ARCS at Target
At Target, we began price
matching our competitors last year, just before the holiday season. Each of the
1800+ Target stores in the United States were sent at least one iPad, which was
to be used to access the online prices of our competitors. Some of the
employees were excited about this new technology investment in our stores.
Other employees seemed intimidated by the new iPads. I encouraged my employees
to familiarize themselves with the iPads during down times while they were
working; however, many chose not to. Seven months later, those employees still
have to ask for assistance when a customer requests to price match an item.
Keller’s ARCS model would be
beneficial to assist me with motivating these employees who refuse to explore
and learn these new technology sources. Perhaps I failed to catch their Attention from the beginning when I
attempted to successfully train the employees. I do believe that I Related the material to their personal
goals, which in this case would be providing amazing guest service. However, I
should have anticipated that some employees who were not familiar with Apple
products might not have felt a sense of Confidence
regarding successfully implementing this new technology. This lack of knowledge
resulted in the employees feeling anxiety regarding this new tool, as opposed
to a sense of Satisfaction. That is
ultimately why those employees who were initially disengaged are still
disengaged to this day. Going forward, I will focus on instilling confidence in
the employees when introducing new technology by working with them one on one
and perhaps even showing them how to access an app for information that they
would typically get each day in a newspaper or magazine.
References
Driscoll, M. P. (2005). Psychology of learning for
instruction (3rd ed.).Boston: Pearson Education,
Inc.
