov and B.F. Skinner in the early to mid-20th century. Let's consider a scenario where Behaviorism can really lend a hand. An organization's customer satisfaction scores have been declining steadily over the past several months. The data show inconsistent service quality across the customer support team. What's particularly puzzling is that the support reps can perfectly recite the service protocols during training. They ace every quiz on proper procedures. Yet somehow this knowledge isn't translating into consistent behavior on actual customer calls. Why might there be such a gap between knowing and doing? What approaches might help bridge this gap between perfect quiz scores and actual performance? The answer lies in understanding how to shape and reinforce behavior rather than just designing to impart knowledge. This challenge illustrates why…
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